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

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.

Income & Admin Officer

Job Description

Job Title:  Income and Administration OfficerContract Type:  Fixed term contract – to end on 30/06/2026Salary: £26,549.63 per annum (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours: Full time – 37.5 HoursWorking Pattern:  Monday to Friday between 8am and 6pmLocation: Middlesbrough - However this role can be based in any Riverside Region 1 location, which includes Cumbria, South Yorkshire and the North East

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 Income and Administration Officer

You will work collaboratively as part of a committed team to provide income management advice, guidance and support to customers and colleagues. The focus of this role is to support customers to sustain their tenancies, maximise the organisation’s rental income and deliver income administration across a defined number of properties.

About you

We are looking for someone with:

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a customer facing environment
• Excellent communication skills, with the ability to provide advice, support with the ability to empathise with customers who are facing a range of issues

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

Take responsibility for arrears management, rent collection and maximising income, working in partnership with colleagues using psychologically informed environments (PIE) and trauma informed care principles to:

• Ensure customers have a clear understanding of their responsibilities regarding the payment of rent and service charges and their impact on maintaining their tenure
• Support colleagues by proactively engaging customers providing advice, guidance and co-produce plans as part of the responsive rent arrears management process
• Manage the income management process, by co-producing a bespoke payment plan, tailored to the individual’s circumstances
• Provide guidance and advice to customers to ensure they are financially included, sign-posting to relevant resources relating to benefit claims, debt issues, and money management
• Make referrals to the Riverside Income Maximisation Team when dealing with complex cases
• Proactively provide up-to-date advice relating to effective tenancy sustainment approaches to colleagues to assist in supporting customers with income management
• Initiate a discussion with relevant parties on complex arrears cases to present facts about how the arrears will be managed
• Support colleagues dealing with evictions where required
• Provide advice to customers around setting up efficient payment options
• Administrating petty cash for the required services
• Assisting with the monitoring of income and expenditure
• Generating and communicating rent statements to customers and colleagues as required
• Maintaining and updating tenancy information, rent accounts and financial information on the appropriate digital platforms
• Collating and submitting information, including funding and performance returns
• Producing reports and other written documentation to support income management delivery as required
• You will be required to work normal office hours, which may include some flexibility to meet the customer and business needs
• 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

Knowledge, Skills and Experience 

Essential

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs
• Experience of working in a customer facing environment
• Excellent communication skills, with the ability to provide advice, support with the ability to empathise with customers who are facing a range of issues
• Be a team player, be flexible with a resilient, can-do attitude
• Be confident and consistent and have confidence to make decisions to deal with effective rent arrears management
• Competent level of literacy, numeracy, administrational and IT Systems skills (to be able to produce reports and other communications)

Desirable

• Knowledge of current benefit systems
• Experience of working in care and support services
• Ability to plan, prioritise, organise tasks to achieve results
• Knowledge of debt management

Housing Officer

Job Description

Job Title: Housing OfficerContract Type: PermanentSalary: £42,378.54 Per AnnumWorking Hours: 35 Hours per week Working 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.

The difference you will make as a Housing Officer
The principal frontline worker will maximise the economic viability, social sustainability and self sufficiency of the tenancies in their patch through targeted support, services and action, establishing and maintaining strong relationships with customers, acting as an ‘Account Manager’, advocating for the customer to ensure that other teams are providing services to the expected level. Delivered through flexible, self-led and resourceful processes that enables the front line worker to put customer first.

About you
We are looking for someone with:
•    Proven track record of delivering a high quality customer service function, preferably in the housing sector. 
•    Effective stakeholder management, both internally and external to the organisation. 
•    Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business. 
•    Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.

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 
•    Pro-actively manage, maintain and improve designated social housing neighbourhoods; dealing with all aspects of tenancy conditions, including service failures, creating, promoting and adopting a culture of customer care in accordance with agreed processes, standards, timescales and targets.
•     Accountable for maximising and increasing income collection, working in partnership with Shared Service colleagues to ensure good payment practices are established from tenancy start, support customers with benefit claims, signposting for advice and carrying out home visits during arrears pursuance process. 
•    Represent the Group in Court for all cases brought against customers in your designated area, ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up to date with developments and outcomes. 
•    As an “Account Manager” for the customer and property, be responsible for identifying issues which can be resolved with early intervention, be responsible for liaising with internal & external stakeholders to ensure services and actions are effective and efficient to build lasting, satisfactory and sustainable tenancies. 
•    Accountable for ‘patch profitability’, minimising void rent loss, identify cash leakage, working in partnership with Shared Service colleagues to carry out inspections, property viewings and managing tenancy sign ups and new tenancy visits. 
•    Manage a delegated discretionary budget, making decisions regarding the allocation of your budget, ensuring Group financial controls are adhered to robustly and effectively. 
•    Provide quality assurance for all communal areas in your patch, escalating contracted service failures to the relevant contract owner for resolution, and resolving other issues using the relevant procedure.Other Duties
•    You will be required to work a range of shifts on a 24 hour, 7 days per week rota basis.
•    You will undertake regular training to enable you to deliver your role safely.
•    From time to time you may be required to undertake additional duties and responsibilities of an equivalent nature, in consultation with your Line Manager.
•    Commission, direct and influence other teams as appropriate to resolve low level anti-social behaviour issues, hate crimes, domestic abuse and issues impacting community cohesion, escalating complex cases to the Community Safety Team as appropriate. 
•    Maximise the use of mobile technology to ensure the provision of an efficient and proactive customer service to customers. 
•    Champion and promote usage of the online self-service facility, to contribute to ongoing financial efficiencies across the Group by reducing the demand on front line resources. 
•    Work collaboratively with a range of stakeholders to deliver customer involvement objectives and stakeholder management within a specified area, attending community meetings where relevant to the Group and its customers. 
•    Build effective and strong relationships with customers, identify customer’s needs and aspirations, provide targeted support and use of customer intelligence to drive tenancy sustainability. 
•    Provide clear, supportive and accurate social housing advice to customers, colleagues and other stakeholders, including signposting where appropriate, to ensure awareness of the service and the effective progression and resolution of cases. 
•    Act as an advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service. 
•    Work with customers to minimise and resolve issues and complaints, liaising with the Customer Complaints Team to resolve escalated complaints as required.
•     Promote opportunities for customers to engage with and be involved in key decision making through our customer involvement function, to ensure the delivery of a service that meets their needs. 
•    Work with regional colleagues, providing local intelligence on neighbourhood level issues to contribute to the regional planning process. 
•    Ensure internal business processes are followed in line with the Group’s policy, procedures and statutory requirements. 
•    Maintain accurate records using appropriate systems, ensuring the integrity and quality of Social Housing service data, to enable regular analysis to be carried out and reporting to be completed as required. 
•    Contribute to the continuous improvement of processes and procedures.
•    Accountable for organising your own work, priorities and objectives to meet the organisational goals, with the focus being “self-led” with customers need and requirements at the forefront to improve the areas for which you are responsible for. 
•    Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service. 
•    Build relationships with local stakeholders in order to foster partnership working to deliver shared neighbourhood improvement. 
•    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 specificationKnowledge, Skills and ExperienceEssential
•    Proven track record of delivering a high quality customer service function, preferably in the housing sector. 
•    Effective stakeholder management, both internally and external to the organisation. 
•    Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business. 
•    Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities. 
•    Proven track record of successfully solving difficult problems. 
•    Proven track record of demonstrating initiative to proven activities. 
•    Ability to remain calm in a pressurised environment. 
•    Proficient use of a range of IT packages including Microsoft Office. 
•    Excellent team player who can work flexibly to meet business requirements.

Desirable
•    Experience of agile/flexible working. 
•    Experience of forecasting and managing a budget. 
•    Experience of setting work priorities and arrangements, being self-led and working with minimal supervision.
 

Service Manager

Job Description

Job Title: Service ManagerContract Type: Fixed Term Contract for 1 yearSalary: £35,928.31 Per Annum (Pro Rata) + £4,000 London Allowance (£37,176.40 is achieved after 18 months successful performance in the role) Working Hours: 18.75 hours per week Working Pattern: To be negotiated, preferably 3 days one week, followed by 2 days the following weekLocation: Acre Lane hostel, BrixtonIf 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 considered

Role 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 initiatives

Leading 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 area

Housing 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 management

Supporting 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 embedded

Other 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 Manager

Person 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.

Retirement Living Co-ordinator

Job Description

Job Title:  Retirement Living Co-ordinatorContract Type: PermanentSalary: £26,549.63 (pro rata) (£27,722.51 pro rata per annum is achieved after 18 months successful performance in the role)Working Hours: Part time 20 hoursWorking Pattern: Monday to Friday (hours to be discussed)Location: Thomas Merriman Court, NewburyIf 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 Retirement Living Co-ordinator
Working as part of a team committed to ‘best practice’ in the social housing field, you will facilitate the coordination and delivery of a professional service to retirement living customers across a designated group of schemes.  This will include service, facilities and housing management and monitoring service level agreements with partners.About you
We are looking for someone with:
•    Relevant experience of working with older and/or vulnerable people
•    Good understanding of housing management
•    Experience of managing relationships with partner agencies/organisations
•    Formal qualifications in housing, care or support would be an advantage

