Apprentice Support Officer

Job Description

Job Title: Apprentice Support OfficerContract Type: 1 year apprentice Salary: under the age of twenty-one the salary £19,500.00 equating to £10.00 per hour, for apprentices 21 and over the salary £23,809.50 equating to £12.21 Per hourWorking Hours: 37.5 hours per weekWorking Pattern: Rota basisLocation: Arlington House, Camden in London Please note: This apprenticeship opportunity is exclusively open to applicants who are residents of the London Borough of Camden. This eligibility criteria is part of our partnership with Camden Council’s employment initiatives to support local talent development and ensure equitable access to career pathways for Camden residentsIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.The difference you will make as Apprentice Support Officer
In this role you will work collaboratively as part of a committed team to deliver an outstanding service and a range of personalise support that puts customers first and empowers people to achieve their goals and aspirations. Contribute to the day-to-day service by undertaking a range of tasks to ensure the safe operational management of our care and support services. Whilst in role you work towards achieving an Apprenticeship Qualification. In this role you will organising and carrying out regular planned reviews of support and risk plans, or following anincident/significant change in a customer’s circumstances, also you will engaging customers to meet agreed outcomes and develop life skills.About you
We are looking for someone with:
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs.
•    Experience of delivering structured support and risk management.
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude.
•    Previous experience in positively resolving incidents.
•    Demonstrate initiative and confidence to make and act on decisions.
•    Competent administrative and IT skills (to be able to produce reports and other communications).Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Applications may close before the deadline, so please apply early to be considered. Role Profile 
Work collaboratively as part of a committed team to deliver an outstanding service and a range of personalise support that puts customers first and empowers people to achieve their goals and aspirations. Contribute to the day-to-day service by undertaking a range of tasks to ensure the safe operational management of our care and support services. Whilst in role you work towards achieving an Apprenticeship Qualification.

Role requires you to:
Supporting Customers:
We use Psychologically Informed Environments and Trauma Informed Care principles to support our customers to
develop new ways of thinking and to make steps towards independence, by:
•Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other supportproviders), where appropriate.
•Organising and carrying out regular planned reviews of support and risk plans, or following anincident/significant change in a customer’s circumstances.
•Engaging customers to meet agreed outcomes and develop life skills.
•Assisting customers with day-to-day support and tenancy-related matters.
•Identifying and promoting opportunities for employment, education and training and supporting customersto remove barriers to accessing these opportunities.
•Signposting customers to appropriate external support services, including interventions such as food banksand other community resources.
•Supporting customers to be ‘tenancy ready’ to enable successful move on.
•Supporting customers to be financially independent through budgeting plans and maximising income.
•Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcareprofessionals.
•Empowering customers to move towards self-management of their medication by following the medicationprocedure.
•Leading on support initiatives including Group Work.
•Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting onany significant risk, and escalating appropriately.
•Record and update clear, factual, accurate, strengths based customer information on the local orappropriate digital platform.Service Delivery:
•Facilitate the referral process into the service and assess potential new customers.
•Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support.
• Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
• Clean and prepare rooms as appropriate.
• Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
• Develop and maintain local partnerships to provide a holistic range of support for customers.
• Carry out day-to-day administration and operational dutiesOther Information
• You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours.
• You will be required to travel to different properties within the defined area as and when required.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc.
• Deliver your role in line with Riverside company values – “Our Riverside Way”.
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line ManagerPerson specification

Essential
• An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs.
• Experience of delivering structured support and risk management.
• Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude.
• Previous experience in positively resolving incidents.
• Demonstrate initiative and confidence to make and act on decisions.
• Competent administrative and IT skills (to be able to produce reports and other communications).Desirable
• Knowledge of Psychological or Trauma Informed approaches to support.
• Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results.
• Knowledge of current benefit systems.
• Experience of working in a care and support environment

Engagement & Communications Manager

Job Description

Job Title: Engagement and Communications Manager

Contract Type: Permanent

Salary: £50,000 Per annum

Working Hours: Full Time – 35 Hours 

Working Pattern: Monday to Friday - Hybrid

Location: Camden

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as an Engagement and Communications Manager

The Engagement and Communications Manager role is designed to support the directly employed property services teams carrying out repairs and maintenance. Riverside Property Services maintains over 25,000 properties across London, the Southeast and Home Counties. The directly employed teams carry out repairs and maintenance and this role is pivotal to support the development and implementation of our strategic approach to engagement and communication.

You will support the senior management and Leadership teams ensuring that Riverside Property Services is delivering a high quality, professional, customer-focused communication service to our internal and external stakeholders including customers. This is a unique role that has different engagement and communication responsibilities across various work streams. This post is to ensure the provision of effective communications strategy, reporting to the Commercial Director.

About you

We are looking for someone with (to be taken from essential criteria)

• Experience of managing a team within a corporate communications environment
• Previous experience working within in the housing industry (repair works experience is ideal).
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Ability to influence external stakeholders and internal customers

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside: 

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered

Role Profile

• Support the Senior Management and Leadership teams to proactively communicate with customers and colleagues relating to service delivery and reactive communications relating to service failure, incident management etc.
• Manage internal communication between teams including Riverside Group colleagues
• Assist with Members Enquiries and Stage 1 Complaints
• Responsible for external communication.
• Ensure residents and leaseholders remain updated as per agreed communication plans and strategy.
• Contribute to several internal and external strategic and cross-departments working groups, as required.
• Keep abreast of upcoming changes that might impact the organisation and customers, including outcomes of Housing Ombudsman reports.
• Pro-actively identify any areas of reputational risks and escalate those with the Head of External Affairs the Director of Strategy and Communications.
• Ensure good record keeping within the team for the purpose of resilience and to be able to provide evidence to support any complaint investigation.
• Monitor communications performance, develop individual targets and monitor performance to ensure that communications campaigns and letters are successful, with high engagement rates.
• Review the quality of customer responses and engagement provide feedback to colleagues and develop lessons learned to feed into assurance and governance reporting.
• Prepare high level and tailored written correspondence to residents and stakeholders.
• Adherence to GDPR and high-level data management.
• Escalate any serious incidents/issues as per company policy.

Key Tasks

• To lead and assist the Riverside Property Services Team, mentoring and coaching them to provide a high quality, customer-focused service to all stakeholders.
• To inspire and engage with all colleagues to create a working environment which influences effective wellbeing, performance and development.
• Ensuring team structures are resourced with competent colleagues to support delivery of best working practices.
• Champion a culture of promoting and supporting colleague wellbeing.
• Champion creating a culture of inclusion, diversity and equity where every colleague is able to bring their whole self to work.
• Support and enable colleagues within your team’s and the wider directorate to participate and fulfil their obligations in the Our Riverside Voice Forum.

Additional information:

• The job will involve a close working relationship with Senior Managers & Directors within Riverside. This role will be branch based at our Camden and Dartford offices.
• You will have the ability to lead and efficiently communicate to a wide range of stakeholders, including, but not limited to, service users, clients, Councillors, consultants, employees, colleagues, and trade union representatives.
• You will Gain appropriate sign off for expenditure and Identify cost effective service delivery options to reduce cost.
• You will Liaise with the Riverside Group and its agents, Riverside Property Services staff, operatives, sub-contractors, suppliers and customers.

Person specification

Knowledge, Skills and Experience

Essential

• Experience of managing a team within a corporate communications environment
• Previous experience working within in the housing industry (repair works experience is ideal).
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Ability to influence external stakeholders and internal customers.
• A proven track record of delivery in a demanding and fast paced environment. • Exhibit strong leadership and management skills.
• Ability to coach teams effectively and to empower and enable them to undertake their roles.
• Excellent attention to detail

Desirable

• Repairs and Commercial Awareness.
• Excellent communication and presentation skills.
• An analytical approach to work.
• High numeracy and problem-solving skills.
• Strong attention to detail.
• Ability to work as part of a team and build strong working relationships.

Competencies

• Team working.
• Communication skills.
• Organisational skills.
• Decision making and problem solving.
• Negotiating skills.
• People Management.
• Customer focus.

Senior Care Officer

Job Description

Job Title:  Senior Care Officer
Contract Type:  Permanent
Salary:  £29,635.83 per annum (£30551.56 is achieved after 18 months successful performance in the role)
Working Hours:  37.5 per week
Working Pattern:  9am-5pm shifts between Monday and Sunday working alternate weekends.  Flexibility is required to cover shifts as needed
Location: Harbour Place, Workington

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
Riverside are recruiting for our brand-new extra care development Harbour Place in Workington which offers independent living for people with care needs which is due to open in early January 2026.

The difference you will make as Senior Care Officer
You will work collaboratively to engage and empower the team to deliver an outstanding service with compassion and respect, putting customers first and treating them with dignity. You will be working with customers to live their best life and to maintain independence, supporting customers with a person-centered approach. 

About you
We are looking for someone with:
•    Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate, and deliver improvements.
•    Ability to use initiative and have confidence to make and act on decisions.
•    Awareness of CQC standards.

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be considered
 Role ProfileEngage a Team:

• Work with your team to create a safe environment where colleagues can talk openly and honestly
• Hold regular ‘supervision’ by observing activity of Care Assistants in customer homes, support individuals to achieve the best approach to person centered care for our customers
• Support and provide guidance to team members which could include coaching, mentoring or upskilling colleagues.
• Support in facilitating regular team meetings to update and encourage your team to share ideas and best practice
• Recognise and acknowledge the achievements of your colleagues and share this information with your managers who can reflect with colleagues in their 121’s
• Build effective partnerships with other colleagues across Riverside and participate in wider initiatives

Service Support:

• Support your managers to ensure the service is delivered in line with CQC and contractual requirements.
• To be a point of contact for customers and staff, where relevant.
• Promote and implement Care policies and procedures to ensure your team are effective and always delivering a safe service
• Support your manager to meet Riverside performance targets around KPIs
• Assist the Service Manager with rostering round rostering, to ensure all shifts are covered effectively
• Support the management of a robust medication procedure in line with national Safe Handling of Medication guidelines. This will include overseeing the safe and effective administration, storage and prompting of prescribed medication to customers.
• Support the service to ensure compliance with Health & Safety legislation and other regulatory obligations, assessing and reporting all risks to your line manager to ensure the correct control measures are put in place.
• Work alongside your team to make referrals to Social Services and Occupational Therapists ensuring safe standards of care to our customers.

Support Customers:

• Support your team through supervision to provide a person-centered service for customers in line with CQC and internal standards and if required, carry out the care to customers.
• Assess customers’ and potential customers’ care and support needs in consultation with relevant agencies.
• Work to meet the monthly KPIs and review care plans every 6 months in line with company policy.
• Monitor and evaluate customers’ welfare needs, maintain regular contact with customers as and when required and respond to emergency situations
• Involve and engage customers and take their views into account in the design and delivery of all aspects of the service.

Other Information:

• You will be required to work flexibly to meet customer and business needs, which may include out-of-hours working and alternate weekends.
• Undertake regular training and take responsibility for your own continuous development to enable you to deliver your role safely
• Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy & Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling, etc.
• Deliver your role in line with the Riverside company values – “Our Riverside Way”.
• Participate in team meetings and attend regular supervisions and reflective practice sessions.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your line manager.
  

Person specification Essential

• A resilient team player with a caring, empathic, supportive, and flexible, can-do attitude.
• Able to listen and communicate clearly, encourage feedback and reflection, empower, motivate, and deliver improvements.
• Competent IT skills
• Experience of working in a team and communicating positively with other people.
• Experience of being able to organize tasks and plan accordingly whilst dealing with people.
• Able to use initiative and have confidence to make and act on decisions.
• Awareness of CQC standards.

Desirable

Health & Social Care qualification or accredited equivalent and/or evidence of continuing professional development.

Support Worker

Job Description

Job Title:  Support WorkerContract Type: PermanentSalary: £26,549.63 (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: Shift pattern over 7 daysLocation: Britton House, BristolIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Support Worker
You will be working from one of our supported services providing support to our customers in a variety of ways.  For example, connecting them with employability coaches and other support agencies, helping them manage their money, signing up for benefits or to move on to a more permanent home.
It will be your job to help boost their confidence and support them on their journey as they rebuild their lives.  Through all of this you will need to keep records of everything, so there is some admin to do.  At times this role is tough, but most of the time it can be incredibly rewarding. You will need to be resilient, empathetic, and able to leave your work at work and not take it home with you.About you
We are looking for someone with:
•    Experience of working with vulnerable people
•    Experience of delivering structured support and risk management
•    To be a team player with a caring and empathetic nature with a resilient, can-do attitude, able to work as part of a team
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
•    Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone workingWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays (pro rata) *delete for Full Time
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be considered

Role ProfileSupporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
•    Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
•    Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
•    Engaging customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
•    Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’ to enable successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals
•    Empowering customers to move towards self-management of their medication by following the medication procedure
•    Leading on support initiatives including Group Work
•    Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
•    Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platformService Delivery:
•    Facilitate the referral process into the service and assess potential new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
•    Clean and prepare rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
•    Develop and maintain local partnerships to provide a holistic range of support for customer
•    Carry out day-to-day administration and operational duties
•    Other Information:
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    You will be required to travel to different properties within the defined area as and when required
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflecting practice sessions
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line ManagerPerson specificationEssential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs
•    Experience of delivering structured support and risk management
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude
•    Previous experience in positively resolving incidents
•    Demonstrate initiative and confidence to make and act on decisions
•    Competent administrative and IT skills (to be able to produce reports and other communications)Desirable
•    Knowledge of Psychological or Trauma Informed approaches to support
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
•    Knowledge of current benefit systems
•    Experience of working in a care and support environment

Support Worker

Job Description

Job Title: Support WorkerContract Type: PermanentSalary: £26,549.63 (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: Shift pattern over 7 daysLocation: Britton House, Bristol

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Support Worker
You will be working from one of our supported services providing support to our customers in a variety of ways.  For example, connecting them with employability coaches and other support agencies, helping them manage their money, signing up for benefits or to move on to a more permanent home.
It will be your job to help boost their confidence and support them on their journey as they rebuild their lives.  Through all of this you will need to keep records of everything, so there is some admin to do.  At times this role is tough, but most of the time it can be incredibly rewarding. You will need to be resilient, empathetic, and able to leave your work at work and not take it home with you.

About you
We are looking for someone with:
•    Experience of working with vulnerable people
•    Experience of delivering structured support and risk management
•    To be a team player with a caring and empathetic nature with a resilient, can-do attitude, able to work as part of a team
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
•    Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone working

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays (pro rata) *delete for Full Time
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered

Role ProfileSupporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
•    Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
•    Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
•    Engaging customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
•    Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’ to enable successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals
•    Empowering customers to move towards self-management of their medication by following the medication procedure
•    Leading on support initiatives including Group Work
•    Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
•    Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platform

Service Delivery:
•    Facilitate the referral process into the service and assess potential new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
•    Clean and prepare rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
•    Develop and maintain local partnerships to provide a holistic range of support for customer
•    Carry out day-to-day administration and operational duties
•    Other Information:
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    You will be required to travel to different properties within the defined area as and when required
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflecting practice sessions
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager

Person specificationEssential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs
•    Experience of delivering structured support and risk management
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude
•    Previous experience in positively resolving incidents
•    Demonstrate initiative and confidence to make and act on decisions
•    Competent administrative and IT skills (to be able to produce reports and other communications)

Desirable
•    Knowledge of Psychological or Trauma Informed approaches to support
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
•    Knowledge of current benefit systems
•    Experience of working in a care and support environment

Service Manager

Job Description

Job Title: Service ManagerContract Type: PermanentSalary: £35, 928.31 per annum (pro-rata) (£37,176.40 is achieved after 18 months successful performance in the role, pro-rata)Working Hours: Part-time 18.75 hours per weekWorking Pattern: Between Monday - Friday 8am - 6pm (Days To Be Confirmed)Location: Powerhouse, Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Service Manager
You will be working from one of our supported services providing motivational leadership to empower and engage your team to deliver an outstanding service that puts customers first with responsibility for the safe operational management of care and support services.

