Customer Support Coordinator

Job description

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities. From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK. And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do.

We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other.

Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

More about your role

Please note this will be a scheme based role at our Lanercost scheme

As a Customer Support Coordinator, you'll deliver high-quality housing and support services to customers who may have complex and enduring support needs. Working with an individual caseload, you'll support customers to achieve their goals through effective support and safety planning, helping them build independence and prepare for move-on into permanent housing.

You'll work closely with external agencies and partners to ensure customers receive a coordinated and holistic service, providing advice, guidance and signposting where appropriate. You'll also be responsible for key housing management activities including assessments, sign-ups, tenancy management, responding to tenancy-related queries and addressing antisocial behaviour and tenancy breaches.

A key part of the role is maintaining accurate records, support plans and customer files, ensuring all administration is completed daily and in line with organisational procedures. You'll report safeguarding concerns and notifiable incidents, monitor the condition of the service by reporting maintenance issues, and support customer engagement activities that encourage participation and positive outcomes. You'll also attend multi-agency meetings, provide updates on customer progress and contribute to service performance targets including voids, arrears and reletting times.

Essential Criteria

• Experience working within supported housing, homelessness services or a similar environment supporting customers with complex support needs.
• Knowledge and experience of tenancy management, housing management processes and relevant statutory or regulatory requirements.
• Experience managing customer caseloads, support plans and risk or safety plans.
• Ability to maintain accurate customer records and use IT systems to support service delivery and administration.
• Experience working collaboratively with external agencies and partner organisations to achieve positive customer outcomes.

More about you

You'll have a genuine passion for supporting people and helping them achieve positive outcomes. You understand the challenges faced by customers with complex and enduring support needs and are confident balancing support delivery with housing management responsibilities.

You'll be organised, able to manage competing priorities and comfortable working independently as well as part of a wider team. You'll have a sound understanding of safeguarding practices, GDPR and the importance of maintaining accurate records. A Level 2 or Level 3 qualification in Housing, Young People, Support Work or a related subject would be beneficial, although relevant experience is equally valued.

Commitment to Trauma Informed Practice

At Places for People, we are committed to creating safe and supportive environments for individuals who have experienced trauma. We understand that trauma can have a profound impact on individuals, and we are dedicated to recognising the signs and symptoms of trauma, practicing empathy and respect, and using trauma-informed language. We are also committed to providing individuals with choice and autonomy, and to working collaboratively to empower them to re-establish control of their lives.

What you'll get

We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond.

You'll receive:

• Pension with matched contributions up to 7%
  Bonus scheme for colleagues at 2%
  35 days holiday (including bank holidays) with the option to buy or sell days
  Healthcare cashback plan for everyday medical costs, with private GP and health support services available
  Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing
  Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases
  Ongoing training, professional qualifications, internal development programmes and career progression opportunities
  Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work
  Strong focus on inclusion, wellbeing and colleague engagement
  Free membership to Places Gyms
  Life Assurance to provide financial security for your loved ones, alongside access to will writing services to help you plan for the future with confidence

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of ourcommitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities

Extra information

Status

Open

Education Level

Secondary School

Location

Brentry

Type of Contract

Full-time jobs

Salary indication

£26,000 Per Month

Published at

24-09-2026

Profession type

Home Care Jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English