Early Intervention Officer

Job Description

Job Title: Early Intervention OfficerContract Type: PermanentSalary: £26,153.96 (£28,739.52 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week, full time  Working Pattern: Monday to Friday  Location: Carlisle 

Please note, we are hiring more than one post.

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 Early Intervention Officer

You will support the Income Collection function to maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs and garage arrears by carrying out early intervention & prevention activity such as providing advice around claiming Universal Credit, processing UC claims in the DWP portal, encouraging rent in advance, setting up digital payment methods and managing Income collection administration such as preparation of court packs. To prevent arrears from escalating by supporting campaigns, managing proactive contact with customers who go into arrears and managing payment arrangements.

About you

We are looking for someone with: 

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
• Proven track record of problem solving.
• Ability to remain calm in a pressurised environment.

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

Role requires you to:

• Manage a caseload of low level arrears, using early intervention and prevention methods to minimise arrears escalating. Ensure prompt and effective outcomes in accordance with policy and procedure, applying the right intervention at the right time, working in collaboration with Income Officers, Housing Services and Tenancy Sustainment Services.
• Manage other low level sundry debts caseloads owed to Riverside which could include garages, recharges, court costs etc
• Manage proactive customer contact delivered via a variety of digital and traditional methods including telephone, letter, e-mail and text.
• Discuss cancelled/expired payment arrangements making affordable agreement which take into account customer income and expenditure. Promote digital payment methods including direct debits and recurring card payments.
• Advise on how to claim benefits and grants which will support residents to make rent payments.
• Monitor the timely receipt of payments for new tenancies and make contact with customers as early as possible to discuss payment options and identify any customer or tenancy support needs, making referrals where appropriate to tenancy sustainment services and other third parties.
• Work in partnership with Income Collection Officers and Housing Services, providing support where required to successfully deliver the right outcomes.
• Carry out account administration including balance transfers, tenant refunds, and write-offs in accordance with legislation and our policies and procedures.
• Support income collection targets and campaigns including, direct debit promotion, static arrears campaigns, rent in advance, text and e-mail campaigns.
• 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

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
• Proven track record of problem solving.
• Ability to remain calm in a pressurised environment.
• 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

 Desirable

• Experience of working in a housing environment.
• Experience of working in a debt collection call centre.
• Knowledge of Universal Credit

Lettings Officer

Job Description

Job Title: Lettings OfficerContract Type: PermanentSalary: £26,153.96 (£28,739.96 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per weekWorking Pattern: Monday to Friday/HybridLocation: 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.

The difference you will make as a Lettings Officer

You will deliver a quality lettings service for social housing, working closely with colleagues from Asset Services, Empty Homes Repairs Delivery teams and Housing Services to ensure that homes are let quickly and appropriately, at the required standard, minimising rent lost through empty homes.

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.

About you

We are looking for someone with

• Demonstrable commitment to Our Riverside Way values.
• Proven ability to show initiative, take ownership of tasks and successfully resolve customer queries.
• A strong customer focus, with excellent written and verbal communication skills. • Experience of working in lettings.
• Proficient in use of Microsoft Office Suite.
• 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

• Deliver end to end management of empty homes, from the point that notice is received (or handover date is received), to the creation of the new tenancy on the housing management system. Work collaboratively with colleagues in Asset Services and Housing Services to ensure that properties are let as quickly as possible, to the required standard.
• Manage notice periods, advising customers of their responsibilities, securing a forwarding address and making arrangements for any arrears to be paid, making arrangements for notice inspections and viewings.
• Manage customer housing applications where Choice-Based Lettings (CBL) and Common Housing Register (CHR) partnership delegate this responsibility to housing providers.
• Advertise and allocate properties in line with lettings policies and strategies, using CBL and CHR partnerships, local nomination arrangements and online advertising as appropriate, ensuring that photographs and information provided about the property are an acceptable quality.
• Carry out appropriate pre-tenancy checks, including an income and expenditure check, to support customers to ensure that they are able to afford the property and referring on for specialist support as appropriate. Take initial rent payments in line with our 'Rent when due' approach, and agree and set up payment plans. Support with on-boarding new customers through the Digital Tenancy Sign Up portal.
• Make appointments as necessary for viewings, sign ups, turn on and tests, liaising with colleagues in other teams.
• Maintain accurate customer records, preparing sign up documentation and creating tenancies in the housing management system, and accurate void management records to ensure that reporting is correct, up to date and reliable. Complete and upload the CORE form for all lettings.
• Establish a positive relationship with new customers, acting as the key point of contact until they have successfully moved in, answering questions and resolving issues to drive high levels of satisfaction with the lettings process.
• Ensure compliance with Group requirements in Health & Safety, Safeguarding, Equality & Diversity and Data Protection.

Person specification

Knowledge, Skills and Experience

Essential

• Demonstrable commitment to Our Riverside Way values.
• Proven ability to show initiative, take ownership of tasks and successfully resolve customer queries.
• A strong customer focus, with excellent written and verbal communication skills. • Experience of working in lettings.
• Proficient in use of Microsoft Office Suite.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same.

Desirable

• Competence in using Open Housing and Salesforce, or CX (Microsoft Dynamics) and CE.

Support Worker

Job Description

Job Title: Support WorkerContract Type: Permanent Salary: £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: 2-week rolling rota of early (7am-3pm), late (2pm-10pm) and flexi shifts, including every other weekend and some bank holidays.Location: Regent House, Chatham

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

About you

• 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?

• 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

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

Income Management Officer

Job Description

Job Title: Income Management Officer Contract Type: Permanent Salary: £30,591.49 (£33,643.59 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week, full time Working Pattern: Monday to Friday 9 - 4.30pmLocation: 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.
 

The difference you will make as an Income Management Officer 

To maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs, garages and court costs by carrying out collection and arrears prevention activity. Acting as case owners ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies.

About you

We are looking for someone with

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Experience of working in a housing environment.
• Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.

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 delivery of the total debt management strategy through prevention, early intervention and effective arrears recovery strategies. Ensure prompt and effective outcomes in in accordance with policy and procedure to apply the right intervention at the right time, working in collaboration with Early Intervention Officers, Housing Services and Tenancy Sustainment Services.
• Proactively manage customer contact including inbound and outbound calls, text messages and other digital channels to carry out effective debt collection and arrears prevention activity.
• Proactively manage customer accounts and use early intervention methods to minimise legal cases. Take an active role in case reviews to ensure all avenues are covered to prevent evictions.
• Ownership and management of legal stage cases. Ensure high quality court documentation and preparation, working in partnership with Housing Officers to achieve the desired outcome and prevent homelessness where possible. Risk assess all legal actions.
• Responsible for achievement of income performance targets; specifically relating to rent arrears recovery and other debts whilst working to sustain tenancies
• Use digital channels of communication as appropriate, including the workflow management system, to escalate decisions and direct tasks to progress debt collection, tenancy sustainment and arrears prevention cases.
• Use data analysis, customer segmentation and profiling tools to identify likely payment patterns and target your contacts accordingly
• Work in partnership with Housing teams to review total debt performance of Housing patches and agree the most appropriate action for customers where arrears are escalating.
• Provide supportive and meaningful advice to customers around welfare reforms and Universal Credit. Signposting where appropriate, to ensure customer understand debt collection requirements, consequences of non-compliance and additional support available from third parties.
• Carry out financial account activity, including taking payments, reviewing customer’s income and expenditure to set affordable payment plans to ensure effective debt collection in line with agreed processes.
• Identify vulnerable customers, particularly those who would benefit from an alternative payment arrangement, making a referral to the appropriate Housing Officer/tenancy sustainment team for a follow-up.
• Negotiate, agree, monitor and review affordable and sustainable payment plans with customers, in line with agreed policy and processes.
• Carry out appropriate checks, including welfare benefit checks, to ensure the appropriate course of action is followed.
• Liaise with Internal and external stakeholders as appropriate to ensure case management is progressed in line with agreed standards, timescales and targets.
• 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

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Experience of working in a housing environment.
• Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
• Proven track record of problem solving.
• Ability to remain calm in a pressurised environment.
• 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

Night Support Assistant

Job Description

Job Title: Night Support Assistant Contract Type: Permanent Salary: 28,155.84 per annum Working Hours: 37.5 hours per week, full time Working Pattern: 20:45 - 08:15 (30-minute unpaid break); 3-4 days a weekLocation: Tile House, 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.

The difference you will make as a Night Support Assistant

You will be key in providing practical and emotional support to vulnerable people to help them sustain their homes and live in the community, monitoring their wellbeing and referring onto more specialist staff if necessary. The priority in your role includes the safety and wellbeing of everyone in our accommodation, including our customers.

Some of your responsibilities will include:

• Providing waking night staff cover at the service on a rota basis which will include weekends and bank holidays
• Complete and coordinate nightly patrols in and out of the building to maintain high standards of security and to attend to customers night time needs including carrying out welfare checks on customers as needed
• Assist in maintaining customer files and ensure accurate and up to date records are kept of support provided to customers in accordance with company policies and procedures
• Participate in handovers with the day staff at the start and end of

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:

• Experience of working with vulnerable adults in either a paid or voluntary capacity
• 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
• 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 Homelessness and Prevention team is friendly, and we love what we do. We are passionate about the high-quality support we provide. Working in care can be demanding, but our colleagues are always kind and compassionate no matter what challenges they encounter. As part of our team you will be doing work you can be proud of, ensuring the safety and happiness of our customers in their home

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:

Service Delivery:

• Provide waking night staff cover at the service on a rota basis including weekend shifts.
• Ensure that the project adheres to all the standards set out by One Support.
• Participate in handovers with the day staff at the start and end of each shift.
• Complete and coordinate nightly patrols in and out of the building (where required) to maintain high standards of security and to attend to customers night time needs.
• Take all reasonable precautions for the health and safety of the project including implementing the fire procedure, room checks and health and Safety Inspections.
• Carry out welfare checks on customers as necessary through out the night

Customer Support:

• To be accessible and responsive at all times to customers concerns and requests for information.
• To assist/enable customers to maintain high standards of health care and personal hygiene.
• Ensure customers are enabled and empowered to get involved in the running of the service through consultation and participation.
• Ensure all customers are fully informed and familiar with local practice and procedures with particular reference to the Health and Safety Regulations, fire drills etc
• Ensure at all times that other team members are aware of relevant issues about the customers.
• Assist in maintaining customer files and ensure accurate and up to date records are kept of support provided to customers in accordance with HCS policies including on the mps IT system.
• Ensure that all customers are fully informed and familiar of changes in local practice and procedures.

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

Knowledge, Skills and Experience

Essential

• Demonstrable experience of working with vulnerable adults, whether in a voluntary or paid capacity
• Good team worker
• Good time management skills
• Good organisational skills
• Ability to motivate and support vulnerable adults
• IT skills including the use of Microsoft packages such as Word
• Ability to manage and maintain administration and recording systems

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: 7 day rolling rota 7am-3pm and 2-pm-10pm including alternate weekendsLocation: The Quays, Crown Quay Lane, Sittingbourne

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 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: 

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

Casual Support Officer

Job Description

Job Title: Casual Support OfficerSalary: £14.44 per hourWorking Hours: As requiredLocation: Westmoor House, 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.

The difference you will make as a Casual Worker- Support Officer

You will contribute to the day-to-day running of one of our supported housing services. The priority in your role includes the safety and wellbeing of everyone in our accommodation, including our customers.

Some of your responsibilities will include:

• Engaging with customers daily to build their trust and encourage them to take part in various activities within the service and wider community.
• Working with customers to raise their awareness of local services and facilities to ensure they have access to training, education, and work.
• Carry out support planning and risk assessments for high need customers with the support of a Support Officer.
• Working with the Specialist Support Officer to arrange and facilitate group sessions or activities.
• Collaborating with relevant community agencies to ensure customers receive appropriate advice and support.
• Ensuring that key performance targets are met and that all customer records are up to date.

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:

• 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?

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.

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

Knowledge, Skills, and Experience

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.

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: Sunday to Monday shift pattern, 8-4, 12-8, 2-10Location: Honor Lea, Lewisham 

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 Officer

You will be key in the day-to-day running of one of our supported housing services. The priority in your role includes the safety and wellbeing of everyone in our accommodation, including our customers.

Some of your responsibilities will include:

• Engaging with customers daily to build their trust and encourage them to take part in various activities within the service and wider community.
• Working with customers to raise their awareness of local services and facilities to ensure they have access to training, education, and work.
• Carry out support planning and risk assessments for high need customers with the support of a Support Officer.
• Working with the Specialist Support Officer to arrange and facilitate group sessions or activities.
• Collaborating with relevant community agencies to ensure customers receive appropriate advice and support.
• Ensuring that key performance targets are met and that all customer records are up to date.

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:

• Experience of working with vulnerable people with a range of needs in a support capacity
• 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

Our Homelessness and Prevention team is friendly, and we love what we do. We are passionate about the high-quality support we provide. Working in care can be demanding, but our colleagues are always kind and compassionate no matter what challenges they encounter. As part of our team you will be doing work you can be proud of, ensuring the safety and happiness of our customers in their home

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 on a rota basis, including out of office hours where necessary
• Comply with all relevant policies & procedures, including but not limited to: Safeguarding, Health & Safety, Customer Care, Equality & Diversity, the Code of Conduct etc.
• Carry out assessment to identify and prioritise 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 & ensure appropriate records are maintained
• Ensure that the service complies with our standing orders & financial regulations
• Adhere to confidentiality policies
• 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.
• Where appropriate, complete all tasks to meet targets towards minimising voids
• In accommodation based services, liaise closely with the Housing Management Team to identify problems with Housing Benefit payments, review rent collection and address other tenancy-related matter
• Support customers to develop the necessary skills to live independently, and to access training, education and work

Person Specification 

Essential

• Good interpersonal skills
• Good level of IT skills and literacy
• Knowledge of the Housing Sector
• Experience of providing support to others in a work, voluntary or personal capacity
• A practical solution focussed approach to problem solving
• Ability to work flexibly and in a busy environment
• Knowledge and understanding of up to date legislation, government frameworks relevant to the customer group
• Understanding of safeguarding children and adults
  

Desirable 

• Demonstrable experience of working with vulnerable adults
• Experience of undertaking customer assessments, support planning and key-working with a clear outcome focus
• Experience of promoting Equality & Diversity
• 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
• IT skills including use of Microsoft packages such as Word

Early Intervention Officer

Job Description

Job Title: Early Intervention OfficerContract Type: PermanentSalary: £26,153.96 (£28,739.52 is achieved after 12 months successful performance in the role)Working Hours: Full Time – 35 HoursWorking Pattern: Monday to Friday 09:30am 17:00pmLocation: Carlisle

Please note, we are hiring more than one post.