About you
We are looking for someone with:
•    Experience of managing a team within a supported housing environment with a vulnerable and diverse group of customers 
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
•    Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements
•    Have conflict resolution skills and be confident and consistent when making decisions
•    Experience of reviewing, monitoring and evaluating outcomes in the delivery of support services
•    Competent IT skills, including using databases, producing reports and other communications, and analysing key outcomes data to understand and drive service improvementsWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays (pro rata)
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole ProfileLeading and engaging a team:
•    Line manage a team and create a safe environment where colleagues can talk openly and honestly
•    Work together to set expectations and performance targets
•    Hold regular ‘one-to-one’ sessions to reflect on achievements, performance and support individual personal wellbeing
•    Undertake six monthly performance reviews to support and guide colleagues to fulfil their potential
•    Facilitate regular team meetings to update and empower your team to share ideas and best practice
•    Embrace reflective practice techniques so the team can learn from their experiences
•    Recognising, praising and acknowledging achievements of colleagues and team
•    Build effective partnerships with regional and other colleagues across Riverside, participating in wider initiativesLeading a service:
•    Manage the service as per contractual requirements, reviewing contract performance annually, to deliver excellent outcomes for customers
•    Meet Riverside performance targets
•    Participate in the setting and management of service budgets. Monitor spend by accessing the finance system and report budget variances to the budget holder
•    Resource, plan and deliver a colleague rota that covers all shifts effectively
•    Recruit great people for your team, sourcing and engaging relief or agency workers as and when required
•    Devise, plan and deliver a comprehensive induction and continuous development plans for all colleagues
•    Be responsible for cash handling, ordering goods, administration of monthly timesheets, raise and approve invoices through accurate record keeping
•    Produce reports and other written documentation as required to support contract delivery
•    Ensure compliance with Health and Safety legislation and other regulatory obligations, assessing risk, putting in control measures and reporting risks
•    Work with customers and colleagues to deliver the objectives within Riverside’s corporate plan
•    Actively build positive relationships with all key stakeholders by attending forums, tasks groups and networking events to promote and position Riverside as the preferred provider in the areaHousing and income management:
•    Manage and report responsive repairs and liaising with contractors
•    Monitor that welfare checks of customers rooms are being carried out
•    Working in partnership with asset and compliance colleagues to ensure our properties are safely managed
•    Manage empty properties, ensuring that they are referred to asset colleagues for void work and follow void procedure to ensure rooms are ready to let
•    Lead on hearing appeals, serving notice and ending of tenancies as per Riverside policy framework
•    Manage an effective housing allocation and referral pathway into the service, ensuring customers are able to access the service as quickly as possible
•    Manage the rental income for the service by ensuring the team collect rent payments from customers and manage any arrears to minimise any losses
•    Deliver a tenancy sustainment and advice service to customers, by maximising their income i.e. claiming correct benefits, ensuring that the team support customers to maintain their tenancy through effective budget managementSupporting customers:
•    Lead your team to provide a person centred, service for customers in line with our psychologically and trauma informed approach
•    Promote the highest levels of customer consultation, communication and partnership working in all aspects of service delivery
•    Work with your team to ensure customers are supported to achieve their ambitions and aspirations through creative support planning and a flexible approach
•    Continuously develop relationships and networks with a range of stakeholders, including housing providers to identify pathways to plan and deliver positive move-ons
•    Involve and engage customers in the design and delivery of all aspects of the service, including encouraging participation in internal audits
•    Work with your team to continuously identify and build relationships with community resources and promote multi-disciplinary working to enhance the service for customers
•    Guide your team to record customer information on Riverside and relevant local or external digital platforms, ensuring information is clear, accurate and strengths-based
•    Enable customers to move towards self-management of their medication through adherence to medication management procedures
•    Handle complaints and reports of anti-social behaviour transparently, ensuring customers are kept up-to-date with progress and a culture of continuous improvement is embeddedOther Information
•    You will be required to work flexibly to meet customer and business needs, which may include out-of-hour working and participating in an “on-call” rota
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflective practice sessions
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line ManagerPerson specificationEssential
•    Experience of working within a supported housing environment with a vulnerable and diverse group of customers. 
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results .
•    Be a team player with a caring, empathic, supportive and flexible with a resilient can-do attitude.
•    Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements.
•    Have conflict resolution skills and be confident and consistent when making decisions.
•    Experience of reviewing, monitoring and evaluating outcomes in the delivery of support services.
•    Competent IT skills, including using databases, producing reports and other communications, and analysing key outcomes data to understand and drive service improvements. Desirable
•    Experience of managing and developing a small team.
•    Financial experience or previous budgetary responsibility.
•    Previous experience of managing contracts, achieving KPIs, managing compliance.
•    Recognised formal care, support or housing qualification.
 

Support Worker

Job Description

Job Title: Support WorkerContract Type: PermanentSalary: £26,549.63 (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: Shift work over 7 daysLocation: Britton House, BristolIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Support Worker
You will be working from one of our supported services providing support to our customers in a variety of ways.  For example, connecting them with employability coaches and other support agencies, helping them manage their money, signing up for benefits or to move on to a more permanent home.
It will be your job to help boost their confidence and support them on their journey as they rebuild their lives.  Through all of this you will need to keep records of everything, so there is some admin to do.  At times this role is tough, but most of the time it can be incredibly rewarding. You will need to be resilient, empathetic, and able to leave your work at work and not take it home with you.About you
We are looking for someone with:
•    Experience of working with vulnerable people
•    Experience of delivering structured support and risk management
•    To be a team player with a caring and empathetic nature with a resilient, can-do attitude, able to work as part of a team
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
•    Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone workingWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays (pro rata) *delete for Full Time
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole ProfileSupporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
•    Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
•    Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
•    Engaging customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
•    Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’ to enable successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals
•    Empowering customers to move towards self-management of their medication by following the medication procedure
•    Leading on support initiatives including Group Work
•    Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
•    Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platformService Delivery:
•    Facilitate the referral process into the service and assess potential new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
•    Clean and prepare rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
•    Develop and maintain local partnerships to provide a holistic range of support for customer
•    Carry out day-to-day administration and operational duties
•    Other Information:
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    You will be required to travel to different properties within the defined area as and when required
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflecting practice sessions
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line ManagerPerson specificationEssential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs
•    Experience of delivering structured support and risk management
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude
•    Previous experience in positively resolving incidents
•    Demonstrate initiative and confidence to make and act on decisions
•    Competent administrative and IT skills (to be able to produce reports and other communications)Desirable
•    Knowledge of Psychological or Trauma Informed approaches to support
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
•    Knowledge of current benefit systems
•    Experience of working in a care and support environment

Assurance Officer

Job Description

Job Title: Assurance OfficerContract Type: Fixed Term Contract for 12 monthsSalary: £36,050.39 (£39,676.95 is achieved after 12 months of successful performance in the role)Working Hours: 35 Hours per weekWorking Pattern: Monday – Friday, HybridLocation: Speke, Estuary Boulevard, LiverpoolIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as an Assurance Officer
Deliver a quality, effective, Business Assurance service across the Customer Service Directorate. Carry out reviews of our policies, strategies, improvement plans and operational services and develop audit findings and improvement plans to obtain assurance that we are meeting legislative and regulatory requirements, and that services are meeting quality standards. Support teams to identify necessary actions and develop SMART improvement plans. Role model Our Riverside Way values and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments. Drive the continuous improvement of the customer experience, while relentlessly reducing waste and improving value for money.

About you
We are looking for someone with:
•    Demonstrable commitment to Our Riverside Way values. 
•    A strong customer focus with excellent communication and influencing skills and able to work at all levels of the business. 
•    Demonstrable experience of effectively managing internal and external stakeholders, supporting and motivating colleagues to identify opportunities for business improvements. 
•    Ability to write clear and concise reports for a variety of audiences.
•    Effective presentation skills to a variety of audiences.

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.  

Applications may close before the deadline, so please apply early to be considered.

Role Profile
•    Carry out reviews of policies, strategies, improvement plans and operational services, through the analysis of documentation, performance reporting, multiple data sets, system records (including complaints and CRM (Customer Relationship Management) cases, and through workshops and other engagement with colleagues, customers, and suppliers as appropriate. 
•    Support Snr Assurance officer provide a robust 2nd line and 3rd line of defence assurance linked to risk map.
•    Identify issues or areas for improvement during reviews and support teams to develop action plans to address these. 
•    Report the outcomes of reviews to stakeholders, including the Senior Business Assurance Manager, providing assurance that legislative and regulatory requirements are being met, services are meeting quality standards, or that improvement plans to address any issues are robust, SMART, and managed. 
•    Work collaboratively across the organization, building constructive relationships with colleagues to ensure openness and transparency, and maximizing the benefit of assurance reviews by working in partnership with teams rather than ‘assessing’ them. 
•    Maintain an up-to-date knowledge of legislation and regulation relevant to our services, and keep abreast of good practice and innovation, in the sector and beyond, seeking to raise standards within Riverside. 
•    Champion the customer and lead by example, role modelling Our Riverside Way values, to create a strong customer focused culture. Provide expert advice, support, and guidance to teams across the business about legislative and regulatory requirements and quality control of action plans to ensure that they are SMART, and effective arrangements are in place to ensure delivery. 
•    Contribute to the development and delivery of plans and strategies in line with corporate frameworks, such as Risk Registers, Business Continuity Plans, Service Improvement plans etc. 
•    Ensure compliance with Group requirements in Health & Safety, Safeguarding, Equality & Diversity, and Data Protection.
•    Work with Senior Standards Officer and Group Audit to identify and support delivery of program of audits.

Person specificationKnowledge, Skills and ExperienceEssential
•    Demonstrable commitment to Our Riverside Way values. 
•    A strong customer focus with excellent communication and influencing skills and able to work at all levels of the business. 
•    Demonstrable experience of effectively managing internal and external stakeholders, supporting and motivating colleagues to identify opportunities for business improvements. 
•    Ability to write clear and concise reports for a variety of audiences.
•    Effective presentation skills to a variety of audiences. 
•    Results driven with strong analytical skills, ability to manipulate complex data sets from multiple sources, and experience of providing meaningful insight and interpretation of management information. 
•    Knowledge and experience of quality assessment frameworks and techniques.
•    Demonstrable ability to take ownership of tasks, show initiative and propose solutions to issues identified. 
•    Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities. 
•    Excellent team player, with a proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same. 
•    Highly proficient in the use of Microsoft Office 365 with advanced Excel skills.Desirable
•    Up to date knowledge of legislation, regulations and standards relating to social housing
•    Knowledge of Social housing, building safety / compliance or health and safety regulatory requirements. 
•    Evidence of continued professional development.
•    Membership of a relevant professional organisation.
•    Relevant qualifications i.e. Internal audit, business assurance qualification or experience of undertaking business assurance role.

Leasehold and Tenancy Officer

Job Description

Job Title: Leasehold and Tenancy OfficerContract Type: Fixed Term Contract for 12 monthsSalary: £ 42,378.54 per annumWorking Hours: 35 Hours per week Working Pattern: Monday to Friday, HybridLocation: Arlington, LondonIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Leasehold and Tenancy Officer:
Provide a customer focused account management service to all Home Ownership customers (including market and intermediate rent properties) across the London region, ensuring the contractual obligations as defined in individual leases and tenancy agreements are conduct-ed in line with legislative requirements and compliance and Group standards. Manage the end-to-end residential lettings process for Home Ownership, including sourcing of suitable tenants, carrying out referencing and financial checks, preparing accurate and compliant tenancy agreements and completing end of tenancy and void activity. Ensure service charge financial activity is conducted effectively including budget planning, the service charge setting consultation process and reviews of scheme expenditure. Act as advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service. Manage Caretakers within a specified geographical region to ensure delivery of an effective service to Home Ownership customers on behalf of the group

About you:
We are looking for someone with:
•    Up to date knowledge of leasehold legislation, regulation and standards, including Section 20 requirements.
•    CIOH partial/fully qualified or equivalent qualification or experience.
•    Excellent attention to detail with the ability to work under pressure delivering to strict deadlines
•    Results driving with strong analytical skills, including the ability to critically analyze complex information and experience of providing meaningful management information.

Why Riverside?
Riverside is a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview

Applications may close before the deadline, so please apply early to be considered.

Role Profile:
•   Undertake the role of Account Manager for shared ownership, leasehold and assured short hold rent customers; including commercial properties (if required), advocating for the customer and ensuring services provided by the Group are delivered efficiently and in line with cost, quality and compliance standards.
•    Support the Group Compliance function to ensure our buildings are safe. Proactively engaging with customers to inform them of their role and provide customers with relevant information.
•    Lead, motivate and engage with site-based Caretakers (where applicable) to ensure the delivery of a high-quality service to support Home Ownerships strategy and objectives.
•    Maintain knowledge of leasehold legislation and technical aspects of all varieties of lease agreements to ensure escalated and complex queries are resolved effectively.
•    Take appropriate action to enforce the terms of the tenancy or lease, including resolution of low level anti-social behaviors and unauthorised sub-letting.
•    Accountable for maximising and increasing income collection, working in partnership with Shared Service colleagues to ensure good payment practices are established from start of tenure, supporting customers including signposting for advice and carrying out home visits during the arrears pursuance process.
•    Support with the co-ordination of court cases and First Tier Tribunals including providing the required information to support mediation and legal challenges for Home Ownership.
•    Decision maker for enforcement activity; County Court Judgement (CCJ), Repossession, Forfeiture, Eviction and Injunction applications, using customer and community insight to ensure appropriate decisions made on behalf of the Group. 
•    Represent the Group in Court for all cases brought against customers in your regional area, ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up to date with developments and outcomes.
•    Contribute to the setting of service charge budgets, providing first line support for customer queries. Facilitate customer/resident budget and year end meetings, as required.
•    Promote customer engagement, both formally and informally via residents groups, where established, to provide mechanisms for customers to provide feedback on services, promote involvement and provide influencing opportunities to support scheme improvements/customer perception with Home Ownerships business area. 
•    Deliver proactive contact with customers and follow up outstanding actions included within any customer satisfaction feedback analysis.
•    Form and maintain a close working relationship with your colleagues in maintenance, building safety, asset services and environmental teams to ensure strong links and collaborative approach in the management of service charges.
•    Manage customer complaints in line with the agreed process via the groups Complaint Dispute Resolution Team, ensuring effective resolution for our customers are met, within set timescales.
•    Support / manage the performance and development of your colleague/team, including the framework of estate and letting agents selected to source tenants on our behalf, providing expertise and coaching as required, ensuring a quality service is provided for customers and under performance is dealt with appropriately.
•    Assess applications made to Home Ownership either directly or via letting agent for any property that is offered for rent, carrying out financial appraisals and referencing to ensure that applicants satisfy the requirements of internal of governing body and relevant legislation. 
•    Lead on the sign up of new customers (within agreed relet KPIs), via the Digital Sign up process, inclusive of completing registration of any deposit prior to tenancy commencement with the Deposit Protection Scheme, together with arranging return of deposit and working with the tenant and Dispute Resolution Service for any disagreements and retentions. 
•    Arrange/undertake end of tenancy visits during the notice period to establish a schedule of works and repairs prior to next letting or hand over for the property to be sold, liaising with Asset Services Colleagues, including Void teams, to ensure any works are scheduled and carried out appropriately.