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) 
•    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
To facilitate the coordination and delivery of a professional service to Retirement Living customers across a designated patch of the retirement living portfolio, in line with Riverside’s performance standards. To provide an effective provision and delivery of services, facilities and housing management across a group of schemes.  Day to day monitoring of service level agreements with partners. To be part of a staff team that is committed to ‘best practice’ in the social housing fieldAccountabilities
•    Ensuring occupancy targets are met, through lettings and refurbishments of properties.
•    Meeting rent collection and arrears targets.
•    To monitor and liaise the delivery of service contracts across a designated patch of schemes including lifts, heating fire equipment, gardening etc,
•    Providing practical support and information to customers when entering the service and throughout their involvement with the service, e.g. assisting customers in the com-pletion of occupancy agreements and welfare benefit claims and liaison with benefit agencies.
•    Delivering high standards of housing management and ensuring that the service is meeting best practice by conducting regular site inspections across all schemes.
•    Monitoring and reducing issues of anti-social behaviour within services.
•    Clearly communicating customer responsibilities and tenancy compliance.
•    Working with colleagues to maintain good links with the local neighbourhoods.
•    Effectively using appropriate IT systems, including housing management systems and maintaining professional and timely records.
•    To assess potential customers housing needs, in consultation with relevant agencies and the customer in terms of their suitability to access the service.
•    To ensure that the company’s Health and Safety policy is fully implemented at all des-ignated schemes, ensuring customers are aware of the provision of security systems at schemes at all times
•    Provide information to assist new customers on services within schemes and local communities.
•    Promote customer involvement at the schemes, working collaboratively with the Health & Wellbeing team.
•    Encourage customers to participate in events, activities and the running of the schemes and promote integration of schemes into the local community.
•    To coordinate the lettings process to minimise void levels. To include; application of the voids procedure, implementing the organisations allocations policy, maintaining the schemes waiting list and to lead on promotion and marketing of the scheme.
•    To travel, across the designated patch to deliver an effective service,.
•    To observe the company’s code of conduct and maintain the highest standards of pro-fessional integrity.
•    To provide a high quality customer orientated service, championing the Riverside Ser-vice Style practices.
•    To ensure compliance with Riverside’s Equality and Diversity policy, in respect of em-ployment and service delivery.
•    Ensure that all data is compliant with legislation and policies relating to data quality.
•    Any other relevant duties as required by the designated manager.
•    To ensure compliance with Riverside’s safeguarding policies and procedures in every aspect of service delivery.Key Performance Indicators 
•    To ensure high service levels and overall customer satisfaction.
•    To ensure that rent arrears, voids, re-let days and other agreed KPI’s remain within target.
•    To ensure compliance with all mandatory Health and Safety standards.
•    To ensure all complaints are dealt with in line with Riverside’s procedures to achieve the best customer outcomes.Person SpecificationEssential 
•    Relevant experience of working with older and vulnerable people. 
•    Experience of housing management duties. 
•    Experience of liaison with agencies/partner organisations. Desirable 
•    Formal care, support or housing qualifications 
 

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: Shifts on rota, Rolling rota including weekendsLocation: Vaughan House, GuildfordIf 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 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
 

Night Support Worker

Job Description

Job Title:  Night Support WorkerContract Type:  PermanentSalary: £26,549.63 plus 10% night allowance per annum (£27,722.51 per annum is achieved after 18 months successful performance in the role)Working Hours: Full time 37.5 hours per weekWorking Pattern: Rolling rota, working between 07:15 - 22:15 (early, mid and late shifts).  Includes weekend working 1 in 3 weekends)Location: Jamaica Street Project, 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 Night Support Worker

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
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

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 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
 

Night Assistant

Job Description

Job Title: Night AssistantContract Type: PermanentSalary: £25,673.65 per annum, plus 10% Night AllowanceWorking Hours: 37.5 hours per weekWorking Pattern: 4 nights on, 4 nights off  Location: Old Tea Warehouse, High Wycombe
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 Night Assistant
Working across a defined geographical area, you will assist in the delivery of a high-quality support, security and housing service to the clients of our supported schemes.About you
We are looking for someone with:
• Experience with working with vulnerable client groups.
• 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 Riverside; and complete relevant IT training where required.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 be consideredRole Profile
• Have an awareness of the clients groups support needs, and contribute as directed to the delivery their agreed outcomes.
• Implementing night security systems, ensuring overall safety and security of the scheme.
• Meeting the requirements of health and safety policies and practices.
• Effectively dealing with anti-social behaviour. 
• Maintain high standards of cleanliness within schemes, preparation of rooms and site inspections.
• Effective recording of information including adding updates to the Support database and Housing Management database.
• Implementing policies and procedures to ensure effective service delivery.
• Ensuring culture and diversity issues have been considered across the client group and to tackle any forms of discrimination, adhering to equality and diversity procedures.
• Promote and encourage a high level of client involvement, consultation and communication.
• Assisting service users with day-to-day tenancy issues, payment of rent and other scheme requirements. 
• Using IT systems appropriately.
• Responds to faults as discovered.
•  Ensure a warm welcome and maintain inviting Reception areas as per the Psychologically Informed Environment standards.
• Contributes to the stock control, purchasing and storage of consumables required by the service
• To provide administrative support to the Housing Team and Service Managers
 Service Delivery
• To understand your role in the organisation and to be accountable for your contribution to maximise profitability
• To understand how your job contributes to the overall purpose of the organisation and be accountable for delivering it in the most efficient way
• To understand that your efforts will be client led and be accountable for positive and tangible outcomes.
• To understand that Riverside is a nationally focused organisation and to be accountable for adhering to the agreed corporate policies and procedures
• Working within a multi-disciplinary team of housing and support staff, and meeting the requirements of a rota system, within a defined geography, i.e., small group of schemes
• Involved in team meetings, training events and attending regular supervisions, as appropriate.
• Assisting colleagues in meeting key performance indicators (e.g. voids arrears and outcome targets).
• Adhering to equality and diversity policies in all aspects of service delivery.
• Assisting housing team colleagues in the delivery of quality housing management.
• Liaising with colleagues to ensure that the service promotes empowerment and independence. Ensuring effective exchanges of information with team members and day staff.
• Reporting repairs to maintenance contractors by using appropriate systems.Other duties
• To provide a high quality, customer-orientated service championing 
• “Riverside Service Style” practices
• Constantly review work outputs, setting improvement targets and appraising individual performance
• Participate in the work of the Divisional team, encouraging innovation
• Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and customer service
• To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery.
• Ensure that all data is compliant with legislation and policies relating to data quality
• To actively promote Riverside locally.
• Any other relevant duties as required by the designated manager.
• To ensure compliance with Riverside’s safeguarding policies and procedures in every aspect of service delivery.

Knowledge, Skills and ExperienceEssential
• Experience with working with vulnerable client groups. 
• 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 Riverside; and complete relevant IT training where required.

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: Shift rota including 1 in 5 weekendsLocation: Guildford, Surrey.

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 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 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
 

Gas Engineer

Job Description

Job Title: Gas EngineerContract Type: PermanentSalary: £42,368.91Working Hours: Full time – 40 HoursWorking Pattern: Monday to Friday Location: 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.

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 Gas Engineer
You will carry out a range of gas work to our clients housing stock to ensure that gas appliances and installations which are worked on are safe for continued use.
To safeguard the service users, members of the public, client’s personnel and Riverside employees from any potential danger associated with gas.

About you
We are looking for someone with (to be taken from essential criteria)
•    Qualified to City and Guilds/ Gas Service Engineer standard and hold appropriate ACS certification 
•    or an equivalent qualification for any of the above

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
•    To ensure that ALL gas work is carried in accordance with The Gas Safety (Installation and Use) Regulations 1998 as amended and in line with the requirements of Riverside Property Services’s Procedures and Policies.
•    To carry out gas repair work as per works orders and in accordance with standard operating procedures to ensure commercial requirements for the number of visits, quality and workmanship, service user satisfaction and costs are met.
•    To provide a comprehensive gas maintenance and installation service within domestic premises, the work must be carried out in accordance with the relevant regulations, standards and departmental procedures. The applicant must be gas qualified and hold current Domestic ACS certification or equivalent in the categories of work required and complete and to maintain all paperwork and electronic data records relevant to the work carried out to ensure completion of the job is confirmed and a comprehensive and accurate history is available for audit purposes, which includes quality, H&S issues and for invoicing purposes
•    To seek authorisation from relevant office-based approver before proceeding if work required differs from works order, and document in full any additional works carried out to ensure correct invoicing can be applied.
•    To utilise existing stock or collect materials as and when required to meet works orders, in accordance with standard operating procedures for purchasing and van stock control compliance
•    To attend informal and formal meetings and training sessions to ensure up to date business and job knowledge, communication, skills & progression are maintained. This includes but is not limited to training, re-training, toolbox talks, 1:1’s, probation reviews etc.
•    To adopt a professional manner when communicating with service users and/or client/external contacts to build and maintain a positive view of The Riverside Group. This includes but is not limited to appearance, company ID, communication.
•    To highlight any safeguarding concerns to the relevant customer and 
•    Community officer within branch as early as possible to ensure they liaise with the client in accordance with the safeguarding policy. 
•    To use and maintain company vehicle/van in accordance with company vehicle & insurance policies to ensure safety, compliance, accurate and timely reporting of damage, cleanliness & condition (inside and out). This includes but is not limited to daily photographic recording of condition.
•    To participate in call out cover if and when required to ensure contract compliance & service user satisfaction for emergency repairs
•    Undertake the repairs applying their trade skills, knowledge & experience.
•    To make a judgement on the safety of the electrical Installations worked upon
•    Once work is underway – to provide updated estimates of time to complete, if requested by planner or supervisor
•    Not having the knowledge or skill to undertake a job issued to you. If this is the case, you should contact your immediate supervisor and inform the service user that the job cannot be undertaken. This may lead to a complaint, but an electrician must not attempt work he/she is not competent in doing.
•    To seek authorisation from relevant office-based approver before proceeding if service user requests additional work that is different from works order, and document in full any additional works carried out to ensure correct invoicing can be applied.
•    To carry out new or repair work as per works orders and in accordance with standard operating procedures to ensure commercial requirements for the number of visits, quality and workmanship, service user satisfaction and costs are met.
•    To undertake Inspection and Testing and to ensure that all Certificates and/or Reports are given to immediate Supervisor in a timely manner for checking, authorisation and to meet invoicing targets.
•    To be responsible for ensuring electrical work is undertaken in a safe manner and to leave the property free of any potential danger caused by themselves or having been done by others.
•    To minimise the financial and environmental impact of waste.
•    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 costOther DutiesAdditional 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 Experience Essential Knowledge & Experience
•    Qualified to City and Guilds/ Gas Service Engineer standard and hold appropriate ACS certification
•    or an equivalent qualification for any of the above

Desirable
•    Time served apprentice or a person who has undertaken a number of years gaining experience in a domestic setting both in a training facility and on-site. 
•    Clear and legible handwriting as others will need to check recorded testing results
 

Support Worker

Job Description

Job Title:  Support Worker - Housing related support Contract 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: 3 weeks rolling rota, including bank holidays and weekendsLocation: Newton House, 16 London Road, Gloucester, GL1 3NE.

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 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 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

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.

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.

