Job Description

We're looking for a compassionate, organised, and confident communicator to join us as a Localities Operations Coordinator, playing a vital role in supporting our Neighbourhoods team in the Lincolnshire area.


This is a full-time, permanent role that acts as the first point of contact (mainly by telephone) for safeguarding, antisocial behaviour (ASB), and domestic abuse concerns raised by customers. You'll triage and risk-assess incoming cases, provide updates and reassurance to residents, and ensure our Neighbourhood Officers can respond quickly and effectively.


You'll be investigating and resolving enquiries, demonstrating ownership of each call handled by questioning and understanding individual circumstances.


You'll gather sufficient details to risk assess. You'll need to be able to handle every call professionally, ask the right questions, listen for vital details and log information quickly and accurately. It's also important to be able to strike the fine balance between showing empathy with every caller while not becoming emotionally involved when dealing with sometimes difficult circumstances.


You'll also carry out a range of administrative tasks to support the team -- from managing case records and shared inbox queries.

This is a home-based position, travel will be expected to attend team meetings and training sessions.

About You

You'll bring a calm, customer-first approach and be confident handling sensitive and sometimes challenging telephone conversations. You're someone who communicates clearly and compassionately, offering reassurance and practical guidance while maintaining a professional and empathetic tone.


You'll need:

Experience in a customer-facing role, particularly where conversations can be emotive or complex The ability to show empathy, resilience and professionalism under pressure Strong communication skills -- especially over the phone A high level of organisation and attention to detail in record-keeping and administration Basic digital skills (email, spreadsheets, internal systems) and a willingness to learn

It would also be great if you have:

Experience in housing, safeguarding, contact centres, or public services An understanding of social issues like domestic abuse, mental health, or ASB Familiarity with risk assessment or triaging support needs

You'll receive a full induction and training, including shadowing colleagues and learning about safeguarding and domestic abuse procedures.


While this role is home based, you should have the ability to travel to Group offices and other locations as required.

Join us and find your purpose at Platform!

Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people's lives.


You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers.


We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage. After all, we want to attract the best people to work for us and we know that one size does not fit all.


Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy.


If we receive a high number of applications, this vacancy may expire prior to the closing date. Please apply early to avoid disappointment.


Platform Housing Group are committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all.