Tenant Support Specialist

2 months ago

Aldershot, Hampshire, United Kingdom Mears Full time

About the Role

This is an exciting opportunity to join Mears as a Tenant Welfare Officer, forming part of the front-line delivery team providing temporary accommodation and support to individuals who may be vulnerable or have a special housing need in a pathway to more settled accommodation.

Pastoral support is provided by 2 Tenant Welfare Officers as part of a team to assist the management and tenancy sustainment of our Tenants, enabling them to manage the accommodation we provide.

The key requirement of this service is to ensure that our tenants are in the strongest position to be successful in their follow-on moves.

Key Responsibilities

  • Assess, record, and plan welfare and support needs for each client assigned to you.
  • Organize and provide appropriate support for clients preparing to move-on to greater independence.
  • Contribute to the protection of clients, neighbors, and the local community to support clients when they are distressed, ensuring safeguarding and welfare are fully considered in line with processes.
  • Delivery of service through sign-posting, direct referral, and liaison with other housing, health, and social care professionals, benefits, welfare, and advocacy agencies, and other landlords as appropriate.
  • Deliver services to ensure full contractual compliance and successful outcomes of all Key Performance Indicators and service delivery targets.
  • Ensure clients understand the mutual terms and obligations of their tenancy, managing any breach in line with Mears processes and procedures.
  • Conduct regular property inspections to ensure full contractual compliance and successful outcomes of all Key Performance Indicators, internal, and commercial targets.
  • Delivery of move-in, move-out service ensuring all issues and risks are flagged to the relevant teams for action.
  • Ensure all records and IT data on systems remain updated with accurate and up-to-date information.

Requirements

  • Experience in delivering front-line customer service.
  • Ability to work as part of a team and independently.
  • Delivering against targets.
  • Support service delivery to a vulnerable client group.
  • Understanding of the roles and responsibilities of statutory authorities and voluntary groups in providing identifiable support needs.
  • A flexible working approach and the ability to work to tight deadlines.
  • Ability to identify individual and family need and recognize the required support packages to maintain independence.
  • Effective communication with colleagues and clients face-to-face.
  • Ability to understand differing cultures and adapt approach to achieve the best outcome.

What We Offer

  • 25 days annual leave plus bank holidays.
  • Annual Mears Fun Day.
  • Volunteering Leave.
  • Staff perks with Mears Rewards.
  • Family-friendly policies.

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