Job Description
Resident Services Coordinator (Housing / Community Engagement)
£28,350 - £33,600 per annum depending on skills
Birmingham
Full Time, Permanent
We have a fantastic opportunity for a Resident Services Coordinator (Housing) to join us to provide a responsive and effective service to influence, engage, listen and assist in activities relating to residents and wider community engagement.
You will build and maintain effective relationships with residents, stakeholders, charities, regulators, providers, groups and local communities to deliver a first-class service that supports residents and works to develop cohesive neighbourhoods within the areas we operate.
You’ll investigate anti-social behaviour and complaints, safeguarding, and ensure licences have been ended correctly. You will have your own caseload and be experienced at managing a range of complex housing issues with the resident’s needs central to your decision making. You will engage and listen to resident’s feedback and tailor your approach to meet their needs
Other responsibilities include:
* Adopting an objective and proactive approach to all Resident Engagement, Complaints, Investigations and Safeguarding cases
* Ensuring prompt and appropriate responses and resolutions in order to meet the needs of our residents whilst adhering to regulatory standards
* Signposting residents to external support services where appropriate
* Ensuring that all regulatory and consumer standards are met at all times
* Receiving and processing queries by multiple means e.g., telephone/email and in person
* Identifying areas for improvement and work with colleagues to continuously improve the service
* With excellent communication skills you will work collaboratively to build and maintain effective relationships with residents, managing agents, and other stakeholders.
* Using your problem-solving skills, you will resolve issues and queries at the first point of contact where possible and will facilitate and co-ordinate with other departments to successfully resolve any arising issues.
About you
You will have:
* Demonstrable Resident Engagement experience within a supported housing environment
* The ability to manage a complex caseload and follow through to successful completion
* Knowledge and experience of effectively investigating anti-social behaviour, complaints and safeguarding cases
* A solid understanding of safeguarding and health and safety requirements
* The ability to demonstrate empathy and understanding when communicating with residents who may be vulnerable
* The ability to stay calm in difficult situations and influence positive outcomes
* Knowledge and experience of effective, objective investigation resolution and responding to complaints
* An understanding of the legal framework relating to licences and exempt accommodation would be desirable
* Excellent IT skills and experience of the Microsoft suite of products and CRM Systems
* Effective communication skills, both written and verbal
A full driving licence and unrestricted access to a vehicle is also essential for this position.
What we can offer in return:
* Company pension scheme
* Life assurance (four times salary)
* Private medical insurance
* Salary exchange for an electric car (dependent on eligibility)
* Other leave - bereavement leave, life events, emergency days, birthday (if it - falls on a weekday)
* Christmas office closedown days
* Employee reward portal
* Employee referral scheme
* Enhanced maternity / paternity pay
* Mileage allowance
* Employee assistance programme
Inclusive Culture:
We are an equal opportunities employer, and all applications are considered based on role requirements, regardless of gender, nationality, ethnicity, marital status, age, disability, sexual orientation, or religious belief.
About Us:
At Concept Housing Association, we are more than just providers of accommodation; we are innovators in social housing. Our mission is to positively impact lives by delivering safe, comfortable, and compliant homes.
We support some of the most vulnerable individuals in society, helping to meet their needs as they strive to live with dignity and in safety. Specialising in exempt housing, we offer supported accommodation to ensure our residents receive the necessary support, delivered with empathy and a resident-centred approach.
Our dedicated team, united by a shared vision, brings a wealth of experience in supporting homeless people. We are committed to delivering the very best for our residents and our partners while continually striving to meet the highest standards.