Additional Information:
•    The Group has offices across the UK and on this basis, there will be the requirement to travel to other locations to effectively perform this role. Occasionally there may be a requirement to work weekends and evenings which could involve an overnight stay.
•    The role will be exposed to sensitive information, therefore the role holder is expected to always maintain levels of confidentiality.
•    To fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
•    It is a requirement that the role holder holds a current, valid UK driving licence and access to a vehicle.
•    The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken
•    Manage internal and external stakeholders effectively, including senior colleagues and third parties, building constructive working relationships to ensure the delivery of the Group’s Home Ownership Strategy.
•    Accountable for regular reviews of the service, reviewing and analysing performance and customer feedback to ensure continuous improvement. Improvement opportunities identified and realised should be in accordance with change management protocols.
•    Work collaboratively with the Home Ownership leadership team to ensure effective delivery of the wider service.
•    Ensure that all information security requirements, including data protection, are met in accordance with the Group’s policy, procedures, and statutory requirements.
•    Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.Person specificationKnowledge, Skills and ExperienceEssential:
•    Up to date knowledge of leasehold legislation, regulation and standards, including Section 20 requirements.
•    CIOH partial/fully qualified or equivalent qualification or experience.
•    Excellent attention to detail with the ability to work under pressure delivering to strict deadlines
•    Results driving with strong analytical skills, including the ability to critically analyse complex information and experience of providing meaningful management information.
•    Customer focused with excellent communication skills both written and verbal with the confidence to interact with employees at all levels.
•    Ability to show initiative and propose solutions to issues identified.
•    Commercially aware and results focused with the ability to take ownership of tasks.
•    Excellent team player who can work flexibly to meet business requirements.
•    Effective stakeholder management, both internal and external to the organisation.
•    Ability to remain calm in a pressurized environment.

Support Worker

Job Description

Job Title:  Support WorkerContract Type: Fixed term up until 31/03/2026 Salary: £26,549.63 (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours: 37.5 hours per week, full time Working Pattern: 7 day rota including weekends and bank holidaysLocation: Eden Rural Foyer, Cumbria 
 

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
 

The difference you will make as a Support Worker
You will be working from one of our supported services providing support to our customers in a variety of ways.  For example, connecting them with employability coaches and other support agencies, helping them manage their money, signing up for benefits or to move on to a more permanent home.
It will be your job to help boost their confidence and support them on their journey as they rebuild their lives.  Through all of this you will need to keep records of everything, so there is some admin to do.  At times this role is tough, but most of the time it can be incredibly rewarding. You will need to be resilient, empathetic, and able to leave your work at work and not take it home with you.About you
We are looking for someone with:
•    Experience of working with vulnerable people
•    Experience of delivering structured support and risk management
•    To be a team player with a caring and empathetic nature with a resilient, can-do attitude, able to work as part of a team
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
•    Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone workingWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays (pro rata) *delete for Full Time
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to be considered

Role Profile
Supporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
•    Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
•    Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
•    Engaging customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
•    Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’ to enable successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals
•    Empowering customers to move towards self-management of their medication by following the medication procedure
•    Leading on support initiatives including Group Work
•    Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
•    Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platformService Delivery:
•    Facilitate the referral process into the service and assess potential new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
•    Clean and prepare rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
•    Develop and maintain local partnerships to provide a holistic range of support for customer
•    Carry out day-to-day administration and operational duties
•    Other Information:
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    You will be required to travel to different properties within the defined area as and when required
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflecting practice sessions
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager
 

Person specification

Essential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs
•    Experience of delivering structured support and risk management
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude
•    Previous experience in positively resolving incidents
•    Demonstrate initiative and confidence to make and act on decisions
•    Competent administrative and IT skills (to be able to produce reports and other communications)
 

Desirable
•    Knowledge of Psychological or Trauma Informed approaches to support
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
•    Knowledge of current benefit systems
•    Experience of working in a care and support environment
 

Relief Worker

Job Description

Job Title: Relief WorkerSalary: £13.17 per hourWorking Hours: As and when requiredLocation: Willow Brook, WashingtonIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Relief Worker
You will provide a high quality, customer-oriented service and understand that all actions should be customer-led.  Under the direction of the scheme manager and support team, you will assist in providing care and support to customers.  You will assist in maintaining and promoting the dignity of all individuals to improve their health and wellbeing in a safe and appropriate environment. About you
We are looking for someone with:
•    Experience of working with people from various backgrounds and sectors of society (this could be friends, family, professional experience, children) 
•    Compassion, patience, and empathy
•    A strong customer focus
•    Excellent communication skills both written and verbal
•    Flexibility to cover shifts, sometimes at short notice 
•    Approachable with a positive attitude 
•    Excellent team player who can work flexibly to meet business requirementsWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Role Profile
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to make positive choices, develop new ways of thinking and take steps towards independence, by: 
•    Assisting in the planning and delivery of a range of personalised support and move-on plans
•    Understanding the risk management process and assisting the team to organise and undertake regular reviews of support and risk
•    Inspiring and motivating customers to meet agreed outcomes and develop life skills 
•    Assisting customers with day-to-day support and tenancy-related matters
•    Assisting the team to identify and promote opportunities for employment, education and training and support customers to access them
•    Signposting customers to appropriate external support services, such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’, enabling successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals 
•    Empowering customers to move towards self-management of their medication by following Riverside’s medication procedure 
•    Maintaining and updating clear, accurate and strengths-based records on the appropriate digital platform
•    Assisting in the promotion of customer involvement and consultation
•    Assisting with the delivery of a range of group work sessionsDeliver a support service:
•    Support the delivery of the referral process for new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment, including reporting any repairs or health and safety concerns
•    Clean and prepare customer rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with the safety of the service
•    Ensure customer safety by following local safeguarding procedures, recognising, and acting on any risks and escalating appropriately
•    Contribute to and maintain local partnerships to ensure availability of a holistic range of support for customers
•    Carry out day-to-day administration and operational duties
•    Maintaining and updating financial administration systems including rent accounts, invoices, petty cash, and banking
•    Assist in collating and submitting information returns on funding, health & safety, and performance
•    Act as point of contact on the phone, reception, and deal with a range of enquiriesOther Information
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflecting practice sessions
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager

Person specificationEssential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs
•    Experience of working in a team and communicating positively with other people
•    Experience of being able to organise tasks and plan accordingly whilst dealing with people
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude.
•    Able to use initiative and have confidence to make decisions
•    Basic administrative and IT skills maintain recordsDesirable
•    Experience of working with vulnerable and diverse customer groups or individuals with complex needs
•    Personal lived experience of either homelessness, rough sleeping, mental health issues or substance misuse
 

Technical Inspector - Domestic Heating

Job Description

Job Title: Gas Inspector - Domestic HeatingContract Type: PermanentSalary: £47,000 per annumWorking Hours: 40 Hours per weekWorking Pattern: Monday - Friday, HybridLocation: Camden, London (or Dartford office)If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

Riverside Property Services manages the repairs and maintenance service to over 24,000 properties across London, the Southeast and Home Counties.
Riverside Property Services undertakes repairs, servicing, voids and planned maintenance work to our customers’ homes via our in-house team and a variety of contractors and service providers who are employed on our behalf.  This includes repairs to general needs, leasehold, market rent and our specialist Care and Support schemes.  Our work also includes statutory and regulatory compliance checks.

The difference you will make as a Gas Inspector - Domestic Heating
The Domestic Heating Technical Inspector is responsible for ensuring the highest levels of gas safety and compliance across Riverside’s housing stock. In this role, you will conduct technical inspections and compliance audits domestic gas heating, hot water (inc direct), associated electrics, and alternative technologies. You will inspect work undertaken by contractors, field domestic heating team, including gas engineers and associated trades. The primary purpose is to verify that all works meet statutory regulations and Riverside’s quality standards, safeguarding our residents and properties. You will be crucial in maintaining safety standards, ensuring that all works complies with GSUIR & Gas Safe standards, and we maintain 100% LGSR compliance.

About you
We are looking for someone with
•    Gas Safe Registration
•    ACS Qualifications - CCN1, CENWAT, CKR1, HTR1, CPA1, G3, Water Regs WRAS
•    Level 2 or 3 NVQ in Plumbing and Heating/BPEC or LCL equivalent
•    Unvented hot water G3, Water Regs WRAS, Part L
•    Proven experience in domestic gas maintenance, servicing, and repair work.Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.  

Applications may close before the deadline, so please apply early to be considered.

Role Profile Principal accountabilities:The difference you will make as a Property Services Gas Inspector - Domestic Heating :
Working as part of Riverside’s Property Services team, you will provide expert oversight of gas safety practices and drive continuous improvement. You will identify issues, recommend solutions, and support best practices in gas maintenance. By proactively monitoring compliance and quality, you help maintain 100% gas safety certification compliance and uphold Riverside’s commitment to safe, customer-focused housing services.
Your role will be essential in implementing robust quality control measures, ensuring that gas servicing, repairs, and installations are carried out effectively, meeting both regulatory requirements and customer expectations.
You will also work closely with internal and external stakeholders to enhance service performance and implement best practices across all gas-related works. Your ability to assess risks, manage priorities, and deliver exceptional service will directly contribute to Riverside’s commitment to providing safe, efficient, and customer-focused housing services.

Role Responsibilities
•    Ensure Gas Safety Compliance: Oversee and verify that all domestic gas servicing, repairs, and installations are carried out in line with the latest gas safety legislation, requirements and Riverside’s policies. 
•    Technical Quality Auditing: Plan and perform regular quality control audits and technical inspections on completed gas works. This includes checking on-site workmanship and reviewing gas safety records to ensure accuracy, completeness, and adherence to industry standards.
•    Contractor and Team Support: Monitor the performance of both in-house gas engineers and external contractors, ensuring they follow best practices and deliver safe, high-quality work. Provide feedback, coaching, or corrective action guidance when gas safety or quality standards are not met.
•    Reporting and Accountability: Document inspection findings and compliance issues in detailed reports. Use audit data to identify trends or recurring problems, and work with management to address these through process improvements or training.
•    Promoting Best Practice: Act as a technical expert in domestic gas compliance and safety within Riverside. Stay up-to-date with all relevant regulations and emerging best practices, and actively share this knowledge. Drive a culture of continuous improvement by recommending enhancements to gas maintenance programs, procedures, and contractor management to improve safety and efficiency.

Key Tasks
•    On occasions carry out inspection, testing and certification of gas installations.
•    Conduct on-site inspections of gas appliance servicing, installations, and repair works in tenants’ homes.
•    Audit landlord gas safety records and other certification/documentation for each completed job.
•    Perform random post-service and post-repair quality checks.
•    Produce clear, detailed audit reports listing any defects, safety non-compliances, or deviations from standards.
•    Liaise with gas contractors and Riverside’s domestic heating team, including engineers and associated trades to explain inspection findings and agree on remedial actions.
•    Track and monitor compliance performance and update management on compliance status.
•    Assist in reviewing and developing Riverside’s gas safety policies, procedures, and guidance documents.
•    Ensure compliance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022.
•    Support training and toolbox talks by providing technical guidance or briefings to engineers and contractors.
•    Collaborate with the Domestic Heating Manager on gas-related incident investigations or complaints.
•    Investigate and resolve complaints (both informal and formal) and expressions of dissatisfaction with the service. Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learned, share them with the senior management team and wider administrative team, review processes to avoid similar occurrences, and arrange additional training if required.
•    To protect Riverside’s liability for disrepair.
•    Regularly represent the service at residents' meetings
•    Post holder will be required to participate in out of hours rota for repairs and maintenance services on a regular basis.

Person specificationKnowledge, Skills and ExperienceEssential
•    Gas Safe Registration
•    ACS Qualifications - CCN1, CENWAT, CKR1, HTR1, CPA1, G3, Water Regs WRAS
•    Level 2 or 3 NVQ in Plumbing and Heating/BPEC or LCL equivalent
•    Unvented hot water G3, Water Regs WRAS, Part L
•    Proven experience in domestic gas maintenance, servicing, and repair work.
•    Strong knowledge of gas safety regulations and standards.
•    In-depth grounded understanding of the Gas Safety (Installation and Use) Regulations.
•    Excellent diagnostic and problem-solving skills.
•    Strong communication and interpersonal skills.
•    Good time management, planning and organisational skills
•    Proficient with IT systems (e.g., Microsoft Office, auditing software).
•    Full UK Driving License.

Desirable
•    Proven track record of gas safety management in a mixed economy DLO/contractor social housing context
•    Health and Safety qualifications IOSH/SMSTS/SSSTS
•    Commercial Gas Qualifications- COCN1,CODNCO1, CIGA1, ICPN1, TPCP1/TPCP1A
•    Essential Electrics or equivalent, Part P 
•    Microgeneration Certification Scheme (MCS) accreditation: Solar Thermal, Heat Pumps and CHP.
•    Level 4 Certificate in Gas Safety Management in Social Housing.
•    Professional Membership of a relevant industry body (e.g. IGEM).

Operational Lead

Job Description

Job Title: Customer Service Operational LeadContract Type: Permanent Salary: £67,060.00 per annum (£74,119.00 per annum is achieved after 12 months successful performance in the role)Working Hours:  35 Hours per weekWorking Pattern: Monday - Friday, HybridLocation: North Reg Hub, Carlisle If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside, we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Customer Service Operation Lead
The Customer Service Operation Lead will lead the operational delivery of our Liverpool centre, ensuring outstanding customer experiences across all channels. You’ll drive performance, transformation, and continuous improvement while managing budgets and fostering a culture of excellence and innovation. Collaborating across departments, you’ll design seamless customer journeys and empower teams to resolve issues effectively. Working closely with senior stakeholders, you’ll shape long-term plans to deliver service excellence, operational efficiency, and colleague engagement. iAbout you
We are looking for someone who can drive succession planning and talent development to build future capability whilst leading and inspiring a high-performing management team, fostering coaching and recognition. The ideal person will have proven experience in creating and leading high performance teams and having laser focus on key performance measures, coaching and management. You will have experience in championing engagement, well-being, and inclusion while guiding teams through change. Your analytical experience will support our requirements to use data insights to improve customer journeys and communicate goals clearly. Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.This role also falls under our Ethnic Diversity Guaranteed interview scheme. If you are Ethnically Diverse an demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.Applications may close before the deadline, so please apply early to be considered. Role Profile 
•    Lead the development and execution of operational strategies aligned with organisational goals and customer service ambitions.
•    Drive transformation programmes, including digital channel expansion, automation, and service redesign.
•    Represent the Contact Centre at strategic forums, contributing to process development and long-term planning.
•    Confidently leading on key projects for the Customer Service Centre and aligning across functional teams.
•    Lead on risk management, business continuity, and operational resilience planning.
•    Influence and support the strategy in line with the Target Operating Model; re-design of services, optimisation of business processes and supporting a 2-3 yr programme of change.
•    Own delivery of KPI’s across all channels, including satisfaction, resolution, quality, and compliance.
•    Oversee complex escalations and service recovery, ensuring resolution and learning.
•    Lead initiatives to reduce customer effort and improve end-to-end service journeys using customer feedback and insights.
•    Promote continuous improvement and best-in-class practices in the Contact Centre.
•    Collaborate with internal departments to streamline processes and drive efficiencies.
•    Developing and implementing operational strategies to improve customer satisfaction.
•    Ensure compliance with safeguarding, data protection, and housing regulations.
•    Work with Resource Planning to manage staffing and service levels in real time to support operational agility and high performance.
•    Lead on operational reporting, presenting performance trends, commentary and recommendations to Senior Leaders.
•    Use data to identify service gaps, customer friction points and opportunities for innovation. 
•    Champion the use of analytics platforms and CRM tools to enhance decision making and service delivery. 
•    Act as a senior point of contact for escalations and queries from the Executive Leadership Team in the absence of the Head of Contact Centre Operations.
•    Own and manage the operational budget for the Customer Contact Centre, ensuring cost-effective service delivery.
•    Evaluate cost-saving opportunities and efficiency improvements without compromising service quality.
•    Ensure financial decisions align with strategic priorities and deliver value for money.
•    Oversee succession planning and talent development to ensure leadership continuity and capability growth.
•    Lead and develop a high-performing management team, fostering a culture of coaching, feedback loops, and recognition.
•    Champion colleague engagement, well-being and inclusion across all sites.
•    Lead change management initiatives, ensuring teams are engaged and supported through transformation.
•    Communicating company goals and performance expectations to the team.
•    Ensure colleagues have the knowledge and tools to deliver the right outcomes.
•    Competent in utilising data to gain insight into inefficiencies within the customer journey.
•    Take a collaborative approach to decisions and changes for our people.
•    Coordinate with Learning & Development on mandatory training compliance.
•    Ensure colleagues have clear goals and development plans in place to support progression.
•    Be confident in delivering presentations and KPI results to Senior Leaders.Person specificationKnowledge, Skills and ExperienceEssential
•    A visionary outlook capable of driving our strategy forward
•    A leader who has high energy, can be bold and work in a fast-paced environment
•    Significant experience of Operational Management at a sizeable function level (100 FTE+)
•    Experience of leading and improving a Customer Service operational function
•    Excellent leadership, communication and conflict resolution skills
•    Evidence of leading and delivering transformation and business change
•    Evidence of managing senior stakeholders both internal and external
•    Knowledge of identifying service improvements as a result of feedback, service failures and complaints
•    Ability to analyse and present data for all levels of stakeholders
•    Strong skills in colleague management, adhering to people policies and procedures to encourage a high performing team
•    Excellent coaching and development skills at a Team Leader and Manager level
•    Experience of driving performance and making positive step change in results
•    Proficiency in CRM systems and Microsoft Office
•    A professional appearance and mannerDesirable
•    Experience leading a large multi-channel contact centre, preferably within social housing
•    Relevant qualifications in housing, customer service or management (e.g. CIH Level 4, NVQ, ILM)
 

Estate Services Operative

Job Description

Job Title: Estates Services OperativeContract Type: Permanent Salary: £26,283.24 per annumWorking Hours: 35 hours per weekWorking Pattern: Monday - FridayLocation: Millwall / London 

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The Difference you will make as an Estate Operative

You will attend various sites owned and managed by Riverside Housing to maintain and monitor communal spaces at these sites.

