This is a hybrid role with a minimum of two days per week at our Head Office in Gloucester.

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.

Gloucester City Homes (GCH) is an ambitious, dynamic housing association with strong community roots. We are focused on building homes and communities where people can thrive and delivering valued services to our customers.

We’re now seeking a Customer Satisfaction Officer to be responsible for the management, coordination, and delivery of informal and formal complaints, in line with company policy and Housing Ombudsman’s complaint handling code.

You’ll ensure the effective resolution of complaints, considering EDI policies and vulnerabilities, and that they are aligned with Housing Ombudsman guidance, GCH cultural approach and expected timescales. You’ll ensure expressions of dissatisfaction from customer surveys are investigated fully and responded to as appropriate and be responsible for the effective coordination and cross organisational support in the delivery of informal and formal complaints; being pro-active with complaint handling, investigation, root cause and lessons learnt are tracked and provided to customers and relevant Managers.

So, if you are a self-starter, have excellent planning and organisational skills and have knowledge of corporate governance work or social housing regulation and compliance, or a similar regulated environment, we’d like to hear from you!

We’d also like you to…

• Be agile and innovative, able to think outside of the box to support the improvement of customer satisfaction.
• Have proven experience of delivering high quality work within tight deadlines.
• Have experience of taking minutes and working with confidential information.
• Have evidence of effective stakeholder management across all levels of an organisation.
• Have excellent IT skills; able to use Microsoft Word, Excel, PowerPoint, and Teams.
• Be highly numerate, comfortable analysing information.

Closing Date – 25th November 2024.

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!

12 Months Fixed Term Contract (Maternity Cover)

Looking for a fresh challenge and to find that spring in your step at Gloucestershire’s best place to work? At Gloucester City Homes (GCH) we’re an ambitious, dynamic housing association with strong community roots. We are focused on building homes and communities where people can thrive and delivering valued services to our customers.

We are looking for someone who can support a busy Tenancy Sustainment and Letting Teams with day-to-day people management and performance reporting. We have a 12-month fixed contract to cover Maternity Leave, and we are hoping the successful candidate can start and work alongside the existing Team leader up until they take maternity and then look after their teams until their return.

We are looking for someone to effectively line manage and motivate two high performing teams. The job itself is quite diverse so we are relying on existing skills and knowledge from within the team but will need the successful candidate to demonstrate great team leadership experience.

We would be hoping for someone to be in the role from the new year in order to fully integrate within the teams and shadow the existing team leader to learn the various tasks and duties pertinent to this role.

With proven experience of successfully leading, motivating and developing successful teams, with effective people and workload management, you will ideally have experience of the Social Housing Sector and delivery of core housing management services together with a focus on continuous service improvement.

We’d also like you to…

• Hold a relevant Management qualification (e.g. ILM 3)
• Have strong understanding of data and performance reporting and analysis with experience of using insight reports and/or interrogate systems to understand data and insight, and develop corresponding service improvement plans
• Have sound knowledge and understanding of managing teams.
• Have experience of dealing with customers sensitively in challenging situations.
• Have excellent written, verbal communication and interpersonal skills with a strong customer focus and an ability to understand the needs and perceptions of different stakeholders.

Application Information

For more information on the role accountabilities and skills required, please check out the job description.

If you would like to discuss this role, please contact Stacey Jellyman on 01452 833237 for a chat.

Closing Date: 25th November 2024

Shortlisting will be carried out throughout the period of the advert and this closing date may be brought forward should a suitable candidate be found. After shortlisting, we’ll hold initial informal interviews via Teams, as part of the selection process. Candidates successful in these sessions will be invited to attend in-person interviews on a date to be confirmed.

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!

#SeeYourselfAtGCH

Are you passionate about improving people’s lives? 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. If that sounds like you, why not join us?

We’re seeking a Homeless Accommodation Officer to be responsible for the day-to-day management of our homeless properties. You’ll deliver positive outcomes for our residents through a professional and supportive service and implement initiatives to develop our future homeless accommodation provision and our community-based care and support approaches.

You’ll be responsible for your own caseload and safeguarding referrals, working with colleagues to ensure GCH homeless properties are safe and well-maintained places to live. You’ll conduct inspections of homeless accommodation and take ownership of raising and checking the completion of activities related to the property, communal repairs, and neighbourhood cleanliness / condition. Approachable and accessible to customers, communicating openly and ensuring they are kept updated as appropriate, you’ll provide support with the management of key issues, such as fire safety compliance, and liaise with internal and external stakeholders to successfully deliver solutions for customers relating to their homeless accommodation and that support the successful move on to permanent housing.

With good understanding and up to date knowledge of homeless legislation and best practice and its implications for clients and housing organisations, we’d like you to have experience of dealing effectively and pro-actively with clients in difficult situations where it is not always possible to meet customers’ needs/wishes and be able to communicate and negotiate effectively with homeless and vulnerable people, as well as a wide range of support services and agencies.

We’d also like you to…

• Hold a relevant technical housing qualification, such as a level 4 diploma in Housing Management.
• Have demonstrable experience of working with homeless and/or vulnerable people.
• Understand key issues faced by homeless people, adult safeguarding, identifying support needs and assessing risk.
• Have a good understanding of the problems associated with homelessness and the services and benefits available.
• Be able to give accurate and up to date advice, information, and support on a broad range of topics including Housing and ASB legislation, welfare benefit legislation and advice.
• Be IT literate, to include the use of PCs, mobile phones, digital cameras, and PDA’s, to gather, store and process information.
• Have current knowledge and understanding of Housing Law and its application within social housing, including experience of enforcement action.
• Have good understanding of housing and property management, especially relating to license agreements and the legal remedies.
• Be a car user as travel is required between different sites

Additional Information

In support of our approach to flexible working, we are happy to receive applications from those seeking full time employment as well as those who may want to share the role on a part time basis. When making your application, please state whether you want to be considered for either full or part time work and, if part time, the number of hours per week you would be looking for.

Closing Date: 11th December 2024. 

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!