Night Assistant

Job Description

Job Title:  Night AssistantContract Type: PermanentSalary: £25,673.65 per annum (plus 10% night allowance)Working Hours: Full Time – 37.5 HoursWorking Pattern: 4 on 4 off, 20:35 - 07:15Location: Britton House, Warmley, 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 Night Assistant
You will empower our customers to live independent, fulfilling, and dignified lives in our Independent Living services.
Duties will include:
•    Provide assistance to residents in need of physical personal care during the night ensuring dignity and privacy is upheld
•    Recognise distress and identify and assess positive ways to reduce it
•    Encourage independence in residents where possible
•    Actively participates in specified care management programmes
•    Provide assistance with laundry as well as assist customers with catering skills

About you
We are looking for someone with:
•    An optimistic, flexible, and non-judgemental approach
•    Excellent verbal and written communication skills with individuals from a variety of different backgrounds
•    Experience working in a customer focused environment within a residential setting with a diverse client group of vulnerable adults
•    Basic administrative skills with the ability to use Microsoft Office including Word, Outlook, and Excel
•    Awareness of housing, health and safety legislation and regulations will also be important

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
•    Work collaboratively as part of a committed team to carry out a diverse range of tasks, delivering an outstanding experience to customers whilst being supported by your colleagues and Line Manager.
•    Recognise and identify each individual customer’s needs to ensure they receive a person-cantered approach that puts the customer at the heart of everything we do by:
-    Enabling customers to meet the aspirations within their individual support plans, whilst keeping up-to-date information on their changing needs
-    Helping customers with daily activities, domestic support and assisting with preparation of meals, snacks and drinks whilst ensuring they maintain as much independence as possible
-    Safely helping with customer’s mobility including use of assessed equipment,
-    aids or other manual handling equipment
-    Supporting customers with administering medication
-    Providing personal care and support to customers in line with Care Quality
-    Commission (CQC) definitions, including helping customers to maintain their personal hygiene, appearance and physical wellbeing
-    Inspire and motivate customers to develop life skills, independence and emotional well-being by:
-    Recognising and engaging customers in activities that they show passion or interest in 
-    Working with customers to seek employment or volunteering opportunities for their personal development
-    Encouraging and enabling customers to communicate and interact with other people to build and develop relationships
-    Supporting and monitoring customers’ emotional wellbeing and healthcare needs ensuring appropriate contact and support with healthcare professionals
•    Helping customers with the management of their personal affairs when this is part of their individual support plan e.g. reading letters, managing utilities, handling small amounts of money for shopping.
•    Communicate clearly, building trusted relationships with customers and their wider support network (family, friends, GPs, Social Worker, etc.).
•    Provide companionship to customers, engaging in conversation to build genuine and trusted relationships.
•    Take pride and initiative in working with customers to meet their needs, creating a safe, comfortable and respectful living environment.
•    Maintain detailed, accurate records of care and medication support provided, as well as tasks undertaken.
•    Promptly respond to and report any concerns relating to the care, support, well-being or behavior of customers to a manager, making comprehensive records, ensuring customer confidentiality is observed at all times.
•    Recognising any signs of abuse and immediately reporting them to a manager, ensuring local safeguarding procedures are followed.
•    Record all complaints and proactively talk through the complaints procedure with customers.
•    Ensure the building is well maintained, safe and secure by carrying out basic health and safety checks, security checks, reporting maintenance repairs, maintaining the cleanliness of the building and dealing with any incidences as per the local policy.

Other Information:
•    You will be required to work flexible hours to meet customer and business needs
•    Ensure customers are safe at all times - carrying out all of your duties within Riverside’s 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”
•    Use the Lone Worker system as per policy as and when necessary
•    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
•    Legislation requires employees who hold this role to have a full course of Covid-19 vaccinations and colleagues would need to provide evidence of this
•    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 in a team and communicating positively with other people
•    Experience of being able to organise tasks whilst supporting people and plan accordingly 
•    Be a team player with a caring, empathetic, flexible attitude and demonstrate a resilient, can-do attitude
•    Able to use initiative and have confidence to make and act on decisions
•    Basic administrative & IT skills

Desirable
•    Awareness of CQC standards
•    Experience of providing direct care to a vulnerable and diverse group of customers
 

Support Assistant

Job Description

Job Title:  Supported Housing Assistant  Contract Type:  PermanentSalary:  £25,673.65 per annumWorking Hours:  Full Time – 37.5 HoursWorking Pattern:   Rota based, including every other working weekendLocation:  The Old Tea Warehouse, Amersham Hill, High Wycombe, HP13 6NG

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 addiction

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
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

Commercial Property Advisor

Job Description

Job Title: Commercial Property AdvisorContract Type: PermanentSalary: £33,183.19 per annum (£36,677.07 per annum is achieved after 12 months 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 a Commercial Property Advisor 
You will be responsible for the day-to-day operations of our commercial property portfolio in the North West of England, being the first point of contact for all commercial tenants, caretakers, contractors, and agents.
•    You will provide an excellent customer focused, professional service to customers, ensuring all legal landlord/freeholder obligations are met, ensuring all relevant fees, charges, notices, and rents are issued in a timely manner and addressing as required any queries in relation to these.
•    You will support the Commercial Property Manager in marketing commercial property, negotiating rents and property transactions on our portfolio ensuring rents are maximised, voids are minimised and that the transactions represent the best long-term strategy for group.
•    You will work closely with other property management, repairs, and estate teams to ensure properties are well managed and the environment is well maintained. Responding to and managing repairs queries as required
•    To advise and implement lease terms, statutory measures, and Riverside group policies relevant to the management of the commercial portfolio.
•    To assist with the collection of all rents, ground rents, service charges, and other property charges and recovery process, ensuring this is effective and efficient. To be responsible for the correct and accurate management of all service charge, rent and deposit accounts.
•    You will work closely with other colleagues across the business, in particular, in Housing Operations, Finance, Property Services, Fire Safety, Asset Management, Customer Services, Development and any Riverside agent to ensure the efficient and effective provision of services to all residents.About you
We are looking for someone with:
•    Experience working in property / housing management. An understanding and working knowledge of relevant legislation:  landlord / tenant statutes / responsibilities. Contract law relating to leases.
•    Ability to generate strong working relationships with internal customers, tenants, and professional advisers.
•    To be numerically and financially proficient
•    Good level of IT skills and literacyWhy 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 ProfileProvide an excellent customer focused service for Riverside’s customers, clients, and properties in management.
•    To act as the first point of contact for all tenant queries and those raised by prospective tenants, 
•    To action maintenance requests, raise works orders; arrange access for contractors in a timely and efficient manner, ensuring good communication and accurate exchange of information between Landlord, tenant, and contractors.
•    To arrange post repair inspection and any other forms of monitoring to allow assessment of contractor performance.
•    sending relevant information packs and arranging / carrying out viewings.
•    To ensure that all new rental properties are correctly added to systems.
•    To collect and compile statistical information as required, including on performance indicators and collating performance reports for the service.
•    To undertake site visits, home visits and any other outside meetings as required to fulfil the requirements of the post.
•    To deputise as requested for the Commercial Property ManagerProactively manage the commercial property portfolio - including marketing, letting, maintenance, compliance and landlord / tenant functions.
•    To carry out all property management tasks as directed by manager or other appropriate senior manager.
•    To carry out end of tenancy inspections, action any necessary repairs, dilapidations, negotiations, and record and process any deposit deductions in conjunction with the tenant, keeping them always informed.
•    To work as required to address incidents of ASB where they involve or affect a customer, plus to assist as required with incidents relating to other properties. To ensure effective working on ASB with other property management staff and as required take the lead on relevant ASB cases or assist in other cases as is necessary.
•    Ensure compliance with health and safety regulations.
•    To manage parking controls at Riverside Group managed sites to maintain up to date records relevant to all customers and customer contact details.
•    To liaise closely with legal representatives to produce legal documentation.
•    To arrange post repair inspection and any other forms of monitoring to allow assessment of contractor performance.
•    To execute renewals and lease terminations including dilapidations for the commercial portfolio
•    To carry out end of tenancy inspections, action any necessary repairs, dilapidations, negotiations, and record and process any deposit deductions in conjunction with the tenant, keeping them always informed.
•    To ensure that regular estate and property inspections are carried out, taking prompt and effective action to rectify any issues in line with targets, policies, and procedures.
•    To code invoices through the Riverside invoicing system and pass to relevant person within the team to authorise for paymentMonitor commercial tenant performance and maintain accurate records; escalating and enforcing leases as required.
•    To arrange check ins and check outs of rental tenants and keep a central record for all leases. To ensure that all files have a signed check in/check out report and sign off authorisation sheet where applicable.
•    Prepare relevant financial paperwork and ensure this is filed and processed correctly, to complete completions, arrears procedures, registering and returning deposits. 
•    To ensure all repairs re-charges are marked on the tenancy file as appropriate.
•    To maximise6 income by meeting personal and organisational performance targets, objectives, and service levels.
•    To monitor and maintain a portfolio of accounts on a regular basis as allocated in accordance with procedures and audit requirements. Identify new and existing cases in arrears, take early action to minimise arrears, undertake administration of the portfolio, collect income, and make arrangements with debtors to pay outstanding debts. 
•    Assist in issuing invoices as required.
•    To maintain and update in line with GDPR, accurate information on the property portfolio in relation to individuals, addresses, contracts, tenancies, and properties including unit, block and estate / scheme information and their relevant assets.
•    To deal with and respond to complex correspondence / and formal complaints from customers. To reply fully and with regard to customer service requirements in the timeframe specified to all such enquiries. To investigate and resolve disputes, including providing advice and information to customers.
•    To undertake detailed preparation for court action including court documentation in accordance with the Civil Court Procedures. Where necessary attend court for hearings to represent Riverside Group interests. To monitor adherence to the terms of any Court Orders, identifying and reporting any breaches
•    To carry out all landlord/freeholder management tasks as directed
•    To work closely with the Service Charge and Rents team to contribute as necessary to reviews of estate services and service charges, and to assist with the process of constructing accurate rents and service charges.
•    To ensure all documentation and customer communication is stored accurately on company systems.