About you

We are looking for someone with

Knowledge of cleaning methods

Knowledge of cleaning tools and product selection

Knowledge and experience with powered equipment including hoovers and hand tools.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & generous pension

28 days holidays plus bank holidays

Flexible working options available

Investment in your learning, personal development and technology

A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

• Cleaning duties, including vacuuming, sweeping, dusting, mopping, litter picking and dog waste removal.
• Keeping car parks and bin sheds swept and tidy.
• Clearance of bulk waste from sites if not delegated to bulk waste team.
• Reporting of matters from site to management. these include health and safety concerns, and any issues affecting the interior and exterior maintenance of the site.
• Maintaining the good relationship with their residents and colleagues.
• Occasional cover for other staff members due to sickness holidays etc. this may include extra duties from time to time.
• Where trained and applicable, some weed control, sweeping, litter picking and general grounds maintenance duties.
• Patrol duties including checking for faulty street lamps and evidence of anti-social behaviour.
• Attending site and clearing bulk waste
• Attending site and clearing fly-tipped rubbish
• Skimming bin in case of missed collection

Person specification

Essential

• Knowledge of cleaning methods
• Knowledge of cleaning tools and product selection
• Knowledge and experience with powered equipment including hoovers and hand tools.
• Appropriate competency-based training and experience
• Knowledge and experience of correct use of ppe

Estates Services Operative

Job Description

Job Title: Estates Services OperativeContract Type: Permanent Salary: £26,283.24 per annumWorking Hours: 35 hours per weekWorking Pattern: Monday - FridayLocation: London / Hybrid 

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The Difference you will make as an Estate Operative

You will attend various sites owned and managed by Riverside Housing to maintain and monitor communal spaces at these sites.

About you

We are looking for someone with

Knowledge of cleaning methods

Knowledge of cleaning tools and product selection

Knowledge and experience with powered equipment including hoovers and hand tools.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & generous pension

28 days holidays plus bank holidays

Flexible working options available

Investment in your learning, personal development and technology

A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

• Cleaning duties, including vacuuming, sweeping, dusting, mopping, litter picking and dog waste removal.
• Keeping car parks and bin sheds swept and tidy.
• Clearance of bulk waste from sites if not delegated to bulk waste team.
• Reporting of matters from site to management. these include health and safety concerns, and any issues affecting the interior and exterior maintenance of the site.
• Maintaining the good relationship with their residents and colleagues.
• Occasional cover for other staff members due to sickness holidays etc. this may include extra duties from time to time.
• Where trained and applicable, some weed control, sweeping, litter picking and general grounds maintenance duties.
• Patrol duties including checking for faulty street lamps and evidence of anti-social behaviour.
• Attending site and clearing bulk waste
• Attending site and clearing fly-tipped rubbish
• Skimming bin in case of missed collection

Person specification

Essential

• Knowledge of cleaning methods
• Knowledge of cleaning tools and product selection
• Knowledge and experience with powered equipment including hoovers and hand tools.
• Appropriate competency-based training and experience
• Knowledge and experience of correct use of ppe

Support Assistant

Job Description

Job Title: Support AssistantContract Type: Fixed Term Contract until 09/05/2026Salary: £25,673.65 per annumWorking Hours: 37.5 hours per weekWorking Pattern: Monday to Friday, 9am – 5pmLocation: Wirral Dispersed/RSAP - Based in Rose Brae, Wirral
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Support Assistant
You will be key in the day-to-day running of one of our supported housing services. We don’t run care homes, so there’s no need to provide personal care. The priority in your role includes the safety and wellbeing of everyone in our accommodation, including our customers.
Working with people who have a range of needs, you could be doing any number of things. From supporting customers in conversations with calls from their GP, Social Services, or Benefits teams – to dealing with the emergency services including the Police and Ambulance, when the need arises.
You’ll log all incidents to make sure we have an accurate record of events. And when a customer leaves, you will clean and prepare their room, ready for the next occupant.About you
We are looking for someone with:
• Experience of working with people in a customer facing environment
• An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addictionWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
• Competitive pay & generous pension 
• 28 days holidays plus bank holidays (pro rata) *delete for Full Time
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole Profile
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to make positive choices, develop new ways of thinking and take steps towards independence, by: 
• Assisting in the planning and delivery of a range of personalised support and move-on plans
• Understanding the risk management process and assisting the team to organise and undertake regular reviews of support and risk
• Inspiring and motivating customers to meet agreed outcomes and develop life skills
• Assisting customers with day-to-day support and tenancy-related matters
• Assisting the team to identify and promote opportunities for employment, education and training and support customers to access them
• Signposting customers to appropriate external support services, such as food banks and other community resources
• Supporting customers to be ‘tenancy ready’, enabling successful move on
• Supporting customers to be financially independent through budgeting plans and maximising income
• Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals 
• Empowering customers to move towards self-management of their medication by following Riverside’s medication procedure
• Maintaining and updating clear, accurate and strengths-based records on the appropriate digital platform
• Assisting in the promotion of customer involvement and consultation
• Assisting with the delivery of a range of group work sessions

Deliver a support service:
• Support the delivery of the referral process for new customers
• Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
• Work with customers to maintain a safe environment, including reporting any repairs or health and safety concerns
• Clean and prepare customer rooms as appropriate
• Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with the safety of the service
• Ensure customer safety by following local safeguarding procedures, recognizing and acting on any risks and escalating appropriately
• Contribute to and maintain local partnerships to ensure availability of a holistic range of support for customers
• Carry out day-to-day administration and operational duties
• Maintaining and updating financial administration systems including rent accounts, invoices, petty cash and banking
• Assist in collating and submitting information returns on funding, health & safety and performance
• Act as point of contact on the phone, reception and deal with a range of enquiries

Other Information
• You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
• Use the Lone Worker system as and when necessary
• Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
• Deliver your role in line with Riverside company values – “Our Riverside Way”
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
• From time to time, you may be required to undertake additional duties and responsibilities in consultation with your Line Manager

Person SpecificationEssential
• Experience of working with vulnerable client groups
• Experience of delivering structured support in either housing or social care
• To demonstrate IT Skills to include a basic proficiency in Microsoft Office including Word and Excel as well as a willingness to learn specific IT systems used within Care and Support; and complete relevant IT training where required

Property Manager

Job Description

Job Title: Property Manager Contract Type: Permanent Salary: £33,840.44 (£37,346.14 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week, full time Working Pattern: Monday to Friday, hybrid Location: Yorkshire - this role covers all of Yorkshire and postholder can be based anywhere in Yorkshire
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Property Manager 
To act as the nominated Property Manager for a number of mixed tenure shared spaces within a designated geographical patch, including undertaking property inspections to identify and respond to defects, prioritising and ensuring actions are undertaken in a timely manner by removing hazards and ensuring any installed equipment is operational to ensure people are safe and the building is working effectively.  

About you
We are looking for someone with
•    Valid UK driving licence. 
•    Experience of successfully undertaking the role of Building Safety / Compliance Inspector, Property/Building Manager within a similar organisation. 
•    Effective stakeholder management, both internally and external to the organisation.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Role Profile 
•  Management of a number of properties within a designated geographical patch and provide operational support and cover to other colleagues across group portfolio.
•  Carry out a program of property inspections to identify defects, prioritise their action and ensure action is undertaken in an agreed / appropriate timescales), removing hazards and ensuring any installed equipment to protect people safety or the building is working correctly to a range of Group properties.
•  Undertake functional / operational safety checks to ensure installed equipment is in full working order to maintain compliance with risk and health and safety protocols.
•  Record outcomes of inspections and functional/operational checks, assess any hazards and determine the appropriate action and timescale to mitigate any risks.
•  A proactive approach to the management of repairs, This will include, reporting emergency repairs through customer service centre and Compliance Management Teams. Routine repairs will be recorded via the Total Mobile on site application which will need to be followed up accordingly where required.
•  Manage and track any Safety Escalations, this may include any out of service fire safety equipment, lifting equipment and Interference with Goods Act 1977 (TORT) items.
•  Responsible for ensuring work carried out on our properties are completed to an acceptable standard, (Cost & quality of the services), including communal repairs, grounds maintenance and communal cleaning and other service contracts to low-risk properties. 
•  Accompany Building Safety Managers (BSM’s) to customer engagement events to provide an overview of the performance of a given property and discuss any customer concerns.
•  Oversee planning and execution of day-to-day operations, maintenance and inspections of the properties in your patch.
•  Escalate any building safety risks/concerns to the Team Leader within set timescales, and using agreed reporting tools, to enable remedial action to be carried out to mitigate risks identified. 
•  Support completion of dynamic risk assessment of buildings to determine the appropriate risk level and frequency of inspection, including data & information collection.
•  Post inspect the quality of completed fire remedial works to buildings and provide brief reports, photographs and information to retain within digital records.

•  Maintain accurate records using appropriate systems, ensuring the integrity and quality of building safety inspection data, to enable regular analysis to be carried out and reporting to be completed as required, including progress against key performance indicators. 
•  Liaise with internal and external stakeholders and residents colleagues to resolve communal issues while delivering excellent customer service, ensuring high rates of satisfaction to minimise complaints and obtain a basic understanding of service charge budgets and explain these to customers.
•  Distribute customer communications and collect information on other asset services functions as and when required, to support Group objectives. 
•  Identify and communicate block access requirements and provide assistance, when necessary, to arrange access for compliance works to be carried out. Where access to individual flats is required for compliance works, liaising with customers/housing services will be required.
•  Follow agreed internal business processes, adhering to relevant regulatory, statutory and compliance frameworks to ensure effective inspections are carried out on behalf of the Group.  
•  Contribute to the continuous improvement of processes and procedures. 
•  Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service. 
•  Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements. 
•  Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
 

Person specification Knowledge, Skills and Experience

Essential

•  Valid UK driving licence. 
•  Experience of successfully undertaking the role of Building Safety / Compliance Inspector, Property/Building Manager within a similar organisation. 
•  Effective stakeholder management, both internally and external to the organisation. 
•  Proficient in the use of IT systems including MS Office and Outlook. 
•  Evidence of accurately reviewing, collating, and recording a variety of data for meaningful analysis. 
•  Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities. 
•  Excellent team player who can work flexibly to meet business requirements. Self-motivated and organised with the ability to plan & prioritise work against deadlines.
•  Excellent communication skills
•  Ability to use own initiative and judgement and to work collaboratively.
•  Currently hold or Willingness to complete level 3 Fire/nebosh Health and Safety /IRPM property management qualification or equivalent.

Desirable

•  Property management experience including managing blocks in mixed tenure environment 
•  Knowledge of Compliance Information and Communications Technology (ICT) systems including Housing Management Systems e.g., Open Housing management, C365, 
•  Promaster, and Capita software systems.
•  Experience of problem solving and implementing innovative solutions.

Customer Experience Committee Member

Job Description

Customer Experience Committee Member

Background

The Riverside Group Limited (TRGL) is looking to recruit someone who has the knowledge and experience set out in the person specification. The successful candidate will take up a place on the Committee for an initial three-year term with the possibility of a second three-year term.

About Riverside Governance

The TRGL Board is the senior governance body within Riverside and sets the mission, strategy, corporate and business plans and policy for the Group as well as overseeing performance against these.

The work of the Board is supported by seven committees. The powers of committees are delegated by the Board and set out in the Terms of Reference of the committees.

About Riverside

Riverside is a group of complementary businesses driven by a clear social purpose, with a not-for-profit charitable housing association at its core.

Established over 95 years ago, we remain driven by a deep sense of social purpose, providing a range of homes and wider support services for a diverse community of people across England and Scotland.

The Riverside Group is a sector-leading national housing association group:

• owning over 75,000 homes, putting us in the top ten English housing association groups by size.

• operating across a national footprint, with ‘weight’ in London, the North-West, the East Midlands, the East Coast and Scotland.

• being the nation’s largest housing association provider of supported housing.

• with secure financial foundations: £680 million annual turnover, £5.2 billion assets.

Our Corporate Plan for 2023-2026 entitled Forward Together, sets out our three-year strategy. The Plan follows our merger with One Housing Group and comes at a time of stronger regulation across our sector. There is an increased emphasis on consumer regulation through a refocused Regulator of Social Housing and a more muscular Housing Ombudsman, a new regime for building safety and the strengthening of the CQC and Ofsted regimes applying to some of our care and support services.

The key objectives under our Corporate Plan are:

• Warm and safe, decent homes

• Trusted customer services

• Support through the cost-of-living crisis

• Leadership in care and support

• New homes, better places.

We are currently developing a new Corporate Plan for 2026-2031.

The successful candidate joining the Committee will provide leadership and help to shape how Riverside delivers on those objectives, whilst also expanding their own skills and experiences.

About the Role

We are looking for a non-executive Committee Member to join our Customer Experience Committee.

As a Housing Association, it is essential that our governance community promote and champion Riverside’s values, vision and social purpose. Customers are at the heart of everything that we do, and Committee members must be committed to work in the best interests of our current and future residents and customers.

Terms and Conditions

The total time commitment is estimated at 7 days per year which includes four formal Committee meetings per year (variously in person nationwide, and via Microsoft Teams), members will be invited to join a Committee Strategy Day and Group Strategy Day once per year. This is a national role with most in person meetings in the Northwest and London as well as meeting on Teams.

Other activities include induction, appraisal and training/development activities and other ad-hoc meetings for urgent matters. The successful candidate will also be encouraged to visit Riverside schemes and services, which are organised by Riverside, to allow Board and Committee members to gain a better understanding of the activities of the Group.

The remuneration for the role of Committee member is £3,250 per annum.

The role of a Committee Member

Committee members will:

• Apply their skills, knowledge, and experience to actively contribute to the committee’s work in discharging its responsibilities as set out in the Terms of Reference for the committee.

• Support and constructively challenge the Group’s Executive Team and other officers.

• Attend functions, away days and other meetings as required from time to time.

• Undertake induction and appraisal activity in line with the Board’s agreed programme.

• Keep their knowledge and skills up to date, taking part in appropriate learning and development activities that aim to maintain and develop competence and improve performance.

• Promote and champion the organisation’s values.

• Establish and maintain constructive working relationships with non-executive colleagues, executives, and officers.

• Attend, prepare for and participate in Committee meetings.

• Comply with the Group’s Code of Conduct and the Committee Member Agreement for Services.

• Display passion, energy, and enthusiasm for the role and for Riverside’s vision and values.

• Be committed to working in the best interests of current and future residents.

• Be a strong leader with personal and professional credibility.

• Be confident in making independent and critical judgments and in facilitating debate to ensure risks and alternative courses of action are properly considered.

• Possess a high degree of probity and integrity.

• Work in a collaborative, open and engaging style.

