Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our customers' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
We are looking for a Customer and Communities Advisor to deliver customer-focused support that maximises income, promotes welfare, and sustains tenancies by ensuring accurate tenancy record‑keeping, conducting property viewings, resolving breaches, and maintaining safety standards. The role involves developing tailored support plans, providing expert Housing and Welfare Benefits advice, and collaborating with partner agencies to protect at-risk individuals and enhance community wellbeing. Integral responsibilities include upholding safeguarding standards and health & safety compliance, ensuring vulnerable tenants receive the appropriate support to maintain stable housing.
Your will be accountable for:
- Provide customer-focused tenancies services, enabling and supporting tenant to sustain their tenancies, working to find long-term person centered solutions, whilst enforcing the terms of the tenancy are met.
- Conduct viewings and sign up, setting new tenants up for success, providing relevant information relating to the property and local area.
- Maintain accurate tenancy records and property information in relevant systems, collecting customer profiling data to assess their needs and updating systems as required.
- Assess and manage risks related to tenancy breaches, collaborating with colleagues and statutory agencies to ensure victims are supported and protected as needed.
- Investigate and resolve various tenancy breach issues by working closely with customers and colleagues. Working across departments to assist with access issues.
- Collaborate with other teams to ensure properties are well-maintained, safe, and secure for residents, visitors, and staff, and that communal areas benefit the community.
- Contribute to community sustainability by sharing ideas, local knowledge, and participating in joint working events and projects to create desirable living areas.
- Apply safeguarding principles by taking a person-centered approach to protect children and adults at risk in the community.
- Facilitate person-centered support reviews, identify new or changing customer needs, and address financial, social, mental, physical, and emotional well-being.
- Develop focused, outcome-driven support action plans that reflect customers' needs, wishes, and goals.
- Maintain extensive knowledge of relevant agencies and make timely referrals to meet identified support needs.
- Empower customers to source information and guidance that meets their needs.
- Develop and maintain expertise in Housing and Welfare Benefits to provide accurate advice and maximise customers' financial well-being.
- Stay informed about local services, advice, and activities to enhance customers' well-being and support independent living.
- Ensure health and safety requirements are met when managing shared areas, including fire safety, and maintain knowledge of safety regulations.
- Conduct regular inspections of premises, report necessary repairs, monitor outcomes, and carry out tenancy inspection duties.
- Take a responsive approach to assessing and managing risk for victims, collaborating with colleagues and statutory agencies to ensure appropriate support and protection.
Health and Safety- Comply with H&S legislation (Health and Safety at Work Act 1974) and other associated legislation.
• Take reasonable care for the health and safety of you and other persons who may be affected by your acts or omissions. • To cooperate with FCH to enable FCH to discharge their duty under the legislation and comply with requirements to look after the health, safety, and welfare of its employees.
- Make yourself aware of what you are responsible for under H&S legislation.
- Produce review and ensure communication of relevant risk assessments for activities your colleagues perform.
- Report, investigate and provide learning and mitigation from events and incidents including near misses within your teams.
- Undertake your duties as listed in policies and procedures under roles and responsibilities.
- Ensure colleagues have correct PPE, training, SSOW (Safe System of Work) and supervision for your tasks.
- Promote positive culture of H&S
This is not a comprehensive definition of the post. Postholders are expected to undertake any work that comes with the remit of the post’s main objective. This job description will be kept under review and may be changed at any time subject to consultation with the postholder.
Requirements
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Proven experience within a customer service environment working for a housing provider or other public service organisation, including face-toface interaction with customers.
- Proven experience of working with a wide range of customers with varied and complex needs, in challenging and confrontational situations.
- Comprehensive knowledge of safeguarding and domestic abuse best practise. Desirable.
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Experience of working in a housing/tenancy management role. Desirable.
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Knowledge of welfare benefits. Desirable.
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Basic knowledge of Housing Legislation in relation to Tenancy Management and legal enforcement proceedings via the County Court. Desirable.
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Strong communication skills
- Ability to interpret and implement detailed policy and procedure
- Strong problem-solving skills
- Attention to detail
- Organisational skills
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Tact/diplomacy
Benefits
What’s in it for you?
At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
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An Annual Salary of: £35,608.22
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Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service
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Exclusive Employee Discounts: Access amazing deals through our Reward Gateway
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Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave
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Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme
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Charitable Leave: One day per year to volunteer for a cause you care about
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Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure
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Pension Scheme: A great pension scheme with generous employer contributions (up to 12%)
Diversity & Inclusion:
Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.