Other Information:
•    You will be required to work a 35 hours per week, Monday to Friday. Core hours are 10am -4pm with flexible working around.
•    Hybrid / remote working considered for the right candidate.
•    Main place of work is Riverside’s office 2 Estuary Boulevard, Estuary Commerce Park, Liverpool L24 8RF. Occasional visits to Riverside’s London offices may be required.
•    You will be required to visit and travel to various locations and properties around England, in order to carry out your duties. The majority of properties are in the North West however visits to Bristol (in the South) and Newcastle (in the North) may be required from time to time.  
•    From time to time, you may be required to undertake additional duties and responsibilities of an equivalent nature, in consultation with your Line Manager.

Person specificationKnowledge, Skills and ExperienceEssential
•    Experience working in property / housing management. An understanding and working knowledge of relevant legislation:  landlord / tenant statutes / responsibilities. Contract law relating to leases.
•    Ability to generate strong working relationships with internal customers, tenants, and professional advisers.
•    To be numerically and financially proficient
•    Good level of IT skills and literacy
•    Knowledge of the commercial property sector
•    To work as reasonably required in any of Riverside geographical areas.
•    Full UK Driver’s License and access to a car.Desirable
•    Good working knowledge of the relevant legislation (even where complex) specifically the Landlord and Tenant Act 1954. 
•    Strong commercial awareness and understanding of market factors driving commercial values.
•    Experience of using specialist property / housing related ICT systems (including Salesforce, Qube, MRI, Open Housing) 
•    Experience of digital lettings and marketing tools and platforms 
•    Experience of preparing marketing materials 
•    Experience of accounting / account management
•    Experience of commercial portfolio management or equivalent 
•    Experience or understanding of service charge administration and legislation.
 

Specialist Support Officer

Job Description

Job Title: Specialist Support OfficerContract Type: PermanentSalary: £31,553.33 per annumWorking Hours: 37.5 hours per weekWorking Pattern:5 day rota, including weekendsLocation: Hackney Young Complex Needs, Hackney 

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 Specialist Support Officer
We believe in providing care and support to our customers that will enable them to make in-formed decisions to improve their quality of life: 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.  This is a hybrid role that will see you leading on the upskilling of the team in your specialist area.
Some of your responsibilities will include:
•    Undertaking group & one to one interventions with clients of a specialist nature (i.e. CBT informed interventions, psychoeducational groups or harm minimisation interventions)
•    Providing a comprehensive support planning service to customers in line with the department’s policies, procedures and approach
•    Making full use of IT & other technologies for appropriate tasks, including the use of word processing, spreadsheets, email etc
•    Participating in cross-service initiatives & projects in relation to their specialist area (i.e. organisational training, reflective case management, WOW projects, peer support groups, etc.) 
•    Carrying out assessment to identify and prioritize needs
•    Using SMART goal planning to provide needs led holistic support

About You
We are looking for someone with:
•    Relevant qualification to be eligible for registration with a professional body, i.e HCPC, UKCP, BACP, etc
•    Knowledge of specialist assessment tools, methods and case formulation. 
•    Knowledge of evidence based specialist interventions appropriate for mental health and community settings. 
•    Experience of undertaking customer assessments, support planning and key-working with a clear outcome focus 
•    Knowledge about recovery model, peer support and coproduction procedures.
•    Experience working in community settings therapeutically, including assessments, de-signing interventions and demonstrating outcomes. 
•    Experience running therapeutic groups. 
•    Ability to react to crisis situations in a calm effective way. 
•    Basic level of IT skills and literacy
•    Strong time management skills and ability to prioritise workload 
•    Ability to communicate effectively in writing including the preparation of letters reports & file notes 
•    Ability to contribute to effective team working 
•    Understanding of safeguarding procedures for children and adults

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. 
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:Service Provision
•    Disseminate & advise the local & wider team on changes to best practice & new legislation in regard to their specialist area (i.e. amendments on ethical frameworks, new research findings and publications, change on procedures and shared best practice)
•    Participate in cross-service initiatives & projects in relation to their specialist area (i.e. organisational training, reflective case management, WOW projects, peer support groups, etc.)
•    Work on a rota basis, including out of office hours and sleep ins where necessary
•    Comply with all relevant policies & procedures, including but not limited to:   
o    Safeguarding
o    Health & Safety
o    Customer Care
o    Equality & Diversity
o    Code of Conduct etc
•    Carry out assessment to identify and prioritize needs
•    Use SMART goal planning to provide needs led holistic support
•    Develop and maintain positive links with key stakeholders
•    Create an environment that promotes opportunities for customers to develop, learn and enable skills towards independence
•    Where required, administer medication & carry out duty shifts
•    Ensure appropriate records are maintained
•    Ensure that the service complies with Riverside’s standing orders & financial regulations
•    Adhere to Riverside’s confidentiality policies.

Customer Support
•    Undertake group & one to one interventions with clients of a specialist nature (i.e. CBT informed interventions, psychoeducational groups or harm minimisation interventions)
•    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 including on the MPs IT system
•    Make full use of IT & other technologies for appropriate tasks, including the use of word processing, spreadsheets, email etc
•    Support customers to develop the necessary skills to live independently, and to access training, education and work
 

Person specification Knowledge, Skills and Experience Essential

•    A relevant professional qualification in the area of expertise (i.e. Drug and alcohol, counselling, psychology, OT, nursing or social work or any other relevant qualifications)
•    Level 3 Diploma, or willingness to work towards it (CQC Registered services)
•    Knowledge and understanding of up-to-date legislation, government frameworks relevant to the customer group
•    Understanding of safeguarding children and adults
•    Knowledge of specialist assessment tools, methods and case formulation
•    Knowledge of evidence-based specialist interventions appropriate for community set-tings
•    Knowledge about recovery model, peer support and coproduction procedures.
•    Demonstrable experience of working with vulnerable adults
•    Experience of undertaking customer assessments, support planning and key-working with a clear outcome focus
•    Experience working in community settings therapeutically, including assessments, de-signing interventions and demonstrating outcomes
•    Experience of promoting Equality & Diversity
•    Experience running therapeutic groups
•    Ability to represent OHG to other agencies and companies where necessary
•    Strong time management skills and ability to prioritise workload
•    Ability to communicate effectively in writing including the preparation of reports & file notes
•    Ability to contribute to effective team working
•    IT skills including use of Microsoft packages such as Word
•    Ability to provide regular monitoring information as required
•    Ability to react to crisis situations in a calm effective way

Desirable
•    Experience supervision medication 
•    Experience designing and providing training

Support Officer

Job Description

Job Title:  Support OfficerContract Type: PermanentSalary:  £28,505.08 per annum Working Hours: Full Time – 37.5 HoursWorking Pattern: 5 days per week, includes weekendsLocation:  Kings Terrace, 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 in-formed 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 de-partment’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
•    A genuine passion for working with people
•    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

Our Mental Health team is vital to helping us deliver on this vision. We work to transform the life experience of people with mental health support needs. The support we provide is deliv-ered in a range of settings (like supported housing, assessment centres and outreach) and our customers’ support needs can include psychosis, forensic and personality disorders.
We believe in providing care and support to our clients that will enable them to make in-formed 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. We offer you the chance to develop your own skills through regular line management supervision, reflective practice, access to a ten-day course on relevant mental health topics and working together with your specialist colleagues.

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 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

Relief Worker

Job Description

Job Title:  Relief WorkerSalary:  £13.17 per hourWorking Hours:  As and when requiredLocation:  Manchester 

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 a Relief Worker

About you

• 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 requirements

Why Riverside?

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:

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

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 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, 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 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 specification

Essential

• 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 records

Desirable

• 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.

Relief Worker

Job Description

Job Title:  Relief WorkerSalary: £13.17 per hourWorking Hours: As and when requiredLocation: Newton House, 16 London Road, Gloucester  GL1 3NEIf 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
To assist customers with queries and support when needed in accordance with current best practices according to company policies and procedures, agreed standards, legislative requirements, safeguarding and relevant regulations.  To provide a high quality, customer-oriented service and understand that all the actions should be customer- led.  
•    As directed by the manager and support team you will assist in providing support to customers in the provision of service and supported housing.  
•    Maintain and promote the dignity of all individuals which improves their health and wellbeing in a safe and appropriate environment.  
•    Foster effective communication with each customer and work colleagues and to be aware of communication differences and adopt an approach to suit an individual preferred method of communication.  
•    Encourage and enable customer to be as independent as possible with regards to their daily living skills and maintaining or improving their quality of life, this includes encouraging personal interests, access to social networks and social activities.  
•    To maintain records where necessary, ensuring these are wholly accurate, up-to-date and completed in a timely manner.  
•    Recognise signs of distress in customer and identify and assess positive ways to reduce this and advise the support team promptly of any signs of problems or concerns over a customer.  
•    To liaise with other relevant people involved with the customer, including family and friends, GP’s and other health and social care professionals.  
•    To ensure Confidentiality is maintained at all times, that a customer’s personal details are not disclosed to any unauthorised person.  
•    Other further tasks such as general cleaning and security duties.  
•    Undertake training and development as required.

Person specificationEssential
•    Experience of working with people from various backgrounds and sectors of society (this could be friends, family, professional experience, children etc.)
•    Compassionate, patient, reliable and empathetic.  
•    Customer focused with excellent communication skills both written and verbal.  
•    Flexible and approachable with a positive attitude.  
•    Excellent team player who can work flexibly to meet business requirement.  
•    Basic literacy and numeracy skills. 
•    Knowledge of safeguarding adults at risk procedure.  
•    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 Riverside; and complete relevant IT training where required. Desirable
•    Experience of working in a Care and Support environment.  
•    Understanding of regulations and legislation within the housing and social care profession. 
•     A relevant qualification e.g. NVQ or Diploma in Health and Social care.  
 

Night Assistant

Job Description

Job Title: Night AssistantContract Type: Permanent Salary: £25,673.65 per annum, plus 10% night shift allowanceWorking Hours: 37.5 hours per week Working Pattern: 2 weeks rolling rota: week 1: Monday, Tuesday, Friday Saturday and Sunday; Week 2: Wednesday and Thursday Location:  Newton House, Gloucester

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 Night Assistant

About you

• Experience with working with vulnerable client groups.
• 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 Riverside; and complete relevant IT training where required.

Why Riverside?

• 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:

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

Role Profile

•Have an awareness of the clients groups support needs, and contribute as directed to the delivery their agreed outcomes.

• Implementing night security systems, ensuring overall safety and security of the scheme.

• Meeting the requirements of health and safety policies and practices.

• Effectively dealing with anti-social behaviour.