• Be committed to accountability, transparency, and equality of opportunity.

• Be self-aware and open to feedback and personal development.

• Be able to commit the time necessary to undertake the role to a high standard.

  Key responsibilities of Committee Members

• Build and maintain effective and constructive working relationships with other members of the Committee, the Chief Executive, Executive Director (Customer Service/Care and Support Services) and other senior staff.

• Prepare adequately for meetings by reading and accessing all relevant papers and reports, seeking clarification from authors as required (preferably in advance of the meeting).

• Act as an ambassador and representative for the organisation, upholding the reputation of TRGL and its values, objectives and principles.

• Act in accordance with TRGL’s adopted Code of Governance and Code of Conduct for individuals.

• Apply personal expertise with due regard to both the business and social aspects of the business.

• Have awareness of, and keep up to date with, sector issues.

Personal behaviour and style for Committee Members

• Displays passion, energy and enthusiasm for the role and for Riverside’s vision and values.

• Is committed to working in the best interests of current and future residents and customers.

• Is a strong leader with personal and professional credibility.

• Skilled at developing and maintaining relationships with others.

• An assured influencer who is able to question and challenge with independence and integrity and who does not cross over the line of operational management.

• Pragmatic, with the maturity and sensitivity to analyse complex issues and deliver sound judgment.

• Possesses a high degree of probity and integrity.

• Works in a collaborative, open and engaging style.

• Is committed to accountability, transparency and equality of opportunity.

• Is self-aware and open to feedback and personal development.

• Can commit the time necessary to the role.

• Is able to generate new ideas and bring new perspectives.

• Be confident in making independent and critical judgements and in facilitating debate to ensure risks and alternative courses of action are properly considered.

• Keep their knowledge and skills up to date, taking part in appropriate learning and development activities that aim to maintain and develop competence and improve performance.

Person Specification for Committee Members

• Ability to manage key organisational risks in a complex environment and analyse large volumes of information to identify fundamental issues.

• An understanding, or willingness to develop knowledge, of governance and how committees operate and add value.

• An understanding, or willingness to develop knowledge, of how a Registered Social Housing Provider operates.

• Demonstrate a willingness to make recommendations to support business growth aspirations while protecting the fundamental core objectives of the charitable nature of Riverside.

• A strong awareness of and commitment to embedding equality and diversity principles.

• Non-Executive experience is preferred but not essential.

About the Customer Experience Committee

The purpose of the Committee is to support the Group Board and scrutinise delivery of social housing and home ownership customer service objectives. The Committee will carry out its duties in conjunction with the Customer Influence and Accountability Framework.

The Committee will focus on monitoring how well Riverside delivers on and complies with Regulatory compliance of the Consumer Standards for social housing and home ownership customers:

• Transparency Influence & Accountability– Being open with tenants, treating them with fairness and respect, so that tenants can access services, raise complaints when necessary, influence decision making and hold their landlord to account. This standard incorporates the Tenant Satisfaction Measure requirements.
• Tenancy- Letting homes in a fair, transparent and efficient way, as well as setting requirements for how tenancies are managed and ended by landlords.
• Neighbourhood and Community– Which requires the landlord to engage with other relevant parties so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes.

The role of the Riverside Customer Experience Committee is:

• Support the Board by closely monitoring and evaluating services provided by Social Housing and Home Ownership, offering advice and recommendations where needed.
• Ensure customer experiences are positive by overseeing service management, value for money, and risk management.
• Review and assess risk maps for Social Housing, Customer Services, and Riverside Home Ownership, providing feedback on risk management.
• Scrutinise the Group’s engagement with customers and communities, with attention to diversity and inclusion.
• Monitor the delivery of objectives from customer-focused strategies, particularly those relating to income, customer satisfaction, and customer safety.
• Review responses to any regulatory interventions concerning housing services, including corrective action plans.
• Evaluate the effectiveness of arrangements for gathering and using customer feedback to meaningfully influence decisions.
• Oversee the operation and performance of customer complaints policies and procedures.
• Oversee delivery and effectiveness of Neighbourhood Plans and approve Regional Plans.

Monitor progress against the Business Plan and Budget.

Person Specification for Customer Experience Committee Member

The successful applicant will have the following knowledge and experience

• We are particularly interested in hearing from candidates with a background in customer service from outside of the Housing Sector, ideally in a consumer focused (and regulated) sector, with experience in one or more of the following areas:

  • Customer experience/Voice of customer
  • Customer communications, digital and marketing
  • Equality, diversity and inclusion and vulnerability

If you have any queries please contact Jennifer.quayle@riverside.org.uk

Specialist Support Worker

Job Description

Job Title:  Specialist Support WorkerContract Type: Fixed term Contract for 12 monthsSalary: £30,302.64 per annum (£31,238.97 per annum is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: 7.5 hours/day, Monday to Friday. Exact times to be worked dependent on case work needs.Location: The Victoria Project, CambridgeIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Specialist Support Worker
You will work collaboratively as part of a team to deliver an outstanding service and a range of practical and emotional asset-based approaches to support.  With a real focus on customer engagement and co production within the service, you will link customers with external services to offer a comprehensive engagement offer tailored to their needs. The role will also include carrying a small caseload of our more complex customers ensuring high quality, asset-based support. About you
We are looking for someone with:
•    Recent experience of support work, risk management and managing caseloads and working with vulnerable and diverse customer groups
•    Experience of working in challenging environments with the ability to plan, prioritise and organise tasks to achieve resultsWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays 
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole Profile 
•    As the Specialist Support Worker you will support the Service Manager with planning within the service, this could include delegating case management, or supporting the service to run effectively
•    Actively connect, engage, influence, and develop relationships with a range of local services and stakeholders to enable customers to access the full range of community resources and regularly update colleagues about how to access external services
•    Attend networking events, other support services and forums promoting our Psychologically Informed Framework and Trauma Informed ways of working
•    Understand local pathways and services to ensure there is a consistent, asset-based support approach for all customers
•    Produce reports and other written documentation as required to support service delivery
•    Work as part of a multi-disciplinary team, safeguarding all our customers
•    Develop, co-ordinate and deliver a ‘group-based activities’ programme for the service
•    Share specialist knowledge with colleagues and wider teams to ensure both customers and services are supported in line with latest best practice
•    Follow health & safety and safeguarding policies and procedures to ensure the overall safety and security of all  customers
•    Keep accurate and timely records of specific activitiesSupporting colleagues
•    Support and provide guidance to team members around your specialism - this could include coaching, upskilling or mentoring other colleagues
•    Provide specialist advice for colleagues through structured guidance to meet targets in support planning, delivery, safeguarding, risk assessments or other interventions
•    Undertake initial and continuous assessment of needs, potential risks and goals and agree levels of support and actionsSupporting customers
We employ an asset-based approach including Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to take steps towards independence, you will be key in delivering this approach to customers
You will:
•    Lead on co-produced, bespoke customer support and move-on plans, involving all key stakeholders (e.g. family, other support providers)
•    Complete regular reviews of support and risk assessments for customers
•    Identify and promote opportunities for and support customers to gain appropriate access to relevant external support services
•    Ensure the safety of our customers by following local safeguarding procedures, recognising, and acting on any significant risks and escalating appropriately
•    Record and update clear, factual, accurate, strengths-based customer information on the appropriate digital platforms
•    Be reactive to support needs as they arise and be able to take the lead on working in a multi-disciplinary wayOther Information
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    You will be required to travel to different properties within the defined area as and when required
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with the Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflective practice sessions
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line ManagerPerson SpecificationEssential
•    Recent experience of support work, risk management and managing caseloads and working with vulnerable and diverse customer groups
•    Experience of working in challenging environments with the ability to plan, prioritise and organise tasks to achieve results
•    Experience of building effective relationships with customers and stakeholders
•    Knowledge and proven continuous personal development of working with vulnerable adults utilising “specialist knowledge”
•    Be a team player with a caring, empathic, supportive, flexible and resilient ‘can-do’ attitude
•    Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate, and gain improvements
•    Have conflict resolution skills and be confident and consistent when making decisions
•    Experience of reviewing, monitoring, and evaluating outcomes in the delivery of support services
•    Competent IT skills, including using databases, producing reports and other communications and analysing key outcomes data to understand and drive service improvementsDesirable 
•    Experience of coaching, training or mentoring techniques
•    A recognised, recent, formal care, support, or housing qualification
•    Experience of reflective practice and identifying best practices and sharing information to upskill individuals

Homes Committee Member

Job Description

Committee Member for Homes Committee

Background

The Riverside Group Limited (TRGL) is looking to recruit someone who has the knowledge and experience set out in the person specification. The successful candidate will take up a place on the Committee for an initial three-year term with the possibility of a second three-year term.

About Riverside Governance

The TRGL Board is the senior governance body within Riverside and sets the mission, strategy, corporate and business plans and policy for the Group as well as overseeing performance against these.

The work of the Board is supported by seven committees. The powers of committees are delegated by the Board and set out in the Terms of Reference of the committees.

About Riverside

Riverside is a group of complementary businesses driven by a clear social purpose, with a not-for-profit charitable housing association at its core.

Established over 95 years ago, we remain driven by a deep sense of social purpose, providing a range of homes and wider support services for a diverse community of people across England and Scotland.

The Riverside Group is a sector-leading national housing association group:

• owning over 75,000 homes, putting us in the top ten English housing association groups by size.

• operating across a national footprint, with ‘weight’ in London, the North-West, the East Midlands, the East Coast and Scotland.

• being the nation’s largest housing association provider of supported housing.

• with secure financial foundations: £680 million annual turnover, £5.2 billion assets.

Our Corporate Plan for 2023-2026 entitled Forward Together, sets out our three-year strategy. The Plan follows our merger with One Housing Group and comes at a time of stronger regulation across our sector. There is an increased emphasis on consumer regulation through a refocused Regulator of Social Housing and a more muscular Housing Ombudsman, a new regime for building safety and the strengthening of the CQC and Ofsted regimes applying to some of our care and support services.

The key objectives under our Corporate Plan are:

• Warm and safe, decent homes

• Trusted customer services

• Support through the cost-of-living crisis

• Leadership in care and support

• New homes, better places.

We are currently developing a new Corporate Plan for 2026-2031.

The successful candidate joining the Committee will provide leadership and help to shape how Riverside delivers on those objectives, whilst also expanding their own skills and experiences.

About the Role

We are looking for a non-executive Committee Member to join our Homes Committee. As a Housing Association, it is essential that our governance community promote and champion Riverside’s values, vision and social purpose. Customers are at the heart of everything that we do, and Committee members must be committed to work in the best interests of our current and future residents and customers.

Terms and Conditions

The total time commitment is estimated at 7 days per year which includes four formal Committee meetings per year (variously in person nationwide, and via Microsoft Teams), members will be invited to join a Committee Strategy Day and Group Strategy Day once per year. This is a national role with most in person meetings in the North West and London as well as meeting on Teams.

Other activities include induction, appraisal and training/development activities and other ad-hoc meetings for urgent matters. The successful candidate will also be encouraged to visit Riverside schemes and services, which are organised by Riverside, to allow Board and Committee members to gain a better understanding of the activities of the Group.

The remuneration for the role of Committee member is £3,250 per annum.

The role of a Committee Member

Committee members will:

• Apply their skills, knowledge, and experience to actively contribute to the committee’s work in discharging its responsibilities as set out in the Terms of Reference for the committee.

• Support and constructively challenge the Group’s Executive Team and other officers.

• Attend functions, away days and other meetings as required from time to time.

• Undertake induction and appraisal activity in line with the Board’s agreed programme.

• Keep their knowledge and skills up to date, taking part in appropriate learning and development activities that aim to maintain and develop competence and improve performance.

• Promote and champion the organisation’s values.

• Establish and maintain constructive working relationships with non-executive colleagues, executives, and officers.

• Attend, prepare for and participate in Committee meetings.

• Comply with the Group’s Code of Conduct and the Committee Member Agreement for Services.

• Display passion, energy, and enthusiasm for the role and for Riverside’s vision and values.

• Be committed to working in the best interests of current and future residents.

• Be a strong leader with personal and professional credibility.

• Be confident in making independent and critical judgments and in facilitating debate to ensure risks and alternative courses of action are properly considered.

• Possess a high degree of probity and integrity.

• Work in a collaborative, open and engaging style.

• Be committed to accountability, transparency, and equality of opportunity.

• Be self-aware and open to feedback and personal development.

• Be able to commit the time necessary to undertake the role to a high standard.

Key responsibilities of Committee Members

• Build and maintain effective and constructive working relationships with other members of the Committee, the Chief Executive, Executive Director (Customer Service/Care and Support Services) and other senior staff.

• Prepare adequately for meetings by reading and accessing all relevant papers and reports, seeking clarification from authors as required (preferably in advance of the meeting).

• Act as an ambassador and representative for the organisation, upholding the reputation of TRGL and its values, objectives and principles.

• Act in accordance with TRGL’s adopted Code of Governance and Code of Conduct for individuals.

• Apply personal expertise with due regard to both the business and social aspects of the business.

• Have awareness of, and keep up to date with, sector issues.

Personal behaviour and style for Committee Members

• Displays passion, energy and enthusiasm for the role and for Riverside’s vision and values.

• Is committed to working in the best interests of current and future residents and customers.

• Is a strong leader with personal and professional credibility.

• Skilled at developing and maintaining relationships with others.

• An assured influencer who is able to question and challenge with independence and integrity and who does not cross over the line of operational management.

• Pragmatic, with the maturity and sensitivity to analyse complex issues and deliver sound judgment.

• Possesses a high degree of probity and integrity.

• Works in a collaborative, open and engaging style.

• Is committed to accountability, transparency and equality of opportunity.

• Is self-aware and open to feedback and personal development.

• Can commit the time necessary to the role.

• Is able to generate new ideas and bring new perspectives.

• Be confident in making independent and critical judgements and in facilitating debate to ensure risks and alternative courses of action are properly considered.

• Keep their knowledge and skills up to date, taking part in appropriate learning and development activities that aim to maintain and develop competence and improve performance.

Person Specification for Committee Members

• Ability to manage key organisational risks in a complex environment and analyse large volumes of information to identify fundamental issues.

• An understanding, or willingness to develop knowledge, of governance and how committees operate and add value.

• An understanding, or willingness to develop knowledge, of how a Registered Social Housing Provider operates.

• Demonstrate a willingness to make recommendations to support business growth aspirations while protecting the fundamental core objectives of the charitable nature of Riverside.

• A strong awareness of and commitment to embedding equality and diversity principles.

• Non-Executive experience is preferred but not essential.

If you require any further information please contact Jennifer.quayle@riverside.org.uk

Care & Support Committee Member

Job Description

Committee Member for Care & Support

Background

The Riverside Group Limited (TRGL) is looking to recruit someone who has the knowledge and experience set out in the person specification. The successful candidates will take up a place on the Committee for an initial three-year term with the possibility of a second three-year term.

About Riverside Governance 

The TRGL Board is the senior governance body within Riverside and sets the mission, strategy, corporate and business plans and policy for the Group as well as overseeing performance against these.

The work of the Board is supported by seven committees. The powers of committees are delegated by the Board and set out in the Terms of Reference of the committees.

About Riverside

Riverside is a group of complementary businesses driven by a clear social purpose, with a not-for-profit charitable housing association at its core.

Established over 95 years ago, we remain driven by a deep sense of social purpose, providing a range of homes and wider support services for a diverse community of people across England and Scotland.

The Riverside Group is a sector-leading national housing association group:

• owning over 75,000 homes, putting us in the top ten English housing association groups by size.

• operating across a national footprint, with ‘weight’ in London, the North-West, the East Midlands, the East Coast and Scotland.

• being the nation’s largest housing association provider of supported housing.

• with secure financial foundations: £680 million annual turnover, £5.2 billion assets.

Our Corporate Plan for 2023-2026 entitled Forward Together, sets out our three-year strategy. The Plan follows our merger with One Housing Group and comes at a time of stronger regulation across our sector. There is an increased emphasis on consumer regulation through a refocused Regulator of Social Housing and a more muscular Housing Ombudsman, a new regime for building safety and the strengthening of the CQC and Ofsted regimes applying to some of our care and support services.

