Senior Supported Housing Officer

General Description of Duties
1. Proactively work with and influence external agencies in promoting the business of Nehemiah
2. To lead in role as the Senior Supported Housing Officer in the production of marketing and promotional programmes and information to customers and wider stakeholders.
3. To support scheme officers to provide customer focused Housing Services.
4. To facilitate the implementation of the customer engagement framework in conjunction with scheme officers under the direction of the Deputy Housing Services Manager.
5. To increase the number of customers involved and satisfied with their ability to shape and influence services.
6. To attend meetings as and when required.
7. You will be responsible for: delivering performance targets; and maintain awareness of current issues in Housing,health, social care services for the needs of vulnerable people in order to share specialist knowledge and assist in business planning.
8. Aware of regulatory consumer standards.

On Call Duties

1. To perform on call duties for out of hour services as part of a rota
2. Maintain a record of emergencies and actions taken, use of master key, and other notable occurrences
3. To generate a monthly on call rota for the Operations Team

Key Responsibilities:
1. Assist the Community Partnership & Tenant Engagement Officer to organise and deliver the Customer Framework and required outcomes with the Scheme Officers including working with various groups and providing support for meetings and events.
2. To assist the Community Partnership & Tenant Engagement Officer to ensure appropriate representation of supported housing tenants at customer panels (e.g. Nehemiah Tenant Panel) .
3. You will support the scheme officers in the efficient letting of empty properties in conjunction with the property services team.
4. You will plan, engage, influence, and delivery staff training in key supported housing procedures and policies.
5. You will feedback on customer engagement successes to the Community Partnership & Tenant Engagement Officer .
6. To support the leadership team of the Operations department to lead the development of the annual report and local offers to customers
7. To plan and report the outcomes of customer satisfaction surveys across the department in conjunction with the Community Partnership and Engagement Assistant .
8. To contribute to production of the annual impact assessment against the HCA Regulatory Standard.
9. To assist in developing and implementing an annual delivery plan as directed by the Operations Director.
10. To produce regular reports on progress against the framework, making suggestions and gathering input from staff and customers
11. To administer the relevant budgets for supported housing and customer engagement programmes, as directed by the Deputy Housing Services Manager.
12. You will review and update Scheme Officer Procedures and assist the Deputy Housing Services Manager review Housing Management Policies.

Staff Management
1. You will line manage and support Scheme Officers, by conducting regular 1-2-1 supervisions and annual appraisals
under the direction of the Deputy Housing Services manager;
2. In conjunction with the Deputy Housing Services manager you will recruit, manage and motivate staff, ensuring they are trained and developed in the performance of their duties to achieve the highest standards of performance and customer care.

Stakeholder Relationships
You will establish and maintain excellent relationships with external partners and stakeholders and assist in the managing of agreements by monitoring and reviewing key performance areas identified, and attend and representing Nehemiah Housing at Forums and meetings.

Anti-Social Behaviour
You will provide an excellent service to customers who experience anti-social behaviour, using housing legislation and working with external partners to resolve issues quickly.

Income Management
You will ensure the income of the business is maximised, by working closely with Housing Officers and scheme officers to chase customers for late rent and service charge payments, static debts, negotiating repayment plans and where appropriate referring customers for money advice support.

Performance Information
You will prepare reports and statistical information as required. This includes preparing report to submit committees.

Property Management
You will liaise as appropriate with Property Services staff over, voids, repairs and maintenance issues, to ensure appropriate solutions are delivered.

Health & Safety

• The post holder must comply with employer’s health and safety policy and in particular is required:
• To take reasonable care for their own health and safety at work and of those who may be affected by their actions or by their omissions
• To cooperate with their line manager to work safely, to comply with health and safety instructions and information and undertake appropriate health and safety training as required
• Not to intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare
• To report to their manager any health and safety concerns, hazardous condition or defect in the health and safety arrangements.

Any Other Duties
1. You will represent Nehemiah Housing externally in an appropriate and professional manner.
2. You will promote equal opportunities and diversity in the workplace, in the provision of Housing services and in the wider community.
3. You will take responsibility for personal development.
4. The job is likely to change over time and the post holder may be asked to carry out other duties to maintain the efficiency of the Operations Department Service. The Association reserves the right to amend this job description, as the needs of the job change following discussion with you.

Management Responsibilities
1. To build, maintain and manage a high performing team by providing leadership, effective supervision and role clarity
2. To monitor overall performance of direct reports and proactively take action where there are causes for concern
3. To collaboratively work with other teams throughout the association
4. To ensure the Operations team provide timely and accurate information to the Corporate Services team

Qualification(s)

1. Completed a general education including GCSE’s specifically English and Maths or equivalent
and possession of at least a relevant NVQ level 4, Management Qualification or equivalent
which includes social care.
2. You will have a level 4 qualification in the Chartered Institute of Housing or willing to work
towards obtaining one.
3. Full current driving licence and access to a car for work

Interviews

1st Interviews (In-person):Tuesday 2nd  December 2025 10AM-12PM

2nd Interviews: Thursday 11th  December 2025

Please submit your CV to [email protected] as required for consideration.

Please visit our careers page on our website to view the full job description for the role.