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 Early Intervention Officer

You will support the Income Collection function to maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs and garage arrears by carrying out early intervention & prevention activity such as providing advice around claiming Universal Credit, processing UC claims in the DWP portal, encouraging rent in advance, setting up digital payment methods and managing Income collection administration such as preparation of court packs. To prevent arrears from escalating by supporting campaigns, managing proactive contact with customers who go into arrears and managing payment arrangements.

About you

We are looking for someone with: 

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
• Proven track record of problem solving.
• Ability to remain calm in a pressurised environment.

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

Role requires you to:

• Manage a caseload of low level arrears, using early intervention and prevention methods to minimise arrears escalating. Ensure prompt and effective outcomes in accordance with policy and procedure, applying the right intervention at the right time, working in collaboration with Income Officers, Housing Services and Tenancy Sustainment Services.
• Manage other low level sundry debts caseloads owed to Riverside which could include garages, recharges, court costs etc
• Manage proactive customer contact delivered via a variety of digital and traditional methods including telephone, letter, e-mail and text.
• Discuss cancelled/expired payment arrangements making affordable agreement which take into account customer income and expenditure. Promote digital payment methods including direct debits and recurring card payments.
• Advise on how to claim benefits and grants which will support residents to make rent payments.
• Monitor the timely receipt of payments for new tenancies and make contact with customers as early as possible to discuss payment options and identify any customer or tenancy support needs, making referrals where appropriate to tenancy sustainment services and other third parties.
• Work in partnership with Income Collection Officers and Housing Services, providing support where required to successfully deliver the right outcomes.
• Carry out account administration including balance transfers, tenant refunds, and write-offs in accordance with legislation and our policies and procedures.
• Support income collection targets and campaigns including, direct debit promotion, static arrears campaigns, rent in advance, text and e-mail campaigns.
• 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

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
• Proven track record of problem solving.
• Ability to remain calm in a pressurised environment.
• 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

 Desirable

• Experience of working in a housing environment.
• Experience of working in a debt collection call centre.
• Knowledge of Universal Credit

Lettings Officer

Job Description

Job Title: Lettings OfficerContract Type: Fixed Term until 31/03/2026Salary: £26,153.96 (£28,739.52 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per weekWorking Pattern: Monday to Friday- HybridLocation: Speke, 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.

The difference you will make as a Lettings Officer

You will be responsible for delivering a quality lettings service for social housing, working closely with colleagues from Asset Services, Empty Homes Repairs Delivery teams and Housing Services to ensure that homes are let quickly and appropriately at the required standard, minimising rent lost through empty homes. 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.

About you

We are looking for someone with

• Demonstrable commitment to Our Riverside Way values.

• Proven ability to show initiative, take ownership of tasks and successfully resolve customer queries.

• A strong customer focus, with excellent written and verbal communication skills.

• Experience of working in lettings.

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

• Deliver end to end management of empty homes, from the point that notice is received (or handover date is received), to the creation of the new tenancy on the housing management system. Work collaboratively with colleagues in Asset Services and Housing Services to ensure that properties are let as quickly as possible, to the required standard.

• Manage notice periods, advising customers of their responsibilities, securing a forwarding address and making arrangements for any arrears to be paid, making arrangements for notice inspections and viewings.

• Manage customer housing applications where Choice-Based Lettings (CBL) and Common Housing Register (CHR) partnership delegate this responsibility to housing providers.

• Advertise and allocate properties in line with lettings policies and strategies, using CBL and CHR partnerships, local nomination arrangements and online advertising as appropriate, ensuring that photographs and information provided about the property are an acceptable quality.

• Carry out appropriate pre-tenancy checks, including an income and expenditure check, to support customers to ensure that they are able to afford the property and referring on for specialist support as appropriate. Take initial rent payments in line with our 'Rent when due' approach, and agree and set up payment plans. Support with on-boarding new customers through the Digital Tenancy Sign Up portal.

• Make appointments as necessary for viewings, sign ups, turn on and tests, liaising with colleagues in other teams.

• Maintain accurate customer records, preparing sign up documentation and creating tenancies in the housing management system, and accurate void management records to ensure that reporting is correct, up to date and reliable. Complete and upload the CORE form for all lettings.

• Establish a positive relationship with new customers, acting as the key point of contact until they have successfully moved in, answering questions and resolving issues to drive high levels of satisfaction with the lettings process.

• Ensure compliance with Group requirements in Health & Safety, Safeguarding, Equality & Diversity and Data Protection.

Person specification

Knowledge, Skills and Experience

Essential

•Demonstrable commitment to Our Riverside Way values.

• Proven ability to show initiative, take ownership of tasks and successfully resolve customer queries. • A strong customer focus, with excellent written and verbal communication skills.

• Experience of working in lettings.

• Proficient in use of Microsoft Office Suite.

• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.

• Proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same.

Desirable

•Competence in using Open Housing and Salesforce, or CX (Civica) and Microsoft Dynamics

Income and Admin Officer

Job Description

Job Title:  Income and Administration OfficerContract Type:  PermanentSalary:  £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 FridayLocation: 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.

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

Support Officer

Job Description

Job Title: Support OfficerContract Type: PermanentSalary: £25,505.08 per annumWorking Hours: 37.5 hours per week Working Pattern: Rolling Rota with weekends BH, Early/late shifts with late shift ending at 20.00Location: Lewisham Young People, Lewisham

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 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 delivered 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 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. 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 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

Surveyor

Job Description

Job Title: Surveyor Contract Type: Permanent Salary: £43,632.68 per annum Working Hours: 40 hours per week, full time Working Pattern: Monday to Friday, Hybrid Location: Arlington, 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 a Surveyor  

The Surveyor is responsible for carrying out all aspects surveying duties. Conducting detailed surveys, assessments, and evaluations of properties to support the planning and execution of works projects. This role involves providing technical expertise, preparing reports, and ensuring compliance with all relevant standards and regulations

About you

We are looking for someone who

• Experience of carrying out HHSRS and property condition surveys.
• Minimum of HNC/HND Building Studies, Surveying or Estate Management or equivalent.
• In depth understanding of the National Housing Federation Schedule of Rates

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 

• Agree schedules of works and prepare detailed specifications relating to works delivered by subcontractors
• Carry out surveys of properties to identify required repair works, associated materials and estimated timescales for completion, escalating requirements via agreed routes to ensure work is commissioned appropriately and standards are met
• Monitor subcontractor performance and progress of works on site, carrying out work in progress and post inspections to ensure standard of work delivered is to the level expected.
• Review and agree variations of work in accordance with business process and procedures.
• Effectively diagnose property defects and identify the appropriate solution/rectification required.
• Support project delivery for all relevant workstream related works within a designated area, to ensure quality and compliance standards and customer expectations are met.
• Undertake pre, work in progress and post inspection surveys and ensure relevant details are accurately recorded, and maintenance records kept up to date. Identify shortfalls in statutory and regulatory standards, ensuring further works are planned and carried out until standards are met and customer expectations are managed appropriately.
• Effectively diagnose the root causes of Damp and Mould and specify the appropriate resolution.
• Support contract management in accordance with the appropriate form of contract, commissioning appropriate work orders, including monitoring progress to completion, ensuring contract obligations are fulfilled in line with agreed performance frameworks, identifying under performance and escalating via agreed routes as required.
• Processing payments for approved contracted works.
• Manage stakeholder and customer enquiries effectively, providing clear, supportive and accurate advice or signposting as appropriate and escalating complaints and complex queries via the appropriate channels to ensure effective resolution.
• Attend and effectively contribute to contract management meetings
• Support the Contract Management team in maintaining and managing subcontractor key performance indicators.
• Compile a variety of reports such as property condition, stock condition and contractor performance, to a variety of audiences
• Carry out health and safety surveys in line with HHSRS
• Support the operational team in carrying out adhoc surveys when required
• Ensure internal business processes are followed in line with the Group’s policy, procedures and statutory requirements.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
• 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

• Experience of carrying out HHSRS and property condition surveys.
• Minimum of HNC/HND Building Studies, Surveying or Estate Management or equivalent.
• In depth understanding of the National Housing Federation Schedule of Rates
• Effective contract management skills including managing service and maintenance contracts.
• Effective stakeholder management, both internally and external to the organisation, including the ability to successfully persuade and influence others.
• Evidence of using sound judgement when making effective decisions.
• Strong working knowledge and application of cost frame works including schedule of rates.
• Experience of working within Social Housing
• Strong knowledge of construction methods.
• Extensive experience in the building industry, ideally working within a customer focusses housing repair and maintenance team
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Excellent team player who can work flexibly to meet business requirements.

Desirable

• Relevant health and safety qualification e.g. NEBOSH General, or equivalent.
• In order to fulfil the requirements of this role, you will be required to work flexibly.
• It is a requirement that the role holder holds a current, valid UK driving licence.

Relief Worker

Job Description

Job Title: Relief Worker

Salary: £13.17 per hour

Working Hours: As and when required

Location: Laurel Court, Huddersfield 

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.

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

  
  

Quality Assurance and Coaching Manager

Job Description

Job Title: Quality Assurance and Coaching Manager

Contract Type: Permanent 

Salary: £40,992.60 (£45,140.21 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week, full time 

Working Pattern: Monday to Friday, Hybrid 

Location: Liverpool, Speke 

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 Quality Assurance and Coaching Manager 

The Quality Assurance and Coaching Manager is responsible for driving excellence in customer interactions by leading the design, implementation and continuous improvement of quality, assurance and coaching programs. This role ensures that customer-facing colleagues within the Customer Contact & Resolution directorate consistently deliver high-quality service aligned with company standards, customer expectations, and regulatory requirements.
 

About you

We are looking for someone with

• In-depth knowledge of quality assurance methodologies, scoring frameworks, calibration techniques, and compliance standards

• Experience of customer experience metrics such as CSAT, NPS, NetEasy and First Contact Resolution, and their impact on quality and performance

• Awareness of relevant regulatory and industry compliance standards (Housing Ombudsman, Housing Regulator, GDPR, OfCom etc)

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 

• Lead the design, implementation and continuous improvement of quality assurance frameworks within the Customer Contact & Resolution Directorate to ensure consistent, high-quality customer experience
• Oversee the evaluation of agent interactions across all service channels, ensuring compliance with regulatory, operational and customer service standards
• Lead a team of coaches to deliver 121 and group coaching, deliver timely, actionable feedback to colleagues and set smart actions to improve both individual and team performance
• Working collaboratively with CSC, Complaints, Learning & Development and Continuous Improvement teams
• Use data-driven insights to identify performance trends, coaching opportunities, and systemic issues
• Implement tactical and strategical quality assurance interventions based on insights highlighted by your team and stakeholders
• Champion a culture of quality and accountability by providing timely feedback to stakeholders at all levels, internal and external to the Directorate, developing scorecards and support initiatives that improve first contact resolution, customer and colleague satisfaction, and agent performance.

Accountabilities

• Track & monitor Key Performance Indicators (KPIs) – including own teams’ performance to assure stakeholders
• Review outputs and quantify, categorize and prioritize mitigating activities to improve quality assurance results across the Directorate
• Liaise with team and external partners to review outputs, quantify issues, identify mitigations and benefits, and manage/schedule interventions to improve the overall quality within the Directorate
• Schedule and manage regular performance updates, working with CSC and Complaints Operations partners to ensure effective communication of results, interventions and recommendations to support continuous improvement
• Ensure quality assurance processes are documented, and standardized, version controlled and up to date with any changes relating to process, procedure or policy
• Identify opportunities to reduce repeat customer contact, failure demand and avoidable contacts through quality assurance framework and colleague enablement
• Complete tactical assurance activities against repair topics, identified through feedback from your team and quality assurance results
• Maintain, quantify and value recommendations to enable effective prioritization of intervention and improvement opportunities.
• Lead your team to improve agent efficiency by embedding structured coaching sessions focused on call handling, system use, and problem-solving techniques
• Actively engage in VOC group sessions and customer feedback, to identify customer pain points and make changes to existing processes and procedures to make it easier for customers to do business with us
• Actively support each team member’s growth by creating personalized development plans and providing regular coaching and calibration aligned to career goals
• Enhance key skills relevant to your role through targeted learning activities
• Lead your team in adopting and promoting digital channels by increasing agent proficiency with digital tools and encouraging customers to use self-service options
• Support the re-implementation of Live Chat – create a QA process/framework specific to Live Chat, covering evaluation, training, and periodic audits

• Identify automation opportunities for quality assurance processes – working with IT & DB partners

Person specification

Knowledge, Skills and Experience

Essential
 

• In-depth knowledge of quality assurance methodologies, scoring frameworks, calibration techniques, and compliance standards

• Experience of customer experience metrics such as CSAT, NPS, NetEasy and First Contact Resolution, and their impact on quality and performance

• Awareness of relevant regulatory and industry compliance standards (Housing Ombudsman, Housing Regulator, GDPR, OfCom etc)

• Understanding of performance management, coaching methodologies, and continuous improvement principles (e.g. Lean, Six Sigma)

• Excellent analytical and problem-solving skills with the ability to interpret QA and VoC data to drive insights

• Strong leadership and stakeholder engagement skills with the ability to influence cross-functional teams

• High attention to detail, consistency, and objectivity in assessment and evaluation

• Excellent communication skills – both written and verbal – for feedback delivery, reporting, and training

• Proficient in QA systems, CRM platforms (Salesforce) and data tools (e.g. Excel, PowerBI, Tableau, or equivalent)

• Experience using customer feedback (e.g. surveys, complaints, VoC data) to inform QA practices and service enhancements

• Ability to design and deliver agent coaching, training and support, and QA calibration sessions

• Demonstrable experience designing and improving QA frameworks and evaluation criteria within a large-scale Contact Centre and complaints operation

• Track record of managing or supporting large-scale QA and training initiatives or service improvement programs

• Experience in leading a QA or training team or managing QA/training process in a multi-channel or omni-channel environment

Desirable

• Professional quality assurance, training or continuous improvement qualification – or willingness to work towards further professional qualifications.

Customer Involvement & Engagement Officer

Job Description

Job Title: Customer Engagement Officer 

Contract Type: permanent 

Salary: £29,169 (£32,072.85 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week

Working Pattern: Monday-Friday daytime flexible hours. Occasional evening online meeting.

Location: Carlisle, 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.

The difference you will make as Customer Engagement Officer 

The Customer Engagement Officer will support national and regional engagement activities and group meetings as part of the Seven Steps Framework. They will support customers across the North region (Cumbria, North East and Hull) to link in to involvement and digital engagement opportunities, to ensure that the voices of Northern customers are influencing services, policy and strategy. In this role you will support the delivery of the Customer Involvement and Engagement Strategy and General Needs Strategy that seeks to coproduce a customer engagement framework, grow the numbers of General Needs customers involved significantly and embed a strong customer involvement approach as business as usual across the Riverside group. Ideally in this role you will be working in partnership with General Needs teams to design and deliver meaningful opportunities for customers to inform service design and delivery, including service scrutiny, staff recruitment, contract specification and consultation.

About you

We are looking for someone with:

• Demonstrable commitment to Our Riverside Way values.

• Proven track record of delivering a high-quality customer engagement function.

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.

• Able to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.

• Proven track record of successfully solving difficult problems.

• 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
• 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

Support the Customer Involvement & Engagement Team to deliver a best practice customer involvement service for Riverside that is representative and inclusive of Riverside’s diverse customer base and offers a wide range of opportunities to get involved and have a say.

The Customer Involvement and Engagement team are a national and strategic function that supports Riverside to meet its obligations to customers under the Transparency, Influence and Accountability Standard. We work with colleagues in neighbourhoods and schemes right through to Senior Management and Committees to ensure that the customer voice is heard and has influence across the business.

Our focus is on delivering customer involvement and engagement opportunities that customers have told us they want and harnessing the customer insight for use in continuous improvement and decision making. We work directly with customers to build their knowledge and capability to enable them to contribute equally in key business decisions and scrutinise policies and services, in accordance with the Group’s strategic objectives.

The Customer Involvement and Engagement team are expected to 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.

Role requires you to:

• Support the delivery of the Customer Involvement and Engagement Strategy and General Needs Strategy that seeks to coproduce a customer engagement framework, grow the numbers of General Needs customers involved significantly and embed a strong customer involvement approach as business as usual across the Riverside group.

• Work in partnership with General Needs teams to design and deliver meaningful opportunities for customers to inform service design and delivery, including service scrutiny, staff recruitment, contract specification and consultation.

• Engage with customers and the communities in which we work, ensuring that the ‘customer voice’ is heard throughout the business and within Riverside’s Governance structure.

• Work with the Customer Involvement & Engagement team in the delivery of customer involvement and engagement activities to meet the regulatory standards and Together with Tenants commitments, striving to deliver a ‘best in class’ service. Work with customers to undertake regular assessments of our performance against the standards with recommendations for continuous improvement.

• Take a lead on key groups and aspects of the Customer Engagement Framework specific to General Needs customers. Adopt an outcome focused approach in the design of activities to capture learning from customer feedback, ensuring customer-centric service design that delivers a great customer experience. Report on outcomes with recommendations for continuous improvement.

• Work with the team to recruit and grow our involved and engaged customer groups across the business, from a range of tenures and representative of our General Needs customer profile.

• Support the development and delivery of a customer learning and development plan, tailored to individual requirements and preferences, which builds knowledge and capability to ensure they can participate fully as equal partners.

• Take a ‘value for money’ approach to the design and delivery of customer involvement and engagement activities, demonstrating the return on investment through value added outcomes.

• Represent the Group, as directed, at relevant benchmarking forums, meetings with professional bodies and other external stakeholder groups where attendance provides an opportunity to learn from others and progress organisational strategic objectives.

Person specification

Essential

• Demonstrable commitment to Our Riverside Way values.

• Proven track record of delivering a high-quality customer engagement function.

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.

• Able to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.

• Proven track record of successfully solving difficult problems.

• Excellent team player who can work flexibly to meet business requirements.

• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.

• Proficient use of a range of IT packages including Microsoft 365.

• Proficient understanding of social media platforms, digital communications and working with digital communities.

Desirable

• Evidence of continued professional development.

• Experience of engagement work with General Needs customers

• Experience of customer communications and digital engagement.

Housing Litigation Solicitor Lead

Job Description

Job Title: Housing Litigation Solicitor-Disrepair Lead Contract Type: PermanentSalary: £55,191 Per Annum (£61,000 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per weekWorking Pattern: Monday to Friday, HybridLocation: 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.

The difference you will make as a Housing Litigation Solicitor- Disrepair Lead

The Housing Litigation Solicitor Lead will be part of the in-house Riverside legal team that supports with the provision of high quality, well-judged and informed legal advice to the operational business in relation to its housing management functions and housing litigation.

This lead post will manage a small team working with our Asset Strategy & Delivery colleagues to ensure that all casework is well managed and dealt with in an efficient and cost-effective manner.

The post-holder will also be accountable to ensure that the business’ regulatory, legislative and common law obligations are met and raise awareness of developments within the sector, identify risk and provide training as required to the business.

The Housing Litigation Solicitor Lead will be an effective business partner to key internal and external stakeholders creating a team of collaboration and engagement that aligns with the overall Corporate Strategy of Riverside.

There will be the opportunity for the post-holder to manage some matters that fall under other sub-teams (such as tenancy/licence breaches in Care and Support and Social Housing) if they wish. There will also be an expectation that some types of matters that do not fall within Asset Strategy & Delivery work, such as money claims, will be picked up by the post-holder with their team, as and when required.

About you

We are looking for someone who has:

• A Degree from a recognised UK university or equivalent (or qualification gained from a non-UK university).
• A Professional legal qualification as recognised by the Solicitors Regulation Authority or equivalent body.
• A Strong technical experience in dealing with a housing disrepair matters (as set out under role requirement), either on the Claimant or Defendant side.

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 avoid disappointment.

Role Profile 

As a Housing Litigation Solicitor Disrepair Lead, you will be responsible for

• Supporting the Housing Litigation Team with identifying and delivering training for Asset Strategy & Delivery colleagues to upskill colleagues and promoting a knowledgeable workforce.
• Supporting the Housing Litigation Team with the improvement of systems and processes used within the Legal Team to deliver a value-for-money service.
• Supporting our Asset Strategy & Delivery colleagues with the improvement of systems and processes used to deliver excellent customer service first time.
• Support the Housing Litigation Team with maintaining their case management system and any other databases used for auditing purposes.
• Supporting the Legal Team to ensure that risks to the business are appropriately managed. Ask the right questions at the right time, appropriately challenging the business where required.
• Working in partnership with Asset Strategy & Delivery colleagues and attend business partner meetings with that team. Assist the Housing Litigation Team to maintain strong working relationships with internal stakeholders across the business.
• Being an excellent ambassador for the team and supporting the business positively and constructively in achieving its corporate objectives.
• Adhering to the business’ policies and procedures.
• Assisting in applying robust reporting processes and helping the Housing Litigation Team develop good quality management information to demonstrate the impact of the Legal Team more generally.
• Managing the allocation of work within the Disrepair sub-team.
• Monitoring external legal spend for Disrepair legal work to ensure that annual budgets are not exceeded.
• Supporting the Legal Team with developing and maintaining their internal intranet page.

People and Management

• To lead and manage your team, mentoring and coaching them to provide a high quality, customer-focused service to all stakeholders.
• To undertake all People Essentials activities, for example, but not limited to, regular 1 to 1s, authorise absences, support recruitment activities and ensure mandatory learning is completed on time.
• To provide direction and support to your team with the assistance of the Senior Housing Litigation Solicitor by setting improvement targets, reviewing work outputs, and appraising individual performance.
• To inspire and engage with all colleagues within Corporate Services to create a working environment which influences effective wellbeing, performance and development.
• Champion a performance culture and continuously evaluate the performance and development of your team.
• To conduct regular needs assessment of the team’s offering to internal stakeholders to ensure the team is responding to the changing needs of the organisation.
• 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 can bring their whole self to work.
• Support and enable colleagues within your team and the wider directorate to participate and fulfil their obligations in the Our Riverside Voice Forum.

Learning and development 

• Develop knowledge of new areas of law if required to support the Housing Litigation Team in delivering high-quality legal advice.
• Work towards personal and team objectives and attend training opportunities, as required.

Other Information

• All colleagues will be required to comply fully with all Group policies and procedures.
• All colleagues will be required to comply with and champion the Equal Opportunities and Diversity Policy.
• All colleagues will be required to comply with the Data Protection Act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public).
• All colleagues will be required to carry out any other reasonable duties as required.
• 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.
• 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.
• This is a hybrid role with remote working but the expectation to attend head office in Speke, Liverpool and/or any other TRGL offices, in accordance with the demands of the business.

Person specification

Knowledge, Skills and Experience

Essential

• Degree from a recognised UK university or equivalent (or qualification gained from a non-UK university).
• Professional legal qualification as recognised by the Solicitors Regulation Authority or equivalent body.
• Strong technical experience in dealing with a housing disrepair matters (as set out under role requirement), either on the Claimant or Defendant side.
• Experience of successfully managing a caseload achieving excellent outcomes.
• Knowledge of the pre-action protocols for dealing with housing conditions claims, as well as the Civil Procedure Rules.
• Knowledge of the relevant statutory, regulatory and common law applicable to the housing management functions of a social landlord, and the provision of regulated social and affordable housing.
• Practical awareness and/or experience of the Data Protection Act 2018.
• Can demonstrate having worked successfully in a complex organisation.
• Excellent written and oral communication skills and confident in advocacy.
• Excellent database management skills.
• High level of IT literacy and excellent research skills.
• Ability to build strong working relationships within TRGL, the wider Group and with external stakeholders and advisers.
• Excellent attention to detail and organisational skills. Ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Outcome focussed with strong analytical skills, including the ability to analyse, sort and summarise information.
• Ability to work independently, using own initiative, taking ownership for decision-making and proposing solutions to issues identified.
• Ability to take ownership for workload.
• Can demonstrate a high level of motivation, resilience, and commitment to provide a high performing service and team.
• Excellent team player who can work flexibly to meet business requirements.
• Commercially aware with a strong focus on continuous improvement, risk management and good governance.
• Customer focussed and ability to engage with internal and external stakeholders alike in an honest and transparent manner to inspire confidence, trust, and respect.
• Ability to influence and inspire others to work innovatively and proactively.
• Can demonstrate a commitment to Equality, Diversity, and Inclusion in the workplace and in the delivery of legal services.
• Commitment to continual professional and personal development within TRGL’s Legal Team on a long-term basis.

Desirable

Experience of working in the social housing sector, ideally in or for a housing association or local authority, or for tenants in private practice.

Business Analyst

Job Description

Job Title: Business Analyst (Asset Services Domain)Contract Type: Fixed Term for 6 monthsSalary: £55,441 (£61,109 is achieved after 12 months successful performance in the role)Working Hours: Full time 35 hoursWorking Pattern: Monday to Friday- HybridLocation: Speke, 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.

The difference you will make as a Business Analyst 

As a Business Analyst you will be responsible for analysing complex business problems and supporting the design of new solutions, products and services to support the Riverside Transformation Portfolio.

Your primary skills will be analysis and problem solving and you will be an experienced change professional who can support the project team by applying a “can-do” attitude, being able to manage the delivery of all types of small to medium change.

You work as part of a project team with responsibility for undertaking in-depth analysis and capturing business needs to help identify products and services that provide business solutions to complex problems.

Combined with highly complex and analytical skills in designing ‘As-Is’ and ‘To-Be’ processes department driving process automation and designing creative solutions that meet the needs of the business.

You will be versatile; team focussed and apply a can-do attitude so that the team deliver quality outcomes and products on time.

About you

We are looking for someone with experience of working as a Business Analyst as part of a project team in delivering a fast pace in a changeable environment. You will have a strong understanding of the housing sector and in particular Asset Services. You will be a confident Business Analyst with the ability to manage stakeholders at all levels of the business and be confident in facilitating workshops, requirement gathering and working across teams to implement design and deliver solutions.

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 avoid disappointment.

Role Profile

• Work as part of a cross-functional team with responsibility for supporting the design of new designs and capabilities through analysis.
• Facilitate collaborative workshops with team members, business stakeholders and customers to define the current state and future business requirements enabling the design, selection and build of business solutions that drive business and customer value.
• Capture business needs through a range of analytical techniques and translate them into user stories, epics, process diagrams and requirement documentation.
• Closely collaborate with the Design, Delivery and Architecture Communities to understand business goals, strategic drivers and product roadmaps to develop solutions that enhance the organisations operating model and delivers against expected outcomes and benefits of the business.
• Design and implement lean business processes and maintain relevant documentation.
• Work to break down large initiatives and design for iterative delivery to enable the team to deliver value sooner.
• Self-organise and adopt new ways of delivering analysis.
• Work Closely with the Project Manager and with your team and the business to continuously review that work is prioritised against business needs.

Person specification Knowledge, Skills and Experience Essential

• Experience of working as part of a project team as a Business Analyst
• Strong understanding housing and asset processes
• Hands-on experience with Visio and understanding the design of process flows.
• Demonstrable experience in facilitating workshops to document processes and gather requirements with stakeholders.
• Ability to influence stakeholders at all levels and work closely with them to identify acceptable solutions to business problems.
• Proven team player and self-starter who is also able to work autonomously

Desirable

• Certified Business Analysis Professional.
• Specific functional expertise & knowledge relevant to the business area.