The key objectives under our Corporate Plan are:

• Warm and safe, decent homes

• Trusted customer services

• Support through the cost-of-living crisis

• Leadership in care and support

• New homes, better places.

We are currently developing a new Corporate Plan for 2026-2031.

The successful candidate joining the Committee will provide leadership and help to shape how Riverside delivers on those objectives, whilst also expanding their own skills and experiences.

About the role

We are looking for a non-executive Committee Member to join our Care & Support Committee.

As a Housing Association, it is essential that our governance community promote and champion Riverside’s values, vision and social purpose. Customers are at the heart of everything that we do, and Committee members must be committed to work in the best interests of our current and future residents and customers.

Terms and Conditions

The total time commitment is estimated at 7 days per year which includes four formal Committee meetings per year (variously in person nationwide, and via Microsoft Teams), members will be invited to join a Committee Strategy Day and Group Strategy Day once per year. This is a National role with most in person meetings in the North West and London as well as meetings on Teams.

Other activities include induction, appraisal and training/development activities and other ad-hoc meetings for urgent matters. The successful candidate will also be encouraged to visit Riverside schemes and services, which are organised by Riverside, to allow Board and Committee members to gain a better understanding of the activities of the Group.

The remuneration for the role of Committee member is £3,250 per annum.

The role of a Committee Member

Committee members will:

• Apply their skills, knowledge, and experience to actively contribute to the committee’s work in discharging its responsibilities as set out in the Terms of Reference for the committee.

• Support and constructively challenge the Group’s Executive Team and other officers.

• Attend functions, away days and other meetings as required from time to time.

• Undertake induction and appraisal activity in line with the Board’s agreed programme.

• Keep their knowledge and skills up to date, taking part in appropriate learning and development activities that aim to maintain and develop competence and improve performance.

• Promote and champion the organisation’s values.

• Establish and maintain constructive working relationships with non-executive colleagues, executives, and officers.

• Attend, prepare for and participate in Committee meetings.

• Comply with the Group’s Code of Conduct and the Committee Member Agreement for Services.

• Display passion, energy, and enthusiasm for the role and for Riverside’s vision and values.

• Be committed to working in the best interests of current and future residents.

• Be a strong leader with personal and professional credibility.

• Be confident in making independent and critical judgments and in facilitating debate to ensure risks and alternative courses of action are properly considered.

• Possess a high degree of probity and integrity.

• Work in a collaborative, open and engaging style.

• Be committed to accountability, transparency, and equality of opportunity.

• Be self-aware and open to feedback and personal development.

• Be able to commit the time necessary to undertake the role to a high standard.

Key responsibilities for Committee Members

• Build and maintain effective and constructive working relationships with other members of the Committee, the Chief Executive, Executive Director (Customer Service/Care and Support Services) and other senior staff.

• Prepare adequately for meetings by reading and accessing all relevant papers and reports, seeking clarification from authors as required (preferably in advance of the meeting).

• Act as an ambassador and representative for the organisation, upholding the reputation of TRGL and its values, objectives and principles.

• Act in accordance with TRGL’s adopted Code of Governance and Code of Conduct for individuals.

• Apply personal expertise with due regard to both the business and social aspects of the business.

• Have awareness of, and keep up to date with, sector issues.

Personal behaviour and style for Committee Members

• Displays passion, energy and enthusiasm for the role and for Riverside’s vision and values.

• Is committed to working in the best interests of current and future residents and customers.

• Is a strong leader with personal and professional credibility.

• Skilled at developing and maintaining relationships with others.

• An assured influencer who is able to question and challenge with independence and integrity and who does not cross over the line of operational management.

• Pragmatic, with the maturity and sensitivity to analyse complex issues and deliver sound judgment.

• Possesses a high degree of probity and integrity.

• Works in a collaborative, open and engaging style.

• Is committed to accountability, transparency and equality of opportunity.

• Is self-aware and open to feedback and personal development.

• Can commit the time necessary to the role.

• Is able to generate new ideas and bring new perspectives.

• Be confident in making independent and critical judgements and in facilitating debate to ensure risks and alternative courses of action are properly considered.

• Keep their knowledge and skills up to date, taking part in appropriate learning and development activities that aim to maintain and develop competence and improve performance.

Person Specification for Committee Members

• Ability to manage key organisational risks in a complex environment and analyse large volumes of information to identify fundamental issues.

• An understanding, or willingness to develop knowledge, of governance and how committees operate and add value.

• An understanding, or willingness to develop knowledge, of how a Registered Social Housing Provider operates.

• Demonstrate a willingness to make recommendations to support business growth aspirations while protecting the fundamental core objectives of the charitable nature of Riverside.

• A strong awareness of and commitment to embedding equality and diversity principles.

• Non-Executive experience is preferred but not essential.

About the Care & Support Committee

The purpose of the Committee is to support the Group Board and monitor performance and scrutinise delivery of Care and Support customer service objectives.

The Committee will focus on monitoring how well Riverside delivers on and complies with the Regulator’s Consumer Standards for Care and Support customers, except for the Safety and Quality Standard which will be monitored by the Homes Committee:

• Transparency, Influence and Accountability– Being open with tenants, treating them with fairness and respect, so that tenants can access services, raise complaints when necessary, influence decision making and hold their landlord to account. This standard incorporates the Tenant Satisfaction Measure requirements.
• Tenancy– Letting homes in a fair, transparent and efficient way.
• Neighbourhood and Community(around Care & Support Schemes and Services) – Keeping the wider area clean and safe, promoting wellbeing and tackling anti-social behaviour.

The role of the Committee is to support the Group Board and monitor performance and scrutinise delivery of Care and Support customer service objectives through:

• Consideration of the customers’ experience of services and ensuring that services are well managed, deliver value for money, and appropriately manage risk.

• Considering, agreeing and reviewing the suite of indicators used to monitor performance.

• Overseeing of performance and customer experience of all Care and Support services.

• Monitoring and scrutinising delivery of the Business Plan and Budget.

• Ensuring comprehensive customer feedback is received around quality and nature of services and that this meaningfully influences relevant decision making.

• Reviewing the Care and Support Risk Map and ensure appropriate scrutiny is undertaken of those risks which are within the remit of the Committee and provide feedback on the completeness and prioritisation of risk.

• Considering and approving policies in accordance with the Group Policy Framework.

• Recommendations as to content of the Corporate Plan as it relates to the delivery of Care and Support services.

Person Specification for Care & Support Committee member

The successful applicant will have the following knowledge and experience

• We are particularly interested in hearing from candidates with Customer focused experience (essential) in one or more of the following areas:

  • support services

  • care services

  • customer involvement

  • equality, diversity and inclusion

• Finance or commercial experience (desirable)

• Understanding of customer service and consumer regulations.

If you require any further information please contact Jennifer.quayle@riverside.org.uk

Project Assistant

Job Description

Job Title: Project AssistantContract Type: PermanentSalary: £25,673.65 per annumWorking Hours: 37.5 Hours per weekWorking Pattern: Mix of Early, Mid and Late Shifts between 07:15 and 22:15 and long days on 1 in 3 weekendsLocation: Jamaica Street Project, BristolIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Project Assistant
You will be key in the day-to-day running of one of our supported housing services. We don’t run care homes, so there’s no need to provide personal care. The priority in your role includes the safety and wellbeing of everyone in our accommodation, including our customers.
Working with people who have a range of needs, you could be doing any number of things. From supporting customers in conversations with calls from their GP, Social Services, or Benefits teams – to dealing with the emergency services including the Police and Ambulance, when the need arises.
You’ll log all incidents to make sure we have an accurate record of events. And when a customer leaves, you will clean and prepare their room, ready for the next occupant.About you
We are looking for someone with:
•    Experience of working with people in a customer facing environment
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addictionWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays 
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole Profile
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to make positive choices, develop new ways of thinking and take steps towards independence, by: 
•    Assisting in the planning and delivery of a range of personalised support and move-on plans
•    Understanding the risk management process and assisting the team to organise and undertake regular reviews of support and risk
•    Inspiring and motivating customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Assisting the team to identify and promote opportunities for employment, education and training and support customers to access them
•    Signposting customers to appropriate external support services, such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’, enabling successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals 
•    Empowering customers to move towards self-management of their medication by following Riverside’s medication procedure
•    Maintaining and updating clear, accurate and strengths-based records on the appropriate digital platform
•    Assisting in the promotion of customer involvement and consultation
•    Assisting with the delivery of a range of group work sessionsDeliver a support service:
•    Support the delivery of the referral process for new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment, including reporting any repairs or health and safety concerns
•    Clean and prepare customer rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with the safety of the service
•    Ensure customer safety by following local safeguarding procedures, recognizing and acting on any risks and escalating appropriately
•    Contribute to and maintain local partnerships to ensure availability of a holistic range of support for customers
•    Carry out day-to-day administration and operational duties
•    Maintaining and updating financial administration systems including rent accounts, invoices, petty cash and banking
•    Assist in collating and submitting information returns on funding, health & safety and performance
•    Act as point of contact on the phone, reception and deal with a range of enquiriesOther Information
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflecting practice sessions.
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time, you may be required to undertake additional duties and responsibilities in consultation with your Line ManagerPerson SpecificationEssential
•    Experience of working with vulnerable client groups
•    Experience of delivering structured support in either housing or social care
•    To demonstrate IT Skills to include a basic proficiency in Microsoft Office including Word and Excel as well as a willingness to learn specific IT systems used within Care and Support; and complete relevant IT training where required
 

Support Officer (Waking Nights)

Job Description

Job Title: Support Officer (Waking Nights) Contract Type: PermanentSalary: £28,505.08 per annumWorking Hours: 37.5 Hours per weekWorking Pattern: Night Rota, Including Weekends Location: Maygrove Road, Camden

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Support Officer
We believe in providing care and support to our clients that will enable them to make informed decisions about their life that will increase their sense of wellbeing: this might be greater independence, better coping strategies or a richer network and sense of self achievement. You will be working from one of our supported services providing support to our customers in a variety of ways.

Some of your responsibilities will include:

• Carry out assessment to identify and prioritize needs

• Use SMART goal planning to provide needs led holistic support

• Create an environment that promotes opportunities for customers to develop, learn and enable skills towards independence

• Provide a comprehensive support planning service to customers in line with the department’s policies, procedures, and approach

• Ensure customers are fully informed of their rights and responsibilities regarding the service and are enabled and empowered to get involved in the running of the service through consultation and participation

• Set up and maintain customer files and ensure that accurate and up to date records are kept of support provided to customers in accordance with HCS policies

About you
We are looking for someone who believes in working together as part of a team, who shares our values and who is committed to achieving positive outcomes for all of our customers.

We are looking for someone with:

• Experience of working with vulnerable people with a range of needs in a support ca-pacity

• A genuine passion for working with people and be able to travel

• Good communication skills and the ability to engage with and respect the needs of vulnerable people

• Excellent team working skills with a creative flair and ability to think outside of the box

• Housing sector knowledge including housing benefit applications

• Strong IT and social media skills to manage and maintain administration and recording systems

Why Riverside?
One Housing Group is now part of Riverside. At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension

• 28 days holidays plus bank holidays

• Flexible working options available

• Investment in your learning, personal development and technology

• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile
Supporting Customers:

We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:

• Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate

• Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances

• Engaging customers to meet agreed outcomes and develop life skills

• Assisting customers with day-to-day support and tenancy-related matters

• Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities

• Signposting customers to appropriate external support services, including interventions such as food banks and other community resources

• Supporting customers to be ‘tenancy ready’ to enable successful move on

• Supporting customers to be financially independent through budgeting plans and maximising income

• Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals

• Empowering customers to move towards self-management of their medication by following the medication procedure

• Leading on support initiatives including Group Work

• Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately

• Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platform

Service Delivery:

• Facilitate the referral process into the service and assess potential new customers

• Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support

• Work with customers to maintain a safe environment by reporting repairs and health and safety concerns

• Clean and prepare rooms as appropriate

• Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service

• Develop and maintain local partnerships to provide a holistic range of support for customer

• Carry out day-to-day administration and operational duties

• Other Information:

• You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours

• You will be required to travel to different properties within the defined area as and when required

• Use the Lone Worker system as and when necessary

• Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc

• Deliver your role in line with Riverside company values – “Our Riverside Way”

• Participate in team meetings, attend regular supervisions and reflecting practice sessions

• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely

• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager

Person specification Essential

• An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs

• Experience of delivering structured support and risk management

• Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude

• Previous experience in positively resolving incidents

• Demonstrate initiative and confidence to make and act on decisions

• Competent administrative and IT skills (to be able to produce reports and other communications)

Desirable

• Knowledge of Psychological or Trauma Informed approaches to support

• Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results

• Knowledge of current benefit systems

• Experience of working in a care and support environment

Casual - Support Officer

Camden, Camden, United Kingdom

Job Description

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Casual Support Officer

We believe in providing care and support to our clients that will enable them to make informed decisions about their life that will increase their sense of wellbeing: this might be greater independence, better coping strategies or a richer network and sense of self achievement. You will be working from one of our supported services providing support to our customers in a variety of ways.  

Some of your responsibilities will include:

• Carry out assessment to identify and prioritize needs
• Use SMART goal planning to provide needs led holistic support
• Create an environment that promotes opportunities for customers to develop, learn and enable skills towards independence
• Provide a comprehensive support planning service to customers in line with the department’s policies, procedures, and approach
• Ensure customers are fully informed of their rights and responsibilities regarding the service and are enabled and empowered to get involved in the running of the service through consultation and participation
• Set up and maintain customer files and ensure that accurate and up to date records are kept of support provided to customers in accordance with HCS policies

About You

We are looking for someone who believes in working together as part of a team, who shares our values and who is committed to achieving positive outcomes for all of our customers.

We are looking for someone with:

• Experience of working with vulnerable people with a range of needs in a support capacity
• Good communication skills and the ability to engage with and respect the needs of vulnerable people
• Excellent team working skills
• Housing sector knowledge
• Strong IT skills to manage and maintain administration and recording systems
• Excellent team player who can work flexibly to meet business requirements
• Flexibility to cover shifts, sometimes at short notice

Why Riverside?

One Housing Group is now part of Riverside.  At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Cleaner

Job Description

Job Title: CleanerContract Type: PermanentSalary: £23,969.40 Per AnnumWorking Hours: 35 hours per weekWorking Pattern: Monday to Friday, 7am-3pmLocation: West Bromwich, Birmingham
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as Cleaner
To provide an effective and customer focused cleaning services within the PFI contract and to be responsible for the provision of an effective and customer focussed cleaning service.

About you
We are looking for someone with:
• Full UK Driver’s License.
• Experience of working within Social Housing.
• Basic IT Skills.

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
• Competitive pay & generous pension 
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be considered

Role ProfileCommunal Services:
• To provide a communal cleaning service.
• To provide a communal caretaking service as cover if required.
• Ensure all bin areas are cleaned and disinfected on a weekly basis.
• To keep all external areas clean and tidy.
• Assist with refuse collection and clearance of fly-tipping if required.
• To clean the Neighbourhood office.
• To clean the community bungalow.

Housing Services:
• To assist in providing a sensitive and caring housing management service.
• To attend to minor and emergency cleaning situations.
• Provide basic cleaning services to low-level aids and adaptations (ramps and rails).
• To monitor tenants who may be experiencing difficulties, the Cleaner should keep the Housing Officer informed of tenant problems so that the necessary support and advice can be given.
• Assist with letter delivery and gaining access to properties for appointments as required.

Other Information
• To work within the boundaries of Health & Safety.
• To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery.
• It must be understood that every employee has a responsibility to ensure that their work complies with all statutory requirements and with Standing Orders and Financial Regulations of Riverside Housing, and to ensure that all work functions are undertaken in accordance with health and safety legislation, codes of practice, and Riverside Housing safety plan.