• Maintain high standards of cleanliness within schemes, preparation of rooms and site inspections.

• Effective recording of information including adding updates to the Support database and Housing Management database.

• Implementing policies and procedures to ensure effective service delivery.

• Ensuring culture and diversity issues have been considered across the client group and to tackle any forms of discrimination, adhering to equality and diversity proce-dures.

• Promote and encourage a high level of client involvement, consultation and communi-cation.

• Assisting service users with day-to-day tenancy issues, payment of rent and other scheme requirements.

• Using IT systems appropriately.

• Responds to faults as discovered.

•Ensure a warm welcome and maintain inviting Reception areas as per the Psycholog-ically Informed Environment standards.

• Contributes to the stock control, purchasing and storage of consumables required by the service

• To provide administrative support to the Housing Team and Service Managers

Service Delivery

•To understand your role in the organisation and to be accountable for your contribution to maximise profitability

• To understand how your job contributes to the overall purpose of the organisation and be accountable for delivering it in the most efficient way

• To understand that your efforts will be client led and be accountable for positive and tangible outcomes.

• To understand that Riverside is a nationally focused organisation and to be accounta-ble for adhering to the agreed corporate policies and procedures

• Working within a multi-disciplinary team of housing and support staff, and meeting the requirements of a rota system, within a defined geography, i.e., small group of schemes

• Involved in team meetings, training events and attending regular supervisions, as ap-propriate.

• Assisting colleagues in meeting key performance indicators (e.g. voids arrears and outcome targets).

• Adhering to equality and diversity policies in all aspects of service delivery.

• Assisting housing team colleagues in the delivery of quality housing management.

• Liaising with colleagues to ensure that the service promotes empowerment and inde-pendence. Ensuring effective exchanges of information with team members and day staff.

• Reporting repairs to maintenance contractors by using appropriate systems.

Other duties

•To provide a high quality, customer-orientated service championing

• “Riverside Service Style” practices

• Constantly review work outputs, setting improvement targets and appraising individual performance

• Participate in the work of the Divisional team, encouraging innovation

• Undertake personal development and training as necessary to keep up to date with le-gal, political, financial and other developments in the fields of housing and customer service

• To ensure compliance with Riverside’s Equality and Diversity policy, in respect of em-ployment and service delivery.

• Ensure that all data is compliant with legislation and policies relating to data quality

• To actively promote Riverside locally.

• Any other relevant duties as required by the designated manager.

• To ensure compliance with Riverside’s safeguarding policies and procedures in every aspect of service delivery.

Knowledge, Skills and ExperienceEssential•    Experience with working with vulnerable client groups. 
•    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 Riverside; and complete relevant IT training where required.

Estate Services Operative

Job Description

Job Title: Estate Services OperativeContract Type: PermanentSalary: £26,283.24 per annum Working Hours: 35 hours per week, full timeWorking Pattern: Monday to 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.

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 Estate Services Operative
To attend various sites owned and managed by Riverside to maintain and monitor communal spaces at these. 

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 be considered.

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 Knowledge, Skills and Experience

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.
•    Competence and knowledge of risk perception including risk to passers-by during operations.

Desirable
•    Pa1/pa6 pesticide application an advantage
•    Bics or similar cleaning industry certificates an advantage.
•    First aid at work or similar
•    H&S certificates an advantage

Team Manager

Job Description

Job Title: Team ManagerContract Type: PermanentSalary: £36,471.55 per annumWorking Hours: 37.5 hours per weekWorking Pattern: Monday – Friday, HybridLocation: RSI Housing Management Service, 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 Team Manager
Our aim is to improve the quality of life for our customers, build their confidence and skills to allow them to live independently by playing an active role in their communities.  We view all our customers as individuals with specific needs, treating them with respect and dignity, and focussing on achieving real results.
You will play an integral role in ensuring the delivery of a quality services which reflects best practice and adheres to all relevant legislation, policies, procedures and performance standards.  As Team Manager, you will provide effective line management of support staff within the service, including daily supervision, monitor team performance, rota scheduling and monitoring of targets.  About You
We are looking for someone who believes in working together as part of a team, who shares our values and who is friendly, engaged and committed to achieving great outcomes for our customers.
We are looking for someone with:
• Effective line management experience 
• Experience of producing performance indicators that measure business activities for senior executives
• Knowledge and understanding of up-to-date legislation and government frameworks relevant to the customer group
• Sound knowledge and understanding of issues affecting individuals relevant to the customer group
• Good knowledge of safeguarding procedures for adults and children
• Knowledge of resettlement and housing issues for people with support needs including welfare benefits
• Experience of working within an assessment and support planning process relevant to the customer group
• Good organisation skills and ability to prioritise workload
• Strong IT skills including use of Microsoft packages such as Word

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
This role is responsible for:
• Provide line management, supervision and appraisal to Support staff within the service.
• Ensure regular team meetings are held, and staff are informed about the organisation’s strategic goals.
• Hold day to day responsibility for rota cover and staff deployment.
• Ensure that all staff receive appropriate induction, training and development opportunities. To participate in the training of staff as required.
• Performance management including setting targets, monitoring and taking action to address any performance issues.
• Ensure staff are empowered to take responsibility and to work in a way that is imaginative and responsive to the needs of customers
• Facilitate and encourage effective customer participation, consultation and feedback within the service.
• Ensure the implementation of the support database and that appropriate records are kept.
• Ensure that staff adhere to all policies and procedures.
• Develop and maintain positive links with local statutory and independent sector services.
• Participate in the management on call rota.
• Carry out regular audits of service provision
• Liaise effectively with partner agencies and stakeholders to ensure referrals and assessment issues are dealt with in a timely fashion, and service utilisation is maximised.
• Ensure the implementation of the One Support Medication Management policy and standards, where applicable.

Person specificationKnowledge, Skills and ExperienceEssential
• Knowledge and understanding of up-to-date legislation, government frameworks relevant to the customer group
• Sound knowledge and understanding of issues affecting individuals relevant to the customer group
• Safeguarding adults and children.
• Knowledge of resettlement and housing issues for people with support needs including welfare benefits
• Knowledge of health and safety issues in relation to the customer group
• Ability to promote customer involvement, choice and diversity
• Ability to represent other agencies and companies.
• Good organisation skills and ability to prioritise workload.
• Ability to communicate effectively in writing including the preparation of letters reports & file notes.
• IT skills including use of Microsoft packages such as Word
• Ability to monitor service qualityProfessional Qualifications
• Management qualification or other relevant professional qualificationDesirable
• Staff management experience
• Experience of working within an assessment and support planning process relevant to the customer group
• Experience of promoting diversity and participation
• Experience of fostering and maintaining relations internally and externally.

Relief Worker

Guildford, Surrey, 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 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 requirements

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
• 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.

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: Shift Work consisting of 5 week rolling rota, including weekends and bank holidaysLocation: Rose Brae, Birkenhead, 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 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 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 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

Portfolio Officer

Job Description

Job Title: Portfolio Officer Contract Type: Fixed term for up to 6 months Salary: £31,466.79 (£32,403.13 is achieved after 18 months successful performance in the role)Working Hours: 37.5 hours per week, full time Working Pattern: Monday to Friday, Hybrid Location: Carlisle, Cumbria Covering a geographical area between Lancaster and Carlisle plus a handful of properties in Manchester.  Frequent travel to properties across Cumbria and Lancaster as required and Manchester one to two times per year.

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 Portfolio Officer 
To deliver effective housing management services and act as an ‘account manager’ for third parties relationships (such as Managed agents, Care or Support providers and Local Authorities), ensuring effective services are delivered to customers within a designated patch.  Delivered in an agile manner, through flexible, self-led and resourceful processes that enables putting customer first.

About you
We are looking for someone with 
•  Proven track record of delivering a high quality customer service function, preferably in the housing sector. 
•  Effective stakeholder management, both internally and external to the organisation, including the ability to successfully persuade and influence others. 
•  Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business.

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
•  Directly deliver a range of housing services to specific properties within a designated patch including allocations and lettings and income collection. 
•  Accountable for patch profitability, minimising void rent loss, identify cash leakage, working in partnership with colleagues to carry out inspections, property viewings and managing tenancy sign ups and new tenancy visits. 
•  Working in partnership with the Income and Processing Officer, Portfolio Officers will be responsible for and maximisation activities, signposting for advice and carrying out home visits during arrears pursuance processes. 
•  Commission, direct and influence other teams including third parties as appropriate to resolve low level anti-social behaviour issues, hate crimes, and issues impacting community cohesion, escalating complex cases as appropriate. 
•  Work collaboratively with a range of stakeholders to deliver customer involvement objectives and stakeholder management within a specified area, attending community meetings where relevant to the Group and its customers. 
•  Build effective and strong relationships with customers where we directly deliver housing services, identifying needs and aspirations, provide targeted housing support and use of customer intelligence to drive tenancy sustainability.   
•  Provide clear, supportive and accurate housing advice to customers, colleagues and other stakeholders, including signposting where appropriate, to ensure awareness of the service and the effective progression and resolution of cases. 
•  Act as an advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service. Account Management  
•  Act as the key point of contact for local Managed Agents, responding to enquiries and complaints and identifying opportunities for improvements. Escalating to the Portfolio Manager as appropriate.  
•  Undertake any local activities pertaining to leases, management agreements and Service Level Agreements in a patch which includes, supporting regular performance reviews, embedding effective third party arrangements and ensuring services adhere to industry and Group quality and performance standards.
•  Build relationships with local internal and external stakeholders in order to foster partnership working to deliver improvement. Service Delivery  
•  Contribute to the continuous improvement of processes and procedures.  
•  Contribute and deliver regular reviews of the Managed Agents service, seeking feedback from internal and external stakeholders, to identify efficiencies and continually improve customer satisfaction and the overall service provision. Improvement opportunities identified and realised should be in accordance with change management protocols  
•  Ensure internal business processes are followed in line with the Group’s policy, procedures and statutory requirements. 
•  Undertake any local activities required relating to the on-boarding or decant of Managed Agents within the patch. Escalate issues to the Portfolio Manager where appropriate and manage expectations when required. Budgets and service charge 
•  Responsible for key activities within rent and service charge processes and responsibility for ensuring that service charge is spent in line with both legislation and to customers’ expectations. Feed into the budget process for your specific patch. Other Information
•  Accountable for organising your own work, priorities and objectives to meet the organisational goals, with the focus being “self-led” with customers need and requirements at the forefront to improve the areas for which you are responsible for.    
•  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.  
•  Ensure that Safeguarding of individuals is recorded and reported as per the Group policy.Person specificationKnowledge, Skills and Experience

Essential
•  Proven track record of delivering a high quality customer service function, preferably in the housing sector. 
•  Effective stakeholder management, both internally and external to the organisation, including the ability to successfully persuade and influence others. 
•  Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business. 
•  Proven track record of delivering a high quality customer care service including complex needs customers. 
•  Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities. 
•  Proven track record of successfully solving difficult problems. 
•  Proven track record of demonstrating initiative to proven activities. 
•  Ability to remain calm in a pressurised environment. 
•  Proficient use of a range of IT packages including Microsoft Office. 
•  Excellent team player who can work flexibly to meet business requirements. Desirable
•  Experience of agile/flexible working. 
•  Experience of inputting into the managing of budgets 
•  Experience of setting work priorities and arrangements, being self-led and working with minimal supervision.  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. 
•  The role will be exposed to sensitive information, therefore the role holder is expected to maintain levels of confidentiality at all times. 
•  This role is subject to satisfactory disclosure. 
•  In order 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.   
•  The role holder is expected to be committed to equal opportunities and to promote nondiscriminatory practices in all aspects of work undertaken. 

