Location:
Epsom (Hybrid Working) - Travel across all of our stock (East Kent, West Kent, Surrey and Sussex) is required as part of the role. Salary:
GBP34,039.00 - GBP39,331.00 Hours per week:
35 Contract:
Permanent Notice Period:
1 Month Purpose:
Provide tailored support and advice to our customers, enabling them to establish and sustain successful tenancies. Minimising instances of tenancy breakdown and enhancing the wellbeing of our customers and our communities. Work as part of the team, co-ordinating actions and interventions to provide advice and assistance on issues which can impact on successful tenancies such as health and wellbeing, social isolation, employment, training and financial issues. Referring or signposting to internal or external support and ensuring continued engagement with support as needed. Support the transformation of our business and utilise technological advances to meet the changing needs of our customers and drive value and efficiency. Actively promote self-serve options whilst ensuring services remain equally accessible to those who cannot self-serve. Role Specific Responsibilities:
Coordinate the identification of customers both pre-tenancy and during tenancy, who require additional support to sustain their tenancies. Promote independence, enabling customers who are unable to use TCH's digital services to access core services and support. Assess individual customer requirements pre and during tenancy to enable them to successfully sustain a tenancy. Contribute to and champion our digital strategy by supporting digital engagement with our customers. Identify customers who require enhanced services and act on internal, external and customer self-referrals. Provide clear, accessible information about TCH's and other support services available. Act as an advocate for vulnerable tenants with statutory, voluntary and commercial agencies. Maintain accurate records in relation to customers' vulnerability and support requirements. Provide, or facilitate, intensive tenancy support to customers at the point of crisis. Job General Information:
Adhere to the equal opportunities policy and actively promote equality of opportunity. Recognise, respect and promote the different roles and diversity of the individuals within the business. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law. Take responsibility for your own development and professionalism. Be an effective member of your team. Required Education and Qualifications:
Education to GCSE (or equivalent) level of education with Maths and English (essential). Level 3 Housing Management Qualification - or commitment to study towards (desirable). Required Key Skills and Competencies:
A basic understanding of the welfare benefit and tax credit systems. Experience of working with vulnerable residents, diverse communities and marginalised groups. Demonstrable experience of providing one to one advice, counselling or mediation work. Knowledge of relevant legislation, regulation and best practice. Required Behaviours:
Good written and oral communication skills. Commitment to provide excellent customer service. Good organisational and time management skills. Why Choose Us:
Contributory pension scheme 4% to 10% matched contributions. Hybrid working. 30 days annual leave in addition to bank holidays. Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions). This job description is a guide to the nature of the work required. It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
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Epsom (Hybrid Working) - Travel across all of our stock (East Kent, West Kent, Surrey and Sussex) is required as part of the role. Salary:
GBP34,039.00 - GBP39,331.00 Hours per week:
35 Contract:
Permanent Notice Period:
1 Month Purpose:
Provide tailored support and advice to our customers, enabling them to establish and sustain successful tenancies. Minimising instances of tenancy breakdown and enhancing the wellbeing of our customers and our communities. Work as part of the team, co-ordinating actions and interventions to provide advice and assistance on issues which can impact on successful tenancies such as health and wellbeing, social isolation, employment, training and financial issues. Referring or signposting to internal or external support and ensuring continued engagement with support as needed. Support the transformation of our business and utilise technological advances to meet the changing needs of our customers and drive value and efficiency. Actively promote self-serve options whilst ensuring services remain equally accessible to those who cannot self-serve. Role Specific Responsibilities:
Coordinate the identification of customers both pre-tenancy and during tenancy, who require additional support to sustain their tenancies. Promote independence, enabling customers who are unable to use TCH's digital services to access core services and support. Assess individual customer requirements pre and during tenancy to enable them to successfully sustain a tenancy. Contribute to and champion our digital strategy by supporting digital engagement with our customers. Identify customers who require enhanced services and act on internal, external and customer self-referrals. Provide clear, accessible information about TCH's and other support services available. Act as an advocate for vulnerable tenants with statutory, voluntary and commercial agencies. Maintain accurate records in relation to customers' vulnerability and support requirements. Provide, or facilitate, intensive tenancy support to customers at the point of crisis. Job General Information:
Adhere to the equal opportunities policy and actively promote equality of opportunity. Recognise, respect and promote the different roles and diversity of the individuals within the business. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law. Take responsibility for your own development and professionalism. Be an effective member of your team. Required Education and Qualifications:
Education to GCSE (or equivalent) level of education with Maths and English (essential). Level 3 Housing Management Qualification - or commitment to study towards (desirable). Required Key Skills and Competencies:
A basic understanding of the welfare benefit and tax credit systems. Experience of working with vulnerable residents, diverse communities and marginalised groups. Demonstrable experience of providing one to one advice, counselling or mediation work. Knowledge of relevant legislation, regulation and best practice. Required Behaviours:
Good written and oral communication skills. Commitment to provide excellent customer service. Good organisational and time management skills. Why Choose Us:
Contributory pension scheme 4% to 10% matched contributions. Hybrid working. 30 days annual leave in addition to bank holidays. Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions). This job description is a guide to the nature of the work required. It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
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