Job Description

Role Overview

We are a regulated provider of exempt accommodation in the social housing sector, supporting vulnerable adults on their journey toward independent living. We are now seeking a Central Service Officer to join our Head Office team.

This role provides essential remote support to tenants, acting as a daily point of contact and coordinating services that contribute to their welfare, safety, and personal progression. As a Central Service Officer, you will be instrumental in delivering high-quality, person-centred support and ensuring smooth communication between tenants, Housing Support Officers (HSOs), and other internal teams.

Key Tasks & Duties

Remotely support a caseload of approximately 100 tenants (starting with 20 and increasing gradually). Be a consistent and proactive contact point for tenants, conducting daily well-being check-ins and supporting progress against individual support plans. Respond promptly to tenant emergencies and urgent matters raised via telephone and email. Accurately log property related service (PRS) requests and liaise with the maintenance team to ensure timely resolution. Deliver remote support focused on tenant welfare, safety, and personal development to help them move toward independent or move-on accommodation. Implement monthly engagement themes set by the Service & Performance Manager (e.g., budgeting workshops, cooking lessons etc.). Build strong relationships with tenants and support their access to local services (e.g., mental health, substance misuse, community groups). Schedule and coordinate support appointments, ensuring Housing Support Officers are prepared and present where required. Maintain detailed, timely service logs in preparation for HSO visits and follow up to ensure continuity of support. Communicate clearly and regularly with HSOs, the maintenance team, and internal management. Develop partnerships with local referral agencies and support providers to enhance service delivery. Provide remote personal assistance to tenants as required (e.g., help with digital forms, appointment bookings). Contribute to oversight of HSOs, with potential to take on a leadership role in the future.

General Responsibilities

Housing and tenancy management To provide advice and information to tenants, residents and others on all tenancy matters, welfare benefits and re-housing requests. To assist tenants with support needs to sustain and benefit from their tenancy. To work with colleagues to achieve void turnaround targets for repair works and to manage the pre-void and lettings process. To ensure that each end of tenancy and new letting is completed in line with administrative and legal requirements, including tenancy termination, tenancy agreement and associated paperwork, HB / UC application, CORE forms etc To ensure that tenants and others understand the rights and responsibilities as set down in tenancy / licence agreements. To ensure that the conditions of tenancy are met by the Association's tenants, working with colleagues to manage breaches and help resolve disputes. To work with the central Revenues and Arrears Officer to manage rent and service charge payments, taking early and preventative action to minimise arrears. Where necessary, take legal action to enforce the conditions of tenancy (non-payment of rent or other breaches). To assist colleagues in setting the service charges for all properties within the designated area and consult with tenants about changes where applicable

Person Specification

Essential:

Strong IT skills and confident in using digital tools for remote support and record keeping. Excellent telephone manner and interpersonal communication skills. High level of empathy, resilience, and a trauma-informed approach. Experience supporting vulnerable adults in a housing, care, or support setting. Safeguarding Level 3 qualification. Strong English language skills (spoken and written). Problem-solving ability with a safety-first approach to decision making. Able to work independently and use initiative.

Desirable:

Multilingual (advantageous but not required). Experience in exempt accommodation or supported housing. Understanding of housing-related support plans and risk management. Familiarity with referral processes and local support services.
Job Types: Full-time, Permanent

Pay: 30,000.00-32,000.00 per year

Benefits:

Casual dress Employee discount On-site gym
Schedule:

Day shift Monday to Friday
Work Location: In person