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You will be responsible for delivering a sustainable, supportive, and effective end-to-end housing support service to a diverse range of Octavia residents, helping to achieve Octavia's wider vision. Working closely with the Housing Support team, this hands-on role involves a variety of tasks including home visits, property inspections, resident liaison via email and phone, assessments, and attending contractor site visits. A key part of the role is building strong internal and external partnerships to ensure residents live in homes that meet their needs, with effective coordination between residents, departments, and external agencies to ensure timely completion of works. You will actively manage and coordinate the utilisation of adapted properties and oversee the adaptations programme, ensuring delivery within agreed KPIs and to Local Authority standards. The role also includes managing and developing contracts to demonstrate value for money, improving service delivery, and handling complaints through to satisfactory customer resolution. A good understanding of property maintenance, building standards, and contract management is essential, as well as ensuring that adaptation, handyperson, and gardening cases are completed to a high standard.
Requirements
For this position, we have listed the requirements we believe are essential for this role:
Experience
- Experience of co-ordinating services dealing with the needs of vulnerable residents within budget and handling complex cases
- Experience of handling safeguarding cases
- Understanding and experience of adaptations/repairs management including an understanding of health and safety, fire safety and other property standards legislation
- Experience of utilising IT (including Microsoft Office) in multi locations
Knowledge
- Understanding of the needs of vulnerable older people, and those with complex needs including physical and/or mental health, learning disabilities, and/or chaotic lifestyles
- Awareness of housing management law and practice, health and safety, housing transfers, repairs and adaptations
- Knowledge of managing customer contact via a CRM system and online communication channels
Qualifications / Skills
- A passion for the continuous improvement of Customer Experience
- Excellent verbal & written communication skills and ability to influence at different levels
- Excellent organisational & planning skills
- Commitment to involving & working in partnership with service users & residents, offering real choice in the way services are delivered to them
Benefits
The salary for this role is £32,850 per annum with up to 10% pension contribution.
We also offer a fantastic additional benefits:
- Flexible-working
- Life Assurance
- Employee Wellbeing App/ Mental Health Support
- Online GP Service
- Cycle to work
- Opportunities for self-development with over 60 courses available to self-enrol
- Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