Person specification Knowledge, Skills and Experience

Essential
•    Full UK Driver’s License
•    Experience of working within Social Housing.
•    Basic IT Skills.
•    Experience of providing a cleaning serviceDesirable
•    Experience of gardening.
•    Experience of working with tenants in the social housing sector. 
•    Understanding Health and Safety in communal areas within social housing.
•    Experience in basic maintenance. 

People Systems and Data Advisor

Job Description

Job Title: People System & Data Advisor Contract Type: Permanent Salary: £42,703.83 (£47,142.97 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week, full time Working Pattern: Monday to Friday, hybrid Location: Liverpool, Speke, Estuary Boulevard If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a People System & Data Advisor 
To develop and deliver the People Systems and Data frameworks, ensuring system performance standards, compliance, maintenance, user administration and governance of People Services Systems. Maximising systems capability, enhancements, integrations, and system reporting tools to deliver timely interventions and insights to the end-to-end system processes, always maintaining accuracy and integrity of people data and outputs across the Group.

About you
We are looking for someone with
•  Demonstrates Our Riverside Way and ways of working
•  Knowledge of managing and monitoring systems & data structures ensuring governance and control frameworks support data compliance and system performance
•  Comprehensive working knowledge of HCM systems, including HR, Payroll, Recruitment and Learning and development systems, utilising wider oracle networks to share and deliver best practice

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
•  Competitive pay & generous pension 
•  28 days holidays plus bank holidays
•  Flexible working options available
•  Investment in your learning, personal development and technology
•  A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered. Role Profile 
•  Support the development, delivery, and monitoring of the People Systems and data frameworks, assessing, reporting, and monitoring service performance, identifying trends and systems developments to improve the end-to-end People Services processes

• Collaborating with Heads of Functions, understanding desired goals and support continuous improvement and change initiatives, monitoring plans and resources to achieve design and delivery targets while maintaining process control and compliance

• Lead system design changes, analysing existing systems and processes, providing detailed findings, recommendations, and solutions for improvements to key business stakeholders

• Map and documents key system processes and integrations between systems, monitoring all scheduled jobs across our PS system portfolio and modules

• Deliver cyclical systems processes and activity across the employee life cycle including the launch of the performance reviews, mandatory learning, benefits, legislative review process such as start and end of year payroll processes

• Responsible for managing People Service master data and any bulk uploads, designing and utilising tools to assure quality assurance of data changes, analysing and reporting on data discrepancies across all modules

• Lead the People Services teams and work closely with Oracle squad to design, configure, implement, and test the development of any new system functionality, patches, and upgrades to existing systems, ensuring test packs have right coverage, are fully reviewed to ensure smooth running of services with minimum impact to front facing operational practice and customers

• Responsible for enhancing and increase self service capability through the system development and the provision of regular coaching and guidance of policies, processes, and systems to all users

• Support the design and control requirements, maximising systems reporting and self-service capability, to ensure all managers have ease of access to a defined set of data requirements delivering a seamless customer experience

•  Ensure the integrity and quality of people data including data structures, identifying, and addressing data quality issues to ensure data integrity standards are adhered to effectively
•  Design and Deliver system dashboards enabling real-time access to people insights, supporting the delivery of the People Strategy

• Creation and delivery of cyclical and legislative reporting of people metrics, ensuring quality, accuracy, and timeliness to enable effective business visibility and reporting

• Build and maintain the Group establishment data ensuring the hierarchy, posts and data accuracy and effective integration and interface with identified People Services and downstream systems

• Lead and contribute to local and Group and People Services projects to enhance service performance and customer satisfaction, ensuring deliverables meet service delivery plans e.g., pay review, terms & conditions review, new oracle module, elements etc

• Provide data and systems expertise to colleagues across the Group, including developing and maintaining systems collateral including user guidance and providing coaching, support and training as required to deliver operational excellence.

Adhere to People Services plans including the Risk and Business Continuity Plan, ensuring plans are followed in line with required standards

• Maintain knowledge of data management and systems developments and opportunities, to continually develop competence in the role and contribute to the planning process and future decision making

• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service

• Ensure that all information security requirements, including data protection, are met in accordance with the Group’s policy, procedures, and statutory requirements

• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures, and statutory requirements

Person specification Knowledge, Skills and Experience

Essential

•  Demonstrates Our Riverside Way and ways of working
•  Knowledge of managing and monitoring systems & data structures ensuring governance and control frameworks support data compliance and system performance
•  Comprehensive working knowledge of HCM systems, including HR, Payroll, Recruitment and Learning and development systems, utilising wider oracle networks to share and deliver best practice
•  Advanced level of technical IT capability including Excel and other MS Office packages
•  Commercially aware and results focused with the ability to take ownership of tasks
•  Excellent collaborator who can work flexibly around core operational working hours to meet customer and business requirements
•  Understanding of the principles of data structures, integrity, and data quality in delivering end to end people services processes effectively
•  Understanding and experience of delivering IT enabled solutions to improve efficiency and effectiveness
•  Excellent attention to detail with the ability to work under pressure delivering to strict deadlines and managing conflicting priorities
•  Results driven with strong analytical skills, including the ability to critically analyse large data sets, complex information, and system structures
•  Passionate about putting the customer first, with excellent communication skills both written and verbal and the confidence to interact with employees at all levels 
•  Ability to show initiative and propose system and data solutions to issues identifiedDesirable

•  Project, Process or System change management practitioner qualification
•  CIPD qualified or equivalent
•  Understanding of social housing sector and the challenges it faces
•  Evidence of continued professional development

Electrical Compliance Officer

Job Description

Job Title: Electrical Compliance OfficerContract Type: PermanentSalary: £49,136.93 per annumWorking Hours: 35 Hours per weekWorking Pattern: Monday - Friday, HybridLocation: Camden, LondonIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
Riverside Property Services manages the repairs and maintenance service to over 24,000 properties across London, the Southeast and Home Counties.

Riverside Property Services undertakes repairs, servicing, voids and planned maintenance work to our customers’ homes via our in-house team and a variety of contractors and service providers who are employed on our behalf. This includes repairs to general needs, leasehold, market rent and our specialist Care and Support schemes. Our work also includes statutory and regulatory compliance checks.

The difference you will make as a Electrical Compliance Officer
To audit and assess the quality, compliance, and safety of electrical works carried out by both in-house electricians and external contractors, ensuring full compliance with BS 7671 Wiring Regulations, Electricity at Work Regulations 1989, and Riverside’s internal policies. The role covers the full cross-section of building services electrical systems, including but not limited to domestic and communal electrical installations, emergency lighting, fixed wiring, portable appliance testing (PAT), electrical heating systems, direct hot water cylinders, and compliance inspections (EICRs). Additionally, the role involves collaborating with external third-party auditors to drive continuous improvement and maintain industry-leading safety and compliance standards, while specifically protecting and maintaining the DLO’s NICEIC registration.

About you
We are looking for someone with
•    Fully qualified electrician with experience in compliance auditing.
•    NICEIC Registration Electrical Qualifying Supervisor eligibility
•    City and Guilds 2391 – Inspection and Testing, or equivalent
•    Level 3 NVQ in Electrotechnical Services or equivalent
•    City and Guilds 2382-22 (or equivalent) BS 7671 (Latest Edition)

Why Riverside?
One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview. 

Applications may close before the deadline, so please apply early to be considered.

Role ProfilePrincipal accountabilities:
The difference you will make as a Electrical Compliance Officer:
• Ensure all electrical installations, repairs, and compliance inspections meet statutory, regulatory, and Riverside’s quality standards.
• Conduct compliance audits across the domestic and communal electrical teams, covering all building services electrical systems, including associated trades.
• Audit and verify the work of both Riverside’s Direct Labour Organisation (DLO) electricians and external contractors.
• Act as the primary liaison for third-party auditors, supporting independent audits and ensuring findings are implemented.
• Identify non-compliance issues and safety risks, working with teams to implement and track corrective actions.
• Support the contract management team in assessing contractor performance and ensuring service level agreements (SLAs) are met.
• Provide training and technical guidance to electricians and contractors to improve work quality and compliance.
• Maintain detailed audit reports and compliance records, identifying trends and driving continuous improvement.
• Protect Riverside’s DLO’s NICEIC registration by ensuring compliance with all necessary regulatory standards and implementing corrective actions as required.Role Responsibilities1. Auditing & Compliance
• Conduct audits on the installation, maintenance, and servicing of:
• Domestic and communal electrical systems
• Fixed wiring and consumer unit installations
• Emergency lighting systems
• Portable appliance testing (PAT)
• Electrical heating systems (including storage heaters, electric boilers, and direct hot water cylinders)
• Electrical compliance testing and inspection (EICRs and periodic inspections)
• Other building services electrical systems as required
• Verify compliance with:
• BS 7671: Requirements for Electrical Installations (Wiring Regulations)
• Electricity at Work Regulations 1989
• Health & Safety at Work Act 1974
• IET Code of Practice for Electrical Safety Management
• Riverside’s policies and procedures
• Conduct audits of EICRs and compliance documentation, ensuring accuracy and regulatory adherence.
• Identify and escalate deficiencies, risks, and potential safety concerns to senior management and contractors.
• Work proactively to protect the DLO’s NICEIC registration, ensuring all regulatory requirements are met.2. Working with External Third-Party Auditors
• Act as a main point of contact for third-party electrical safety auditors.
• Assist in preparing documentation and compliance reports for external audits.
• Work alongside external auditors to validate compliance levels and implement their recommendations.
• Facilitate on-site inspections and provide access to necessary records and reports.
• Review external audit findings and implement corrective actions in collaboration with internal teams and contractors.
• Ensure corrective actions are taken promptly to avoid any negative impact on Riverside’s NICEIC registration.3. Contractor Management & Compliance Audits
• Conduct performance audits of external electrical contractors, ensuring compliance with BS 7671 and regulatory requirements.
• Assess contractor adherence to NICEIC accreditation standards and Riverside’s quality standards.
• Provide feedback to procurement and contract management teams on contractor performance risks.
• Monitor contractor compliance KPIs and support decision-making on contract renewals and service agreements.4. Training & Support
• Deliver technical training sessions and toolbox talks on compliance, safety, and best practices.
• Provide real-time feedback to electricians and contractors following audits and inspections.
• Ensure engineers and associated trades are kept up to date with regulatory changes in electrical safety and compliance.
• Support NICEIC and external regulatory inspections and ensure compliance documentation is up to date.5. Reporting & Continuous Improvement
• Maintain comprehensive audit records, compliance reports, and contractor performance reviews.
• Identify trends, gaps, and areas for improvement in Riverside’s compliance framework.
• Contribute to the development of gas, heating, HIU, Heat Store, and water system policies and procedures to align with best practices.
• Work collaboratively with Riverside’s Property Services, Compliance, and Asset Management teams to enhance safety standards.
• Ensure ongoing compliance to safeguard Riverside’s DLO’s NICEIC registration, including implementing improvements where necessary.

Key Tasks
•    On occasions carry out inspection, testing and certification of gas installations.
•    Conduct site visits and inspections of completed electrical works.
•    Review EICRs, PAT testing records, emergency lighting logs, and direct hot water cylinder maintenance records.
•    Investigate electrical complaints and incidents, ensuring remedial actions are taken.
•    Support contractor review meetings and performance monitoring.
•    Facilitate third-party audits, implementing recommendations from external compliance reports.
•    Prepare detailed audit reports, summarising findings, risks, and corrective actions.
•    Collaborate with colleagues on gas-related incident investigations or complaints.
•    Investigate and resolve complaints (both informal and formal) and expressions of dissatisfaction with the service. Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learned, share them with the senior management team and wider administrative team, review processes to avoid similar occurrences, and arrange additional training if required.
•    Ensure compliance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022.
•    Post holder will be required to participate in out of hours rota for repairs and maintenance services on a regular basis.

Person specificationKnowledge, Skills and ExperienceEssential•    Fully qualified electrician with experience in compliance auditing.
•    NICEIC Registration Electrical Qualifying Supervisor eligibility
•    City and Guilds 2391 – Inspection and Testing, or equivalent
•    Level 3 NVQ in Electrotechnical Services or equivalent
•    City and Guilds 2382-22 (or equivalent) BS 7671 (Latest Edition) 
•    Part P
•    Experience auditing and managing compliance for a full cross-section of building services electrical systems, including EICRs, emergency lighting, PAT testing, electrical heating systems, and direct hot water cylinders.
•    Strong grounded knowledge of:
o    BS 7671 Wiring Regulations
o    Electricity at Work Regulations 1989
o    IET Code of Practice for Electrical Safety Management
o    Health & Safety at Work Act 1974
•    Experience in contractor performance audits and compliance assessments.
•    Strong technical report writing and analytical skills for documenting audit findings.
•    Ability to liaise with third-party auditors and regulatory bodies (e.g., NICEIC).
•    Understanding of NICEIC requirements and the need to maintain Riverside’s NICEIC registration.
•    Excellent diagnostic and problem-solving skills.
•    Strong communication and interpersonal skills.
•    Good time management, planning and organisational skills
•    Proficient with IT systems (e.g., Microsoft Office, auditing software).
•    Full UK Driving License.

Desirable
•    Experience working in social housing, DLO operations, or compliance management for multi-trade teams.
•    NICEIC-approved status or experience working with accredited compliance schemes.
•    Knowledge of compliance management software and audit tracking systems.
•    Experience delivering technical training and best practice workshops.
•    Awareness of CDM regulations and building compliance frameworks.
•    Health and Safety qualifications IOSH/SMSTS/SSSTS
•    Microgeneration Certification Scheme (MCS) accreditation: Solar PV, Battery Storage, Wind Turbines and CHP.
•    Level 4 Certificate in Electrical Safety Management in Social Housing.
•    Professional Membership of a relevant industry body (e.g. IET).

Support Worker

Job Description

Job Title:  Support WorkerContract Type: PermanentSalary: £26,549.63 per annum (£27,722.51 per annum is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: Monday - Friday 9am - 5pmLocation: Swindon Young People, SwindonIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Support Worker
You will be working from one of our supported services providing support to our customers in a variety of ways.  For example, connecting them with employability coaches and other support agencies, helping them manage their money, signing up for benefits or to move on to a more permanent home.
It will be your job to help boost their confidence and support them on their journey as they rebuild their lives.  Through all of this you will need to keep records of everything, so there is some admin to do.  At times this role is tough, but most of the time it can be incredibly rewarding. You will need to be resilient, empathetic, and able to leave your work at work and not take it home with you.About you
We are looking for someone with:
•    Experience of working with vulnerable people
•    Experience of delivering structured support and risk management
•    To be a team player with a caring and empathetic nature with a resilient, can-do attitude, able to work as part of a team
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
•    Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone workingWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole ProfileSupporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
•    Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
•    Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
•    Engaging customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
•    Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’ to enable successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals
•    Empowering customers to move towards self-management of their medication by following the medication procedure
•    Leading on support initiatives including Group Work
•    Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
•    Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platformService Delivery:
•    Facilitate the referral process into the service and assess potential new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
•    Clean and prepare rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
•    Develop and maintain local partnerships to provide a holistic range of support for customer
•    Carry out day-to-day administration and operational dutiesOther Information:
•    You will be required to work flexible hours to meet customer and business needs, which may not include normal office hours
•    You will be required to travel to different properties within the defined area as and when required
•    Use the Lone Worker system as and when necessary
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
•    Deliver your role in line with Riverside company values – “Our Riverside Way”
•    Participate in team meetings, attend regular supervisions and reflecting practice sessions
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
•    From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line ManagerPerson specificationEssential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs
•    Experience of delivering structured support and risk management
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude
•    Previous experience in positively resolving incidents
•    Demonstrate initiative and confidence to make and act on decisions
•    Competent administrative and IT skills (to be able to produce reports and other communications)Desirable
•    Knowledge of Psychological or Trauma Informed approaches to support
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
•    Knowledge of current benefit systems
•    Experience of working in a care and support environment
 

Customer Service Advisor

Job Description

Job Title: Customer Service AdvisorContract Type: Permanent Salary: £26,840.68 Per Annum (£29,499.27  Per Annum is achieved after 12 months successful performance in the role) Working Hours: 35 hours per weekLocation: CarlisleWorking Pattern:  Rotation pattern between 7am – 10:15pm

Start date early February

Why Riverside? 
At Riverside, we share a passion and a vision to enhance the everyday lives of our customers. To achieve our vision, we’ve been improving the way we work and how we deliver our services so that we always put our customers first. 
Our people are at the heart of everything we do, and our values underpin our decisions, processes and services that we deliver. We are looking for like-minded people to join us on our journey to deliver exceptional customer service to our Riverside families. 
If this sounds like you and the values that you embrace, then read on to find out more about our Customer Service Advisor role.  

