Housing Support Officer

This job has now expired
£30,909 p.a. rising to £33,452 p.a. after probation

The Church of England Pensions Board provides retirement services set by the Church of England for those who have served or worked for the Church. We are a charity which provides retirement accommodation and services to people who have given a lifetime in ministry. We are not a registered social housing provider, and do not operate as one. Our vision is to deliver a professional, high quality and efficient service to all our customers.

We understand that retirement poses significant housing challenges for our clergy and provide a range of support to ensure a smooth and easy transition from active ministry to retirement. This involves working with applicants and guiding them through the process of securing a suitable retirement home.

As Housing Support Officer, you will have the opportunity to transform lives and make a real difference both now and in the future with the work that you do. You will provide the vital link to ensure that our older and more vulnerable residents are able to live a full and independent life in their homes, with the personal and practical support that they need.

We are looking for a self-starter with the empathy and communication skills needed to listen and assess needs of our customers, with problem solving skills.  Liaising with families, service providers and stakeholders, you will ensure that essential and personalised help is provided, by signposted to the appropriate organisations that can help.

This may involve organising assistance with cleaning, maintenance, shopping or personal care or supporting colleagues to help with welfare benefit advice or alternative more appropriate housing. Sometimes it may be as simple as making sure that there is someone to visit and provide friendship and a helping hand or even just making the odd phone call to check everything is well.

You will also need some housing management experience, an understanding of housing law and the welfare system in relation to older people.

This role is different, challenging, full of variety and no two days are the same. You will need resilience, patience, tenacity and the ability to understand the barriers that our older residents can experience including fear, anxiety and vulnerability.

By thinking proactively, you will develop in the role suggesting improvements to our services and new ways of exceeding expectations and of delivering the best outcomes for our residents.

Although the role is based in Westminster you will be expected to travel around England and Wales, which may require a period of overnight stays when multiple visits are appropriate. You will be expected to manage your diary, priorities and appointments with our residents. maximise opportunities to contact customers when working away from the office. You will have strong organisational skills and being able prioritise workload.

Joining us at an exciting period of change, as we implement a new housing management system and new ways of working, we are looking for you to bring a positive energy and can-do attitude to the role and the housing services team.

Interviews and an assessment will be held on the 6th February 2020 or the 7th February 2020.

In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme.

The Role

  • Assessing customers needs, manage and deliver a sensitive and efficient support service to our customers to enable them to sustain independence in their homes.
  • To effectively manage a caseload of complex circumstances covering areas such as potential safeguarding issues, health & disability, advice and assistance with aids and adaptions, hoarding, benefits advice and providing a range of retirement housing options.
  • Refer customers who are experiencing financial difficulty to the Welfare Benefits Advisor for assistance with applications for welfare and other benefits and charitable grants to ensure they maximise their income.
  • Liaise with relevant agencies and stakeholders including team members to provide tailored solutions for our customers.
  • Respond proactively to and effectively manage reports of nuisance, harassment and anti-social behaviour, supporting complainants and their family through the processes, working collaboratively with other agencies within the legislative framework to resolve cases.
  • Working with statutory and non-statutory agencies on behalf of the clients, actively encouraging choice and involvement, or acting as advocate when required.
  • Create and maintain accurate and up to date records of the customer’s details using both manual and IT recording systems.

General Duties

  • To respond effectively and promptly to complaints and correspondence from customers and ensure that we learn from these.
  • Ensure continuous improvement in service delivery that improves customer satisfaction with the service provision, responding to customer feedback and learning from complaints.
  • Be responsible along with other team members for ensuring continuation of service in the absence of other staff.
  • Any other duties commensurate with the duties and level demanded of the current post holder as designated by the Manager.
  • Willingness to travel throughout the United Kingdom to meet customers in their own homes.

The Requirements



An NVQ in health or social care is desirable.

Good standard of education preferably to GCSE standard or equivalent qualifications with significant practitioner experience, skills and knowledge in the following areas:

  • Services for older people/people
  • Prevention or re-enablement services for older people
  • Housing options for older people

This post requires the ability to seek options and solutions for older people, sensitive to the impact of major life changes on older customers.

Proven Ability Knowledge and Experience:

Experience of providing services to older people:

  • The ability to work independently on own initiative.
  • Effective at building relationships across a range of stakeholders.
  • Strong communication skills to work effectively with groups of customers and other organisations.
  • Creativity and problem solving skills.
  • Knowledge of public, charitable and corporate funding streams, including health and public health.
  • Competent in Microsoft Office and Outlook.

Personal Attributes:

  • The ability to write reports and other documents.
  • The ability to use of common computer and information systems, e.g. email, word processing and spreadsheets.
  • Committed to the principles of equality and diversity.
  • Experience of a customer delivery environment.
  • Experience of building effective partnerships.
  • Experience of negotiating with a range of stakeholders.
  • Ability to work as part of team and work flexibly to meet demands of the role
  • Ability to prioritise own workload.
  • A self-starter who takes responsibility for own learning and development.
  • Ability to relate well to a variety of people and create, maintain and enhance working relationships.

We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.

Excellence, Respect, Integrity

We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here

As we are a member of the Armed Forces Covenant, we welcome all applications from those of you who have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise. 

*Where applicable depending on post requirements.