Customer Support Coordinator

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities. From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK. And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do.
We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other.
Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.
More about your role
Please note this will be a scheme based role at our Lanercost scheme
As a Customer Support Coordinator, you'll deliver high-quality housing and support services to customers who may have complex and enduring support needs. Working with an individual caseload, you'll support customers to achieve their goals through effective support and safety planning, helping them build independence and prepare for move-on into permanent housing.
You'll work closely with external agencies and partners to ensure customers receive a coordinated and holistic service, providing advice, guidance and signposting where appropriate. You'll also be responsible for key housing management activities including assessments, sign-ups, tenancy management, responding to tenancy-related queries and addressing antisocial behaviour and tenancy breaches.
A key part of the role is maintaining accurate records, support plans and customer files, ensuring all administration is completed daily and in line with organisational procedures. You'll report safeguarding concerns and notifiable incidents, monitor the condition of the service by reporting maintenance issues, and support customer engagement activities that encourage participation and positive outcomes. You'll also attend multi-agency meetings, provide updates on customer progress and contribute to service performance targets including voids, arrears and reletting times.

Essential Criteria
Experience working within supported housing, homelessness services or a similar environment supporting customers with complex support needs.
Knowledge and experience of tenancy management, housing management processes and relevant statutory or regulatory requirements.
Experience managing customer caseloads, support plans and risk or safety plans.
Ability to maintain accurate customer records and use IT systems to support service delivery and administration.
Experience working collaboratively with external agencies and partner organisations to achieve positive customer outcomes.
More about you
You'll have a genuine passion for supporting people and helping them achieve positive outcomes. You understand the challenges faced by customers with complex and enduring support needs and are confident balancing support delivery with housing management responsibilities.
You'll be organised, able to manage competing priorities and comfortable working independently as well as part of a wider team. You'll have a sound understanding of safeguarding practices, GDPR and the importance of maintaining accurate records. A Level 2 or Level 3 qualification in Housing, Young People, Support Work or a related subject would be beneficial, although relevant experience is equally valued.
Commitment to Trauma Informed Practice
At Places for People, we are committed to creating safe and supportive environments for individuals who have experienced trauma. We understand that trauma can have a profound impact on individuals, and we are dedicated to recognising the signs and symptoms of trauma, practicing empathy and respect, and using trauma-informed language. We are also committed to providing individuals with choice and autonomy, and to working collaboratively to empower them to re-establish control of their lives.
What you'll get
We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond.
You'll receive:
Pension with matched contributions up to 7%

• Bonus scheme for colleagues at 2%

• 35 days holiday (including bank…