BI Analyst

Job Description

Contract Type: 12 months Fixed Term ContractSalary: £41,754.55 (£45,981.71 is achieved after 12 months successful performance in the role) Working Hours: 35 hours per week Working Pattern: Monday to Friday/hybridLocation: Speke, 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.

The difference you will make as a BI Analyst

You will analyse and present business information (BI) that is timely and accurate to support the delivery of intelligent business information through a range of mechanisms, in particular self-serve tools for use by colleagues. Support colleagues with their management and performance information requirements and develop and maintain operational data models to underpin operational and planning activities

About you

We are looking for someone with

· Experience of Business Information and performance reporting production in a medium to large organisation.

· Experience of using business intelligence tools and data visualisation techniques appropriate to the audience and subject matter.

· Experience of the analysis of data in the provision of meaningful intelligence

· Advanced user of Excel with proven capability of handling large, complex data sets.

· Experience of using a range of analytical techniques, from basic to advanced and understanding of appropriateness of use.

· Ability to understand the business’s BI requirements and succinctly articulate these back and to colleagues in technical roles who will be required to support..

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. If required

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

Role Profile

· Interpret operational and strategic BI requirements to identify and mine relevant data sources and advise colleagues on improvement opportunities.

· Collaborate with data owners and subject matter experts across the Group to design, develop and build appropriate tools to present routine BI analysis to support the Group’s Performance Management Framework and operational management of the business.

· Provide bespoke analysis and technical expertise in appropriate analysis and visualisation techniques to support colleagues across the business with scrutinising data.

· Support continuous improvement through routine and bespoke analysis to identify opportunities and ensure that the principles of data integrity adopted by the organisation are embedded in reporting frameworks.

· Escalate issues with data accuracy or system usage to the appropriate channel to ensure prompt and satisfactory resolution.

· Develop and maintain data models to underpin day-to-day operational and planning activities.

· Work closely with colleagues in the Insight Team to maximise the use of existing self-serve tools and bring together Riverside-wide data to provide comprehensive analysis.

· Develop and maintain relationships with external partners in the provision of business intelligence systems to and ensure tools are maximised and that providers deliver services that meet time and quality agreements/expectations.

· Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

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

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

Person specification

Knowledge, Skills and Experience

Essential

· Experience of Business Information and performance reporting production in a medium to large organisation.

· Experience of using business intelligence tools and data visualisation techniques appropriate to the audience and subject matter.

· Experience of the analysis of data in the provision of meaningful intelligence

· Advanced user of Excel with proven capability of handling large, complex data sets.

· Experience of using a range of analytical techniques, from basic to advanced and understanding of appropriateness of use.

· Ability to understand the business’s BI requirements and succinctly articulate these back and to colleagues in technical roles who will be required to support

· Understanding of the business imperative behind accurate regulatory reporting and other compliance reporting requirements.

· Results focused with the ability to take ownership of tasks.

· Excellent team player who can work flexibly to meet business requirements.

· Excellent attention to detail with the ability to work accurately under pressure, deliver to strict deadlines and manage conflicting priorities.

· Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.

· Commercially aware with a focus on continuous improvement

Desirable

· Degree or equivalent in a subject with strong data analysis component or equivalent experience

· Experience of developing complex data models for operational use within a business

· Experience of the production of data definitions

· Experience of external data submissions

Housing Litigation Solicitor

Job Description

Job Title: Housing Litigation Solicitor (Social Housing)Contract Type: PermanentSalary: £47,931.84 per annum (£52,920.80 is achieved after 12 months successful performance in the role)Working Hours:  Full Time – 35 HoursWorking Pattern: Monday to Friday Location: Speke, 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.

The difference you will make as an Housing Litigation Solicitor

The Riverside Group Limited (TRGL) has a requirement for a Housing Litigation Solicitor who will be part of and support the in-house Legal Team with the provision of high quality, well-judged and informed legal advice to the operational business in relation to its housing management functions and housing litigation.

To ensure that all casework is well managed and dealt with in an efficient and cost-effective manner, ensure that the business’ regulatory, legislative and common law obligations are met. To raise awareness of developments within the sector, identify risk and provide training as required to the business, be an effective business partner to key internal stakeholders within the business who require support and advice in respect of their housing management operations and housing litigation.

This role is specific to supporting our Social Housing Team, however, subject to business need there may be a requirement to assist with other business areas and conduct work not set out under ‘accountabilities’ below, such as disrepair, building compliance, compensation requests, complaints.

About you

We are looking for someone who:

• Degree from a recognised UK university or equivalent (or qualification gained from a non-UK university).
• Professional legal qualification as recognised by the Solicitors Regulation Authority or equivalent body.
• Strong technical experience in dealing with a wide range of non-contentious housing management matters and contentious landlord and tenant matters (including tenancy management issues, anti-social behaviour, possession, Injunctions and contempt of Court applications), either on the Claimant or Defendant side.
• Experience of successfully managing a large caseload successfully, achieving excellent outcomes.

Why Riverside?

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

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

Working with us, you’ll enjoy:

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

Diversity and Inclusion at Riverside: 

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

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

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

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

Role Profile 

Accountabilities or “What You Have to Do”

Legal Advice

• Conduct contentious casework to provide high quality, responsive and consistent legal advice on housing management matters, disputes, and housing litigation across the business, including but not limited to: 
  • Anti-Social Behaviour cases
  • Possession proceedings (unauthorised subletting/tenancy fraud/unauthorised occupiers/trespass)
  • Injunctions
  • Contempt of Court applications
• Provision of high-quality legal advice on non-contentious housing matters including but not limited to assignment, succession, mutual exchange, service charges, persons left in occupation, Equality Act 2010.
• Manage a caseload of contentious and non-contentious matters with a view to ensuring sensible outcomes for the business.
• Attend and represent the business at Court as required.

Role in the team 

• Support the Housing Litigation Team to reduce spend on external legal advice by carefully managing external instructions.
• Support the Housing Litigation Team with identifying and delivering training for the wider business to upskill colleagues and promote a knowledgeable workforce.
• Support the Housing Litigation Team with the improvement of systems and processes used within the Legal Team and the wider business to deliver a value-for-money service.
• Support the Housing Litigation Team with maintaining their case management system and any other databases used for auditing purposes.
• Support the Legal Team to ensure that risks to the business are appropriately managed. Ask the right questions at the right time, appropriately challenging the business where required.
• Work in partnership with other teams within the business and attend business partner meetings with the Housing Litigation Team’s key internal stakeholders. Assist the Housing Litigation Team to maintain strong working relationships with internal stakeholders across the business.
• Be an excellent ambassador for the team and support the business positively and constructively in achieving its corporate objectives.
• Adhere to the business’ policies and procedures.
• Assist in applying robust reporting processes and help the Senior Housing Litigation Solicitor develop good quality management information to demonstrate the impact of the Legal Team.

Learning and development 

• Develop knowledge of new areas of law if required, in order to support the Housing Litigation Team in delivering high-quality legal advice.
• Work towards personal and team objectives and attend training opportunities, as required.

Person specification

Knowledge, Skills and Experience

Essential

• Degree from a recognised UK university or equivalent (or qualification gained from a non-UK university).
• Professional legal qualification as recognised by the Solicitors Regulation Authority or equivalent body.
• Strong technical experience in dealing with a wide range of non-contentious housing management matters and contentious landlord and tenant matters (including tenancy management issues, anti-social behaviour, possession, Injunctions and contempt of Court applications), either on the Claimant or Defendant side.
• Experience of successfully managing a large caseload successfully, achieving excellent outcomes.
• Knowledge of the pre-action protocols and Civil Procedure Rules.
• Knowledge of the relevant statutory, regulatory and common law applicable to the housing management functions of a social landlord, and the provision of regulated social and affordable housing.
• Practical awareness and/or experience of the Data Protection Act 2018.
• Can demonstrate having worked successfully in a complex organisation.
• Excellent written and oral communication skills and confident in advocacy.
• Excellent database management skills and experience of using a case management system.
• High level of IT literacy and excellent research skills.
• Ability to build strong working relationships within TRGL, the wider Group and with external stakeholders and advisers.
• Excellent attention to detail and organisational skills. Ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Outcome focussed with strong analytical skills, including the ability to analyse, sort and summarise information.
• Ability to work independently, using own initiative, taking ownership for decision-making and proposing solutions to issues identified.
• Ability to take ownership for workload.
• Can demonstrate a high level of motivation, resilience, and commitment to provide a high performing service.
• Excellent team player who can work flexibly to meet business requirements.
• Commercially aware with a strong focus on continuous improvement, risk management and good governance.
• Customer focussed and ability to engage with internal and external stakeholders alike in an honest and transparent manner to inspire confidence, trust, and respect.
• Ability to influence and inspire others to work innovatively and proactively.
• Can demonstrate a commitment to Equality, Diversity, and Inclusion in the workplace and in the delivery of legal services.
• Commitment to continual professional and personal development within TRGL Legal Team on a long-term basis.

Desirable 

Experience of working in the social housing sector, ideally in or for a housing association or local authority, or for tenants in private practice

Additional Information

• This is a hybrid role with remote working but the expectation to attend head office in Speke, Liverpool and/or any other TRGL offices, in accordance with the demands of the business.
• The Group has offices across the UK and on this basis, they may be the rare occasion that the role holder travels 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.
• 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.

Support Worker - Female Only

Job Description

Job Title:  Support Worker - FEMALE ONLYContract 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 per weekWorking Pattern:  5 week rolling rota working shifts Monday to Sunday between 07.30 and 22.00Location: The Beeches. Fallowfield, 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.

FEMALE ONLY APPLICANTS:Schedule 9 (1a) of the Equality Act 2010 applies to this position. There is a genuine occupational requirement for the post holder to be female only. This role will be placed at female only services and because of this we will be interviewing female applicants only.

The difference you will make as a 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 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

Support Worker

Job Description

Job Title: Support Worker

Contract Type: Permanent

Salary: £26,549.63 (£27,722.51 is achieved after 18 months successful performance in the role)

Working Hours: 37.5 hours per week

Working Pattern: 7 day cover, flexible shifts

Location: Newbury House, 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 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
• 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

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

Regional Administrator

Job Description

Job Title: Regional AdministratorContract Type: Fixed Term Contract for 12 monthsSalary: £26,549.63 Per Annum (£27,722.51 Per Annum is achieved after 18 months successful performance in the role)Working Hours: 37.5 hours per weekWorking Pattern: Monday-Friday, HybridLocation: 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 Regional Administrator

As Regional Administrator within our Care and Support division, you will work collaboratively as part of a dedicated team to ensure the smooth operational management of our care and support services. Your role will focus on providing exceptional administrative support to Riverside Regions, fostering a culture of performance, compliance, and customer satisfaction.

About you

We are looking for someone with:

• Experience in delivering customer-focused service and working in an administrative role.
• Proficiency in Microsoft applications, including PowerPoint and Excel.

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

• Deliver responsive customer service, adhering to Riverside Service Style standards, and promptly addressing requests for information.
• Communicate on behalf of the Regional Operations Manager with internal and external stakeholders through various channels.
• Provide administrative support to ensure operational deadlines are met and regional information returns are collated and submitted on time.
• Assist operational teams in achieving performance goals by providing regional performance reports.
• Support regional compliance efforts across all business aspects.
• Work confidentially with management and HR teams on sensitive HR-related matters.
• Manage the regional on-call rota and provide personal administration support as needed.
• Organize meetings, compile papers, and draft minutes.
• Coordinate training sessions within the region and manage attendees' travel arrangements.
• Handle room bookings, order lunches, and manage central filing systems.

Service Delivery:

• Facilitate the referral process and contribute to the delivery of housing management services.
• Work with customers to maintain a safe environment and report repairs and safety concerns.
• Assist with day-to-day administrative and operational duties.

Additional Duties:

• Undertake fire marshal duties and assist with office service contracts and health & safety management.
• Manage office supplies, financial administration systems, and office/regional budget.
• Develop and implement new administrative systems to enhance efficiency.
• Undertake occasional travel within the region.
• Adhere to corporate policies and procedures and promote equality and diversity in all aspects of work.

Core Values

• Deliver a high-quality, customer-oriented service, championing Riverside Service Style.
• Understand how your role contributes to the organization's overall purpose and be accountable for efficient delivery.
• Adhere to best practices in meeting Health and Safety legislation requirements.

Other Information

• Flexibility in working hours may be required to meet business needs.
• Maintain confidentiality regarding sensitive information.
• Commitment to equal opportunities and non-discriminatory practices.
• 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.
• 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 in delivering customer-focused service and working in an administrative role.
• Proficiency in Microsoft applications, including PowerPoint and Excel.

Housing Officer

Job Description

Job Title:  Housing Officer

Contract Type: Permanent

Salary: £26,549.63 Per annum (pro rata) (£27,722.51 is achieved after 18 months successful performance in the role)

Working Hours: Part Time – 30 Hours

Working Pattern: Monday to Thursday 

Location: The Springs, Cambridge

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
Working collaboratively as part of a committed team that puts the customer first by delivering an outstanding housing management service across several defined properties, you will 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:
•    Experience of working within housing management
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs 
•    Previous experience in positively resolving incidents

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 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 agreement
Deliver 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 specificationEssential
•    An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs
•    Experience of working within house 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

Media Relations Partner

Job Description

Job Title: Media relations partnerContract Type: Fixed-Term Contract – 12 MonthsSalary: £35,641.63 (£39,226.75 is achieved after 12 months successful performance in the role)Working Hours:  Full Time – 35 HoursWorking Pattern: Monday to FridayLocation: Liverpool / HybridIf 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 Media relations partner
You will be joining a high-performing and politically engaged external affairs and policy team that sits at the centre of the organisation in the Strategy & Corporate Services Directorate. The role will play a crucial part in managing and promoting the organisation’s reputation at a vital and exciting time for the sector. You will be instrumental in creating compelling communication campaigns and enhancing our reputation, placing Riverside as one of the strongest and most respected voices in the sector.
You will support the delivery of the organisation’s external affairs plan and enhance the reputation of Riverside with its customers and stakeholders, by co-ordinating its relationship with local, regional, sector and national media. 
You’ll have the freedom and backing of your team to make this role your own and the opportunity to deepen your knowledge of the social housing and homelessness sectors.

About you
We are looking for someone with
•    Experience in any or a combination of the following fields: public relations, external/public affairs or journalism. 
•    Experience working with or within the media. 
•    Experience working with social media platforms. 
•    Comfortable and confident working with senior leaders

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.
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 
•    Deliver media relations campaigns that develop Riverside’s brand and reflect our values. 
•    Work with the external affairs and policy team, wider strategy and communications department and senior directors to provide responses to media enquiries ensuring journalists receive timely and accurate information.
•    Pitch positive news stories and secure coverage that communicate key Riverside objectives & messages in local, regional, national and trade media. 
•    Research case studies and analyse data to generate storylines that can raise the pro-file of Riverside, our schemes and our customers.
•    Develop assets such as press releases and social media content to support campaigns. 
•    Create and maintain media lists and manage press release distribution through our media monitoring software. 
•    Build and grow working relationships with the media. 
•    Maintain an understanding of the evolving housing policy landscape. 
•    Monitor and evaluate coverage, including audience, key messages and data analysis to inform 
planning and future campaigns and supply key KPI to the executive team’s media re-port. 
•    Work with colleagues across the wider Strategy and Communications Department to develop a positive culture of support and collaboration, contributing proactively to team meetings and events.
•    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.
•    Ensure that all work is undertaken in a way which supports and promotes Riverside’s Values, and reinforces The Group’s commitment to equality, diversity and inclusion.
•    Deliver media training to improve colleagues awareness of the media, reputation management and the role of the External Affairs and Policy team. 
•    Monitor relevant sector or breaking news to brief senior colleagues and respond with relevant and timely commentary where appropriate. 
•    Undertake other duties or special projects as defined by the Head of External Affairs and Policy.

Person specificationKnowledge, Skills and ExperienceEssential
•    Experience in any or a combination of the following fields: public relations, external/public affairs or journalism. 
•    Experience working with or within the media. 
•    Experience working with social media platforms. 
•    Comfortable and confident working with senior leaders. 
•    Experience of drafting press releases and media responses/ briefings. 
•    Exceptional written English, suitable for a range of external audiences. 
•    Excellent interpersonal, communication and influencing skills.
•    Excellent writing and editing skills with a high attention to detail.
•    Experience of working within a team environment, focusing on partnership and sup-port to achieve project aims and objectives. 
•    Demonstrable experience of creating clear, concise, accessible written materials.
•    Outcome-focused approach.

Desirable
•    Experience of working in a housing-related or not-for-profit environment would be an advantage.
•    Experience of planning and delivering integrated media campaigns or other engage-ment campaigns.
•    Relevant media contacts or demonstrable experience of building and maintaining a network of contacts.
 

Relief Worker

Job Description

Job Title:  Relief WorkerSalary: £13.17 per hourWorking Hours: As and when requiredLocation: Redwood Glades, Hull

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.

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 matter
• 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

Health Safety and Environmental (HSE) Business Partner

Job Description

Job Title: Health Safety and Environmental (HSE) Business PartnerContract Type: Permanent Salary: £49,699.82 £54,763.04 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per weekWorking 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.

The difference you will make as Health Safety and Environmental (HSE) Business Partner

In this role you will Champion Health, Safety, and Environment across the Group, ensuring HSE risks are effectively managed to protect our People, our Customers, and our Homes. This role plays a critical part in delivering safety within a strategic risk area, supporting the Group’s ambition to create safe, sustainable environments for colleagues and customers, while safeguarding the places our customers live in and promoting responsible, sustainable practices.

About you

We are looking for someone with these below skills:

• Experience HSE assurance within a large, dispersed organisation.
• Level 5/6 HSE qualification.
• Demonstrable experience conducting excellent quality investigations and implementing control measures.

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.

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 avoid disappointment.

Role Profile 

• Champion Health, Safety, and Environment across the Group, ensuring HSE risks are effectively managed to protect our People, our Customers, and our Homes. This role plays a critical part in delivering safety within a strategic risk area, supporting the Group’s ambition to create safe, sustainable environments for colleagues and customers, while safeguarding the places our customers live in and promoting responsible, sustainable practices.
• Be the HSE support to colleagues at all levels in the assigned risk area to ensure they operate safely and understand their personal responsibility for themselves and their direct reports.
• Ensure all parts of the Group follow the Safety-First philosophy and adopt the Riverside safety operating model of Accountable Risk Leads (ARLs).
• Support Accountable Risk Leads in delivering against their risk framework.
• Support the delivery of assurance and audit frameworks both internally and externally to ensure that our HSE management system meets the highest standards.
• Regularly monitor the groups online accident book (SAW-IT system) and ensure business areas understand how to use it and adhere to the groups incident reporting policy. Ensure major incidents are escalated to the HSE Lead immediately and lead the oversight and response to major HSE incidents across the Group, ensuring robust investigations are conducted to identify root causes and drive continuous improvement.
• Deliver assurance reviews that confirm compliance with Group standards and regulatory requirements.
• Support the group in meeting its Legal obligations and that Group policies and procedures are known and adhered to.
• Provide ARLs with targeted HSE performance data to drive improvements, enable scrutiny, and hold risk owners to account, ensuring safety plans are in place and delivering impact
• Ensure that Risk Assessments are in place to protect our colleagues and customers.
• The role will report directly to the HSE Lead and will work across the designated risk area to develop and assist in the implementation and governance of all HSE strategies, plans, policies, procedures, guidance, KPIs, reports, records, and actions.

Role requires you to:

• Drive our Safety-First Culture across all parts of the Group, ensuring the safety of our Customers, our People, and our Homes are prioritized at every operational level, driving our golden thread of HSE through consistent behaviors, standards, and leadership.
• Proactively support ARLs in delivering their responsibility for their assigned risk area, providing competent advice, and helping them to establish robust health and safety good practices.
• Ensure that risk areas are audited as part of 3^rdline of defence for H&S.
• Support achieving and maintaining ISO accreditations across all parts of the Group (including subsidiaries).
• Oversee the use of Personal Safety devices and SAW-IT across assigned risk areas, alongside other key HSE KPIs, providing assurance, driving performance, and enabling continuous improvement.
• Conduct major accident and incident investigations, ensuring actions/ recommendations are implemented across assigned risk areas.
• Ensure risks are clearly identified and understood across assigned areas through risk assessments and registers, with effective controls in place across our key risk areas, and performance transparently reported through to the Safety-First Group and ARL Panels.
• Support assigned areas to embed environmental, sustainability, and health & safety requirements in line with ISO standards, ensuring that risks are effectively identified, managed, and monitored.
• Build effective relationships with colleagues at all levels ensuring they understand how to escalate issues and concerns or ask for support.
• Attend meetings as requested by the Directorate, to give updates and advise on all HSE matters.
• Support working groups associated with Health & Safety, such as Personal Safety and SAW-IT, contributing to the development and delivery of initiatives that strengthen our golden thread of HSE, ensuring consistent standards, shared learning, and continuous improvement across the Group
• Produce Directorate HSE improvement plans / safety improvement plans, to continuously improve HSE across the Group.
• Produce HSE reports as requested by HSE Lead.

Cross-Team Working:

• Work closely with other HSE team members, MI and Data, Insurance and Business Continuity teams.
• Have positive relationships with assigned Executive Directors and Directors, Risk Areas and ARLs, and fully understand their risks and operational challenges.
• Support sponsors, ARLs, the Executive Team, and leaders to excel in HSE.
• Ensure excellent service for all employees and customers when providing advice, support and lessons learnt.

Other Information

• Represent Riverside’s interests and proactively engage with customer and external stakeholders.

Person specification

Essential

• Experience HSE assurance within a large, dispersed organisation.
• Level 5/6 HSE qualification.
• Demonstrable experience conducting excellent quality investigations and implementing control measures.
• Proven experience of influencing senior leaders to take ownership of HSE risks.
• Ability to use / analyse data to drive improvements.
• Experience of successfully implementing ISO45001 and ISO14001.
• Knowledge of relevant legislation and government regulations pertaining to HSE in Housing.
• Experience of conducting risk assessments
• Excellent communication and influencing skills with a strong customer focus.
• Effective report writing and presentation skills.

Desirable

• Understanding the context of social housing (particularly TRG) and the challenges it faces.
• Evidence of continued professional development.
• Experience of successfully implementing ISO14064.
• Membership of a relevant professional organization
• Degree level or equivalent in a related discipline.
• Lead Auditing Qualification and Experience.
• Major Incident Investigation Experience.

Income & Admin Officer

Job Description

Job Title: Income and Administration OfficerContract Type:  Permanent Salary: £26,549.63 per annum (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours:  37.5 hours per week, full time Working Pattern: Monday to Friday with flexibility to work evenings and weekends as requireLocation: 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.

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

Caretaker

Job Description

Job Title: CaretakerContract Type: PermanentSalary: £25,673.65Working Hours: 37.5 hours per weekWorking Pattern: Monday - FridayLocation: Brent / 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 Caretaker

The Caretaker is responsible for the provision of a comprehensive voids and relets caretaking service to ensure that The Riverside Group accommodation is secure and of the highest standard whilst providing an effective caretaking service for specified schemes.

You will work collaboratively as part of a committed team delivering an outstanding service. You will put customers first and empower them to achieve their goals and aspirations. You will undertake a range of tasks that contribute to the safe and effective delivery of the day-to-day service.

About you

We are looking for someone with:

•    Be able to use IT equipment, computers, in order to record information, communicate with the team and complete training. 
•    Have some understanding of basic decorating, and property maintenance. This can be personal experience and does not have to be work related. 
•    Applicants with lived experience of homelessness are encouraged to apply.

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

The Caretaker is responsible for the provision of a comprehensive voids and relets caretaking service to ensure that The Riverside Group accommodation is secure and of the highest standard whilst providing an effective caretaking service for specified schemes.

You will work collaboratively as part of a committed team delivering an outstanding service. You will put customers first and empower them to achieve their goals and aspirations. You will undertake a range of tasks that contribute to the safe and effective delivery of the day-to-day service.

Role requires you to:

•    Clean and Clear void rooms and ensure they are ready to let.
•    Re-decorating rooms & Communal Areas.
•    Minor repairs & maintenance, including change of lock and barrels, ease, adjust or replace door closers, changing light bulbs, toilet seats, shower heads and hose, door handles.
•    Maintain and Order product stocks for all cleaning materials and hand towels etc.
•    Maintain and order all furniture stocks including fridges, cookers, wardrobes, bedding, tables, chairs, curtains and mattresses.
•    Provide access and accompany contractors to carry out repairs and carry out post work inspections. 
•    Carry out domestic tasks (cleaning communal areas) to a high standard. 
•    Managing Bin area and keeping it clean and clear for H&S purposes.
•    Liaise and assist Housing Officer on H&S inspection.
•    Responds to faults as discovered. 
•    Reporting repairs to maintenance contractors by using appropriate systems. 
•    Meeting the requirements of Health and Safety policies and practices. 
•    Reporting incidents and anti-social behaviour. 
•    Effective recording of information.
•    Implementing policies and procedures to ensure effective service delivery. 
•    Advises management promptly of any signs of problems or concerns about a client. 
•    To understand that your efforts will be client led. 
•    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 
•    Actively involved in team meetings, training events and attending regular supervisions, during the day as appropriate. 
•    Adhering to equality and diversity policies in all aspects of service delivery. 
•    Ensuring effective exchanges of information with team members and day staff. 
•    To provide a high quality, customer-orientated service championing “Riverside Service Style” practices.
•    Review work outputs, setting improvement targets and appraising individual performance.
•    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.

Other Information
•    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 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

•    Be able to use IT equipment, computers, in order to record information, communicate with the team and complete training. 
•    Have some understanding of basic decorating, and property maintenance. This can be personal experience and does not have to be work related. 
•    Applicants with lived experience of homelessness are encouraged to apply.
 

Leasehold and Tenancy Officer

Job Description

Job Title: Leasehold and Tenancy Officer Contract Type: 12 Months Fixed Term ContractSalary: £42,378.54 Per AnnumWorking Hours: 35 hours per weekWorking Pattern: Monday – Friday, HybridLocation: Arlington, 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 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 conducted 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

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 
•    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 nondiscriminatory 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: 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: 7 day shift rota 8am till 4pm or 2pm till 10pm, with weekend and bank holidayLocation: Newbury House, ManchesterIf 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
 

Team Manager

Job Description

Job Title: Team Manager

Contract Type: Permanent

Salary: £36,471.55 per annum

Working Hours: 37.5 hours per week

Working Pattern: Monday to Friday - 9am to 5pm or 8am to 4pm

Location: Arlington House, 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 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 supervision, monitor team performance, rota scheduling and monitoring of targets. You will be managing Catering manager, Reception staff, Resident inclusion officer and Facilities Coordinator. 

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
• Good organisation skills and ability to prioritise workload
• Strong IT skills including use of Microsoft packages such as Word

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.
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 avoid disappointment.

Role Profile

This role is responsible for:

• Providing line management, supervision and appraisal 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
• 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

 Person specification

Knowledge, Skills and Experience

Essential

• 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 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 quality

 Professional Qualifications

• Management qualification or other relevant professional qualification

Desirable

• Staff management experience
• Experience of promoting diversity and participation
• Experience of fostering and maintaining relations internally and externally.

