Main Purpose of the Role
The Resident Services Co-ordinator will play a key role in delivering a high-quality, responsive, and customer-focused service to residents within a supported housing environment. The role involves providing practical assistance and advice on a wide range of issues including anti-social behaviour (ASB), safeguarding, complaints, and service requests.
The postholder will build and maintain strong relationships with partners and stakeholders to ensure excellent service delivery across a defined geographical area. They will act as a trusted point of contact for residents, supporting them in accessing services, resolving issues, and achieving positive outcomes.
Key Responsibilities
As the Resident Services Co-ordinator, you will be responsible for delivering responsive and high-quality services to residents within your designated area. You will support new residents by providing information about local services, assisting with welfare benefit claims, and signposting to external support agencies where required.
You will conduct settling-in visits and respond to anti-social behaviour complaints, undertaking investigations, risk assessments, and developing action plans to resolve issues while ensuring victims are supported. Safeguarding will be a core responsibility, with prompt referrals to local authority teams and follow-up actions to ensure resident safety.
You will support formal complaint investigations, ensuring that responses are timely, of a high quality, while also providing guidance to residents facing licence terminations. This will include supporting residents through any appeal processes. Joint inspections with local authority representatives will also be part of your role, ensuring agreed actions are acted upon to agreed expectations.
Working closely with partner agencies, you will deliver joined-up services that support individuals and strengthen communities. You will actively promote positive outcomes for residents, including developing pathways to independent living, and attend or facilitate case conferences with statutory and voluntary organisations.
You will maintain professional relationships with managing agents to ensure accommodation and support services meet organisational standards. Resident engagement will be a key focus, including attending meetings, supporting satisfaction surveys, and using feedback to improve our services.
You will also support residents in organising activities and events to foster sustainable communities, and build relationships with key community members and external stakeholders such as local councils, safeguarding teams, policing units, and charities.
Your role will require familiarity with relevant policies, procedures, and legislation, accurate record keeping, and the use of resident insight to tailor services. You will contribute to continuous improvement through technology, best practice, and feedback, while upholding equality, diversity, GDPR, and health and safety standards, including lone working protocols.
The desirable skills and experience for this role are:
* Experience of working with residents in a social housing or supported housing environment
* Experience of working with residents from a range of backgrounds, some with complex needs
* An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers
* Evidence of case management experience including investigating residents’ concerns about ASB and service complaints
* Experience of managing safeguarding cases including identifying warning signs
* Confidence to undertake home visits and follow safe lone working practices
* Hold a driving license with access to a vehicle.
Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible.
If you have any questions or would like an informal chat about the role of Resident Service Co-ordinator, please contact hr@concepthousing.co.uk or our customer services line on 0121 455 7333
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.
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