We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

Our Homelessness and Prevention team is friendly and we love what we do. We are passionate about the high- quality support we provide.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Homelessness and Prevention team as a Customer Officer

Housing sits at the heart of our organisation. We believe that everyone deserves a safe, secure, affordable home. Providing care and support to those who need it is an important part of what we do. We work with people experiencing homelessness and who often have other support needs.

Our services include hostels, young peoples’ accommodation services and support delivered in the community; where we provide tailored support that prepares our customers to achieve independence and re-integrate within the community.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

We have a fantastic opportunity for someone to join us in the position of Customer Officer. The core purpose of this role is to provide a liaison service to the GLA internal and external support providers and the Central teams. The GLA Customer officer will arrange and facilitate internal and external meetings including preparing any necessary agendas and reports required for these meetings.

Salary: £30,499 per year

Hours: Monday - Friday 9am-5pm (Flexibility required)

Location: Camden / Remote working / Travelling across London as required (expenses paid)

Your responsibilities are as follows:

• To ensure customers receive a high quality, joined-up service from all teams linked to GLA
• To ensure that problems or issues are tracked and resolved to customer satisfaction and meet Customer Experience Strategy
• To work with colleagues to ensure the quality of customers’ homes is maintained through monitoring
  of health and safety and compliance issues, reactive work and planned works
• Travelling across London to customers homes / remote working (travel expenses will be paid)
• To produce a monthly report on all Performance Indicators and consistently providing management
  and senior management with task related updates.
• Contract monitoring – There will be a requirement to assist in any contract related tasks including
  negotiation, property hand back projects, commissioning of new support contracts, sign ups,
  terminations, and service level agreements
• Property Audits – To carryout visits to review the condition of property and ensure support providers
  delivery level of service meets the requirements outlined in the SLA’s
• GLA units - The role will be accountable for the monitoring of the GLA designated patch of properties.
  Keeping regular contact with our providers to provide housing management and tenancy sustainment
  support by visiting properties and being a liaison to internal or external services. You will need to utilise
  the relevant housing systems to review and maintain information, additionally flag and monitor any issues
  you have identified
• To meet with key members from each of the relevant teams to discuss performance, problems and improvements plans

We are looking for someone who believes in working together as part of a team, who shares our values and who is committed to achieving positive outcomes for all of our customers. The successful candidate will have:

• Substantial knowledge and experience of working in housing organisations
• Substantial experience of working in the Supported Housing sector
• Demonstrates ability to coach and facilitate learning
• A customer first approach
• Demonstrates high level of adaptability to the needs of various customers and audiences and imbeds this ethos within the service area
• Listens closely and is engaging in both one to one, and group scenarios
• Establish priorities and develops clear and logical plans to achieve goals

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service.

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and our workforce reflects that. As of December 2021, One Housing merged with the Riverside Group, creating one of the country's largest housing associations, with more than 75,000 homes. This follows a shared recognition that we are better and stronger together; and that when we combine, we will be able to do more for our customers and the communities we serve.

At One Housing, our people are our strength which is why we work very hard to enable all employees to bring their authentic self to work. This commitment is reflected in our hybrid working policy, our diversity groups support network, our wellbeing initiatives and our employee benefits.

We understand that the different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.

Apply today for a fulfilling career in our Homelessness and Prevention team.