18.5 hours per week 

Hours to be worked across a rota covering the hours 8am-10pm, 7 days a week across the team. Rota to be developed upon appointment of all colleagues. This role will partake in a paid on-call night rota to be shared with all roles in the service.

Gloucestershire’s best place to work and Housing Heroes employer of the year? Yes, that’s us. Awarded for our inclusive culture and commitment to Equality, Diversity and Inclusion? That’s right. Shortlisted at National Healthy Housing Awards? Guilty.

The opportunity

It’s an exciting time for us as we have recently acquired a new homeless property to support young people aged 18-25 at risk of homelessness and rough sleeping, which will be ready in April 2025.

Because of this, we’re now seeking a Support Worker –someone to support young people with multiple and complex needs, so they can articulate and achieve their aspirations and ambitions and acquire the skills they need to live independent and fulfilling lives.

Within this role, you’ll deliver one to one key work sessions, groupwork and activities through the support model so that residents can access tailored solutions that meet their needs, wishes and aspirations. You’ll work creatively and effectively alongside young people to inspire and encourage them to develop their talents as they seek employment, volunteering, and training opportunities.

Ensuring young people are encouraged to take responsibility for their own personal development, to engage with the services on offer and build strong networks and connections within the local community to sustain their journey when they move on, you’ll ensure their views, aspirations, concerns, and ideas are sought so they can play an active role in influencing the services they receive.

We’d like you to have…

• GCSE/NVQ Level 2 in relevant subjects, or equivalent expertise through relevant CPD training/experience relating to housing, support work, and/or working with young people or adults at risk.
• Ability to work proactively with a caseload of young people with multiple and complex needs to enable them to achieve independent living.
• Experience of dealing effectively and proactively with clients, in difficult situations where it is not always possible to meet customer needs/wishes.
• Ability to use IT systems, including PCs, mobile phones, digital cameras and PDA’s, to gather, store and process information.
• Excellent communication, interpersonal, and negotiation skills with a strong customer focus.
• The ability to give accurate and up to date advice, information, and support on a broad range of topics.
• The ability to understand the needs and perceptions of clients; handling difficult situations sensitively together with the ability to understand the needs of different client groups and individuals; including the ability to deal with complex mental health, substance abuse and violent behaviour.
• Knowledge of the principles of psychologically informed environments, trauma informed care and strengths-based support.
• Understanding of, and commitment to, equality, diversity and inclusion.

Why us?

You may have sensed that we’re not just any social housing provider. We look to do things differently to achieve our commitment to building a healthy, vibrant, and inclusive organisation that treats people with respect and creates opportunities for all.

We have strong community roots and an ambitious five-year strategy which we are refreshing right now. In the last year we have undergone significant change in our operating environment, regulatory framework and with the needs and expectations of customers and colleagues.

Application Information

For more information on the role accountabilities and skills required, please check out the job recruitment pack:https://www.gch.co.uk/wp-content/uploads/2024/12/Support-Worker-Hewmar-House.pdf

On the following pages you’ll find information about GCH, which will provide you with a good overview and help you complete your application.

We’re interested to know about you, your skills and knowledge, and your motivations and how these align with our vision and values. To demonstrate this, please provide a CV and Personal Supporting Statement.

Closing date: 2nd January 2025. 

Shortlisting will be carried out throughout the period of the advert and this closing date may be brought forward should we receive a large response from suitable candidates. Suitable candidates will be contacted for an initial Ms Teams informal conversation to determine next steps for a formal interview.

How to Apply: Working for GCH – Vacancies and how to work for GCH

Gloucester/ Hybrid working, with a mixture of being out on patch & home based working.

37 hours per week

Searching for a job where you can make a real difference? Then look no further. At Gloucester City Homes (GCH), we support 12,500 customers in around 5,000 homes in Gloucestershire and providing more than just a home is what we’re about. We’re one team with a shared focus to provide safe and secure homes and communities where people can thrive.

We’re now looking for a Neighbourhood Manager to provide customer-centred case management for key housing issues related to customers’ homes and neighbourhoods.