Support Assistant

Job Description

Job Title: Support AssistantContract Type: PermanentSalary: £25,673.65 per annumWorking Hours: Full Time - 37.5 HoursWorking Pattern: 4 week shift pattern , working 10-6pm including 2 weekends per monthLocation: ABEN LGBTQ+,Withington Road Manchester

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 youWe 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 addiction

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
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
 

Night Assistant

Job Description

Job Title: Night AssistantContract Type: PermanentSalary: £25,673.65 per annum, plus 10% night shift allowanceWorking Hours: 37.5 Hours per weekWorking Pattern: 4 week rota, 8 nights on-6 nights off - shifts 9.30pm-7.30am Location: The Crossings, HullIf 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 Night Assistant
Working across a defined geographical area, you will assist in the delivery of a high-quality support, security and housing service to the clients of our supported schemes.About you
We are looking for someone with:
•    Experience with working with vulnerable client groups.
•    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 Riverside; and complete relevant IT training where required.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 be consideredRole Profile
•    Have an awareness of the clients groups support needs, and contribute as directed to the delivery their agreed outcomes.
•    Implementing night security systems, ensuring overall safety and security of the scheme.
•    Meeting the requirements of health and safety policies and practices.
•    Effectively dealing with anti-social behaviour. 
•    Maintain high standards of cleanliness within schemes, preparation of rooms and site inspections.
•    Effective recording of information including adding updates to the Support database and Housing Management database.
•    Implementing policies and procedures to ensure effective service delivery.
•    Ensuring culture and diversity issues have been considered across the client group and to tackle any forms of discrimination, adhering to equality and diversity procedures.
•    Promote and encourage a high level of client involvement, consultation and communication.
•    Assisting service users with day-to-day tenancy issues, payment of rent and other scheme requirements. 
•    Using IT systems appropriately.
•    Responds to faults as discovered.
•     Ensure a warm welcome and maintain inviting Reception areas as per the Psychologically Informed Environment standards.
•    Contributes to the stock control, purchasing and storage of consumables required by the service
•    To provide administrative support to the Housing Team and Service Managers Service Delivery
•    To understand your role in the organisation and to be accountable for your contribution to maximise profitability
•    To understand how your job contributes to the overall purpose of the organisation and be accountable for delivering it in the most efficient way
•    To understand that your efforts will be client led and be accountable for positive and tangible outcomes.
•    To understand that Riverside is a nationally focused organisation and to be accountable for adhering to the agreed corporate policies and procedures
•    Working within a multi-disciplinary team of housing and support staff, and meeting the requirements of a rota system, within a defined geography, i.e., small group of schemes
•    Involved in team meetings, training events and attending regular supervisions, as ap-propriate.
•    Assisting colleagues in meeting key performance indicators (e.g. voids arrears and outcome targets).
•    Adhering to equality and diversity policies in all aspects of service delivery.
•    Assisting housing team colleagues in the delivery of quality housing management.
•    Liaising with colleagues to ensure that the service promotes empowerment and independence. Ensuring effective exchanges of information with team members and day staff.
•    Reporting repairs to maintenance contractors by using appropriate systems.Other duties
•    To provide a high quality, customer-orientated service championing 
•    “Riverside Service Style” practices
•    Constantly review work outputs, setting improvement targets and appraising individual performance
•    Participate in the work of the Divisional team, encouraging innovation
•    Undertake personal development and training as necessary to keep up to date with le-gal, political, financial and other developments in the fields of housing and customer service
•    To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery.
•    Ensure that all data is compliant with legislation and policies relating to data quality
•    To actively promote Riverside locally.
•    Any other relevant duties as required by the designated manager.
•    To ensure compliance with Riverside’s safeguarding policies and procedures in every aspect of service delivery.Knowledge, Skills and ExperienceEssential
•    Experience with working with vulnerable client groups. 
•    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 River-side; and complete relevant IT training where required.

Service Manager

Job Description

Job Title: Service ManagerContract Type: PermanentSalary: £35,928.31 Per Annum (£37,176.40 is achieved after 18 months successful performance in the role) Per AnnumWorking Hours: 37.5 hours per weekWorking Pattern: Monday to Friday, 8am-4pmLocation: Centenary House and Newstead House, DerbyIf 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
• 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 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

Customer Care Manager

Job Description

Job Title: Customer Care Manager Contract Type: Permanent Salary: £42,663.81 per annum, plus £4500 car allowanceWorking Hours: 37.5 hours per week, full time Working Pattern: Monday to Friday, Hybrid Location: Prospect Head OfficeIf 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 Care Manager 
You will manage the customer service process including quality management, defect resolution and reporting post completion, complaint handling, and HBF CSS survey and Trustpilot response management. Whilst ensuring compliance with regulatory and legal requirements including NHQB and Consumer Code.

About you
We are looking for someone with
• Experience in a house building customer facing position within an established house building organisation for a minimum period of three years.
• Ability to work on own initiative.
• Customer focused & a positive attitude.

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 
•  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 
• Champion a positive culture on customer and strive for the highest standards of customer satisfaction. Demonstrate leadership to the customer care team to help them deliver HBF CSS 5-star service. Whilst assisting the Head of Customer Services to champion a positive culture on customer throughout the wider business and supply chain.
• Collaborate with and support the Head of Customer Services to identify areas of improvement. Make suggestions on new processes and systems where required. Assist with the development of improvement plans and their implementation.
• Chair monthly customer care meetings with other departments providing updates on defect trends, quality inspection results, subcontractor performance on defect resolution and snagging, complaints, HBF CSS survey results and response rates and Trustpilot results and response rates
• Attend weekly build sales meetings to co-ordinate customer service departmental workload on customer care quality inspections. Where applicable comment on quality and programme concerns which may impact legal completion or HBF CSS score.
• Attend monthly development team meetings and contribute proactively to discussions on development performance. Ensure technical matters are discussed with cost and programme delivery being key considerations.
• Manage customer care staff to ensure all necessary duties are delivered effectively and in line with budget. Ensure that all staff act in accordance with company procedures and in line with regulatory and legislative requirements. Ensure all staff follow health, safety and environmental procedures and that all necessary training and is undertaken and RAMS concluded.
• Undertake quality inspections prior to legal completion to ensure standards are in line with company requirements and meet HBF CSS 5-star standard. Ensure plots are clean and safe for completion including the external environment. Record findings using the company’s online quality management system (Zutec). Monitor the close out of defects and report any concerns to the Head of Customer Services and Head of Construction.
• Ensure 10-day lists documenting snagging works post completion are completed by the construction department following a visit by the Site Manager/ Assistant Site Manager post completion. Escalate concerns to the Head of Customer Services where applicable.
• Ensure customers are regularly contacted whilst within HBF CSS survey window post completion. Act on any concerns and queries that customers have liaising with sales and construction colleagues. Escalate concerns to the Head of Customer Services where applicable.
• Ensure completed plots are effectively transitioned from sales/ construction to customer care post HBF CSS survey (8 week). Ensure any previously reported snagging works are completed prior to handover to customer care. Escalate concerns to the Head of Customer Services where applicable.
• Ensure defects within warranty period are accurately recorded on the system and completed within service level agreement timescales and in line with budget. Where applicable ensure costs are contra charged to subcontractors. Provide reports on expenditure and notifications on contra charges to the commercial department. Ensure any issues with subcontractors not attending to defects, or issues meaning works can’t be concluded within service level agreement timescales, are reported to the Head of Customer Services and Head of Construction to action.
• Ensure customer complaints are accurately recorded on the system and handled in line with company procedure and in line NHQB requirements and timescales. Be the first point of escalation for complaints gathering information in a fair and transparent manner before responding to customers. Where applicable refer complaints to the Head of Customer Services for action and follow up.
• Ensure developments achieve a HBF customer satisfaction survey rating of 5-star. Work proactively with construction staff and sales staff to achieve this. Ensure a minimum survey response rate of 60% is achieved. Propose and implement new strategies and processes to achieve this having consulted with the Head of Customer Services.
• Ensure developments achieve a Trustpilot Excellent rating with one Trustpilot response targeted per development per week. Work proactively with construction staff and sales staff to achieve this. Propose and implement new strategies and processes to achieve this having consulted with the Head of Customer Services.
• Monitor changes to NHQB and NHBC regulations and make recommendations on changes to company procedures. Provide updates to the Senior Management Team and make recommendations on any training requirements to staff.
• Prepare reports as directed by the Head of Customer Services to aid business improvement
• Contribute to the preparation of information for board packs in support of the Head of Customer Services
• Undertake any other duties deemed required by the Managing Director or Head of Customer Services to ensure the effective operation of the business.

