Housing and Wellbeing Officer - part time, 18 hours per week

Reporting to the Housing and Wellbeing Manager, the Housing and Wellbeing Officer is responsible for working with customers to promote and maximise their independence, assisting them to move on to greater self-reliance within a customer focused environment and in line with the Independence and Wellbeing framework

What you’ll be doing

• To assist our customers to identify their strengths, development needs and risks to jointly develop a plan to build on or address these, including coaching and assisting customers to achieve greater independence;
• To assist customers to access other agencies and their services and the services within the wider community;
• To coach and assist customers to maintain their occupancy agreement and fully understand their responsibilities;
• To encourage feedback from customers, recording and responding to any complaints and compliments;
• To ensure safeguarding concerns are dealt with promptly and in line with guidelines and appropriate action is taken;
• To be responsible for tenancy management, including voids, reporting repairs / maintenance, allocations, lettings process, rents, aids and adaptations, ASB and challenging behaviour and breaches of occupancy agreements;
• To carry out any Health and Safety duties as directed by the Housing and Wellbeing Manager and adhere to Great Place’s Health and Safety procedures;

What you’ll need

• Relevant professional qualifications/ memberships (Institute of Customer Service qualification) OR willing to study towards
• Qualified to minimum level 2 in English and Maths

What we need from you

• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
• A passion to advocate on behalf of people and communities
• Empathy with our tenants and residents and willingness to deliver exceptional customer service;
• Experience of working in Housing Management is desirable.
• Experience of using a strength based approach to assist customers to achieve their goals is desirable.
• Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service.
• The ability to develop and project a positive image of Great Places through personal, written and verbal skills.
• Experience of administration and recording procedures, with an in depth understanding of confidentiality.
• Ability to engage and to build relationships with partnering or potential partner agencies or organisations.
• Experience and understanding of safeguarding.
• Ability to complete tasks in an accurate and timely manner when working under pressure and maintain attention to detail.
• Effective liaison with colleagues and other stakeholders to give, or find, information to resolve problems.
• Experience of providing or signposting customers towards a responsive, timely, quality assured welfare benefit advice service that provides a holistic and integrated solution to support them solve their problem.
• Demonstrable coaching skills in promoting independence.
• Use of the relevant range of Microsoft Office applications
• Commitment to work in partnership with others for the benefit of Great Places
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity