SPRING HOUSING ASSOCIATION LIMITED
23,873.6 - 26,000 per year
Coventry
Full-time
Applicant Information Pack
Tenancy Sustainment Worker – Coventry Services
Full and Part Time Positions available
Spring Housing Association is dedicated to safeguarding all our customers, and expects staff,
volunteers, and contractors to share this commitment.
Applicants must be able to undertake a DBS check and provide a satisfactory certificate if required,
together with evidence of your current right to work in the UK.
At Spring Housing, we are committed to diversity and inclusion, and positively welcome applications
from everyone.
1
‘Investing to prevent homelessness’
MISSION STATEMENT
“To create long term prosperity by investing to prevent homelessness,
poverty and social isolation and to inspire and unlock people’s potential”.
AIMS AND OBJECTIVES
• To provide high quality accommodation for people in housing need.
• To prevent and reduce homelessness.
• To assist people on a journey away from housing need towards a
future of stability, happiness, and independence.
OUR VALUES
Positivity and Giving Opportunities
Creating Quality Homes and Happy Lives
Building Memories and Focussing on Futures
Proudly Supporting Each Other
THIS IS US!
2
About Us:
Spring Housing Association formed in 2014 and became a registered charity in
August 2015.
We are a charity working with people in need of accommodation and tenancy
related support across the West Midlands. We work in conjunction with the private
sector and housing associations to provide general needs and specialist services
to care leavers, people who are homeless or at risk of homelessness and refuges.
We deliver a range of person-centred services to support individuals to obtain,
maintain and sustain accommodation long term.
We currently employ over 100 staff and operate throughout Birmingham, Black
Country, Coventry, Herefordshire, Solihull, Staffordshire, and Warwickshire.
We provide exempt accommodation housing and support solutions across 23
geographical regions and work with various local authorities.
We really value our staff team – they are the reason Spring provides excellent
services. Our staff embrace and live our values on a day-to-day basis.
In 2020, Spring came 31st out of the Best 100 Not for Profit Organisations to work
for and 7th out of the Best 25 Housing Associations to work for (Sunday Times
Best Companies to work for). This was a massive achievement for us, beating
many well-established organisations to get this placing, and clearly shows the level
of engagement from our staff.
We welcome feedback to continually strive to improve the working environment
and experience for our customers. Recent newcomers to Spring said…
"Friendly staff, interesting job role, good payment”
“It’s a supportive, friendly open environment”.
“I like the ethos and values of Spring, also it is one team and support is always
available.
“I like how helpful and friendly the staff are, that there is always someone to
help if you get stuck. I like that the company is clearly customer focussed and
do everything they can to help and support”.
Feedback from New Staff Members Induction Survey October 2022
Benefits of
Working with
Spring:
Flexible working
hours including
part time hours,
evenings, and
weekends.
34 days annual
leave
1-day additional
paid leave (pro
rata) on your
birthday
Contributory
pension scheme
Death in service
benefit two times
basic salary
Health4All – Cash
Plan. Individual
cover provided
after 6 months
service with the
option to upgrade.
Bike to work
scheme - lease a
new bike and
spread the cost
over/up to twelve
months interest
free payments.
Employee
assistance
programme – free
confidential advice
and counselling
A commitment to
staff training and
development.
3
Thank you from Janette Beckett, CEO
Dear Applicant,
I would like to thank you for your interest in working with Spring Housing.
I’m really excited by the direction Spring is taking as an organisation. We started in 2014 to get back to the
original ethos of why housing associations were initially established, we saw that the housing crisis was
getting worse, and that homelessness continued to be a major issue across the Midlands, and we wanted
to use our relationships with private sector landlords to bring private houses into social use for social
purpose.
We believe we are still living to our original purposes and making a real difference to our customers lives.
We have only been able to do this through the dedication and commitment of our staff. They have been
fundamental in the lives of our customers and the success of our services to date.
I’m sure if you are successful that you will see what makes Spring different!
We are a relatively new organisation with a “can-do” attitude, and diverse in our services and people. It’s a
really exciting place to work and you will be joining and contributing to an organisation with a real passion
to make a long-term difference to the lives of our customers.
If you are successful in your application, we will assist you to settle into your new role and team as quickly
as possible.
I hope that you find this information useful and informative during the application process. If you require
further information, please email recruitment@springhousing.org.uk or visit our website.
Yours sincerely,
Janette Beckett
CEO
Spring
Accommodation Sites
4
5
JOB ADVERT: Tenancy Sustainment Worker
Do you have experience of working with vulnerable adults and providing housing
related support? You may already work within the homeless sector or have
experience of working with people in challenging situations and have the
transferrable skills and competencies we are looking for. This is an exciting
opportunity to join an organisation that is working towards ending cycles of
homelessness, poverty, and social
isolation by providing high quality
accommodation and first-class support.
for
including specialist
We deliver a range of services across Coventry,
those experiencing multi-exclusionary homelessness,
accommodation
accommodation for migrants and refugees including those with no recourse to
public funds, and accommodation for those with a range of additional support
needs. We work in close partnership with our local authority and with other
support agencies across Coventry to deliver targeted, person-centred support to
our customers.
The role of Tenancy Sustainment Worker is varied, busy and challenging, whilst also being hugely
rewarding. You will provide trauma-informed, strengths-based support and intensive housing
management to our customers, building positive working relationships and helping them from
initial referral, throughout their time with Spring and looking forward to resettlement in more
permanent accommodation.
The ideal candidate will have:
• Genuine passion, empathy, and a desire to support people experiencing homelessness.
• A proven track record and understanding of intensive housing management and working
with and delivering outstanding services to vulnerable people.
• Excellent written and verbal communication skills, adapting your style to best meet the
needs of a range of different individuals.
• The ability to liaise with a range of partner agencies and service providers to improve
access to services for our customers.
• Self-motivation, and the ability to manage and prioritise your workload according to the
changing needs and demands of the service and our customers.
• Outstanding problem-solving skills, innovation, and creative thinking to overcome barriers
to engagement with our customers.
• The ability to mitigate risk, manage complex situations and make decisions with
confidence.
• An understanding of trauma-informed practice and delivery of customer-led, customer
focussed services.
An Enhanced DBS check will be required.
If you have any questions, would like any further information or to discuss the role in more
detail, please do not hesitate to contact me directly –
Jill Henderson, Assistant Head of Housing and Well-being Services
jill@springhousing.org.uk
6
“I was so relieved to be at Spring - it was lovely, the staff were funny and caring. I
felt like myself there again even though it was a temporary home, for me it was
the best I could’ve asked for.” Customer, Coventry Services 2024
We have a Candidate Privacy Policy which is in line with the EU General Data Protection Regulation
(GDPR) effective from 25 May 2018. The updated Privacy Policy has been designed to make our data
processing activities as transparent as possible. We encourage you to take a look at the updated
documents, and if you have any questions please contact us or visit https://springhousing.org.uk/about-
us/our-privacy-notice/
As part of our commitment to making Spring a great place to work, we offer a comprehensive reward and
benefits package.
Spring Housing Association takes safeguarding of vulnerable people seriously - all
applicants will be subject to Safer Recruitment Checks
For further information on how to apply:
Please send your CV via the Indeed portal. If you are invited to an interview, you will also need to complete
an application form. For further information please refer to our Applicant Information Pack –
www.springhousingassociation.org.uk/recruitment
7
Job Description and Person Specification
Tenancy Sustainment Worker
Team Leader
Coventry Services
£23,873.60 - £26,000.00 – dependant on experience
@ 0.45p per mile
Post:
Reporting to:
Directive:
Grade/Salary:
Car user:
Section 2 – Responsibilities
Providing specialist support and intensive housing management services to people with vulnerabilities who
are experiencing homelessness, including those with complex needs and behaviour that challenges.
Supporting customers to maintain accommodation, build resilience, and improve wellbeing through person-
centred support and partnership working.
Assessing each customer and supporting them to recognise and achieve their goals in the areas of
accommodation, health and wellbeing, financial inclusion, community engagement, employment, education,
and training and any other area that is important to them.
To make sure desired outcomes are maximised for every customer by working creatively and flexibly,
ensuring their views and aspirations remain fundamental to their own journey. Providing advocacy and
mediation of behalf of customers where required whilst enabling them to develop assertiveness and
improved communication skills.
To understand trauma and its impact on behaviour, health, and wellbeing; to engage in trauma informed
practice and to engage in solution-focused, strength-based conversations, support-planning, and delivery.
Section 3 – Duties
Service Delivery
1. To enable customer outcome achievement through the development of customer-led professional
relationships, active listening, and proactive support.
2. Induction and welcoming of new customers ensuring awareness of their rights and responsibilities and
helping them settle into their new home.
3. Develop strength-based, holistic, and trauma-informed assessments and support plans with customers
enabling them to sustain accommodation, improve resilience and promote independence, health, and
well-being through delivery of appropriate interventions, partnership working and referrals to a range of
external agencies.
4. To ensure effective and efficient service delivery and development in line with contract requirements to
ensure the provision for a range of housing support, advice and guidance services to vulnerable people
including, housing, health, employment & training, mental health, substance misuse and community-
based services through active partnership working and customer insight.
5. To promote the Charter of Rights - Providing positive customer experiences that informs and shapes
our business planning to improve service delivery-measurable through engagement activities, customer
surveys, resident meetings, focus groups, compliments, and complaints.
6. To ensure financial viability through appropriate income management, including welfare benefit support,
unlocking barriers to rent/service charge payments, ensuring customer is up to date with rent payments
to avoid eviction and working in partnership with Allocation Team to keep void loss at a minimum in line
with KPIs
8
7. To provide SMART move on plans for customers leaving or moving on from the service into
independent or alternative accommodation.
8. Working in partnership with internal and external stakeholders to implement pragmatic problem solving,
unblock barriers and facilitating access for vulnerable people into various services to improve life
chances.
9. To support customers to reduce behaviours which may be challenging or perceived as negative and to
provide crisis intervention solutions
10. Working with individuals within properties to support them to adhere to occupancy agreement to reduce
homelessness e.g. Property and room checks, repairs and managing health and safety requirements.
11. Comprehensive intensive housing and voids management, maintaining a high standard of health and
safety, building compliance and property standards.
12. Achievement of key performance indicators and contract compliance in line with service standards
13. Supporting team and organisational excellence through actively engaging in team meetings, reflective
practice, professional and personal development, cross-organisational support, and learning.
14. Identifying and supporting best practice and innovative solutions for continual improvement.
15. Commitment to personal and service development including specialist skills through training and other
leaning methods to effectively respond to need
16. To respond to unforeseen and crisis situations as required and be available for emergency cover within
your own service and contribute to the overall running of the service and wider organisation.
17. Solution-focused and trauma-informed approach to working with confidence when dealing with
challenging and complex situations.
18. To assist with other duties as required by the Team Leader or other Management
Safeguarding and Health and Safety
19. To be responsible for the safeguarding, health, safety and welfare of yourself, customers and others at
work and undertake health and safety duties as required.
20. Ensure that Safeguarding and Health and Safety Policies and procedures are adhered to and report
incidents and serious concerns to Senior Management.
Budgets and Financial Control
21. Consideration for service financial viability through ensuring maximising income, cost effectiveness and
value for money.
General
22. Work shifts on a rota basis; this may include weekends and evenings in line with customer needs.
23. To participate in team meetings, supervisions and other review meetings and demonstrate a
commitment to your learning and professional development.
24. To ensure that all customers, staff, and others are treated equally and fairly in accordance with policy
and procedure.
25. Promote and uphold all Spring Housing Association Policies and to conduct yourself and represent
Spring in a professional manner at all times.
9
This job description covers the current range of duties and will be reviewed from time to time. It is
Spring Housing’s aim to reach agreement on changes, but if agreement is not possible, Spring
Housing reserves the right to change this job description.
Person Specification
Essential Desirable
Education and Qualifications
GCSEs grade D or above or equivalent Level 2 qualification and Functional
skills level 2
Qualification in Health & Social Care, Homeless Services or Housing
Experience
Experience of working with people with vulnerabilities within in social care
or housing setting, or demonstrable transferrable skills obtained through
working with people in challenging environments
Knowledge and Understanding
Awareness of housing, welfare benefits, and homelessness
Understanding of income management, including pro-active management
of rent accounts, reduction of arrears and void management.
Understanding of barriers to accommodation sustainment and how to
support customers to overcome these challenges.
Understands the social, cultural, and economic influences, individual
circumstances, behaviour, and lifestyle choices that impact on health and
well-being outcomes for customers.
Knowledge and understanding of adult safeguarding.
Understand and demonstrate what it means to provide person-centred,
trauma-informed, and solution-focussed support to assist customers to
make informed decisions and achieve their goals.
Understands role requirement and the importance of accessing,
maintaining, and storing documentation relation to housing and support in
accordance with policy and procedure and legal requirement for
maintaining confidentiality and data protection.
Abilities and Skills
Excellent written and verbal communication skills, and the ability to adapt
your style to best meet the needs of a range of different individuals.
To liaise with a range of partner agencies and service providers to improve
access to services for our customers.
Self-motivation, and the ability to manage and prioritise your workload
according to the changing needs and demands of the service and our
customers.
Outstanding problem-solving skills, innovation, and creative thinking to
overcome barriers to engagement with our customers.
The ability to mitigate risk, manage complex situations and make decisions
with confidence.
Understanding of IT systems including Microsoft packages, email, and data
management systems.
Able to produce and analyse reports, understand key performance
indicators, and contract delivery.
Ability to lone-work, and to contribute positively to an effective and
supportive wider team.
10
Keep complete, clear, accurate and timely recording using digital platforms
as required.
Contributes to the maintenance of healthy and safe working and living
environments through risk assessment, appropriate practice, use of
resources, techniques and behaviours and understanding relevant
legislation.
Is aware of the environment in which they work, and customers live, and
how to maintain their own and others safety. Able to work in challenging
situations and report incidents, accidents, and complaints in a timely
manner, taking appropriate action where necessary.
Able to identify ways to promote dignity and is aware of individuals
environments and factors that may cause distress, disagreement, or
dissatisfaction.
Behaviours
Promotes the Charter of Rights, holds various activities and initiatives for
customer involvement and engagement and demonstrates customer
outcome achievement.
Develops, manages, and maintains positive, appropriate relationships with
customers and stakeholders, demonstrating respect, consideration,
compassion, and empathy always.
Understands, promotes, and advocates for equality and diversity and
demonstrates inclusion through interaction with individuals.
Demonstrate the values of Spring Housing Association and a commitment
to personal and professional development.
- Positivity and Giving Opportunities
- Creating Quality Homes and Happy Lives
- Building Memories and Focussing on Futures
- Proudly Supporting Each Other
Additional Job Requirements
Full driving licence and access to a vehicle with business insurance.
Able to work on a rota system including evenings if required.
Enhanced DBS check.
11
APPLICATION INFORMATION PACK
Accommodation Officer (s) – Coventry Services
(Foyer)
Full Time Position 37.5 and part time positions available – x2
Spring Housing Association is dedicated to safeguarding all our customers, and expects staff,
volunteers, and contractors to share this commitment.
Applicants must be able to undertake a DBS check and provide a satisfactory certificate if required,
together with evidence of your current right to work in the UK.
At Spring Housing, we are committed to diversity and inclusion, and positively welcome
applications from everyone.
1
‘Investing to prevent homelessness’
Our Vision:
To achieve lasting independence for individuals through tailored support,
inclusive communities and innovative housing solutions.
Our Mission:
To prevent homelessness by creating safe places to live, supporting
strong futures, removing barriers and influencing change within the sector
Our Values:
Our Aims:
▪ Preventing Homelessness
o Deliver safe homes and tailored support for lasting stability
o Reduce the stigma associated with Homelessness
▪ Encouraging Independence
o Promoting life skills and personal growth for brighter futures
▪ Building Communities
o Fostering connections and inclusivity to inspire positive change
2
About Us:
Spring Housing Association formed in 2014 and became a registered charity in
August 2015.
We are a charity working with people in need of accommodation and tenancy
related support across the West Midlands. We work in conjunction with the private
sector and housing associations to provide general needs and specialist services
to care leavers, people who are homeless or at risk of homelessness and refuges.
We deliver a range of person-centred services to support individuals to obtain,
maintain and sustain accommodation long term.
We currently employ over 100 staff and operate throughout Birmingham, Black
Country, Coventry, Herefordshire, Solihull, Staffordshire, Wolverhampton, and
Warwickshire.
We provide exempt accommodation housing and support solutions across 23
geographical regions and work with various local authorities.
We really value our staff team – they are the reason Spring provides excellent
services. Our staff embrace and live our values on a day-to-day basis.
We welcome feedback to continually strive to improve the working environment
and experience for our customers. Recent newcomers to Spring said…
▪
▪
▪
▪
"Friendly staff, interesting job role, good payment”
“It’s a supportive, friendly open environment”.
“I like the ethos and values of Spring, also it is one team and support is always
available.
“I like how helpful and friendly the staff are, that there is always someone to
help if you get stuck. I like that the company is clearly customer focussed and
do everything they can to help and support”.
Benefits of
Working with
Spring:
✓ Flexible working
hours including
part time hours,
evenings, and
weekends.
✓ 34 days annual
leave
✓ 1-day additional
paid leave (pro
rata) on your
birthday
✓ Contributory
pension scheme
✓ Death in service
benefit two times
basic salary
✓ Health4All – Cash
Plan. Individual
cover provided
after 6 months
service with the
option to upgrade.
✓ Bike to work
scheme - lease a
new bike and
spread the cost
over/up to twelve
months interest
free payments.
✓ Employee
assistance
programme – free
confidential advice
and counselling
✓ A commitment to
staff training and
development.
3
Thank you from Janette Beckett – Group CEO
Dear Applicant,
I would like to thank you for your interest in working with Spring Housing.
I’m really excited by the direction Spring is taking as an organisation. We started in 2014
to get back to the original ethos of why housing associations were initially established, we saw that the
housing crisis was getting worse, and that homelessness continued to be a major issue across the
Midlands, and we wanted to use our relationships with private sector landlords to bring private houses into
social use.
We believe we are still living to our original purposes and making a real difference to our customers lives.
We have only been able to do this through the dedication and commitment of our staff. They have been
fundamental in the lives of our customers and the success of our services to date.
I’m sure if you are successful that you will see what makes Spring different!
We have a real “can-do” attitude and are diverse in our services and people. It’s a really exciting place to
work and you will be joining and contributing to an organisation with a real passion to make a long-term
difference to the lives of our customers.
If you are successful in your application, we will assist you to settle into your new role and team as quickly
as possible.
I hope that you find this application pack informative and useful during the application process. If you
require further information, please email recruitment@springhousing.org.uk or visit our website.
Yours sincerely,
Janette Beckett
Chief Executive
Spring
Accommodation
Sites
4
5
JOB ADVERT: ACCOMODATION OFFICER
Do you have experience supporting
vulnerable individuals and providing
housing-related assistance?
You may already work within the
homelessness sector or have supported
individuals facing complex and challenging
circumstances and possess the transferable
skills and competencies we value. This is
an exciting opportunity to join an
organisation committed to breaking cycles of homelessness,
poverty, and social isolation by offering high-quality
accommodation and compassionate, person-centred support.
You will be based at the Coventry Foyer, located on Lower
Holyhead Road near the city centre which is a 63-bed self-
contained supported accommodation scheme for people
aged 18 and over.
The space accommodation across three floors and a range of communal meeting spaces are
located on the ground floor areas.
The role of Accommodation Officer is dynamic, demanding, and deeply rewarding. You will deliver
trauma-informed, strengths-based support and intensive housing management to our residents,
building trusting relationships and guiding them from initial referral through their journey with
Spring, and ultimately toward resettlement in stable, long-term housing.
The ideal candidate will have:
▪ Genuine passion, empathy, and a desire to support people experiencing homelessness.
▪ A proven track record and understanding of intensive housing management and working
with and delivering outstanding services to vulnerable people.
▪ Excellent written and verbal communication skills, adapting your style to best meet the
needs of a range of different individuals.
▪ The ability to liaise with a range of partner agencies and service providers to improve
access to services for our customers.
▪ Self-motivation, and the ability to manage and prioritise your workload according to the
changing needs and demands of the service and our customers.
▪ Outstanding problem-solving skills, innovation, and creative thinking to overcome barriers
to engagement with our customers.
▪ The ability to mitigate risk, manage complex situations and make decisions with
confidence.
▪ An understanding of trauma-informed practice and delivery of customer-led, customer
focussed services.
An Enhanced DBS check will be required.
If you have any questions, would like any further information or to discuss the role in more
detail, please do not hesitate to contact me directly –
Jill Henderson, Assistant Head of Housing and Well-being Services
jill@springhousing.org.uk
6
“I was so relieved to be at Spring - it was lovely, the staff were funny and caring. I
felt like myself there again even though it was a temporary home, for me it was
the best I could’ve asked for.” Customer, Coventry Services 2024
We have a Candidate Privacy Policy which is in line with the EU General Data Protection Regulation
(GDPR) effective from 25 May 2018. The updated Privacy Policy has been designed to make our data
processing activities as transparent as possible. We encourage you to take a look at the updated
documents, and if you have any questions please contact us or visit https://springhousing.org.uk/about-
us/our-privacy-notice/
As part of our commitment to making Spring a great place to work, we offer a comprehensive reward and
benefits package.
Spring Housing Association takes safeguarding of vulnerable people seriously - all
applicants will be subject to Safer Recruitment Checks
For further information on how to apply:
Please send your CV via the Indeed portal. If you are invited to an interview, you will also need to complete
an application form. For further information please refer to our Applicant Information Pack –
www.springhousingassociation.org.uk/recruitment
7
Job Description and Person Specification
Accommodation Officer – Coventry Foyer
Senior Housing Officer / Service Lead
Coventry Services
£27,300.00 - up to dependant on experience
@ 0.45p per mile
Post:
Reporting to:
Directive:
Grade/Salary:
Car user:
1. Responsibilities
Providing specialist support and intensive housing management services to people with vulnerabilities who
are experiencing homelessness, including those with complex needs and behaviour that challenges.
Supporting customers to maintain accommodation, build resilience, and improve wellbeing through person-
centred support and partnership working.
▪ Assessing each customer and supporting them to recognise and achieve their goals in the areas of
accommodation, health and wellbeing, financial inclusion, community engagement, employment,
education, and training and any other area that is important to them.
▪ To make sure desired outcomes are maximised for every customer by working creatively and flexibly,
ensuring their views and aspirations remain fundamental to their own journey. Providing advocacy and
mediation of behalf of customers where required whilst enabling them to develop assertiveness and
improved communication skills.
▪ To understand trauma and its impact on behaviour, health, and wellbeing; to engage in trauma informed
practice and to engage in solution-focused, strength-based conversations, support-planning, and
delivery.
2. Service Delivery
1. To enable customer outcome achievement through the development of customer-led professional
relationships, active listening, and proactive support.
2. Induction and welcoming of new customers ensuring awareness of their rights and responsibilities and
helping them settle into their new home.
3. Develop strength-based, holistic, and trauma-informed assessments and support plans with customers
enabling them to sustain accommodation, improve resilience and promote independence, health, and
well-being through delivery of appropriate interventions, partnership working and referrals to a range of
external agencies.
4. To ensure effective and efficient service delivery and development in line with contract requirements to
ensure the provision for a range of housing support, advice and guidance services to vulnerable people
including, housing, health, employment & training, mental health, substance misuse and community-
based services through active partnership working and customer insight.
5. To promote the Charter of Rights - Providing positive customer experiences that informs and shapes
our business planning to improve service delivery-measurable through engagement activities, customer
surveys, resident meetings, focus groups, compliments, and complaints.
6. To ensure financial viability through appropriate income management, including welfare benefit support,
unlocking barriers to rent/service charge payments, ensuring customer is up to date with rent payments
to avoid eviction and working in partnership with Allocation Team to keep void loss at a minimum in line
with KPIs
7. To provide SMART move on plans for customers leaving or moving on from the service into
independent or alternative accommodation.
8. Working in partnership with internal and external stakeholders to implement pragmatic problem solving,
unblock barriers and facilitating access for vulnerable people into various services to improve life
8
chances.
9. To support customers to reduce behaviours which may be challenging or perceived as negative and to
provide crisis intervention solutions
10. Working with individuals within properties to support them to adhere to occupancy agreement to reduce
homelessness e.g. Property and room checks, repairs and managing health and safety requirements.
11. Comprehensive intensive housing and voids management, maintaining a high standard of health and
safety, building compliance and property standards.
12. Achievement of key performance indicators and contract compliance in line with service standards
13. Supporting team and organisational excellence through actively engaging in team meetings, reflective
practice, professional and personal development, cross-organisational support, and learning.
14. Identifying and supporting best practice and innovative solutions for continual improvement.
15. Commitment to personal and service development including specialist skills through training and other
leaning methods to effectively respond to need
16. To respond to unforeseen and crisis situations as required and be available for emergency cover within
your own service and contribute to the overall running of the service and wider organisation.
17. Solution-focused and trauma-informed approach to working with confidence when dealing with
challenging and complex situations.
18. To assist with other duties as required by Management
3. Safeguarding and Health and Safety
19. To be responsible for the safeguarding, health, safety and welfare of yourself, customers and others at
work and undertake health and safety duties as required.
20. Ensure that Safeguarding and Health and Safety Policies and procedures are adhered to and report
incidents and serious concerns to Senior Management.
4. Budgets and Financial Control
21. Consideration for service financial viability through ensuring maximising income, cost effectiveness and
value for money.
5. General
22. Work shifts on a rota basis; this may include weekends and evenings in line with customer needs.
23. To participate in team meetings, supervisions and other review meetings and demonstrate a
commitment to your learning and professional development.
24. To ensure that all customers, staff, and others are treated equally and fairly in accordance with policy
and procedure.
25. Promote and uphold all Spring Housing Association Policies and to conduct yourself and represent
Spring in a professional manner at all times.
This job description covers the current range of duties and will be reviewed from time to time. It is
Spring Housing’s aim to reach agreement on changes, but if agreement is not possible, Spring
Housing reserves the right to change this job description.
9
Person Specification
Essential Desirable
Education and Qualifications
▪ GCSEs grade D or above or equivalent Level 2 qualification and Functional
skills level 2
▪ Qualification in Health & Social Care, Homeless Services or Housing
Experience
▪ Experience of working with people with vulnerabilities within in social care
or housing setting, or demonstrable transferrable skills obtained through
working with people in challenging environments
Knowledge and Understanding
▪ Awareness of housing, welfare benefits, and homelessness
▪ Understanding of income management, including pro-active management
of rent accounts, reduction of arrears and void management.
▪ Understanding of barriers to accommodation sustainment and how to
support customers to overcome these challenges.
▪ Understands the social, cultural, and economic influences, individual
circumstances, behaviour, and lifestyle choices that impact on health and
well-being outcomes for customers.
▪ Knowledge and understanding of adult safeguarding.
▪ Understand and demonstrate what it means to provide person-centred,
trauma-informed, and solution-focussed support to assist customers to
make informed decisions and achieve their goals.
▪ Understands role requirement and the importance of accessing,
maintaining, and storing documentation relation to housing and support in
accordance with policy and procedure and legal requirement for
maintaining confidentiality and data protection.
Abilities and Skills
▪ Excellent written and verbal communication skills, and the ability to adapt
your style to best meet the needs of a range of different individuals.
▪ To liaise with a range of partner agencies and service providers to improve
access to services for our customers.
▪ Self-motivation, and the ability to manage and prioritise your workload
according to the changing needs and demands of the service and our
customers.
▪ Outstanding problem-solving skills, innovation, and creative thinking to
overcome barriers to engagement with our customers.
▪ The ability to mitigate risk, manage complex situations and make decisions
with confidence.
▪ Understanding of IT systems including Microsoft packages, email, and data
management systems.
▪ Able to produce and analyse reports, understand key performance
indicators, and contract delivery.
▪ Ability to lone-work, and to contribute positively to an effective and
supportive wider team.
▪ Keep complete, clear, accurate and timely recording using digital platforms
as required.
▪ Contributes to the maintenance of healthy and safe working and living
environments through risk assessment, appropriate practice, use of
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
10
▪
resources, techniques and behaviours and understanding relevant
legislation.
Is aware of the environment in which they work, and customers live, and
how to maintain their own and others safety. Able to work in challenging
situations and report incidents, accidents, and complaints in a timely
manner, taking appropriate action where necessary.
▪ Able to identify ways to promote dignity and is aware of individuals
environments and factors that may cause distress, disagreement, or
dissatisfaction.
Behaviours
▪ Promotes the Charter of Rights, holds various activities and initiatives for
customer involvement and engagement and demonstrates customer
outcome achievement.
✓
✓
✓
▪ Develops, manages, and maintains positive, appropriate relationships with
✓
customers and stakeholders, demonstrating respect, consideration,
compassion, and empathy always.
▪ Understands, promotes, and advocates for equality and diversity and
demonstrates inclusion through interaction with individuals.
▪ Demonstrate the values of Spring Housing Association and a commitment
to personal and professional development.
- Positivity and Giving Opportunities
- Creating Quality Homes and Happy Lives
- Building Memories and Focussing on Futures
- Proudly Supporting Each Other
Additional Job Requirements
▪ Full driving licence and access to a vehicle with business insurance.
▪ Able to work on a rota system including evenings if required.
▪ Enhanced DBS check.
✓
✓
✓
✓
✓
11
APPLICATION INFORMATION PACK
Support Worker – Eagle House
Full Time Position 37.5
Spring Housing Association is dedicated to safeguarding all our customers, and expects staff,
volunteers, and contractors to share this commitment.
Applicants must be able to undertake a DBS check and provide a satisfactory certificate if required,
together with evidence of your current right to work in the UK.
At Spring Housing, we are committed to diversity and inclusion, and positively welcome
applications from everyone.
1
‘Investing to prevent homelessness’
Our Vision:
To achieve lasting independence for individuals through tailored support,
inclusive communities and innovative housing solutions.
Our Mission:
To prevent homelessness by creating safe places to live, supporting
strong futures, removing barriers and influencing change within the sector
Our Values:
Our Aims:
Preventing Homelessness
o Deliver safe homes and tailored support for lasting stability
o Reduce the stigma associated with Homelessness
Encouraging Independence
o Promoting life skills and personal growth for brighter futures
Building Communities
o Fostering connections and inclusivity to inspire positive change
2
About Us:
Spring Housing Association formed in 2014 and became a registered charity in
August 2015.
We are a charity working with people in need of accommodation and tenancy
related support across the West Midlands. We work in conjunction with the private
sector and housing associations to provide general needs and specialist services
to care leavers, people who are homeless or at risk of homelessness and refuges.
We deliver a range of person-centred services to support individuals to obtain,
maintain and sustain accommodation long term.
We currently employ over 100 staff and operate throughout Birmingham, Black
Country, Coventry, Herefordshire, Solihull, Staffordshire, Wolverhampton, and
Warwickshire.
We provide exempt accommodation housing and support solutions across 23
geographical regions and work with various local authorities.
We really value our staff team – they are the reason Spring provides excellent
services. Our staff embrace and live our values on a day-to-day basis.
We welcome feedback to continually strive to improve the working environment
and experience for our customers. Recent newcomers to Spring said…
"Friendly staff, interesting job role, good payment”
“It’s a supportive, friendly open environment”.
“I like the ethos and values of Spring, also it is one team and support is always
available.
“I like how helpful and friendly the staff are, that there is always someone to
help if you get stuck. I like that the company is clearly customer focussed and
do everything they can to help and support”.
Benefits of
Working with
Spring:
Flexible working
hours including
part time hours,
evenings, and
weekends.
34 days annual
leave
1-day additional
paid leave (pro
rata) on your
birthday
Contributory
pension scheme
Death in service
benefit two times
basic salary
Health4All – Cash
Plan. Individual
cover provided
after 6 months
service with the
option to upgrade.
Bike to work
scheme - lease a
new bike and
spread the cost
over/up to twelve
months interest
free payments.
Employee
assistance
programme – free
confidential advice
and counselling
A commitment to
staff training and
development.
3
Thank you from Janette Beckett – Group CEO
Dear Applicant,
I would like to thank you for your interest in working with Spring Housing.
I’m really excited by the direction Spring is taking as an organisation. We started in 2014
to get back to the original ethos of why housing associations were initially established, we saw that the
housing crisis was getting worse, and that homelessness continued to be a major issue across the
Midlands, and we wanted to use our relationships with private sector landlords to bring private houses into
social use.
We believe we are still living to our original purposes and making a real difference to our customers lives.
We have only been able to do this through the dedication and commitment of our staff. They have been
fundamental in the lives of our customers and the success of our services to date.
I’m sure if you are successful that you will see what makes Spring different!
We have a real “can-do” attitude and are diverse in our services and people. It’s a really exciting place to
work and you will be joining and contributing to an organisation with a real passion to make a long-term
difference to the lives of our customers.
If you are successful in your application, we will assist you to settle into your new role and team as quickly
as possible.
I hope that you find this application pack informative and useful during the application process. If you
require further information, please email recruitment@springhousing.org.uk or visit our website.
Yours sincerely,
Janette Beckett
Chief Executive
Spring
Accommodation
4
5
JOB ADVERT: Support Worker
Do you have experience supporting vulnerable
individuals and providing housing-related
assistance?
You may already work within the homelessness
sector or have supported individuals facing complex
and challenging circumstances and possess the
transferable skills and competencies we value. This
is an exciting opportunity to join an organisation
committed to breaking cycles of homelessness,
poverty, and social isolation by offering high-quality accommodation and compassionate, person-
centred support.
You will be based at Eagle House, located in Stafford Town Centre which is a 33-unit supported
accommodation scheme for people aged 18 and over.
The space accommodation across three floors and a range of communal meeting spaces are
located on the ground floor areas.
The role of Accommodation Officer is dynamic, demanding, and deeply rewarding. You will deliver
trauma-informed, strengths-based support and intensive housing management to our residents,
building trusting relationships and guiding them from initial referral through their journey with
Spring, and ultimately toward resettlement in stable, long-term housing.
The ideal candidate will have:
Genuine passion, empathy, and a desire to support people experiencing homelessness.
A proven track record and understanding of intensive housing management and working
with and delivering outstanding services to vulnerable people.
Excellent written and verbal communication skills, adapting your style to best meet the
needs of a range of different individuals.
The ability to liaise with a range of partner agencies and service providers to improve
access to services for our customers.
Self-motivation, and the ability to manage and prioritise your workload according to the
changing needs and demands of the service and our customers.
Outstanding problem-solving skills, innovation, and creative thinking to overcome barriers
to engagement with our customers.
The ability to mitigate risk, manage complex situations and make decisions with
confidence.
An understanding of trauma-informed practice and delivery of customer-led, customer
focussed services.
An Enhanced DBS check will be required.
If you have any questions, would like any further information or to discuss the role in more
detail, please do not hesitate to contact me directly –
Leigh Hadley, Head of Housing and Wellbeing Services
Leigh@springhousing.org.uk
6
“I was so relieved to be at Spring - it was lovely, the staff were funny and caring. I
felt like myself there again even though it was a temporary home, for me it was
the best I could’ve asked for.” Customer, Coventry Services 2024
We have a Candidate Privacy Policy which is in line with the EU General Data Protection Regulation
(GDPR) effective from 25 May 2018. The updated Privacy Policy has been designed to make our data
processing activities as transparent as possible. We encourage you to take a look at the updated
documents, and if you have any questions please contact us or visit https://springhousing.org.uk/about-
us/our-privacy-notice/
As part of our commitment to making Spring a great place to work, we offer a comprehensive reward and
benefits package.
Spring Housing Association takes safeguarding of vulnerable people seriously - all
applicants will be subject to Safer Recruitment Checks
For further information on how to apply:
Please send your CV via the Indeed portal. If you are invited to an interview, you will also need to complete
an application form. For further information please refer to our Applicant Information Pack –
www.springhousingassociation.org.uk/recruitment
7
Job Description and Person Specification
Support Worker – Eagle House
Senior Housing Officer / Service Lead
Stafford Services
£26,050.00 - up to dependant on experience
@ 0.45p per mile
Post:
Reporting to:
Directive:
Grade/Salary:
Car user:
1. Responsibilities
Providing specialist support and intensive housing management services to people with vulnerabilities who
are experiencing homelessness, including those with complex needs and behaviour that challenges.
Supporting customers to maintain accommodation, build resilience, and improve wellbeing through person-
centred support and partnership working.
Assessing each customer and supporting them to recognise and achieve their goals in the areas of
accommodation, health and wellbeing, financial inclusion, community engagement, employment,
education, and training and any other area that is important to them.
To make sure desired outcomes are maximised for every customer by working creatively and flexibly,
ensuring their views and aspirations remain fundamental to their own journey. Providing advocacy and
mediation of behalf of customers where required whilst enabling them to develop assertiveness and
improved communication skills.
To understand trauma and its impact on behaviour, health, and wellbeing; to engage in trauma informed
practice and to engage in solution-focused, strength-based conversations, support-planning, and
delivery.
2. Service Delivery
1. To enable customer outcome achievement through the development of customer-led professional
relationships, active listening, and proactive support.
2. Induction and welcoming of new customers ensuring awareness of their rights and responsibilities and
helping them settle into their new home.
3. Develop strength-based, holistic, and trauma-informed assessments and support plans with customers
enabling them to sustain accommodation, improve resilience and promote independence, health, and
well-being through delivery of appropriate interventions, partnership working and referrals to a range of
external agencies.
4. To ensure effective and efficient service delivery and development in line with contract requirements to
ensure the provision for a range of housing support, advice and guidance services to vulnerable people
including, housing, health, employment & training, mental health, substance misuse and community-
based services through active partnership working and customer insight.
5. To promote the Charter of Rights - Providing positive customer experiences that informs and shapes
our business planning to improve service delivery-measurable through engagement activities, customer
surveys, resident meetings, focus groups, compliments, and complaints.
6. To ensure financial viability through appropriate income management, including welfare benefit support,
unlocking barriers to rent/service charge payments, ensuring customer is up to date with rent payments
to avoid eviction and working in partnership with Allocation Team to keep void loss at a minimum in line
with KPIs
7. To provide SMART move on plans for customers leaving or moving on from the service into
independent or alternative accommodation.
8. Working in partnership with internal and external stakeholders to implement pragmatic problem solving,
unblock barriers and facilitating access for vulnerable people into various services to improve life
8
chances.
9. To support customers to reduce behaviours which may be challenging or perceived as negative and to
provide crisis intervention solutions
10. Working with individuals within properties to support them to adhere to occupancy agreement to reduce
homelessness e.g. Property and room checks, repairs and managing health and safety requirements.
11. Comprehensive intensive housing and voids management, maintaining a high standard of health and
safety, building compliance and property standards.
12. Achievement of key performance indicators and contract compliance in line with service standards
13. Supporting team and organisational excellence through actively engaging in team meetings, reflective
practice, professional and personal development, cross-organisational support, and learning.
14. Identifying and supporting best practice and innovative solutions for continual improvement.
15. Commitment to personal and service development including specialist skills through training and other
leaning methods to effectively respond to need
16. To respond to unforeseen and crisis situations as required and be available for emergency cover within
your own service and contribute to the overall running of the service and wider organisation.
17. Solution-focused and trauma-informed approach to working with confidence when dealing with
challenging and complex situations.
18. To assist with other duties as required by Management
3. Safeguarding and Health and Safety
19. To be responsible for the safeguarding, health, safety and welfare of yourself, customers and others at
work and undertake health and safety duties as required.
20. Ensure that Safeguarding and Health and Safety Policies and procedures are adhered to and report
incidents and serious concerns to Senior Management.
4. Budgets and Financial Control
21. Consideration for service financial viability through ensuring maximising income, cost effectiveness and
value for money.
5. General
22. Work shifts on a rota basis; this may include weekends and evenings in line with customer needs.
23. To participate in team meetings, supervisions and other review meetings and demonstrate a
commitment to your learning and professional development.
24. To ensure that all customers, staff, and others are treated equally and fairly in accordance with policy
and procedure.
25. Promote and uphold all Spring Housing Association Policies and to conduct yourself and represent
Spring in a professional manner at all times.
This job description covers the current range of duties and will be reviewed from time to time. It is
Spring Housing’s aim to reach agreement on changes, but if agreement is not possible, Spring
Housing reserves the right to change this job description.
9
Person Specification
Essential Desirable
Education and Qualifications
GCSEs grade D or above or equivalent Level 2 qualification and Functional
skills level 2
Qualification in Health & Social Care, Homeless Services or Housing
Experience
Experience of working with people with vulnerabilities within in social care
or housing setting, or demonstrable transferrable skills obtained through
working with people in challenging environments
Knowledge and Understanding
Awareness of housing, welfare benefits, and homelessness
Understanding of income management, including pro-active management
of rent accounts, reduction of arrears and void management.
Understanding of barriers to accommodation sustainment and how to
support customers to overcome these challenges.
Understands the social, cultural, and economic influences, individual
circumstances, behaviour, and lifestyle choices that impact on health and
well-being outcomes for customers.
Knowledge and understanding of adult safeguarding.
Understand and demonstrate what it means to provide person-centred,
trauma-informed, and solution-focussed support to assist customers to
make informed decisions and achieve their goals.
Understands role requirement and the importance of accessing,
maintaining, and storing documentation relation to housing and support in
accordance with policy and procedure and legal requirement for
maintaining confidentiality and data protection.
Abilities and Skills
Excellent written and verbal communication skills, and the ability to adapt
your style to best meet the needs of a range of different individuals.
To liaise with a range of partner agencies and service providers to improve
access to services for our customers.
Self-motivation, and the ability to manage and prioritise your workload
according to the changing needs and demands of the service and our
customers.
Outstanding problem-solving skills, innovation, and creative thinking to
overcome barriers to engagement with our customers.
The ability to mitigate risk, manage complex situations and make decisions
with confidence.
Understanding of IT systems including Microsoft packages, email, and data
management systems.
Able to produce and analyse reports, understand key performance
indicators, and contract delivery.
Ability to lone-work, and to contribute positively to an effective and
supportive wider team.
Keep complete, clear, accurate and timely recording using digital platforms
as required.
Contributes to the maintenance of healthy and safe working and living
environments through risk assessment, appropriate practice, use of
10
resources, techniques and behaviours and understanding relevant
legislation.
Is aware of the environment in which they work, and customers live, and
how to maintain their own and others safety. Able to work in challenging
situations and report incidents, accidents, and complaints in a timely
manner, taking appropriate action where necessary.
Able to identify ways to promote dignity and is aware of individuals
environments and factors that may cause distress, disagreement, or
dissatisfaction.
Behaviours
Promotes the Charter of Rights, holds various activities and initiatives for
customer involvement and engagement and demonstrates customer
outcome achievement.
Develops, manages, and maintains positive, appropriate relationships with
customers and stakeholders, demonstrating respect, consideration,
compassion, and empathy always.
Understands, promotes, and advocates for equality and diversity and
demonstrates inclusion through interaction with individuals.
Demonstrate the values of Spring Housing Association and a commitment
to personal and professional development.
- Positivity and Giving Opportunities
- Creating Quality Homes and Happy Lives
- Building Memories and Focussing on Futures
- Proudly Supporting Each Other
Additional Job Requirements
Full driving licence and access to a vehicle with business insurance.
Able to work on a rota system including evenings if required.
Enhanced DBS check.
11
SPRING HOUSING ASSOCIATION LIMITED
26,000 - 28,000 per year
North Birmingham
Full-time
APPLICATION INFORMATION PACK
HR/ Customer Resolutions Coordinator
Full-Time position (37.5 hours per week)
Spring Housing Association is dedicated to safeguarding all our customers, and expects staff,
volunteers, and contractors to share this commitment.
Applicants must be able to undertake a DBS check and provide a satisfactory certificate if required,
together with evidence of your current right to work in the UK.
At Spring Housing, we are committed to diversity and inclusion, and positively welcome
applications from everyone.
1
‘Investing to prevent homelessness’
Our Vision:
To achieve lasting independence for individuals through tailored support,
inclusive communities and innovative housing solutions.
Our Mission:
To prevent homelessness by creating safe places to live, supporting
strong futures, removing barriers and influencing change within the sector
Our Values:
Our Aims:
Preventing Homelessness
o Deliver safe homes and tailored support for lasting stability
o Reduce the stigma associated with Homelessness
Encouraging Independence
o Promoting life skills and personal growth for brighter futures
Building Communities
o Fostering connections and inclusivity to inspire positive change
2
About Us Spring Housing Association formed in 2014 and became a
registered charity in August 2015. We are a charity working with people in need of
accommodation and tenancy related support across the West Midlands. We work
in conjunction with the private sector and housing associations to provide general
needs and specialist services to care leavers, people who are homeless or at risk
of homelessness and refuges. We deliver a range of person-centred services to
support individuals to obtain, maintain and sustain accommodation long term. We
currently employ over 135 staff and operate throughout Birmingham, Black
Country, Coventry, Herefordshire, Solihull, Staffordshire, Wolverhampton, and
Warwickshire. We provide exempt accommodation housing and support solutions
across 23 geographical regions and work with various local authorities. We really
value our staff team – they are the reason Spring provides excellent services. Our
staff embrace and live our values on a day-to-day basis. We welcome feedback
to continually strive to improve the working environment and experience for
our customers. Recent newcomers to Spring said…"Friendly staff, interesting
job role, good payment” “It’s a supportive, friendly open environment”. “I like the
ethos and values of Spring, also it is one team, and support is always available. “I
like how helpful and friendly the staff are, that there is always someone to help if
you get stuck. I like that the company is clearly customer focussed and do
everything they can to help and support”
Benefits of
Working with
Spring:
Flexible working
hours including
part time hours,
evenings, and
weekends.
34 days annual
leave (increasing
with service)
1-day additional
paid leave on your
birthday
Contributory
pension scheme
Death in service
benefit two times
basic salary
Health4All – Cash
Plan. Individual
cover provided
after 6 months
service with the
option to upgrade.
Bike to work
scheme - lease a
new bike and
spread the cost
over/up to twelve
months interest
free payments.
Employee
assistance
programme – free
confidential advice
and counselling
A commitment to
staff training and
development.
3
Thank you from Janette Beckett – Group CEO
Dear Applicant,
I would like to thank you for your interest in working with Spring Housing.
I’m really excited by the direction Spring is taking as an organisation. We started in
2014 to get back to the original ethos of why housing associations were initially
established, we saw that the housing crisis was getting worse, and that homelessness
continued to be a major issue across the Midlands, and we wanted to use our relationships with private
sector landlords to bring private houses into social use.
We believe we are still living to our original purposes and making a real difference to our customers lives.
We have only been able to do this through the dedication and commitment of our staff. They have been
fundamental in the lives of our customers and the success of our services to date.
I’m sure if you are successful that you will see what makes Spring different!
We have a real “can-do” attitude and are diverse in our services and people. It’s a really exciting place to
work and you will be joining and contributing to an organisation with a real passion to make a long-term
difference to the lives of our customers.
If you are successful in your application, we will assist you to settle into your new role and team as quickly
as possible.
I hope that you find this application pack informative and useful during the application process. If you
require further information, please email sarah@springhousing.org.uk or visit our website.
Yours sincerely,
Janette Beckett Chief Executive Janette Beckett
Spring
Accommodation
4
5
JOB ADVERT –
Are you an experienced and highly organised administrator looking to take the next step in your career
within a supportive and professional environment? We have an exciting opportunity to join our charity,
based in North Birmingham, where you’ll play a vital role in providing exceptional HR and customer service
administrative support across the business.
We are looking for a diligent, customer-focused professional to join our team as a HR and Customer
Resolutions Coordinator.
The role is multifaceted - you will be required to provide comprehensive HR support, ensuring accuracy,
efficiency, and confidentiality at every stage. In addition, you will also be the main point of contact for
customer feedback and complaints. Your role will include administrative tasks and reporting, while
recommending improvements to enhance the customer and service experience.
The Role (Customer Resolutions)
• Act as the key point of contact for customers, addressing complaints and enquiries from
various external bodies while working with customers, stakeholders, and contractors over the
phone or in person.
• The role will play a fundamental part of the start to finish complaints resolutions process,
liaising with various teams and customers, to ensure issues are resolved efficiently and
empathetically in line with service standards.
• Manage inbound communication via phone, email, and letters, ensuring timely and
professional responses.
• Conduct thorough investigations and ensure prompt resolution of complaints, including
formal responses
• Use relevant IT systems to track, record, and monitor complaints and feedback, supporting
reporting and analysis to identify trends and recommend improvements.
• Collaborate with internal teams to ensure timely responses, uphold service standards, and
suggest process improvements.
• Foster positive relationships with customers, promote a customer-first culture, and provide
guidance to colleagues on handling complaints.
•
The role (HR)
• Support the end-to-end recruitment process, including posting job vacancies.
• Managing the full onboarding process, producing offer letters and contracts, processing
background checks, and ensuring all employee data is accurately recorded in the HR system.
• Supporting daily HR enquiries and assisting with policy responses alongside the HR
Director.
• Maintaining up-to-date and compliant HR records on BreatheHR.
• Preparing employee correspondence and assisting with HR meetings, including notetaking
and policy guidance.
• Coordinating leaver administration, including exit interviews and reporting.
• Assist the HR Director with administration
About You
• You’ll bring a professional, proactive, and discreet approach with the confidence to manage
multiple priorities and deadlines
• Proven experience in administration (previous HR/recruitment administration experience
advantageous)
• Excellent communication skills and a strong eye for detail
• Proficiency in using IT systems
• Highly organised, self-motivated, and able to manage priorities and deadlines
• Understanding of the Housing Ombudsman complaint handling code or similar and
experience in resolving complex complaints
• A proactive problem-solver with a customer-first mindset, strong relationship-building skills,
and a passion for delivering exceptional customer service
6
If you’re a confident Administrator seeking a varied and rewarding role within a collaborative and growing
organisation, we’d love to hear from you.
We have a Candidate Privacy Policy which is in line with the EU General Data Protection Regulation (GDPR)
effective from 25 May 2018. The updated Privacy Policy has been designed to make our data processing
activities as transparent as possible. We encourage you to take a look at the updated documents, and if you
have any questions please contact us or visit https://springhousing.org.uk/about-us/our-privacy-notice/
As part of our commitment to making Spring a great place to work, we offer a comprehensive reward and
benefits package.
Spring Housing Association takes safeguarding of vulnerable people seriously - all
applicants will be subject to Safer Recruitment Checks
For further information on how to apply:
Please send your CV via the Indeed portal. If you are invited to an interview, you will also need to complete
an application form. For further information please refer to our Applicant Information Pack –
www.springhousingassociation.org.uk/recruitment
7
Job Description and Person Specification
HR/Customer Resolution Coordinator
Sarah Collins and Olivia Wiley
Central Services
£26-28,000 per annum
Post:
Reporting to:
Directive:
Grade/Salary:
Car user:
N/A
Overall, Job Purpose:
The Role (Customer Resolutions)
• Act as the key point of contact for customers, addressing complaints and enquiries from various
external bodies while working with customers, stakeholders, and contractors over the phone or in
person.
• The role will play a fundamental part of the start to finish complaints resolutions process, liaising with
various teams and customers, to ensure issues are resolved efficiently and empathetically in line
with service standards.
• Manage inbound communication via phone, email, and letters, ensuring timely and professional
responses.
• Conduct thorough investigations and ensure prompt resolution of complaints, including formal
responses
• Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting
and analysis to identify trends and recommend improvements.
• Collaborate with internal teams to ensure timely responses, uphold service standards, and suggest
process improvements.
• Foster positive relationships with customers, promote a customer-first culture, and provide guidance
to colleagues on handling complaints.
Key Duties and Responsibilities:
• Act as the first point of contact for receiving and managing formal complaints.
• Conduct thorough, impartial investigations into complaints relating to housing management, repairs,
tenancy issues, and customer service.
Identify early resolution opportunities.
• Gather evidence, interview staff/contractors, and review relevant documentation and systems.
• Draft clear, accurate, and customer-friendly complaint responses for Stage 1 and Stage 2.
• Ensure compliance with the Housing Ombudsman Code and internal policies.
•
• Log, track and maintain all complaint case files.
• Monitor deadlines and ensure timely responses.
• Prepare reports, case summaries, and data analysis.
• Maintain accurate records.
• Support Senior Management and Heads of Service enquiries where required.
• Communicate professionally with residents.
• Explain decisions clearly and manage expectations.
• Support vulnerable residents using empathetic approaches.
• Feedback complaint themes to operational teams.
Identify recurring issues and support improvement plans.
•
• Participate in service reviews, audits, and quality assurance.
• Recommend actions to prevent recurring complaints.
8
The Role (HR)
Provide comprehensive, efficient and timely administration support to the HR Director. The role will
encompass all aspects of HR administration, including administrative management of employee information,
recruitment and compliance checks and reporting.
Key Duties and Responsibilities:
• Act as the first point of contact and effectively handle enquiries from employees, candidates,
external agencies and former employees and escalate any enquiries, as appropriate.
• Undertake administration duties to support the end-to-end recruitment and onboarding process for
all successful candidates. Including:
• Posting job vacancies
• Offer letters and contract of employment
• Setting up new starters on the HR system
• Obtaining and checking references
•
• Checking right to work documents
• Ensuring new starter files are complete (new starter forms etc)
Initiate the DBS process and update the HR system
• Preparing employee correspondence, including:
• Probation letters
• Changes to terms and conditions
• Reference requests
• Support with the processing of maternity, paternity, adoption, etc leave.
• Process leaver administration, including calculating annual leave, notifying payroll and exit
interviews
• Administer the Ihasco training suite, update employee training records and auditing training records.
• Support the administration of PDR’s, ensuring managers are aware of review dates and the HR
system is updated.
• Assisting with HR meetings, including notetaking and policy guidance.
• Assist the HR Director with administration.
• Maintain accurate records and data protection compliance on the HR system.
• Compile HR reports, as required, using data from the HR system.
• Communicate professionally with staff and prospective employees.
• Participate in service reviews, audits, and quality assurance.
This job description covers the current range of duties and will be reviewed from time to time. It is
Spring Housing’s aim to reach agreement on changes, but if agreement is not possible, Spring
Housing reserves the right to change this job description.
Person Specification
9
Education and Qualifications
Essential Desirable
• Proficiency in using IT systems and complaints systems, (e.g.,
Microsoft Dynamics, Excel, PowerPoint, SharePoint, Teams) to manage
data and track complaints.
Experience
• Experience supporting vulnerable customers
• Experience in housing, customer service, complaints handling, or
administration
• Experience in Customer Service
• Experience in Administration & Case Management
• Experience in recruitment/ HR administration
• Experience of work involving regular and accurate data inputting
Knowledge and understanding
• Commitment to equality, diversity, and inclusion
• Willingness to complete training
• Ability to maintain confidentiality
Abilities and Skills
• Highly organised, self-motivated, and able to manage priorities and
deadlines
• Strong investigative abilities
• Ability to manage complex and sensitive cases impartially
• High attention to detail
• Ability to prioritise work to meet deadlines
• Excellent verbal and written communication skills with experience in
negotiation and stakeholder management
Personal Attributes
• Commitment to equality, diversity, and inclusion
• Willingness to complete training
• Ability to maintain confidentiality
• Customer-focused professional and resilient
Desirable Criteria
• Knowledge of Housing Ombudsman Code (desirable)
• Understanding of housing management and repairs (desirable)
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Behaviours
• Develops, manages, and maintains positive, appropriate relationships with
customers and stakeholders, demonstrating respect, consideration,
compassion, and empathy always.
• Understands, promotes, and advocates for equality and diversity and
demonstrates inclusion through interaction with individuals.
• Demonstrate the values of Spring Housing Association and a commitment
to personal and professional development.
• Positivity and Giving Opportunities
• Creating Quality Homes and Happy Lives
• Building Memories and Focussing on Futures
• Proudly Supporting Each Other
Additional Job Requirements
Enhanced DBS check.
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