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: Monday-Friday, 8am-4pm (flexible)Location: Bolton House, BoltonIf 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
 

Stock Condition Surveyor

Job Description

Job Title: Stock Condition SurveyorContract Type: Permanent Salary: £36,394 Per Annum (£40,224 Per Annum is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week Working Pattern: Monday to Friday, HybridLocation: North Reg Hub, CarlisleIf 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 Stock Condition Surveyor
To inspect and assess the condition of social housing stock, ensuring properties meet safety, compliance, and quality standards. The role supports long-term asset planning, investment strategies, and contributes to maintaining decent homes for residentsAbout you
We are looking for someone with:
•    Qualification in Building Surveying (e.g., HNC/HND/BSc) or equivalent experience.
•    Knowledge of Decent Homes Standard, HHSRS, and health and safety regulations.
•    Strong IT skills and experience using mobile survey devices.Why Riverside?
At 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 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 
•    Conduct internal and external stock condition surveys of domestic properties and communal areas.
•    Record data on materials, age, condition, and remaining life of building components.
•    Perform Energy Performance Certificate (EPC) assessments where required.
•    Use the Housing Health and Safety Rating System (HHSRS) to identify and report Category 1 and 2 hazards.
•    Maintain accurate records, including photographic evidence, and update asset management systems.
•    Diagnose causes of defects related to fabric and structural failure.
•    Validate surveys conducted by external contractors to ensure data integrity.
•    Assist in developing planned maintenance and investment programmes.
•    Liaise with internal teams and residents to ensure customer-focused service delivery.
•    Respond to complaints and queries related to repairs and maintenance.
•    Ensure compliance with statutory obligations, including fire safety, gas safety, asbestos, and legionella.Health and Safety Responsibilities
•    Ensure all surveys are conducted in accordance with Health and Safety legislation, policies, and procedures.
•    Identify and report any immediate health and safety risks during inspections.
•    Maintain awareness of site-specific hazards, including working at height, lone working, and asbestos-containing materials.
•    Use appropriate Personal Protective Equipment (PPE) and ensure safe working practices at all times.
•    Participate in risk assessments and contribute to the development of safe systems of work.
•    Report accidents, near misses, and unsafe conditions promptly.
•    Keep up to date with training and certifications relevant to health and safety in surveying and housing environments.Person specificationKnowledge, Skills and ExperienceEssential
•    Qualification in Building Surveying (e.g., HNC/HND/BSc) or equivalent experience.
•    Knowledge of Decent Homes Standard, HHSRS, and health and safety regulations.
•    Strong IT skills and experience using mobile survey devices.
•    Ability to manage own workload and meet survey targets.
•    Full UK driving licence and access to a vehicle.Desirable
•    Domestic Energy Assessor qualification (EPC).
•    Experience in social housing or public sector surveying.
•    Understanding of asset management systems and data analysis.

Project Manager

Job Description

Job Title: Project Manager (Compendium Living- Riverside)Contract Type: PermanentSalary: £48861 (£53837 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week Working Pattern: Monday to Friday Location: Hybrid/Midlands or North

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 Project Manager

As a Project Manager with Compendium Living you will be responsible for project management of live developments, PR and communications, business development, community engagement and business administration in support of Compendium Living’s agreed objectives and business plan (but not limited to)

Additional Information

Normal working hours will be based on 35 hours per week, although some flexibility will occasionally be required for attendance at out-of-hours evening meetings or weekend events, for which time lieu will be granted.

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.

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 

• To assume the day-to-day project management of live development project phases, as identified and agreed with the Managing Director, including financial responsibility for project budget management, the agreement of variations and the authorisation of project expenditure against certified invoices.

• Managing and coordinating project team activities in support of defined key project objectives throughout the post appointment/pre-contract and contract delivery stages.

• When required, to act as the ‘public face’ of Compendium Living at a project level, representing the business in the relevant arenas, whilst proactively maintaining good working relationships with client partners and all key project stakeholders.

• Coordinating and managing the delivery of Compendium Living’s project community engagement and networking activities, including (but not limited to) public consultation, resident communications and involvement, and support for local community initiatives/activities.

• To set up and/or maintain appropriate management systems and project record keeping, including (but not limited to) the preparation of formal project progress reports, the monitoring and reporting of project KPI outputs, and the preparation of project meeting agendas and minutes etc.

• To manage project stakeholder and customer enquiries effectively, providing clear supportive and accurate advice or signposting as appropriate and/or escalating complex queries via the appropriate channels to ensure effective resolution.

• Coordinating and managing Compendium Living’s post-completion interface with relevant third parties e.g. with leaseholders and commercial tenants through its appointed managing agents.

Business Development:

• Under the direction of the Managing Director, to assist in the coordination and management of the project bid team when competing for new business opportunities.

• When required, to support the preparation of bid submission documents and proposals, with particular emphasis on the development of stakeholder engagement and social value strategies.

• Managing and maintaining Compendium Living’s business development systems to support its business development strategy, as varied from time to time by the Compendium Board.

Marketing, PR and Communications:

• Ownership and management of Compendium Group corporate websites, with responsibility for periodic reviews and their routine updating and maintenance.

• Preparation and management of Compendium Living’s corporate social media strategy, including use, content, campaigns (where applicable), and responses to comments from the public.

• Responsibility for PR and marketing spend by The Compendium Group and its subsidiary Compendium Regeneration Ltd, and the oversight of sales budgets for live developments.

• Formal and informal engagement with project partners and stakeholders through client/partner meetings, formal business reporting structures and corporate networking opportunities.

Company Administration:

• To support the Managing Director in preparing for, and acting on, the decisions of the Compendium Board.

• To deputising for the Managing Director and representing Compendium Living, when necessary and appropriate.

• The ability to produce clear, well-structured reports for clients, colleagues, partners and governance structures which aid effective decision making.

• The preparation of purchase orders and the authorisation of invoices for specific areas of corporate overhead and/or project expenditure, as may be agreed from time to time with the Managing Director.

• To ensure compliance with the Company’s Equality and Diversity policies in respect of employment and service delivery, as they apply to the carrying out of job functions on Compendium Living’s behalf.

• To work closely with partners and stakeholders to ensure that all relevant Health & Safety requirements are met in accordance with the Group’s policy, procedures and statutory obligations.

• To adhere to Section 7 of the Health and Safety at Work Act to take reasonable care of own health and safety and that of others who may be affected by their acts and omissions.

• To ensure compliance with relevant Data Protection and Consumer Credit regulations,

  as they apply to the carrying out of job functions on Compendium Living’s behalf.

• Any other relevant duties as may be reasonably required by the Managing Director.

Other Duties:

• Undertaking personal development and training as may be necessary to keep abreast of technical, legal, political, financial and/or other relevant developments in the field of neighbourhood renewal and regeneration.

• To focus on the company's business goals, to understand its direction and to contribute to its overall success.

• To contribute to continuous improvement processes and procedures, seeking opportunities to improve the service provided by self, team and organization; wherever possible, adding value to support the sustainable growth of the business.

Essential

• Relevant experience in housing regeneration and/or neighbourhood renewal, with a proven ability to work under own initiative and judgement. Self-motivated and organised with the ability to plan and prioritise work against deadlines.

• Experience of Project Management with having responsibility for finances/budgets

• Excellent team player with client-focused outlook who can work flexibly to meet the requirements of the business.

• Can demonstrate excellent written and verbal communication skills, with a proven ability to work effectively at all levels within the business.

• Proficient in the use of IT systems including Microsoft Office and Outlook.

Desirable

• Relevant qualification to degree level or the equivalent.

• Extensive experience in the neighbourhood renewal sector, ideally having worked collaboratively as part of a multi-disciplinary team delivering housing regeneration.

Retirement Living Assistant

Job Description

Job Title:  Retirement Living AssistantContract Type: PermanentSalary: £25,673.65 per annum pro-rataWorking Hours: 18.75 Hours per weekWorking Pattern: Wednesdays, Thursdays & Fridays no Bank HolidaysLocation: Windsor Court, Bootle 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 Retirement Living Assistant
Acting as an initial point of contact both on the phone and in the reception area, you will always ensure a professional and supportive approach is maintained, whilst working as part of a team to provide ‘best practice’.  You will assist in the day-to-day delivery of a comprehensive housing management service for Retirement Living, including working with tenancy agreements, ensuring all records and files are maintained and held securely to maintain confidentiality.About you
We are looking for someone with:
•    Experience of working in a customer focussed environment
•    Strong communication skills
•    Previous experience of working with vulnerable and/or older people
•    Excellent computer skills including proficiency in Microsoft OfficeWhy 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
•    Act as an initial point of reference on the phone or in a reception area as required
•    Assist in the provision of comprehensive housing management including working with tenancy agreements
•    Carry out day to day office administration functions to ensure that all records and files are maintained and held securely, and that the confidentiality of information is upheld
•    Report repairs and maintenance needs on behalf of the customer following agreed procedures
•    Assist in the monitoring and delivery of service contracts at the scheme including lifts, heating, fire equipment, gardening etc
•    Work in line with, monitor and report any discrepancies in health and safety standards within schemes
•    To ensure that the companies Health and Safety policy is fully implemented at the scheme, ensuring customers are aware of the provision of security at the scheme at all times
•    Promote and encourage a high level of customer involvement, consultation and communication
•    To monitor standards of maintenance and cleanliness by conducting regular site inspections
•    To have the ability to use appropriate IT systems and maintain professional and timely records
•    To adhere to agreed Riverside’s safeguarding policies and procedures in every aspect of service delivery
•    Monitoring and meeting relevant health and safety standards in properties
•    Monitoring the delivery of reactive repairs across the properties within the cluster ensuring they are of a high standard and cost effective
•    Working with colleagues to ensure key performance indicators (e.g. voids and arrears) are being met
•    To travel, within a reasonable distance, to provide cover to other schemes as required
•    To ensure compliance with Riversides’ Equality and Diversity policy in respect of employment and service delivery
•    To understand your role in the organisation and to be accountable for your contribution to service delivery within Retirement Living and the organisation
•    To understand how your job contributes to the overall purpose of the organisation and be accountable for delivering it in the most efficient way
•    Undertake personal development and training as necessary to keep up to date with regulatory changes in safeguarding and in the fields of housing, care and support
•     Any other relevant duties as required by the designated managerKnowledge, Skills and ExperienceEssential
•    Experience working in a Customer Focused environment
•    Excellent Communication Skills
•    Experience of working with vulnerable and older people
•    Flexible and responsive attitude
•    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.Desirable
•    Formal care, support or housing qualification
•    A full, clean driving licence

Stock Condition Surveyor

Job Description

Job Title: Stock Condition SurveyorContract Type: Permanent Salary: £41,227 Per AnnumWorking Hours: 35 hours per week Working Pattern: Monday to Friday, HybridLocation: Arlington, 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 Stock Condition Surveyor
To inspect and assess the condition of social housing stock, ensuring properties meet safety, compliance, and quality standards. The role supports long-term asset planning, investment strategies, and contributes to maintaining decent homes for residentsAbout you
We are looking for someone with:
•    Qualification in Building Surveying (e.g., HNC/HND/BSc) or equivalent experience.
•    Knowledge of Decent Homes Standard, HHSRS, and health and safety regulations.
•    Strong IT skills and experience using mobile survey devices.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 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 
•    Conduct internal and external stock condition surveys of domestic properties and communal areas.
•    Record data on materials, age, condition, and remaining life of building components.
•    Perform Energy Performance Certificate (EPC) assessments where required.
•    Use the Housing Health and Safety Rating System (HHSRS) to identify and report Category 1 and 2 hazards.
•    Maintain accurate records, including photographic evidence, and update asset management systems.
•    Diagnose causes of defects related to fabric and structural failure.
•    Validate surveys conducted by external contractors to ensure data integrity.
•    Assist in developing planned maintenance and investment programmes.
•    Liaise with internal teams and residents to ensure customer-focused service delivery.
•    Respond to complaints and queries related to repairs and maintenance.
•    Ensure compliance with statutory obligations, including fire safety, gas safety, asbestos, and legionella.
Health and Safety Responsibilities
•    Ensure all surveys are conducted in accordance with Health and Safety legislation, policies, and procedures.
•    Identify and report any immediate health and safety risks during inspections.
•    Maintain awareness of site-specific hazards, including working at height, lone working, and asbestos-containing materials.
•    Use appropriate Personal Protective Equipment (PPE) and ensure safe working practices at all times.
•    Participate in risk assessments and contribute to the development of safe systems of work.
•    Report accidents, near misses, and unsafe conditions promptly.
•    Keep up to date with training and certifications relevant to health and safety in surveying and housing environments.Person specificationKnowledge, Skills and Experience

Essential
•    Qualification in Building Surveying (e.g., HNC/HND/BSc) or equivalent experience.
•    Knowledge of Decent Homes Standard, HHSRS, and health and safety regulations.
•    Strong IT skills and experience using mobile survey devices.
•    Ability to manage own workload and meet survey targets.
•    Full UK driving licence and access to a vehicle.Desirable
•    Domestic Energy Assessor qualification (EPC).
•    Experience in social housing or public sector surveying.
•    Understanding of asset management systems and data analysis.

