Community Investment Officer

6 months ago

Manchester, United Kingdom Great Places Housing Group Full time

Job Advert

**COMMUNITY INVESTMENT OFFICER**

Reporting to the Community Investment Manager, the Community Investment Officer** **will work as part of the Community Investment team to provide exceptional ‘first point of contact’ experience for customer demands relating to reducing poverty by accessing food, furniture and fuel at competitive rates.

The Community Investment Officer will also support customers to access employment, training and volunteering opportunities. You will assist customers to devise their own solutions, and where this isn’t possible refer onto a trusted partner agency and local service provision, or the Employment and Skills Coaches and Community and Partnership Managers in the Community Investment Team. You will also provide administration support to the wider Community Investment team and will be responsible for ensuring the consistent recording of outcomes and data to demonstrate outcomes achieved and impact for our customers and the communities where we have stock. You will be responsible for liaising with our Communications Team to ensure that our services and the services offered by our partners are promoted through a variety of media to maximise coverage for the benefit of our customers.

What you’ll be doing
- To carry out initial assessments to understand the barriers, challenges and ambitions of our customers, and provide advice and guidance about appropriate provision and referral routes, signposting to trusted partner agencies and service providers.
- Coach customers to enable them to devise their own solutions and identify the actions they need to take, and where possible encouraging them to carry out follow up tasks by themselves.
- To make referrals onto trusted partner agencies and other service providers where appropriate, holding them to account to ensure they meet the requirements of Service Level Agreements in place.
- To escalate more complex demands and where specialist advice or guidance is required, to the Employment and Skills Coaches and the Community and Partnership Managers.
- To capture outcomes and monitor sustainability of opportunities of those customers referred through the service, using digital communication methods where possible.
- To maintain and update a knowledge base of trusted providers and agencies across key geographical areas, enabling the Community Investment Team and other front line staff to have access to information about local service provision.
- To be responsible for general administrative tasks for the role and wider team, including setting up team

meetings, arranging training sessions and taking minutes of meetings.
- To support in the production of reports and management information relating to performance information and outputs of the team.
- To work with the Communications Team with regard to internal and external communications, including website content, social media updates and newsletters, to promote the work of the Community Investment Team and the outcomes achieved.

What you’ll need
- Relevant professional qualifications / memberships desirable (Institute of Customer Service Qualification, IAG level 2 or 3 qualification)
- Ability to complete tasks in an accurate and timely manner when working under pressure
- Attention to detail
- Good written and verbal communication
- Effective liaison with staff/other stakeholders to give information/find information/resolve problems
- Organisation and ability to time-manage work load
- Able to deliver a high standard of customer service
- Experience of working in a customer focussed environment, with a proven ability of delivering a high standard of customer service and a positive attitude towards resolving customer requirements and complaints.
- Understanding of the barriers and challenges for customers in sustaining or securing employment, training or education and ways these can be overcome.
- An understanding of the issues faced by people and families out of work or on low incomes.
- Experience of working using a negotiation/coaching style approach to achieve outcomes
- Experience and understanding of safeguarding

What we need from you
- An ability to work in uncertainty and maintain a positive approach
- Ability to work as part of a team as well as on own initiative
- Professional and value led with integrity, inclusivity and respect for diversity
- Able to make decisions supported by knowledge and experience
- Able to negotiate with customers through adult to adult conversations and encourage the taking responsibility to resolve issues
- To effectively use coaching techniques to help customers identify actions and solutions for themselves
- Professional and value led with integrity, inclusivity and respect for diversity
- Willingness to keep up to date with housing and related legislation
- Be inquisitive and confident in acting on own personal curiosity
- An ability to maintain a positive approach throughout periods of change and embrace a continuous improvement

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