Resident Support Specialist - Housing

Resident Support Specialist

• Annual Salary: £34,004
• Location: Office in Birmingham, but the role involves daily travel to properties
• Job Type: Full-time

We are seeking a dedicated Resident Support Officer to deliver high-quality, responsive, customer-focused services within a supported housing environment. This role is crucial in assisting and advising residents on a range of issues including anti-social behaviour, safeguarding, and service requests, and requires someone who can develop and maintain excellent relationships with various partners and stakeholders.

Day-to-day of the role:

• Take responsibility for delivering high-quality, responsive customer-focused services to residents within a defined geographical area.
• Provide assistance and advice to residents on a range of topics including support for new residents, welfare benefits claims, and signposting to external services.
• Conduct settling in visits for new residents as per the agreed schedule.
• Handle anti-social behaviour complaints, conduct investigations, develop action plans, and provide support to victims.
• Investigate safeguarding concerns, ensuring timely referrals to local authority safeguarding teams and completion of all follow-up work to ensure resident safety.
• Support formal complaint investigations to provide quality responses within agreed timescales.
• Guide residents through the process of appealing termination notices.
• Undertake joint inspections with local authority representatives and ensure completion of agreed actions.
• Collaborate with partner agencies to deliver seamless services that support individuals and sustain neighbourhoods.
• Promote positive resident outcomes and support transitions to independent living.
• Develop and maintain professional relationships with managing agents and ensure services meet Concept Housing's standards.
• Engage with residents through meetings and satisfaction surveys to use insights for service improvement.
• Record all customer interactions accurately and use feedback to tailor services to resident needs.
• Contribute to continuous improvement initiatives and comply with all relevant policies and standards.

Required Skills & Qualifications:

• GCSE level education or equivalent, including English and Maths.
• One year minimum experience in a social or supported housing environment.
• Proven ability to manage complex and varied caseloads, including case management of ASB and safeguarding issues.
• Excellent customer focus with the ability to adapt service delivery based on feedback.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft 365 and experience with IT-based recording and data systems.
• Ability to work under pressure and meet tight deadlines.
• Team player with a flexible approach to work.
• Must hold a driving license and have access to a vehicle.

Benefits:

• Competitive salary.
• Opportunities for professional development and training.
• Supportive team environment.
• Field-based flexibility.

To apply for the Resident Services Coordinator position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.