Person specification Knowledge, Skills and Experience Essential

• Experience in a house building customer facing position within an established house building organisation for a minimum period of three years.
• Ability to work on own initiative.
• Customer focused & a positive attitude.
• Ability to think ahead and forecast customer issues.
• Effective communication skills and telephone manner.
• Knowledge and understanding of responsibility for dealing with defects. 
• Ability to manage multiple priorities, people and tasks whilst remaining professional and 
calm under pressure.
• Knowledge of NHQB and Consumer Code essential.
• Full UK driving licence and access to a car for work

Competency FrameworkDeliver the Vision
• Focuses on the company's goals, understands its direction and contributes to its overall 
success.Focus on Performance
• Takes ownership of the performance and development of themselves, supports the 
development of others.Strive for Excellence
• Continually looks for ways to improve the service provided by self, team and the organisation.
Be Commercially Minded
• Aware of the need to add value to support economic, sustainable growth for the organisation.Additional information
• There will be the requirement to travel to other locations to effectively perform this role. 
• 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.

Treasury Property Analyst

Job Description

Job Title: Treasury Property AnalystContract Type: PermanentSalary: £29,908.04 (£32,889.28 is achieved after 12 successful performances in the role)Working Hours:  Full Time – 35 HoursWorking Pattern: Monday to FridayLocation: Speke, Liverpool / 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.

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 Treasury Property Analyst

You will support the effective delivery of the Group’s Treasury Property strategy by ensuring the accuracy, completeness, and integrity of property-related data used in funding, securitisation, and treasury reporting. The role plays a key part in maintaining the Group’s property portfolio for loan security purposes and enabling compliant, data driven Treasury transactions.
This will include, but is not limited to:
•    Maintain property data and conduct in depth analysis
•    Assisting the Treasury Property Manager (TPM) and Treasury Property Officer with collating information for funding valuations
•    Assisting the Group Securitisation Manager and Treasury Securitisation Officer with collating and reconciling property lists in relation to charging exercises
•    Supporting the Treasury Securitisation Officer with Group property disposals and Lender releases 
•    Raising Purchase Orders and monitoring invoice payments for the team
•    Providing general support to all members of the team as and when required
•    Monitoring of Team mailbox

About you
We are looking for someone with
•    Highly organised with the ability to prioritise, work on own initiative and deliver to tight deadlines.
•    Exceptional analytical skills, with demonstrable experience in handling, processing, and interpreting large and complex data sets.
•    Advanced Excel capability, including confident use of formulas, lookups, PivotTables, data modelling, Power Query, and error checking techniques.
•    Clear, effective written and verbal communication skills, with the ability to explain complex analysis.

Why 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 Role requires you to:Property Data Management
•    Maintain, update, and validate a range of property records used by Treasury and wider Group functions, identifying discrepancies and resolving or escalating issues as required with guidance from Officer’s and the TPM.
•    Conduct detailed property data analysis to support internal and external reporting requirements.
•    Periodically reconcile property data for monthly, quarterly, and funder reporting, ensuring issues are addressed promptly.

Funding Valuations & Covenant Compliance
•    Co ordinate property funding valuations required for loan facilities and charging exercises.
•    Prepare and update models relating to asset cover and income cover, ensuring full adherence to loan covenant requirements, and raising potential concerns to the Officer’s or TPM for instruction or resolution in a timely manner.

Securitisation & Property Charging Support
•    Assist the Group Securitisation Manager and Treasury Securitisation Officer with compiling and reconciling property lists for charging activities.
•    Support and deputise for the Treasury Securitisation Officer in managing property releases / discharges from the group's lenders in relation to charged properties (e.g., Resales, Lease Extensions, Staircasing, Right to Buy, Right to Acquire.) and updating relevant schedules and reports. 
•    Support Officer’s with the development of standardised security charging packs, folder structures, and checklists.
•    Obtain and be responsible for Land registry documentation on property related matters for the treasury team and the wider business in exceptional circumstances.

Operational & Administrative Support
•    Monitor the Treasury mailbox and action / allocate any queries to the correct members of the wider team, raising any issues directly with the Officer’s or TPM.
•    Provide general support to Treasury Property Officers and wider team members as needed.
•    Take ownership for testing and proposing updates to existing Treasury Property processes and procedures.
•    Prepare and process manual payments, relevant to Treasury Property related activity, ensuring all relevant sign-off is obtained. 
•    Raise Purchase Orders for the team ensuring that they are raised against the correct accounting code, monitoring of invoices and supporting the TPM in reconciling payments against the Teams budget.

Other Information 
•    The role reports to the TPM and forms part of the wider Treasury team within The Riverside Group Limited. The Treasury team provide treasury support to all entities within the wider group and not just to The Riverside Group Limited. This role may require additional travel to other office locations as and when required.

Person specificationKnowledge, Skills, and ExperienceEssential
•    Highly organised with the ability to prioritise, work on own initiative and deliver to tight deadlines.
•    Exceptional analytical skills, with demonstrable experience in handling, processing, and interpreting large and complex data sets.
•    Advanced Excel capability, including confident use of formulas, lookups, PivotTables, data modelling, Power Query, and error checking techniques.
•    Clear, effective written and verbal communication skills, with the ability to explain complex analysis.
•    Ability to build good working relationships with both internal and external stakeholders and consultants/ advisers.
•    Strong attention to detail, ensuring high levels of accuracy in data, reconciliations.
•    Trustworthy and confidential.
•    Working understanding of finance, treasury, and/or property related data, with the ability to apply this knowledge in a housing environment.
•    Proactive problem solver, able to identify data issues, investigate root causes, and propose solutions. 

Desirable
•    Ability to work confidently with AI enabled tools (e.g., Copilot)
•    Awareness and knowledge of property charging / securitisation process.
•    Working knowledge of land registry forms – interpretation and retrieval.
•    Treasury knowledge, some awareness of wider property law.

Support Officer

Job Description

Job Title: Support Officer Contract Type: Permanent Salary: £28,505.08 per annum Working Hours: 37.5 hours per week, full time Working Pattern: Shift work Monday to Friday including bank holidays. 4 week rolling rota. Shift times 9am. to 5pm. and 1pm. to 9pmLocation: Greenwich Mental Health Service, Kent

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 inde-pendence, 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 depart-ment’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 policiesAbout 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 capaci-ty
•  A genuine passion for working with people
•  Good communication skills and the ability to engage with and respect the needs of vul-nerable 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 systemsWhy 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

Our Mental Health team is vital to helping us deliver on this vision. We work to transform the life experience of people with mental health support needs. The support we provide is delivered in a range of settings (like supported housing, assessment centres and outreach) and our custom-ers’ support needs can include psychosis, forensic and personality disorders.
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 inde-pendence, better coping strategies or a richer network and sense of self achievement. We offer you the chance to develop your own skills through regular line management supervision, reflec-tive practice, access to a ten-day course on relevant mental health topics and working together with your specialist colleagues.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 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 

Estates Services Operative

Job Description

Job Title: Estate Services OperativeContract Type: PermanentSalary: £26,283.24 per annum Working Hours: 35 hours per weekWorking Pattern: Monday – Friday 8am to 4pmLocation: 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.

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 Estate Services Operative
To attend various sites owned and managed by Riverside to maintain and monitor communal spaces at these. 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 be considered.

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 collectionPerson specificationKnowledge, Skills and Experience

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.
•    Competence and knowledge of risk perception including risk to passers-by during operations.

Desirable
•    Pa1/pa6 pesticide application an advantage
•    Bics or similar cleaning industry certificates an advantage.
•    First aid at work or similar
•    H&S certificates an advantage

Data Protection Manager

Job Description

Job Title: Data Protection Manager Contract Type: Fixed term for 6 months Salary: £27008.40 per annum Working Hours: 14 hours per week, part time Working Pattern: Tuesday and Thursday Location: Liverpool, Speke 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 Data Protection Manager
The DPM will play a critical role in ensuring that the Group continues to comply with data protection legislation and maintains high standards of data protection and information rights during this period. The role requires close collaboration with colleagues across the Group and proactive engagement to continue to embed data protection best practices.

About you
We are looking for someone with
•  Comprehensive understanding of data protection legislation (UK GDPR, DPA 2018, FoIA, etc.).
•  Experience in a data protection role, ideally as a Data Protection Officer in a large or complex organisation.
•  Ability to interpret and communicate complex legislation in an accessible manner.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 
•  Support the Group Head of Data Protection, Transparency and AI Governance to develop, implement, and maintain data protection policies, processes, and privacy notices to ensure ongoing compliance with the UK GDPR, DPA 2018, and other relevant laws.
•   Serve as the initial point of contact for the DP and AIG team, offering support to the Data Protection and AI Governance Business Partners in fulfilling their responsibilities in relation to Data Protection
•  Serve as a champion of information rights within the Group, supporting colleagues at all levels to meet their data protection and freedom of information responsibilities.
•  Inform and advise the organisation and its employees of their obligations under data protection legislation, including GDPR, DPA 2018, and the Freedom of Information Act Scotland (FoISA).
•  Investigate and recommend actions in relation to data breaches, including making recommendations to the Group Head of Data Protection, Transparency and AI Governance regarding notification to the Information Commissioner’s Office (ICO) and affected data subjects.
•  Provide practical legal and technical advice relating to data protection and freedom of information, ensuring a high standard of service to colleagues and customers.
•  Collaborate with colleagues responsible for other aspects of Information Governance to ensure a cohesive approach.
•  Monitor and promote continuous improvement in data protection compliance, including developing and delivering training tailored to the needs of different business areas.
•  Prepare high-quality, business-focused reports on data protection compliance for the Group Head of Data Protection, Transparency and AI Governance and other stakeholders as required.
•  Support the annual completion and submission of the NHS Data Security and Protection Toolkit (DPST).
•  Maintain confidentiality and handle sensitive information in line with Group policies and legal requirements.
•  Carry out any other reasonable data protection duties as directed by the Group Head of Data Protection, Transparency and AI Governance.Person specificationKnowledge, Skills and ExperienceEssential
•   Comprehensive understanding of data protection legislation (UK GDPR, DPA 2018, FoIA, etc.).
•   Experience in a data protection role, ideally as a Data Protection Officer in a large or complex organisation.
•  Ability to interpret and communicate complex legislation in an accessible manner.
•  Strong analytical, communication, and collaboration skills.
•  Experience of investigating data breaches and recommending remedial actions.
•  Excellent attention to detail and ability to manage competing priorities.
•  Recognised Data Protection qualification(s) (essential).
•  Highly developed report writing skills.
•  Commitment to upholding the highest standards of confidentiality and integrity.Other Information
•  The role is part-time (2 days per week) and may require flexibility in working hours to respond to urgent data protection matters.
•  Some travel to Group offices across the UK may be required.
•  The role holder is expected to champion equal opportunities and promote non-discriminatory practices in all activities.