Support Worker

Job Description

Job Title: Support WorkerContract Type: PermanentSalary: £26,549.63 per annum (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: Alternating shifts Early 7:30am to 3:30pm Late 2:30pm to 10:30pm with alternate weekend workingLocation: Marsh Way House, WakefieldIf 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
 

Income and Admin Officer

Job Description

Job Title: Income and Administration OfficerContract Type: PermanentSalary: £26,549.63 per annum (£27,722.51 is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: Monday - Friday  Location: Newton House, GloucesterIf 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 consideredRole 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 ManagerPerson specificationKnowledge, 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

Senior Stock Condition Surveyor

Job Description

Job Title: Senior Stock Condition SurveyorContract Type: Permanent Salary: £44,464.44 Per Annum (£49,145.44 Per Annum is achieved after 12 months successful performance in the role)Working Hours: 35 Hours per week Working Pattern: Monday to 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 Stock Condition Surveyor
To lead and manage the Stock Condition Surveying team, ensuring high-quality inspection and assessment of social housing stock
To inspect and assess the condition of social housing stock, ensuring properties meet safety, compliance, and quality standards. The role supports long-term asset planning, investment strategies, and contributes to maintaining decent homes for residents.About you
We are looking for someone with:
•    Qualification in Building Surveying (e.g., HNC/HND/BSc) or equivalent experience.
•    Knowledge of Decent Homes Standard, HHSRS, and health and safety regulations.
•    Strong IT skills and experience using mobile survey devices.
•    Ability to manage own workload and meet survey targets.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 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 
•    Line manage Stock Condition Surveyors and other designated staff, providing direction, support, and development.
•    Set clear objectives, monitor performance, and conduct regular 1:1s and appraisals.
•    Identify training needs and support professional development.
•    Manage team workload, resource allocation, and survey targets.
•    Foster a positive, customer-focused, and compliant team culture, aligned with Riverside’s values.
•    Analyse team performance data and implement improvements.
•    Conduct internal and external stock condition surveys of domestic properties and communal areas.
•    Record data on materials, age, condition, and remaining life of building components.
•    Perform Energy Performance Certificate (EPC) assessments where required.
•    Use the Housing Health and Safety Rating System (HHSRS) to identify and report Category 1 and 2 hazards.
•    Maintain accurate records, including photographic evidence, and update asset management systems.
•    Diagnose causes of defects related to fabric and structural failure.
•    Validate surveys conducted by external contractors to ensure data integrity.
•    Assist in developing planned maintenance and investment programmes.
•    Liaise with internal teams and residents to ensure customer-focused service delivery.
•    Respond to complaints and queries related to repairs and maintenance.
•    Ensure compliance with statutory obligations, including fire safety, gas safety, asbestos, and legionella.Health and Safety Responsibilities
•    Ensure all surveys are conducted in accordance with Health and Safety legislation, policies, and procedures.
•    Identify and report any immediate health and safety risks during inspections.
•    Maintain awareness of site-specific hazards, including working at height, lone working, and asbestos-containing materials.
•    Use appropriate Personal Protective Equipment (PPE) and ensure safe working practices at all times.
•    Participate in risk assessments and contribute to the development of safe systems of work.
•    Report accidents, near misses, and unsafe conditions promptly.
•    Keep up to date with training and certifications relevant to health and safety in surveying and housing environments.
•    Ensure all team activities comply with Health and Safety legislation, policies, and procedures.
•    Lead on risk assessments and promote a strong safety culture.
•    Ensure all team members maintain up-to-date training and certifications.Person specificationKnowledge, Skills and ExperienceEssential
•    Qualification in Building Surveying (e.g., HNC/HND/BSc) or equivalent experience.
•    Knowledge of Decent Homes Standard, HHSRS, and health and safety regulations.
•    Strong IT skills and experience using mobile survey devices.
•    Ability to manage own workload and meet survey targets.
•    Full UK driving licence and access to a vehicle.
•    Demonstrable experience of line management or team leadership.
•    Strong organisational, communication, and people management skills.Desirable
•    Domestic Energy Assessor qualification (EPC).
•    Experience in social housing or public sector surveying.
•    Understanding of asset management systems and data analysis.

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: Monday to Friday, 9am-5pmLocation: Powerhouse, 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 Support Worker
You will be working from one of our supported services providing support to our customers in a variety of ways.  For example, connecting them with employability coaches and other support agencies, helping them manage their money, signing up for benefits or to move on to a more permanent home.
It will be your job to help boost their confidence and support them on their journey as they rebuild their lives.  Through all of this you will need to keep records of everything, so there is some admin to do.  At times this role is tough, but most of the time it can be incredibly rewarding. You will need to be resilient, empathetic, and able to leave your work at work and not take it home with you.About you
We are looking for someone with:
•    Experience of working with vulnerable people
•    Experience of delivering structured support and risk management
•    To be a team player with a caring and empathetic nature with a resilient, can-do attitude, able to work as part of a team
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
•    Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone workingWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole ProfileSupporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
•    Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
•    Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
•    Engaging customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
•    Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’ to enable successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals
•    Empowering customers to move towards self-management of their medication by following the medication procedure
•    Leading on support initiatives including Group Work
•    Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
•    Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platformService Delivery:
•    Facilitate the referral process into the service and assess potential new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
•    Clean and prepare rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
•    Develop and maintain local partnerships to provide a holistic range of support for customer
•    Carry out day-to-day administration and operational 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
 

Compliance Officer

Job Description

Job Title: Compliance OfficerContract Type: PermanentSalary: £36,069.96 per annum (£39,676.95 per annum is achieved 12 months successful performance in the role)Working Hours: 35 Hours per weekWorking Pattern: Monday to Friday, HybridLocation: Millwall, London ( mainly based at Millwall but will also be required to be at Arlington 1 to 2 days a week)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 Compliance Officer
To manage and process the ordering, distribution, programming and administration of fobs and keys for our residents, staff and contractors. The role also includes overseeing resident communications regarding received requests and orders, processing parking permit applications, and handling parking permit related enquiries. The officer will work closely with various teams in the business to ensure new and existing residents receive necessary access items and will support staff and contractors with fob, keys and parking needs.

About you
We are looking for someone with:
•    Experience in customer service or housing operations
•    Customer focused with excellent written, strong phone and verbal communication skills along with active listening and the ability to work at all levels within the business
•    Strong administrative and organisational skills
•    Proficiency in using databases and Microsoft Office applications.

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 
•    Process requests for fobs/ keys from residents, staff and contractors
•    Manage the stock of fobs and keys and order replacements as and when needed to maintain stock levels
•    Responsible for organising stock and implementing a stock management system
•    To program on various fob system cloud portals new fobs as and when required to fulfill orders/ requests
•    To fulfil all order for fobs and keys and respond to residents, staff and contractors fob and key related queries
•    Build and maintain positive relationships with customers, colleagues, partners, and external stakeholders.
•    To process requests for resident changes for our cloud based intercom and fob systems
•    Process and manage parking permit applications for residents, staff, and contractors
•    Deal with residents, staff and contractors via email, telephone and face to face relating to fob/keys and parking enquiries.
•    Respond to parking-related enquiries including appeals and resolve issues efficiently
•    Maintain up-to-date records of parking permits issued and monitor usage
•    Maintain up-to-date records for fob systems 
•    Respond to and provide input for any complaints raised for fob/ key and parking cases
•    To be based at our offices in London E14 and London NW1, the role will be split weekly between these two locations
•    To assist the wider team to cover absences/ holidays

Person specificationKnowledge, Skills and ExperienceEssential
•    Experience in customer service or housing operations
•    Customer focused with excellent written, strong phone and verbal communication skills along with active listening and the ability to work at all levels within the business
•    Strong administrative and organisational skills
•    Proficiency in using databases and Microsoft Office applications.
•    Knowledge of contact relationship management systems (CRM)
•    Customer focus and adaptability to different personality types
•    Ability to multi-task, set priorities and manage time effectively

Desirable
•    Experience with access control systems and/or parking permit management. (If not full training will be provided)
•    Knowledge of Job management and compliance systems (Salesforce, CRM Dynamics, Open housing, Promaster, C365)
 

Relief Worker

Job Description

Job Title:  Relief WorkerSalary: £13.17 per hourWorking Hours: As and when requiredLocation: Harbour Place, WorkingtonIf 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

Resident Engagement Coordinator

Job Description

Job Title: Resident Engagement CoordinatorContract Type: PermanentSalary: £33,895 per annum (£37,463 per annum is achieved after 12 months successful performance in the role)Working Hours: 35 Hours per week Working 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 Resident Engagement Coordinator
To lead resident engagement efforts for TRG’s ongoing stock condition survey programme, with a focus on improving access to hard-to-reach properties. This role combines resident engagement with strategic planning, internal collaboration, and problem-solving to support successful survey delivery.

About you
We are looking for someone with
•    Proven experience in a customer-facing role, ideally within housing or property services.
•    Strong communication skills (written and verbal) across all levels.
•    Ability to manage complaints and resolve issues proactively.
•    Competent in Office 365 (letters, reports, spreadsheets).

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 Resident Engagement & Access Coordination
•    Lead consultation activities and engagement events to improve resident participation and access rates.
•    Understand access challenges by liaising directly with surveyors and contractors.
•    Design and tailor communications with support from the Communications Team to address specific access barriers.
•    Act as the central point of contact for residents regarding stock condition surveys.
•    Work with Housing Management to identify and implement support strategies for improving access.
•    Collaborate with teams already conducting visits (e.g., mandatory inspections, wellbeing checks, C&S Facilities Managers) to explore joint visit opportunities.
•    Brief and coordinate with the Customer Contact Centre to ensure consistent messaging and support.Communications & Media Management
•    Develop and distribute clear, accessible, and targeted communications across multiple platforms (phone, email, text, social media, webchat).
•    Promote digital channels to enhance resident engagement.
•    Represent TRG in meetings and forums related to resident engagement and survey delivery.Internal Collaboration & Problem Solving 
•    Work cross-functionally with internal teams to identify and overcome access barriers.
•    Proactively suggest and implement solutions to improve access rates and resident experience.
•    Coordinate with survey delivery teams to align engagement efforts with operational needs.Data & Reporting
•    Maintain accurate records of resident interactions and access outcomes.
•    Provide regular reports on access performance, feedback, and engagement metrics.
•    Analyse trends and propose data-driven strategies to improve access.

Other Information
•    This role supports TRG’s commitment to inclusive and responsive service delivery.
•    May require flexible working hours, including evenings and weekends.
•    Will work closely with survey teams, contractors, and internal departments.

Person specificationKnowledge, Skills and ExperienceEssential
•    Proven experience in a customer-facing role, ideally within housing or property services.
•    Strong communication skills (written and verbal) across all levels.
•    Ability to manage complaints and resolve issues proactively.
•    Competent in Office 365 (letters, reports, spreadsheets).
•    Excellent time management and organisational skills.
•    Ability to work independently and collaboratively.
•    Experience of working with residents to support high access rates on survey or investment programmes.

Desirable
•    Knowledge of social housing and resident engagement practices.
•    Experience in coordinating property access or survey programmes.
•    Understanding of GDPR and data handling protocols.
•    Experience working with vulnerable or diverse communities.
•    Strong track record of building and maintaining relationships, both internally and externally

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: Rolling 6 Week Rota, Could Include Weekends and Bank HolidaysLocation: The Powerhouse, 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 Support Worker
You will be working from one of our supported services providing support to our customers in a variety of ways.  For example, connecting them with employability coaches and other support agencies, helping them manage their money, signing up for benefits or to move on to a more permanent home.
It will be your job to help boost their confidence and support them on their journey as they rebuild their lives.  Through all of this you will need to keep records of everything, so there is some admin to do.  At times this role is tough, but most of the time it can be incredibly rewarding. You will need to be resilient, empathetic, and able to leave your work at work and not take it home with you.About you
We are looking for someone with:
•    Experience of working with vulnerable people
•    Experience of delivering structured support and risk management
•    To be a team player with a caring and empathetic nature with a resilient, can-do attitude, able to work as part of a team
•    An understanding of supporting vulnerable people – this could include having your own lived experience of homelessness or drug or alcohol addiction.
•    Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone workingWhy Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays 
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefitsDiversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to be consideredRole ProfileSupporting Customers:
We use Psychologically Informed approaches and Trauma Informed Care principles to support our customers to develop new ways of thinking and to make steps towards independence, by:
•    Leading on Co-producing bespoke support and move-on plans, involving key stakeholders (e.g. family/other support providers), where appropriate
•    Organising and carrying out regular planned reviews of support and risk plans, or following an incident/significant change in a customer’s circumstances
•    Engaging customers to meet agreed outcomes and develop life skills
•    Assisting customers with day-to-day support and tenancy-related matters
•    Identifying and promoting opportunities for employment, education and training and supporting customers to remove barriers to accessing these opportunities
•    Signposting customers to appropriate external support services, including interventions such as food banks and other community resources
•    Supporting customers to be ‘tenancy ready’ to enable successful move on
•    Supporting customers to be financially independent through budgeting plans and maximising income
•    Supporting and monitoring customers’ healthcare needs, ensuring appropriate contact with healthcare professionals
•    Empowering customers to move towards self-management of their medication by following the medication procedure
•    Leading on support initiatives including Group Work
•    Ensure the safety of our customers by following local safeguarding procedures, recognizing and acting on any significant risk, and escalating appropriately
•    Record and update clear, factual, accurate, strengths based customer information on the local or appropriate digital platformService Delivery:
•    Facilitate the referral process into the service and assess potential new customers
•    Contribute to the delivery of a housing management service, including income collection and providing customers with tenancy-related support
•    Work with customers to maintain a safe environment by reporting repairs and health and safety concerns
•    Clean and prepare rooms as appropriate
•    Resolve difficult and challenging situations in a sensitive and informed way, balancing the needs of the individual with responsibilities for the safety of the service
•    Develop and maintain local partnerships to provide a holistic range of support for customer
•    Carry out day-to-day administration and operational 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: Secondment till 31 March 2026Salary: £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: Alternating shifts Early 7:30am to 3:30pm Late 2:30pm to 10:30pm with alternate weekend workingLocation:  Marsh Way House, WakefieldIf 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
 

Case Management Officer

Job Description

Job Title: Case Management OfficerContract Type: Fixed Term Contract for 12 MonthsSalary: £36,069.96 per annum (£40,424.54 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 Case Management Officer
The Case Management Officer will have a key role in addressing the required improvement in managing Legal Disrepair cases, encouraging alternative resolution to litigation by communicating, carrying out thorough investigations, supporting where necessary to challenge claims were there is no validity. To provide excellent customer service and compliance with The Riverside Group’s (TRG) Case management team KPI’s through a solution focused approach
TRG work collaboratively with all stakeholders in addressing incoming letters of claims, in line with the legal and non-legal frameworks. The successful candidate will hold a caseload involving disrepair work, managing the end-to end process from Letter of Claim to Closure. 
The ideal candidate will be of an investigative nature with great attention to detail. Taking ownership of responsibility in supporting the needs of the service whilst displaying the ability to work in a team, in addition to being a great communicator and negotiator as the role will re-quire the production of correspondence to advocates and contractors to deal with outstanding repair works and negotiating settlement on behalf of TRG.

