Job Title: Customer Contact Adviser Location: Stockwell, London, SW9 Job Type: 33,000 Per annum About SW9 Community Housing: SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association Sovereign Network Group (SNG). Being a community-based organisation, we are seeking to recruit an experienced Customer Contact Adviser with a focus on service delivery and a people-centre approach. With a turnover of 13m, and rising, and in excess of 150million of inward investment provided by Network Homes now Sovereign Network Group (SNG) over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey. About The Role: The Customer Contact Adviser is a frontline repairs role with enhanced responsibility for follow-on actions, work-in-progress (WIP) control and customer outcomes. While the postholder will remain the first point of contact for residents taking calls, raising repairs and managing enquiries in line with established Repairs Assistant processes this role is differentiated by taking active ownership of repairs beyond the initial logging stage. The postholder is responsible for ensuring follow-on works are raised, repairs are progressed, overdue jobs are actively chased, residents are kept informed, and customer satisfaction feedback is captured. The role plays a key part in improving grip on repairs delivery, reducing backlog and improving communication. Key Responsibilities: First Point of Contact & Repairs Logging - Act as the first point of contact for residents reporting repairs via phone, email, 8x8/WhatsApp, Teams and in person Follow-On Works Ownership (Core Focus of the Role) - Take ownership of all follow-on actions arising from inspections. Resident Communication & Case Ownership - Keep residents informed throughout the full repairs journey. Customer Satisfaction & Feedback - Complete customer satisfaction surveys on a minimum of 10% of completed repairs. Record feedback accurately and escalate negative feedback or service failures Insite Administration & Evidence Handling - Review and action Insite inspection reports and ensure staff raise required works within SLA timeframes. Contractor & Internal Liaison - Act as a key liaison between residents, contractors and internal teams Variations, Quotes & Escalation Control - Monitor all repair variations and follow-on quotes to ensure they are logged, tracked and progressed Knowledge and Experience: A background of responsive repairs, housing and customer service is desirable as we are looking for a client to hit the ground running. Demonstrate evidence of building and maintaining effective, productive relationships with key stakeholders. Sound knowledge of current and future challenges facing housing as well as an understanding of "third sector" services' issues and sensitivities. Demonstrate a high standard of written skills including report writing and responding professionally to complaints Substantial proven experience in a similar role. Experience of Northgate and CRM Experience of working in social housing. Experience of dealing with complaints Experience of dealing with Disrepair cases Full details of the role profile is available on request. Please click on the APPLY button to send your CV for this role. Candidates with the experience or relevant job titles of; Service Adviser, Service Administrator, Works Administrator, Service Supervisor, Engineering Administrator, Maintenance Controller, Front Desk, Call Handler, Service Advisor, Customer Service Adviser, may also be considered for this role.
06/03/2026
Full time
Job Title: Customer Contact Adviser Location: Stockwell, London, SW9 Job Type: 33,000 Per annum About SW9 Community Housing: SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association Sovereign Network Group (SNG). Being a community-based organisation, we are seeking to recruit an experienced Customer Contact Adviser with a focus on service delivery and a people-centre approach. With a turnover of 13m, and rising, and in excess of 150million of inward investment provided by Network Homes now Sovereign Network Group (SNG) over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey. About The Role: The Customer Contact Adviser is a frontline repairs role with enhanced responsibility for follow-on actions, work-in-progress (WIP) control and customer outcomes. While the postholder will remain the first point of contact for residents taking calls, raising repairs and managing enquiries in line with established Repairs Assistant processes this role is differentiated by taking active ownership of repairs beyond the initial logging stage. The postholder is responsible for ensuring follow-on works are raised, repairs are progressed, overdue jobs are actively chased, residents are kept informed, and customer satisfaction feedback is captured. The role plays a key part in improving grip on repairs delivery, reducing backlog and improving communication. Key Responsibilities: First Point of Contact & Repairs Logging - Act as the first point of contact for residents reporting repairs via phone, email, 8x8/WhatsApp, Teams and in person Follow-On Works Ownership (Core Focus of the Role) - Take ownership of all follow-on actions arising from inspections. Resident Communication & Case Ownership - Keep residents informed throughout the full repairs journey. Customer Satisfaction & Feedback - Complete customer satisfaction surveys on a minimum of 10% of completed repairs. Record feedback accurately and escalate negative feedback or service failures Insite Administration & Evidence Handling - Review and action Insite inspection reports and ensure staff raise required works within SLA timeframes. Contractor & Internal Liaison - Act as a key liaison between residents, contractors and internal teams Variations, Quotes & Escalation Control - Monitor all repair variations and follow-on quotes to ensure they are logged, tracked and progressed Knowledge and Experience: A background of responsive repairs, housing and customer service is desirable as we are looking for a client to hit the ground running. Demonstrate evidence of building and maintaining effective, productive relationships with key stakeholders. Sound knowledge of current and future challenges facing housing as well as an understanding of "third sector" services' issues and sensitivities. Demonstrate a high standard of written skills including report writing and responding professionally to complaints Substantial proven experience in a similar role. Experience of Northgate and CRM Experience of working in social housing. Experience of dealing with complaints Experience of dealing with Disrepair cases Full details of the role profile is available on request. Please click on the APPLY button to send your CV for this role. Candidates with the experience or relevant job titles of; Service Adviser, Service Administrator, Works Administrator, Service Supervisor, Engineering Administrator, Maintenance Controller, Front Desk, Call Handler, Service Advisor, Customer Service Adviser, may also be considered for this role.