As a ‘customer advocate’, you’ll build effective and positive relationships and take ownership of issues and queries, ensuring successful completion of key customer journeys and high levels of satisfaction. You’ll be collaborating with colleagues on a multi-disciplinary patch basis, ensuring that you understand the needs and key issues for customers in your patch, working together to identify and address priorities, keeping a strong focus on customer experience and being committed to effective and inclusive tenant engagement.

As Neighbourhood Manager, you’ll be responsible for conducting neighbourhood inspections and regular home visits, ensuring adequate condition of properties, identifying support needs and signposting to appropriate services to ensure tenancies are sustained. You’ll ensure the success of the virtual patch approach, being responsible for completion of complex tenancy related matters (including mutual exchanges, succession, tenancy breaches and the void management process) and be a key escalation point for complex cases from the Customer Experience team.

We’d like you to…

• Hold a relevant technical housing qualification, such as a Level 3 diploma in Housing Management.
• Have proven understanding and experience of delivering statutory housing services.
• Have current, thorough knowledge and understanding of Housing Law and its application within social housing, including experience of enforcement action.
• Have a thorough understanding and up to date knowledge of ASB legislation and best practice and its implications for tenants and housing organisations.
• Have a good understanding of housing and property management, especially relating to tenancy, estate and contract management.
• Have a good understanding of Health & Safety law, practices and compliance requirements as they related to neighbourhood management.
• Have experience of collating and analysing customer intelligence, as well as sharing and presenting information to the patch team.

Closing Date: 14th January 2025. 

We think GCH is a great place to work, but don’t just take our word for it…

• Winner of best place to work at Gloucestershire Live Business Awards 2023.
• Winners of Employer of the year at Housing Hero’s Award
• Named one of the Top Not for Profit organisations to work for recognised by Best Companies in 2023.

#SeeYourselfAtGCH

GCH reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

GCH is committed to equal opportunities. We actively encourage applications from all sections of our community, particularly those with lived experience of our work.

We celebrate the diverse nature of our customers and colleagues, striving to develop diverse teams where everyone can be their authentic self through an inclusive, family friendly, flexible and fun culture. Our values of pride, quality, integrity and innovation are at the heart of what we do. So, if this sounds like you, we’d be delighted to hear from you!

Permanent, Part Time (18 hours per week)

Searching for a job where you can make a real difference? Then look no further. At Gloucester City Homes (GCH), we support 12,500 customers in around 5,000 homes in Gloucestershire and providing more than just a home is what we’re about. We’re one team with a shared focus to provide safe and secure homes and communities where people can thrive.

We are now seeking a Customer Relationship Advisor to take ownership of customer issues at the first point of contact, be it via telephone, social media, email or the GCH website.

You’ll provide a great customer experience to all customers, that is focused on listening and exercising autonomy to find suitable solutions. You’ll resolve, wherever possible, customer enquiries relating to all common aspects of the customer lifecycle (lettings, tenancy enquiries, rents, and low level anti-social behaviour) and provide advice and signposting to information as appropriate.

This role is based at our Head Office in Gloucester. The working hours for this post are Monday 9.30am-3pm, Tuesday 10.30am-5pm & Thursday 10am -5pm.

We’d like you to…

• Have experience of working in a customer facing call centre environment, ideally within the Social Housing sector.
• Have experience of diagnosing issues and facilitating solutions.
• Have experience of problem solving and complaints resolution together with making informed decisions when assisting and supporting staff in dealing with complex or challenging cases.
• Have good understanding of housing and property management, especially relating to tenancy, repairs, and Neighbourhood management.
• Be computer literate, comfortable using Microsoft Office packages, housing, and CRM systems as well as call handling software.

A relevant technical housing qualification, such as a level 3 diploma in Housing Management is advantageous but not essential.

Closing Date: 17th January 2025. 

GCH reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

GCH is committed to equal opportunities. We actively encourage applications from all sections of our community, particularly those with lived experience of our work.

We celebrate the diverse nature of our customers and colleagues, striving to develop diverse teams where everyone can be their authentic self through an inclusive, family friendly, flexible and fun culture.

At GCH, we Adapt, we Inspire, we Own it and we Care. We live by our values and are dedicated to delivering on our commitment to customers #BeTheDifference. If that sounds like you, we’d be delighted to hear from you!