Housing Coordinator

6 months ago

Northampton, United Kingdom Sage Homes Full time

**About Sage Homes**

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 16,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and by 2030 we have committed to deliver 30,000 high-quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

**About the role**:
As a Housing Coordinator, you will provide vital administrative and operational support to the Housing Operations Management Team to deliver high quality services to our customers. You will serve as a central point of contact for internal teams and, where necessary, handling housing-related enquiries from customers, triaging queries as needed. In addition to customer-facing responsibilities, you will play a key role in maintaining accurate and up-to-date records, tracking performance metrics, and helping to ensure compliance with regulatory requirements.

You will collaborate closely with the Housing Operations teams, providing administrative assistance such as scheduling appointments, coordinating meetings, and maintaining case files. Your support will enable the teams to focus on delivering high-quality services to our customers and communities. By supporting multiple teams, you will play a critical role in fostering seamless communication, coordination, and collaboration within the Housing Operations department. Your ability to adapt, learn quickly, and thrive in a fast-paced, multifaceted environment will be highly valued and contribute to the overall success of the organisation.

This dynamic role offers an exciting chance to develop a comprehensive understanding of the housing operations landscape, enabling you to broaden your knowledge, skills, and experiences. You will have the opportunity to work on a wide range of tasks and projects.

**This is a hybrid working role based in our Northampton office.**

**Key Duties**:

- Act as the initial point of contact for housing operations enquiries from internal teams and at times customers, managing the enquiry triage process and redirecting queries to the appropriate teams or personnel as needed.
- Respond to straightforward housing-related enquiries directly, providing accurate information and guidance to customers while adhering to organisational policies and procedures.
- Maintain accurate and up-to-date records of customer interactions, case details, and resolutions, updating Sage's CRM system and other relevant databases.
- Track and monitor performance metrics, Key Performance Indicators (KPIs), and case management data across the Housing Operations Team, generating reports and working with the Head of Housing Operations to identify areas for improvement.
- Support the Homes & Communities Officers by managing the Tenancy Review processes, monitoring and updating the review workbook weekly, reporting performance and forecasting upcoming demand.
- Support the Homes & Communities Officers by coordinating mutual exchange processes, monitoring progress, setting actions and tasks, and ensuring timely updates to case files.
- Provide administrative assistance to the Housing Operations Team, including scheduling appointments, preparing correspondence, maintaining case files, and performing general office duties as needed.
- Participate in team meetings, training sessions, and other organisational events to contribute to a positive and collaborative work environment.
- Provide cover during periods of high call volume or staff shortages, answering incoming overflow calls and addressing customer enquiries related to housing services.
- Support the compilation and distribution of regular performance reports, dashboards, and updates to management and leadership teams, ensuring transparency and effective communication across the organisation.
- Coordinate and schedule training sessions, workshops, or team-building activities for the Housing Operations Team, supporting their professional development and fostering a collaborative work environment.
- Contribute to service improvement by identifying opportunities for process enhancements and suggesting innovative ideas to increase operational efficiency and customer satisfaction.

**About you**
- Relevant experience in an administrative or customer service role, preferably within the social housing sector or a similar service-oriented environment
- Strong understanding of housing management principles, tenancy processes, and relevant housing legislation (e.g., Housing Act 1985, Localism Act 2011)
- Excellent written and verbal communication skills in English, with the ab

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