A Day in the Life •    Provide support to our customers with care and trust across phone, email and digital platforms (inbound and outbound) 
•    Think on your feet to solve a problem ensuring the best possible outcome for our tenants 
•    Work in collaboration with other internal and external teams to provide effective outcomes 
•    Have the confidence to handle challenging calls including customer dissatisfaction and complaints 
•    Accurately recording and maintaining customer records on our CRM system 
•    Build relations with our customers to identify any vulnerabilities or support needs to ensure an inclusive service to all is offered 
•    Have a good working knowledge of our policies and procedures 
•    Liaising with other areas of the wider business to ensure speedy resolutions 
•    Be a trusted point of contact for providing advice on things such as account and affordability, minor repairs issues in the home and identifying when a person 
needs help 
•    Be flexible to business changes, tasks and processes and being adaptable to your workload

What You’ll Need
•    Enthusiasm and passion bringing energy to the role 
•    You’re a “people person” and know that there is an art to engaging positively with our customers whilst working on the right resolution for them 
•    Display confidence on the phone in speaking to strangers and getting to grips with their query 
•    The ability to problem-solve with a positive and proactive approach 
•    Ability to move between media channels and support other areas as and when required 
•    Positive mindset to want to help change the lives of our customers 
•    Confidence to put forward your ideas and suggest new ways of working 
•    You’ve got the right attitude - you take pride in your work, understand the importance of being on time and are committed to helping us drive our Contact Centre forward! 
•    Excellent verbal and written communication skills along with the ability to effectively listen and empathise with our customers 
•    Computer and IT literate to navigate multiple systems and software applications What We Will Offer You 
•    Brilliant culture where everyone is valued and included creating a fun, working environment, a place where collaborative working is welcomed 
•    Competitive Pay and Generous Pension 
•    28 Days Holiday plus Bank Holidays 
•    Investment in your learning and development 
•    Riverside Rewards to help with the cost of living with great deals at some big name brands such as Specsavers, Tui, Halfords, M & S, Sainsbury’s 
•    Extensive induction programme to set you up for success 
•    Opportunities for growth, development and career advancement 
•    Opportunities to give back to the community and take part in volunteering days and charity events 
•    Annual Star awards to reward and recognise the fantastic contributions of our people 
•    Modern office space with private parking 
•    Free hot drinks 

Are you ready to make a difference? 
If you're ready to take on a rewarding role where you can make a difference, apply via our careers site and upload your CV and a Cover Letter explaining why you're the perfect fit for this position. We look forward to welcoming you to the Riverside Housing Association family! 

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Apply today and join us in enhancing the everyday lives of our customers! 

Recruitment Process
Two stage process to include Group Assessment Centre followed by Competency Based Interview for successful candidates. 

Customer Service Advisor

Job Description

Job Title: Customer Service AdvisorContract Type: Permanent Salary: £26,840.68 Per Annum (£29,499.27  Per Annum is achieved after 12 months successful performance in the role) Working Hours: 35 hours per weekLocation: LiverpoolWorking Pattern:  Rotation pattern between 7am – 10:15pm

Start date early February

Why Riverside? 
At Riverside, we share a passion and a vision to enhance the everyday lives of our customers. To achieve our vision, we’ve been improving the way we work and how we deliver our services so that we always put our customers first. 
Our people are at the heart of everything we do, and our values underpin our decisions, processes and services that we deliver. We are looking for like-minded people to join us on our journey to deliver exceptional customer service to our Riverside families. 
If this sounds like you and the values that you embrace, then read on to find out more about our Customer Service Advisor role.  

A Day in the Life •    Provide support to our customers with care and trust across phone, email and digital platforms (inbound and outbound) 
•    Think on your feet to solve a problem ensuring the best possible outcome for our tenants 
•    Work in collaboration with other internal and external teams to provide effective outcomes 
•    Have the confidence to handle challenging calls including customer dissatisfaction and complaints 
•    Accurately recording and maintaining customer records on our CRM system 
•    Build relations with our customers to identify any vulnerabilities or support needs to ensure an inclusive service to all is offered 
•    Have a good working knowledge of our policies and procedures 
•    Liaising with other areas of the wider business to ensure speedy resolutions 
•    Be a trusted point of contact for providing advice on things such as account and affordability, minor repairs issues in the home and identifying when a person 
needs help 
•    Be flexible to business changes, tasks and processes and being adaptable to your workload

What You’ll Need
•    Enthusiasm and passion bringing energy to the role 
•    You’re a “people person” and know that there is an art to engaging positively with our customers whilst working on the right resolution for them 
•    Display confidence on the phone in speaking to strangers and getting to grips with their query 
•    The ability to problem-solve with a positive and proactive approach 
•    Ability to move between media channels and support other areas as and when required 
•    Positive mindset to want to help change the lives of our customers 
•    Confidence to put forward your ideas and suggest new ways of working 
•    You’ve got the right attitude - you take pride in your work, understand the importance of being on time and are committed to helping us drive our Contact Centre forward! 
•    Excellent verbal and written communication skills along with the ability to effectively listen and empathise with our customers 
•    Computer and IT literate to navigate multiple systems and software applications What We Will Offer You 
•    Brilliant culture where everyone is valued and included creating a fun, working environment, a place where collaborative working is welcomed 
•    Competitive Pay and Generous Pension 
•    28 Days Holiday plus Bank Holidays 
•    Investment in your learning and development 
•    Riverside Rewards to help with the cost of living with great deals at some big name brands such as Specsavers, Tui, Halfords, M & S, Sainsbury’s 
•    Extensive induction programme to set you up for success 
•    Opportunities for growth, development and career advancement 
•    Opportunities to give back to the community and take part in volunteering days and charity events 
•    Annual Star awards to reward and recognise the fantastic contributions of our people 
•    Modern office space with private parking 
•    Free hot drinks 

Are you ready to make a difference? 
If you're ready to take on a rewarding role where you can make a difference, apply via our careers site and upload your CV and a Cover Letter explaining why you're the perfect fit for this position. We look forward to welcoming you to the Riverside Housing Association family! 

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Apply today and join us in enhancing the everyday lives of our customers! 

Recruitment Process
Two stage process to include Group Assessment Centre followed by Competency Based Interview for successful candidates. 

Planner

Job Description

Job Title: PlannerContract Type: PermanentSalary: £31,766.68 Per AnnumWorking Hours: 40 Hours per weekWorking Pattern: Monday-Friday, HybridLocation: Dartford, KentIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Planner
As a Planner you will form part of a local repairs team which ensures that works orders are scheduled through the In-house appointments system, repairs works are allocated to trade operatives and all works are carried out with minimal average turnaround time.

About you
We are looking for someone with:
•    Educated to GCSE (or equivalent) in English & Maths. 
•    Experience of working in a pressurised environment and dealing with challenging situations. 
•    Good time management, planning & organisational skills. 
•    Good on computerised systems.

Why Riverside?
One Housing Group is a part of Riverside. At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    25 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be considered

Role Profile
•    Support the scheduling of operative and sub-contract resource to ensure effective resource management, delivery of a customer focused repairs service and that performance targets are met / achieved.  
•    Ensure IT systems are operated effectively, operatives are using and updating their PDAs appropriately and schedule of rate codes are inputted correctly. 
•    Ensure repairs are monitored and updated on an ongoing basis in relation to job status, including jobs raised booked within target time, cancelled works orders, repairs without appointments, overdue jobs and all follow on jobs are actioned by the end of each day. 
•    Ensure the customer experience is central to all activities by adopting a professional manner when communicating with service users, clients, and both internal/external stakeholders This includes but is not limited to appearance, company ID, maintaining a high standard of Health & Safety requirements.  
•    A key person communicating between the resident and maintenance worker regarding ongoing work/s where required and liaison with colleagues to ensure accurate & timely information provided.  
•    Work with all team members including, administrators, operatives, supervisors and subcontractors to ensure an efficient and productive service is delivered to service users and client and to support the attainment and maintenance of high levels of satisfaction with performance delivery in accordance with agreed standard operating procedures. 
•    Follow and support policies, procedures, initiatives and work instructions at all times and keep all supplied company assets in a good condition in line with the company policies and report to your Manager where damages occur.  
•    Provide back up to all other planners, covering any absences and attend informal and formal company & client meetings and training sessions as required. 
•    The primary reporting line is to the works scheduler team leader; however, the job role will include a close working relationship with other Riverside Property Services staff.   This role requires a person with the ability to communicate at all levels with other parts of the Riverside Group, residents, and Riverside Property Services staff. 
•    Assist with the delivery of day-to-day service so as to maximise contract performance against KPI’s, minimise default notices and penalties and to ensure high levels of customer service so as to achieve contract value.     
•    Assist in the control the costs of such items as man hours, equipment, vehicles, stock and tools, thus minimising wastage, and avoidable expenditure. 
•    Gain appropriate sign off for expenditure and Identify cost effective service delivery options to reduce cost. 
•    The jobholder will liaise with the Riverside Group and its agents, Riverside Property Services staff, operatives, sub-contractors. 
•    May occasionally oversee work of an apprentice and work as part of a team or alone. 
•    Working with some vulnerable service users / groups. 
•    Managing expectations of client and service users.  
•    Effective management of operative diaries and resource. 
•    Correct priority target assigned to work.Additional Information
•    The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role, albeit that regular support will be required to teams in Camden and Dartford 
•    The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
•    In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation. 
•    The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.  

Person specificationKnowledge, Skills and ExperienceEssential
•    Educated to GCSE (or equivalent) in English & Maths. 
•    Experience of working in a pressurised environment and dealing with challenging situations. 
•    Good time management, planning & organisational skills. 
•    Good on computerised systems. 
•    Good written, verbal, questioning & interpersonal skills. 
•    Strong customer experience ethos. 
•    Able to work alone or as part of team, demonstrates company values e.g. customer first.Desirable
•    Team working 
•    Communication skills 
•    Organisational skills 
•    Decision making and problem solving. 
•    Negotiating skills 
•    People Management

 

Volunteer Co-ordinator

Job Description

Job Title: Volunteer Co-OrdinatorContract Type: PermanentSalary: £30,302.63 Per Annum Working Hours: 37.5 Hours per weekWorking Pattern: Monday-Friday 9am-5pmLocation: LeedsIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.The difference you will make as a Volunteer Co-Ordinator
The Volunteering Co-Ordinator is responsible for recruiting and managing volunteers to deliver services specifically targeting volunteers who fit the support profile and ensuring all volunteers receive appropriate training and inductions to deliver a high-quality support service while meeting agreed performance targets.About you
We are looking for someone with:
•    Experience of recruiting volunteers and keeping them motivated to deliver a service
•    A track record of successfully coordinating a volunteer delivered service, preferably is a housing setting
•    Working with companies to support employee volunteering activities

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile
•    Develop and support teams of volunteers to deliver effective services to clients in drop-in and floating support services
•    Develop and publicise a range of engaging volunteering opportunities suitable for corporate supporters, tenants and general public
•    Ensure that the volunteering opportunities identified are based on providing out-comes for customers
•    Ensure comprehensive collection of appropriate data, providing monitoring information as required
•    Maintain confidential records and use the key administrative systems for the recruitment and recording of volunteers
•    Work closely with corporate partners to ensure that the volunteering activities undertaken are safe, legal and provide the experience required
•    Through relevant training and learning, ensure that volunteers are equipped with the skills and resources to undertake their tasks effectively
•    Ensure that volunteers are recruited quickly and effectively and that they have the specific skills and qualities required to work with customers
•    Effectively risk assess all volunteer activity
•    Ensure that volunteer delivered services are appropriate to each customer and de-livered to a high standard
•    Guide and support staff to ensure volunteers in their service are supported and developed
•    Aid in the identification of volunteers with potential for greater involvement
•    Monitor and review individual volunteer performance and volunteer support at de-fined intervals to ensure quality of service is maintainedOther Information
•    The role-holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Person specificationKnowledge, Skills and Experience Essential
•    Experience of recruiting volunteers and keeping them motivated to deliver a service
•    A track record of successfully coordinating a volunteer delivered service, preferably is a housing setting
•    Working with companies to support employee volunteering activities
•    To demonstrate IT Skills to include a basic proficiency in Microsoft Office including Word and Excel as well as a willingness to learn specific IT systems used within Care and Support; and complete relevant IT training where requiredDesirable
•    5 GCSE’s or equivalent
 

BI Analyst

Job Description

Job Title: Business Information AnalystContract Type: Fixed Term Contract until 31/07/2026Salary: £41,754.51 Per Annum (£45,981.71 Per Annum is achieved after 12 months successful performance in the role)Working Hours: 35 Hours per weekWorking Pattern: Monday to Friday, HybridLocation: LiverpoolIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Business Information Analyst
Analyse and present business information (BI) that is timely and accurate to support the delivery of intelligent business information through a range of mechanisms, in particular self-serve tools for use by colleagues. Support colleagues with their management and performance information requirements and develop and maintain operational data models to underpin operational and planning activitiesAbout you
We are looking for someone with:
•    Experience of Business Information and performance reporting production in a medium to large organisation.
•    Experience of using business intelligence tools  Tableau and data visualisation techniques appropriate to the audience and subject matter.
•    Experience of the analysis of data in the provision of meaningful intelligence 
•    Advanced user of Excel with proven capability of handling large, complex data set

Why Riverside?
One Housing Group is a part of Riverside. At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered

Role Profile
•    Interpret operational and strategic BI requirements to identify and mine relevant data sources and advise colleagues on improvement opportunities.
•    Collaborate with data owners and subject matter experts across the Group to design, develop and build appropriate tools to present routine BI analysis to support the Group’s Performance Management Framework and operational management of the business.
•    Provide bespoke analysis and technical expertise in appropriate analysis and visualisation techniques to support colleagues across the business with scrutinising data.
•    Support continuous improvement through routine and bespoke analysis to identify opportunities and ensure that the principles of data integrity adopted by the organisation are embedded in reporting frameworks.
•    Escalate issues with data accuracy or system usage to the appropriate channel to ensure prompt and satisfactory resolution.
•    Develop and maintain data models to underpin day-to-day operational and planning activities. 
•    Work closely with colleagues in the Insight Team to maximise the use of existing self-serve tools and bring together Riverside-wide data to provide comprehensive analysis.
•    Develop and maintain relationships with external partners in the provision of business intelligence systems to and ensure tools are maximised and that providers deliver services that meet time and quality agreements/expectations.
•    Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
•    Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
•    Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.Person specificationKnowledge, Skills and ExperienceEssential
• Experience of Business Information and performance reporting production in a medium to large 
organisation.
• Experience of using business intelligence tools Tableau and data visualisation techniques appropriate to the audience and subject matter.
• Experience of the analysis of data in the provision of meaningful intelligence
• Advanced user of Excel with proven capability of handling large, complex data sets.
• Experience of using a range of analytical techniques, from basic to advanced and understanding of appropriateness of use.
• Ability to understand the business’s BI requirements and succinctly articulate these back and to colleagues in technical roles who will be required to support. 
• Understanding of the business imperative behind accurate regulatory reporting and other compliance reporting requirements.
• Results focused with the ability to take ownership of tasks.
• Excellent team player who can work flexibly to meet business requirements.
• Excellent attention to detail with the ability to work accurately under pressure, deliver to strict 
deadlines and manage conflicting priorities.
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Commercially aware with a focus on continuous improvement.Desirable
• Degree or equivalent in a subject with strong data analysis component or equivalent experience
• Experience of developing complex data models for operational use within a business
• Experience of the production of data definitions
• Experience of external data submissions