Customer Service Coordinator

This is an exciting opportunity for a front-line Housing and Customer Service Coordinator to join our Lancashire regional Older Peoples Service team, covering schemes in Preston, Ribchester and supporting the rest of the region as required, to deliver a high quality, customer focused and proactive housing management service that meets the needs and requirements of older people. You will often be a first point of contact for our customers, other internal teams and stakeholders, for specialist advice and assistance on a wide range of housing management related queries or issues and will be passionate about ensuring that customers can enjoy a safe, comfortable environment in their homes and continue to live as independently as possible.

What will my working week look like? The core hours for our customers are 9am to 5pm so we need to ensure adequate cover is in place to support our service offer across Lancashire, Preston and Yorkshire. You will also need to be based within a reasonable travelling distance of our Head Office in Birchwood, Warrington to attend meetings and training courses when needed.

• Letting properties, from enquiry through to customers moving into their new home.
• Regular checks to ensure the safety, wellbeing and safeguarding of our customers.
• Effective and supportive housing management throughout the tenancy including, when needed tenancy enforcement and investigating low level anti-social behaviour through to resolution.
• Maintaining a positive climate for resident engagement, including supporting and leading at customer meetings, housing surgeries and listening and responding to all feedback, whether positive or negative in line with our customer values and business priorities.

One of the great things about this role is having the opportunity to make a real difference for our customers and communities. Ultimately, you will be driven to get things right first time to achieve successful outcomes for our customers.

It’s a given that you will have excellent communication skills and be a true people person always on the lookout for opportunities to improve and enhance YHG’s service to our customers.

Ideally you will be a….

• Some knowledge of housing management legislation and housing/tenancy management principles
• Experience of delivering exemplary customer service ideally to older people
• Ability to build positive relationships with a diverse range of people
• Ability to travel easily between sites where needed and a flexible, proactive approach
• A flexible and collaborative team player with the ability to create a positive environment and listen to customers, putting them first
• Able to effectively engage with internal and external stakeholders and key partners
• Resilient and adaptable, able to prioritise a busy and reactive workload
• A great communicator, written and verbal, with excellent attention to detail

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford. As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK’s housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers.

We also build over 1,000 new homes each year. We’re an employer of choice, over 88% of colleagues here recommend us as a ‘great place to work’.

In return we offer £26,000 for a 35-hour week, and 25 days annual leave (holidays also increase with time served) plus Bank Holidays, but our employee offering provides much more than just a competitive salary and holiday allowance. We trust our people to manage their own diaries, if you need time for an appointment, the school run or an exercise class, as long as it fits with business needs, we’re open to what works for you too.

And when you need to collaborate with your team, you can visit Youggle House - our wellbeing, social, collaboration and meeting space, in Birchwood, Warrington. On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level healthcare cash plan, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.