Customer Wellbeing Coordinator

Location

Home based with frequent travel across our communities

Permanent

Up to £35,000 + car allowance & enhanced benefits package

We are Pegasus Homes Ltd, a vibrant, dynamic business who are proud to design, build, and create high-quality homes with a focus on independent later living for the over 60's. Our current portfolio has some 1100 homes across 44 communities and our developments are beautifully designed offering stunning community living.

This is an exciting, newly created role in which you will report to and support our Customer Wellbeing Manager, you will act as the vital link between high-level welfare strategy and localised site operations.

Your core responsibilities will include...

• Act as the first point of contact for individual support needs, managing the independent living inbox and responding to non-priority welfare concerns
• Build trusted relationships with residents and their families, providing clear communication and guidance on independent living transitions
• Mobilise across our portfolio to conduct hands-on welfare checks and provide direct support during sensitive periods

• Identify, elevate and co-ordinate safeguarding concerns in partnership with relevant authorities
• Support complaints handling regarding independent living and care services (including Careline and emergency service interactions)
• Provide expert guidance and ‘on-the-day' support to our Building Community Managers and onsite teams
• Be a point of escalation during the eligibility process and complete assessments where needed.

• Champion our Community Engagement strategy including an innovative framework for social, physical, creative, and intellectual activities
• Provide support, training, and resources to onsite teams, assisting with event booking, marketing materials, and fostering a collaborative culture

The successful candidate will possess the emotional stamina to handle complex care needs, alongside the organisational skill to manage a diverse regional portfolio. A calm, level-headed approach and a genuine passion for enhancing the lives of older adults are essential.

• NVQ Level 3 or higher in Health and Social Care (Essential)
• Formal training in Risk Assessment in Adult Care and Assessment & Eligibility is required
• A valid UK Driving Licence and a genuine willingness to travel across our national portfolio is essential for this field-based role

• A proven track record in reactive case management, specifically handling sensitive, urgent, and multifaceted care needs
• Practical experience in identifying and managing safeguarding concerns in strict alignment with Local Authority requirements
• Demonstrable experience in managing complex complaints within a care or independent living environment, ensuring outcomes are both fair and empathetic
• Significant experience acting as the primary welfare link between residents, families, and internal operational teams
• Proven ability to conduct formal assessments and provide documented justification for outcomes
• A background in housing management, older people's services, or supported housing is highly advantageous
• A deep understanding of the physiological and psychological challenges facing older adults
• Support complaints handling regarding independent living and care services (including Careline and emergency service interactions) to a satisfactory conclusion
• Sound knowledge of current safeguarding legislation and best practices in resident welfare
• Exceptional verbal and written skills, with the ability to communicate effectively with everyone from residents to senior leadership
• The ability to prioritise a diverse regional caseload, ensuring a rapid and effective localised response
• The stamina to provide compassionate grief support and navigate high-stress family dynamics with ease
• A calm, level-headed presence when managing urgent welfare issues or sensitive complaints
• A genuine passion for enhancing the lives of older adults and championing the Pegasus brand values

• Due to the nature of wellbeing support, a flexible…