Job Title: Asset Coordinator Location: Stockwell, London, SW9 Job Type: 33,000 Per annum About SW9 Community Housing: SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Sovereign Network Group (SNG). Being a community-based organisation, we are seeking to recruit an experienced Asset Coordinator with a focus on service delivery and a people-centre approach. With a turnover of 13m, and rising, and in excess of 150million of inward investment provided by Network Homes now Sovereign Network Group (SNG) over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey. About The Role: To provide comprehensive administrative, coordination and customer support to the Technical and Repairs Service with a specialist focus on Damp & Mould case management. The role ensures all damp & mould reports are logged, triaged, monitored and completed in accordance with legal and regulatory frameworks (including Awaab's Law and HHSRS). The postholder also supports wider Repairs functions including call handling, job logging, appointment scheduling, contractor liaison and evidence management to ensure responsive repairs and maintenance services are delivered efficiently and professionally. Key Responsibilities: Call Handling & Customer Service - Act as a first point of contact for all repairs and damp & mould enquiries across phone, Teams, WhatsApp/8x8, email and in-person. Damp & Mould Case Management & Awaab's Law Compliance - Act as the primary coordinator for all Damp & Mould (D&M) reports, ensuring every case is logged promptly, accurately and in line with statutory and organisational requirements Disrepair Coordination - Log and administer disrepair notifications, ensuring all legal deadlines and compliance requirements are met. Technical Repairs Support - Coordinate technical and complex repairs referred by Surveyors or senior staff Resident & Contractor Communication - Act as a key point of contact for residents regarding D&M, disrepair and technical cases, providing timely, clear and empathetic communication. Data, Reporting & Compliance - Keep all case records up to date in NEC and other asset management systems Repairs Logging, Job Raising & Insite Administration - Log repairs and D&M works orders accurately in NEC with correct SOR codes, priority levels and contractor allocation. Experience and Skills: Knowledge of relevant legislation such as Landlord & Tenant Act, Homes (Fitness for Human Habitation) Act, and HHSRS. Experience supporting legal disrepair cases or technical inspections. Understanding of building pathology and common structural/repairs Experience in housing repairs, property services or asset management administration. Strong organisational skills with the ability to manage high workloads and competing priorities. Excellent customer service and communication skills, particularly with vulnerable residents. Good understanding of damp & mould issues, disrepair obligations and technical repairs processes (training can be provided). Ability to work confidently with contractors, surveyors and internal teams. Competent in using housing/repairs systems (e.g. NEC, CRM) and Microsoft Office. High level of accuracy in data entry, record keeping and case documentation. Excellent interpersonal skills to support work with customers across a range of circumstances Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility Excellent time management skills and able to prioritise, plan own workload and show flexibility Full details of the role profile available on request. Please click on the APPLY button to send your CV for this role. Candidates with the experience or relevant job titles of; Asset Coordinator, Asset Administrator, Customer Support Administrator, Housing Support Administrator, Housing Asset Support, may also be considered for this role.