Housing Officer

Job Description

Job Title: Housing OfficerContract Type: PermanentSalary: £28,505.08 per annumWorking Hours: 37.5 hours per weekWorking Pattern: Monday - Friday, HybridLocation: Arlington, 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 Housing Officer
Work collaboratively as part of a committed team that puts the customer first by delivering an outstanding housing management service across a number of defined properties. 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.

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 working within housing management.
•    Be a team player with a caring, empathetic, flexible and have a resilient, can-do attitude.
•    Previous experience in positively resolving incidents.

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 ProfileDeliver an Allocation & Letting Service:
•    Liaise with external stakeholders to deliver an effective referral pathway into the service/properties.
•    Ensure occupancy targets are met, through lettings and refurbishment of empty properties in line with the scheme’s re-allocation procedures.
•    Allocate properties ensuring customers meet the criteria, affordability and required landlord checks.
•    Meet with customers to provide practical support with setting up a new tenancy, ensuring all documents are complete and liaising with external stakeholders if required.
•    Show new customers the accommodation and communal amenities, clearly communicating tenant responsibilities and compliance to enable them to fulfil and maximise their tenancy.
•    Visit new customers to make sure they are settling into their accommodation and are being supported to follow their tenancy agreementDeliver a Housing Management Service:
•    Be responsible for ensuring empty properties are referred to Asset colleagues for void works, following the void procedure to ensure rooms are ready-to-let.
•    Report and monitor the delivery of reactive repairs within properties to ensure they are maintained and health and safety compliant. 
•    Liaise with contractors and colleagues around planned maintenance programmes, ensuring that on-site delivery is well co-ordinated and in line with customer requirements.
•    Undertake day-to-day housing management duties, ensuring high standards of cleanliness are maintained within services and that rooms are prepared, ready for site inspections.
•    Proactively support customers experiencing issues that may put their accommodation at risk; where appropriate issuing warnings and Notices to Determine (NTDs) in consultation with Service Managers.
•    Prepare files and case notes in readiness for court.
•    Deliver a tenancy sustainment advice service to support customers to maintain their accommodation, e.g. claiming correct benefits.
•    Work directly with customers to monitor or reduce issues of anti-social behaviour within the service.
•    Meet regularly with customers to discuss ways to improve their accommodation, promoting involvement and consultation on matters impacting their housing. 
•    Ensure the safety of our customers by recognizing and acting on any risk by following local safeguarding procedures and escalating appropriately.
•    Monitor and assist in maintaining health and safety requirements standards.Deliver an Administration Service:
•    Carryout administrative tasks to support efficient running of the service.
•    Produce reports and other written documentation as required to support housing management delivery.
•    Maintain and update clear, accurate and strength-based records on the appropriate digital platform.
•    Assist schemes in daily operational tasks, including answering phones and working on Reception, as required.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 specificationKnowledge, Skills and ExperienceEssential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs. 
•    Experience of working within housing 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 current benefit systems.
•    Knowledge of Housing regulations. 
•    Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results 
•    Experience of working within a care & support environment.

 

Neighbourhood Team Leader

Job Description

Job Title: Neighbourhood Team Leader Contract Type: Permanent Salary: £37,709.42 (£41,512.57 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week, full time Working Pattern: Monday to Friday. 2 days specific starts are 8:45am to 5:30pmLocation: Sandwell PFI, West Bromwich 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 Neighbourhood Team Leader 
To supervise the delivery of a high-quality, compliant, customer-focused housing management service across a defined patch of general needs homes and a small portfolio of leaseholder properties.

About you
We are looking for someone with (to be taken from essential criteria)
•  Proven experience delivering front-line housing management services in a social/ affordable housing environment.
•  Experience of supervising or coaching staff, managing workloads, an improving team performance and service quality.
•  Working knowledge of key housing management areas: tenancy management, estate management, ASB, income/ arrears escalation, and customer service.

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 ProfileService leadership and supervision
•  Lead, supervise and coach the neighbourhood team to deliver consistent, resident-focused services, including setting priorities, allocating works, conducting 1:1s, performance conversations, and supporting wellbeing.
•  Provide visible day-to-day leadership, role modelling Riverside values and expected behaviours, and ensuring appropriate cover for critical service tasks (including cash office duties where required).
•  Maintain oversight of team quality, productivity and compliance, addressing underperformance promptly and supporting development through training and coaching.Tenancy management (general needs)
•  Oversee end-to-end tenancy management activity including sign-ups, tenancy sustainment, changes in circumstances, succession, assignments, mutual exchanges, and enforcement activity in line with policy and law.
•  Ensure appropriate support is in place for vulnerable residents, including timely referrals, reasonable adjustments and effective multi-agency working.
•  Maintain high standards of case records and decision rationale to ensure auditability and defend ability.Income collection and arrears (operational oversight)
•  Oversee neighbourhood income performance across the patch: early intervention, repayment plans, welfare benefit signposting, and escalation routes (including legal action) in line with policy and relevant pre-action expectation.
•  Ensure colleagues take a consistent evidence-led approach to affordability, vulnerability and sustainability, balancing income protection with resident support.
•  Monitor rent account trends and ensure accurate, timely actions and management information for reporting.Estate management and neighbourhood standards 
•  Oversee local estate/ patch standards including inspections, environmental issues, communal concerns, and place-shaping activity with residents and partners.
•  Provide operational oversight of ASB case management (triage, risk assessment, action plans, partnership engagement, evidence standards and enforcement escalation as needed).
•  Promote a strong community presence and effective local relationships with statutory and voluntary agencies.Repairs interface, property condition, and resident safety (operational)
•   Ensure effective front-line oversight of repair reporting, follow-up escalation, including complaints/ compensation triggers and learning loops.
•  Support safe, timely responses to hazards, with clear escalation routes for urgent/safety matters and accurate resident updates. 
•  Ensure local operational compliance with current consumer regulation expectation on Safety & Quality and resident accountability and influence.
•  Support implementation of Awaab’s Law requirements by ensuring reports of significant damp/mould and emergency hazards are actioned, tracked and escalated within required timescales, and that residents are kept appropriately informed. 
•  Work with internal colleagues/ contractors to ensure fire and safety information and actions are managed and communicated appropriately at a local level (in line with organisational arrangements under fire and safety legislation).Complaints handling, service recovery and learning
•  Oversee stage 1 complaint responses, ensuring quality, timeliness, empathy, remedy/learning focus, and clear records.
•  Ensure the team follows the Housing Ombudsman Complaint Handling Code requirements and contributes to a positive “learning from complaints” culture.
•  Identify themes, drive service improvements, and share learning with relevant internal stakeholders/ contract partners. Leasehold – Operational coordination
•  Provide front-line oversight of leaseholder/ customer enquiries, ensuring timely responses, accurate signposting and appropriate referrals to specialist colleagues where required.
•  Support operational delivery of estate/ communal standards and resident communications affecting leaseholders, ensuring consistency and good record keeping.
•  Assist with local coordination activity linked to service charges/ major works communications as directed, ensuring information is accurate and issued in line with internal governance.Cash Office
•  Ensure safe and complaint delivery of cash/ transactional duties (e.g., receipting, balancing, secure storage, banking arrangements, audit trail, segregation of duties) in line with Sandwell Council financial controls.
•  Monitor adherence, address variances promptly and sure the team is trained and scheduled to maintain service continuity.
•  Act as designated cash supervisor, attending the office from 08:45am at least twice per week, to enable the cash facility for cashiering activities and remaining on site until 5:30pm to complete cash reconciliation and securely transfer monies to the approved security provider. Maintain oversight of financial controls, ensuring compliance with organisational procedures and audit requirements. For the remaining working days, operate with flexibility regarding work location; however, where staffing levels are reduced or service resilience is at risk, the postholder is expected to prioritise on-site presence and provide operational cover to maintain continuity of service.Governance, data quality and compliance
•  Maintain high standards of data accuracy across housing management systems, ensuring actions are recorded contemporaneously and files are audit ready.
•  PFI Contractual Compliance: Ensure all neighbourhood housing activities are delivered in accordance with the PFI contract and associated Output Specification, maintaining robust oversight of performance standards, documentation, and service delivery requirements. Promptly identify and escalate any areas of non-compliance, implementing corrective actions to mitigate risk, recognising that failure to meet contractual obligations may result in financial deductions or penalties to the contract. 
•  Ensure compliance with Riverside policies on information governance, confidentiality, equality/ diversity, safeguarding and health and safety.
•  Contribute to internal audits/ assurance activity, implementing agreed actions and tracking progress.Partnership working and communication
•  Represent the service in local operational meetings with partners/ contractors and internal teams, escalating risks and issues appropriately to the PFI Operations Manager.
•  Support resident engagement locally, encouraging feedback, involvement and transparent communication aligned to consumer standards expectation.Other duties
•  Undertake any other reasonable duties commensurate with the role to support service delivery and organisational priorities.

Person specificationKnowledge, Skills and ExperienceEssential
•  Proven experience delivering front-line housing management services in a social/ affordable housing environment.
•  Experience of supervising or coaching staff, managing workloads, an improving team performance and service quality.
•  Working knowledge of key housing management areas: tenancy management, estate management, ASB, income/ arrears escalation, and customer service.
•  Demonstratable understanding of operating in a regulated environment, including applying policy, maintaining clear records, and responding to complaints effectively.
•  Understanding of current expectations relating to:
RSH consumer standards (effective from 1st of April 2024)
Housing Ombudsman Complaint Handling Code statutory compliance (from April 2024)
Awaab’s Law timescale requirements (from 27 October 2025)
•  Strong written and verbal communication skills, able to produce clear case notes, letters/ responses and management updates.
•  Confident using housing management/ CRM systems and Microsoft Office tools to manage performance information and reporting.
•  Ability to manage risk, remain calm under pressure and make consistent, defensible decisions.

Desirable
•  Professional housing qualification (or working towards) e.g. CIH level or equivalent.
•  Experience working with leaseholders/ service charge related enquiries (front-line interface)
•  Experience working within a contract-led environment (E.g. PFI/ Out sourced repairs) and managing contractor interfaces.
•  Demonstratable experience of leading service improvements based on complaints, audits or performance insight.