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 provide retirement housing and pensions, set by the Church of England, for those who have served or worked for the Church. We assist over 38,000 people across more than 450 employers, and we manage funds in excess of £2.3 billion.

We offer modest and affordable retirement housing to those who need our help, through the Church's Housing Assistance for the Retired Ministry (CHARM) schemes.

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.

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 residents are able to live a full and independent life in their homes, with the personal and practical support that they need.

A self-starter with the empathy and communication skills needed to listen and assess need, you will find options and solutions for our customers. Liaising with families, service providers and stakeholders, you will ensure that essential and personalised help is provided. This may involve organising assistance with cleaning, maintenance, shopping or personal care or contacting colleagues to help with welfare benefits or alternative housing. Sometimes it may be a case of making sure that there is someone to visit and provide friendship and a helping hand.

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 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.

Your hours will be worked flexibly to ensure that you are able to travel around the country (using public transport), managing your diary, priorities and appointments with our residents. Also working regularly from your base at Church House in London, you will receive guidance and assistance from your manager and team to ensure that you feel supported and confident in the role.

First stage interviews will be held on the 12th April 2019.

2nd stage interviews will be held on the 17th April 2019.

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.
  • 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.

Please tell us how you meet the requirements:

Knowledge and Experience:

  • Experience of providing services to older/vulnerable people.
  • Knowledge of public, charitable and corporate funding streams, including health and public health.
  • Experience of a customer delivery environment.
  • Experience of building effective partnerships.
  • Experience of communicating with a range of stakeholders.
  • Significant practitioner experience, skills and knowledge ideally of providing services for older people, re-enablement and housing options.

Skills and Aptitudes

  • The ability to communicate effectively with a variety of people to create, maintain and enhance working relationships.
  • The ability to prioritise and work independently using own initiative.
  • The ability to work as part of team and work flexibly to meet the needs of the role.
  • Creativity and problem solving skills.
  • Competent in Microsoft Word, Outlook and Excel.
  • The ability to write reports and other documents.

Personal Attributes:

  • Committed to the principles of equality and diversity.
  • A self-starter who takes responsibility for own learning and development.
  • The ability to seek options and solutions for older people, sensitive to the impact of major life changes on older customers.


  • Good general education/equivalent.

This role involves regular contact with vulnerable groups which will require an Enhanced DBS check.

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.

Benefits- We offer a competitive salary package, a flexible* 35-hour working week for work-life balance and a minimum 25 days holiday plus 3 defined organisational days leave and an attractive defined pension scheme.

We are committed to building a culturally diverse workforce and strongly encourage applications from underrepresented groups. We are committed to equality of opportunity and welcome applications from people, regardless of their background.

*Where applicable depending on post requirements.