06/03/2026
Full time
Job Title: Asset Coordinator Location: Stockwell, London, SW9 Job Type: 33,000 Per annum About SW9 Community Housing: SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Sovereign Network Group (SNG). Being a community-based organisation, we are seeking to recruit an experienced Asset Coordinator with a focus on service delivery and a people-centre approach. With a turnover of 13m, and rising, and in excess of 150million of inward investment provided by Network Homes now Sovereign Network Group (SNG) over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey. About The Role: To provide comprehensive administrative, coordination and customer support to the Technical and Repairs Service with a specialist focus on Damp & Mould case management. The role ensures all damp & mould reports are logged, triaged, monitored and completed in accordance with legal and regulatory frameworks (including Awaab's Law and HHSRS). The postholder also supports wider Repairs functions including call handling, job logging, appointment scheduling, contractor liaison and evidence management to ensure responsive repairs and maintenance services are delivered efficiently and professionally. Key Responsibilities: Call Handling & Customer Service - Act as a first point of contact for all repairs and damp & mould enquiries across phone, Teams, WhatsApp/8x8, email and in-person. Damp & Mould Case Management & Awaab's Law Compliance - Act as the primary coordinator for all Damp & Mould (D&M) reports, ensuring every case is logged promptly, accurately and in line with statutory and organisational requirements Disrepair Coordination - Log and administer disrepair notifications, ensuring all legal deadlines and compliance requirements are met. Technical Repairs Support - Coordinate technical and complex repairs referred by Surveyors or senior staff Resident & Contractor Communication - Act as a key point of contact for residents regarding D&M, disrepair and technical cases, providing timely, clear and empathetic communication. Data, Reporting & Compliance - Keep all case records up to date in NEC and other asset management systems Repairs Logging, Job Raising & Insite Administration - Log repairs and D&M works orders accurately in NEC with correct SOR codes, priority levels and contractor allocation. Experience and Skills: Knowledge of relevant legislation such as Landlord & Tenant Act, Homes (Fitness for Human Habitation) Act, and HHSRS. Experience supporting legal disrepair cases or technical inspections. Understanding of building pathology and common structural/repairs Experience in housing repairs, property services or asset management administration. Strong organisational skills with the ability to manage high workloads and competing priorities. Excellent customer service and communication skills, particularly with vulnerable residents. Good understanding of damp & mould issues, disrepair obligations and technical repairs processes (training can be provided). Ability to work confidently with contractors, surveyors and internal teams. Competent in using housing/repairs systems (e.g. NEC, CRM) and Microsoft Office. High level of accuracy in data entry, record keeping and case documentation. Excellent interpersonal skills to support work with customers across a range of circumstances Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility Excellent time management skills and able to prioritise, plan own workload and show flexibility Full details of the role profile available on request. Please click on the APPLY button to send your CV for this role. Candidates with the experience or relevant job titles of; Asset Coordinator, Asset Administrator, Customer Support Administrator, Housing Support Administrator, Housing Asset Support, may also be considered for this role.
Job Title: Senior Neighbourhood Services Officer Job Type: Full time/ Permanent Salary : 42,000 Located: Stockwell, London, SW9 About SW9 Community Housing SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Sovereign Network Group. Being a community-based organisation, we are seeking to recruit an experienced Customer Services Officer, with a focus on service delivery and a people-centre approach. With a turnover of 11m, and rising, and in excess of 150million of inward investment provided by Network Homes over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey. About the role: To develop community involvement initiatives on the estate, streets, and neighbourhood in partnership with the various resident representative groups within SW9. To build capacity within communities to enable local representation generally and specifically to ensure that the needs of diverse communities are met. To provide support in developing strategies as part of the regeneration for the estate and making applications for external funding About you: Education A good standard of education commensurate to the role. A housing qualification is desirable. Knowledge and skills Excellent interpersonal skills to support work with customers across a range of knowledge of national policies and guidance in relation to Community Engagement. Good working knowledge of and proven ability to work in partnership with the voluntary and community sector. Ability to engage and involve key stakeholders including residents, voluntary and community groups in the design, development, and delivery of community enagement. Ability to work to agreed timescales and to work flexibly to meet deadlines, plan and deliver a range of different activities. Ability to use own initiative and prioritise own workload efficiently. Strong verbal communication skills and the ability to adapt this approach for different audiences. Strong written communication skills, sufficient to write reports and analyse information to identify issues and themes and recommend action. Excellent analytical skills to identify a range of issues from information gathered. Proven ability to work under pressure, adapt to changes in circumstances, and to be resilient and remain optimistic in the face of adversity. Excellent administrative skills to manage a diverse workload. Available to attend regular evening meetings. Commitment to equality and diversity. Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility. Ability to validate information and show attention to detail. Understanding of the principals of the National Standards of Community Engagement Experience Experience of working effectively, flexibly, and collaboratively with different stakeholders including residents, voluntary and community organisations. Experience of developing, delivering, and evaluating community development work, including managing events, resident involvement initiatives on estates and neighbourhoods. Experience of capacity building within communities to enable local representation generally and specifically to ensure that the needs of minority communities are met. Experience of encouraging the participation of community representatives at consultative forums. Experience of managing conflicting views in a confident, assertive, and diplomatic manner. Who we are: A group of people who demonstrate integrity, respect, and teamwork A group of people with passion, drive, and the courage to be different A group of people committed to doing the right thing. Benefits: When you work at SW9, you are directly impacting on the lives of our residents. In return for your energy, innovation, and commitment, we offer: a defined contribution Pensions Scheme (employer match up to 8%) 5 x annual salary life assurance cover competitive annual leave entitlement Interest-free loans (including season ticket loan, Cycle-to-Work scheme, rent deposit loan) employee assistance programme excellent learning & development opportunities staff discount scheme a modern office and facilities.
29/08/2024
Full time
Job Title: Senior Neighbourhood Services Officer Job Type: Full time/ Permanent Salary : 42,000 Located: Stockwell, London, SW9 About SW9 Community Housing SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Sovereign Network Group. Being a community-based organisation, we are seeking to recruit an experienced Customer Services Officer, with a focus on service delivery and a people-centre approach. With a turnover of 11m, and rising, and in excess of 150million of inward investment provided by Network Homes over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey. About the role: To develop community involvement initiatives on the estate, streets, and neighbourhood in partnership with the various resident representative groups within SW9. To build capacity within communities to enable local representation generally and specifically to ensure that the needs of diverse communities are met. To provide support in developing strategies as part of the regeneration for the estate and making applications for external funding About you: Education A good standard of education commensurate to the role. A housing qualification is desirable. Knowledge and skills Excellent interpersonal skills to support work with customers across a range of knowledge of national policies and guidance in relation to Community Engagement. Good working knowledge of and proven ability to work in partnership with the voluntary and community sector. Ability to engage and involve key stakeholders including residents, voluntary and community groups in the design, development, and delivery of community enagement. Ability to work to agreed timescales and to work flexibly to meet deadlines, plan and deliver a range of different activities. Ability to use own initiative and prioritise own workload efficiently. Strong verbal communication skills and the ability to adapt this approach for different audiences. Strong written communication skills, sufficient to write reports and analyse information to identify issues and themes and recommend action. Excellent analytical skills to identify a range of issues from information gathered. Proven ability to work under pressure, adapt to changes in circumstances, and to be resilient and remain optimistic in the face of adversity. Excellent administrative skills to manage a diverse workload. Available to attend regular evening meetings. Commitment to equality and diversity. Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility. Ability to validate information and show attention to detail. Understanding of the principals of the National Standards of Community Engagement Experience Experience of working effectively, flexibly, and collaboratively with different stakeholders including residents, voluntary and community organisations. Experience of developing, delivering, and evaluating community development work, including managing events, resident involvement initiatives on estates and neighbourhoods. Experience of capacity building within communities to enable local representation generally and specifically to ensure that the needs of minority communities are met. Experience of encouraging the participation of community representatives at consultative forums. Experience of managing conflicting views in a confident, assertive, and diplomatic manner. Who we are: A group of people who demonstrate integrity, respect, and teamwork A group of people with passion, drive, and the courage to be different A group of people committed to doing the right thing. Benefits: When you work at SW9, you are directly impacting on the lives of our residents. In return for your energy, innovation, and commitment, we offer: a defined contribution Pensions Scheme (employer match up to 8%) 5 x annual salary life assurance cover competitive annual leave entitlement Interest-free loans (including season ticket loan, Cycle-to-Work scheme, rent deposit loan) employee assistance programme excellent learning & development opportunities staff discount scheme a modern office and facilities.
