Job Description

Job Summary

We have an exciting opportunity to join our Neighbourhood team as a Neighbourhood Safety Coordinator. You will be the point of contact for residents and partners when dealing with property compliance, anti-social behaviour and any associated queries. We're looking for someone with a customer-focused approach and a knowledge of housing legislation to provide guidance, support, data and advice to internal and external partners.

As Neighbourhood Safety Coordinator you'll be the first point of contact for many of our customers, so a versatile and tactile approach will be crucial. This role will involve visiting customers at their homes, so confidence and flexibility in your working practices is essential. This job requires an agile approach to be able to resolve queries to meet business and customer needs. You will also support the Neighbourhood Safety Team with case management including trauma informed support and safeguarding practices.

Permanent, full time 31,923.73 per annum Closes Monday 14th July, 12pm midday Interviews 23rd/24th July

Responsibilities

Customer service and case management

Consolidated communication: Utilise a customer relationship management (CRM) system to log all interactions across channels, ensuring a clear overview and reducing duplication Pre-prepared templates and FAQs: Develop standardised responses for common queries, such as anti-social behaviour or domestic abuse support, to ensure consistency and save time Triage approach: Introduce a tiered triage system (low-medium-high urgency) to prioritise responses and allocate resources effectively

Compliance oversight

Automated alerts: Work with your maintenance partner to set up automated notifications for key compliance checks -- gas, electrical safety, heat pumps, legionella, and damp/mould issues Real-time dashboards: Implement shared compliance dashboards for live tracking of servicing schedules and issue resolution.

Data and reporting

Mobile data input: Use mobile devices during property visits to capture data instantly, reducing paperwork and improving accuracy. Dynamic dashboards: Transform raw data into interactive visual dashboards to highlight patterns and support decision-making.

Collaborative working

Structured meeting tools: Create reusable templates for partnership meetings, ensuring consistency and saving preparation time. Digital knowledge hub: Build a centralised platform containing key policies, guidance, and best practice resources for easy access by all colleagues and partners.

Customer engagement and outreach

Route Optimisation Tools: Plan visits geographically using routing software to maximise efficiency and reduce travel time. Pre-visit surveys: Send brief digital questionnaires to customers ahead of visits to better tailor support.

Legal and Regulatory Practice

Condensed legal reference guides: Provide staff with a simple, up-to-date guide covering relevant housing legislation and data protection principles. Scenario-based training: Use practical case examples for team learning sessions on complex legal decision-making and proportionality.

Requirements

Essential

Experience of working in social housing or related sector; supporting people with various needs from a variety of backgrounds Demonstrated knowledge of housing legislation and anti-social behaviour management Demonstrated experience and application of property compliance and legislation Proven experience in managing safeguarding concerns Demonstrated evidence of working on initiative, prioritisation and time management skills Demonstrated competence in using Microsoft Office packages Proven experience of delivering information and data in a variety of formats Demonstrated evidence of commitment to Continuous Professional Development Full driving licence, access to transport and adaptability to meet customers at short notice Demonstrated experience of working with Renting Homes Wales legislation

Desirable

Experience in using an "Open-Housing" Management system Experience of restorative practice Experience of using Trauma Informed Practice Ability to confidently communicate in Welsh, written conversational and reading Appropriate housing qualification Welsh language skills
Your cover letter must address each of the essential and desirable criteria, detailing your knowledge and experience in relation to each one, in no more than 1,000 words.

Job Types: Full-time, Permanent

Pay: 31,923.73 per year

Benefits:

Casual dress Company pension Discounted or free food Health & wellbeing programme On-site parking Sick pay Work from home
Schedule:

Monday to Friday
Ability to commute/relocate:

Caerphilly CF83 2AX: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Caerphilly CF83 2AX

Application deadline: 14/07/2025
Reference ID: NSCUW25