About you
We are looking for someone with
•    Significant understanding of working with different IT systems relevant to role including client systems
•    Understanding of the disrepair protocol within Housing including time constraints & penalties
•    Ability to interpret and apply contractual SLA’s & KPI obligations to inform appropriate course of action with customer complaints 
•    Ability to show initiative and propose solutions to issues identified

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 
Role requires you to be responsible for the management of effective handling of property disrepair claims against TRG, including litigation and the resolution and settlement of complaints.
•    Assist in the Management of Legal Disrepair cases in line with the Legal Disrepair Protocol.
•    Court Paper preparation, including the drafting of witness statements, reviewing defense statements, and attending court hearings nationally to represent TRG as a witness.
•    Provide support to all other departments with Disrepair and complex repair related issues.
•    Deliver effective customer and solicitor liaison to manage outstanding repair /claims through to resolution, ensuring all case actions are implemented to mitigate financial liability on behalf of TRG.
•    Lead on negotiations with Panel Solicitors for case settlement, which includes the assessment of financial redress via the Quantum of Liability.
•    Manage all customer and any third-party advocate disputes and complaints, from initial contact through to resolution.
•    Review lessons learned and feedback on S11 claims to inform service improvement and customer outcomes across TRG repair deliver.
•    Disrepair Team Management of Environmental Protection Claims or HHSRS Category One Hazard Decants 
•    To assist in identifying trends through analysis and reporting.
•    To liaise and assist the contractors in completing repairs to a high standard.
•    To work within TRG’s procedures for Legal Disrepair Protocol.
•    To participate actively in, taking responsibility for ensuring the delivery of service.
•    Develop and maintain effective client arrangements with Legal service providers and contractors to ensure delivery of an effective and coordinated service.
•    To assist in identifying issues requiring a management input to ensure that effective solutions are developed and implemented.
•    To work with the Repairs Manager to drive delivery of key performance indicators.
•    Meet or exceed the response rate required within the legal disrepair protocol
•    Ensure solicitor and resident letters are concise and comprehensive and meet the quality standards met.
•    Ensure all financial records relating to cases are recorded upon closure and legal costs are kept to a minimum. 
•    Evidence that you have strong communication channels with internal and externals customers.
•    Meet or exceed the deadlines of notification and ensure that all systems are updated to reflect actions carried out.
•    Work collaboratively, manage relationships and deadlines provided with contractors and key stakeholders to deliver an excellent customer experience during the case.
•    Maintain and improve knowledge and skills to best carry out the role and represent the best interests of TRG and its customers.
•    Identify improvement areas and assist in developing strategies that will enhance the customer experience and contribute to the value for money initiative.
•    Show initiative and tenacity in ensuring that cases are followed through to resolution and lessons learned are identified and implemented.
•    The post holder may be directed by their line manger to carry out other duties and responsibilities in line with post, grade, skills, knowledge, and experience.Person specificationKnowledge, Skills and ExperienceEssential•    Significant understanding of working with different IT systems relevant to role including client systems
•    Understanding of the disrepair protocol within Housing including time constraints & penalties
•    Ability to interpret and apply contractual SLA’s & KPI obligations to inform appropriate course of action with customer complaints
•    Ability to show initiative and propose solutions to issues identified
•    Proven track record of providing an excellent level of customer service
•    Ability to deal with difficult & challenging customers
•    Adopting a methodical approach with the ability to problem solve to achieve results
•    Resolving issues adopting a pragmatic and assertive manner whilst maintaining great interpersonal skills
•    Being able to plan and manage own workload.
•    Be empathic and consider all complaints from an equal footing
•    Providing direction to disrepair resource with a view to achieving results
•    Handling and administering complaints and disrepair cases through to completion
•    Customer focused with strong written and verbal communication skills, with the ability to work at all levels within the business, to include providing clear instruction to others with timescales
•    Being flexible and adaptable with the objective of prioritising tasks & using time management skills to deliver results in a fast-paced environment, integrating ad hoc project work alongside existing work.
•    Capturing, analysing and presenting data with the production of regular statics
•    Regular general reviews to enhance both the service provided by TRG and general enhancement of the disrepair process.

Desirable•    Basic understanding of property related legislation, including Disrepair, FFHHA, HHSRS, Party Wall Act and Environmental Health Act
•    Experience of attending court hearings and witness representation
•    Social Housing Qualification
•    Knowledge of diagnosing & logging repairs including the interpretation and analysis of job history with attention to detail

Quality Assurance Auditor

Job Description

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

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

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

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

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

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

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

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

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

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

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

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

Health Safety and Environmental (HSE) Business Partner

Job Description

Job Title: Health Safety and Environmental (HSE) Business PartnerContract Type: Permanent Salary: £49,699.82 (£54,763.04 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per weekWorking 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.

The difference you will make as Health Safety and Environmental (HSE) Business Partner

In this role you will Champion Health, Safety, and Environment across the Group, ensuring HSE risks are effectively managed to protect our People, our Customers, and our Homes. This role plays a critical part in delivering safety within a strategic risk area, supporting the Group’s ambition to create safe, sustainable environments for colleagues and customers, while safeguarding the places our customers live in and promoting responsible, sustainable practices.

About you

We are looking for someone with these below skills:

• Experience HSE assurance within a large, dispersed organisation.
• Demonstrable experience conducting excellent quality investigations and implementing control measures.

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
• Development opportunities for the right candidate

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.

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 avoid disappointment.

Role Profile 

• Champion Health, Safety, and Environment across the Group, ensuring HSE risks are effectively managed to protect our People, our Customers, and our Homes. This role plays a critical part in delivering safety within a strategic risk area, supporting the Group’s ambition to create safe, sustainable environments for colleagues and customers, while safeguarding the places our customers live in and promoting responsible, sustainable practices.
• Provide strategic oversight in HSE governance, audit and assurance, ensuring robust frameworks are embedded and consistently applied to safeguard compliance, drive continuous improvement and uphold the highest standards across the group.
• Be the HSE support to colleagues at all levels in the assigned risk area to ensure they operate safely and understand their personal responsibility for themselves and their direct reports.
• Ensure all parts of the Group follow the Safety-First philosophy and adopt the Riverside safety operating model of Accountable Risk Leads (ARLs).
• Support Accountable Risk Leads in delivering against their risk framework.
• Support the delivery of assurance and audit frameworks both internally and externally to ensure that our HSE management system meets the highest standards.
• Regularly monitor the groups online accident book (SAW-IT system) and ensure business areas understand how to use it and adhere to the groups incident reporting policy. Ensure major incidents are escalated to the HSE Lead immediately and lead the oversight and response to major HSE incidents across the Group, ensuring robust investigations are conducted to identify root causes and drive continuous improvement.
• Deliver assurance reviews that confirm compliance with Group standards and regulatory requirements.
• Support the group in meeting its Legal obligations and that Group policies and procedures are known and adhered to.
• Provide ARLs with targeted HSE performance data to drive improvements, enable scrutiny, and hold risk owners to account, ensuring safety plans are in place and delivering impact
• Ensure that Risk Assessments are in place to protect our colleagues and customers.
• The role will report directly to the HSE Lead and will work across the designated risk area to develop and assist in the implementation and governance of all HSE strategies, plans, policies, procedures, guidance, KPIs, reports, records, and actions.

Role requires you to:

• Drive our Safety-First Culture across all parts of the Group, ensuring the safety of our Customers, our People, and our Homes are prioritized at every operational level, driving our golden thread of HSE through consistent behaviors, standards, and leadership.

• Plan, conduct, and report on comprehensive HSE audits and assurance reviews, identifying gaps, driving corrective actions, and ensuring transparent reporting to senior leadership and governance panels.

• Provide expert assurance advice to Accountable Risk Leads and senior stakeholders, enabling scrutiny, accountability, and continuous improvement in HSE performance.

• Oversee the integrity and effectiveness of risk assessments and registers, ensuring risks are clearly identified, controls are robust, and performance is monitored and reported in line with best practice.

• Proactively support ARLs in delivering their responsibility for their assigned risk area, providing competent advice, and helping them to establish robust health and safety good practices.

• Ensure risks are clearly identified and understood across assigned areas through robust risk assessments and registers, with effective controls in place, and ensure that performance and risk status are transparently reported through to the Safety-First Group and ARL Panels for oversight and assurance.

• Ensure the Group’s HSE management system and assurance activities meet ISO and legal standards, supporting external and internal audit processes and maintaining relevant accreditations.

• Oversee the use of Personal Safety devices and SAW-IT across assigned risk areas, alongside other key HSE KPIs, providing assurance, driving performance, and enabling continuous improvement.

• Conduct major accident and incident investigations, ensuring actions/ recommendations are implemented across assigned risk areas.

• Support assigned areas to embed environmental, sustainability, and health & safety requirements in line with ISO standards, ensuring that risks are effectively identified, managed, and monitored.

• Build effective relationships with colleagues at all levels ensuring they understand how to escalate issues and concerns or ask for support.

• Attend meetings as requested by the Directorate, to give updates and advise on all HSE matters.

• Support working groups associated with Health & Safety, such as Personal Safety and SAW-IT, contributing to the development and delivery of initiatives that strengthen our golden thread of HSE, ensuring consistent standards, shared learning, and continuous improvement across the Group

• Produce Strategic Safety Improvement Plans to continuously improve HSE across the Group.

• Produce HSE reports as requested by HSE Lead.

Cross-Team Working:

• Work closely with other HSE team members, MI and Data, Insurance and Business Continuity teams.
• Have positive relationships with assigned Executive Directors and Directors, Risk Areas and ARLs, and fully understand their risks and operational challenges.
• Support sponsors, ARLs, the Executive Team, and leaders to excel in HSE.
• Ensure excellent service for all employees and customers when providing advice, support and lessons learnt.

Other Information

• Represent Riverside’s interests and proactively engage with customer and external stakeholders.

Person specification

Essential

• Demonstrable experience in HSE governance, audit, and assurance within a large, dispersed organisation.
• Lead Auditing Qualification and substantial experience conducting HSE audits and assurance reviews.
• Major Incident Investigation Experience.
• Strong ability to analyse and report on HSE performance to governance bodies, driving accountability and continuous improvement.
• Demonstrable experience conducting excellent quality investigations and implementing control measures.
• Proven experience of influencing senior leaders to take ownership of risks.
• Demonstrable experience in conducting risk assessments and maintaining risk registers, with a working knowledge of risk management processes in day-to-day operations.
• Effective report writing and presentation skills.

Desirable

• Understanding the context of social housing (particularly TRG) and the challenges it faces.
• Experience supporting or leading external assurance processes, including ISO accreditation audits.
• Understanding of governance frameworks and assurance requirements within the social housing sector.
• Evidence of continued professional development.
• Experience of successfully implementing ISO standard management systems.
• Membership of a relevant professional organization
• Level 5/6 HSE qualification.
• Knowledge of relevant legislation and government regulations pertaining to HSE in Housing.

Technical Supervisor - Communal Heating

Job Description

Job Title: Technical Supervisor - Communal Heating
Contract Type: Permanent
Salary: £50,000 - £55,000 per annum
Working Hours: 40 Hours per week
Working Pattern: Monday – Friday, Hybrid
Location: Camden, LondonIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

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

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

The difference you will make as a Technical Supervisor - Communal Heating
As a Communal Heating Technical Supervisor, you will play a pivotal role in overseeing gas ser-vicing, installations, PPM and reactive maintenance repairs, in the context of deliver a first-class, customer-focused service for heating, hot water, water booster/sump/storm/sewage pumps, as-sociated electrics, BMS, and alternative technologies systems, working closely with the wider property services team. You will supervise contractors, a team of field communal heating team, including gas engineers, HIU Engineers and Technical Inspectors ensuring high quality, cost-effective service delivery, and compliance with all statutory and regulatory requirements.  Your leadership will be crucial in maintaining safety standards, ensuring that all works complies with GSUIR & Gas Safe standards and 100% LGSR compliance.

About you
We are looking for someone with
•    Gas Safe Registration
•    ACS Qualifications - COCN1, CODNCO1, CIGA1, ICPN1, TPCP1/TPCP1A
•    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: Supervising a team of field communal heating engineers, including scheduling, training, and improving performance.

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 Technical Supervisor (Communal Heating):
Your role will be essential in implementing robust quality control and assurance measures, ensuring that gas servicing, repairs, and installations are carried out effectively, meeting both regulatory requirements and customer expectations. Through proactive leadership, you will support, coach, and develop your team, creating a culture of continuous improvement and accountability.
You will also work closely with internal and external stakeholders to enhance service performance, optimise resource allocation, and implement best practices across all communal heating and hot water 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.

Key Tasks
•    Overseeing Gas Safe certification and reporting.
•    On occasions carry out inspection, testing and certification of gas installations.
•    Lead and manage the installation, refurbishment/upgrade, PPM, servicing, and repairs of heating, hot water, water booster/sump/storm/sewage pumps, associated electrics, BMS, and alternative technologies systems.
•    Effective line management of the Communal Heating Field Team, including gas engineers. You will lead, manage, motivate, engage and support the team to deliver a customer focused service.
•    Carry out regular 1-2-1s, team meetings and toolbox talks, in line with group standards and expectations 
•    Responsible for ensuring all works are allocated and completed to time, and quality standards, through supervising operatives.
•    Customer focused, delivering a cost-effective service to our residents.
•    To be at the forefront and ensuring that directly employed and sub contacted staff operates according to our Health and Safety procedures and processes all times.
•    Responsible for carrying out pre inspections and ordering the correct quantity and materials and post inspections of works ensuring a high standard of all completed works.
•    Managing DLO and sub-contractors ensuring that they adhere to KPIs, SLAs, quality and cost requirements
•    Responsible for the delivery of an installation service that complies with all legislative, regulatory and Riverside requirements in respect of directly employed operatives and maintenance contracts. 
•    Ensure compliance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022.
•    Maintaining and managing the qualifications of gas operatives, ensuring they remain fully certified and competent to undertake gas-related work
•    Develop and maintain effective KPIs to ensure time, quality, cost and customer service standards are met.
•    Process all activities in association with tasks/works electronically. This includes, but not limited to, worksheets, timesheets, photographic evidence of works before / during / after, certification, van stock replenishment, booking of annual leave, vehicle inspections, safeguarding issues, risk assessments and method statements. 
•    Develop and produce written reports and analysis for Management in respect of the outputs of the service. 
•    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 - COCN1, CODNCO1, CIGA1, ICPN1, TPCP1/TPCP1A
•    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: Supervising a team of field communal heating engineers, including scheduling, training, and improving performance.
•    Delivering gas servicing, installation, and reactive maintenance services.
•    Providing technical support and resolving escalated technical issues.
•    Ensuring compliance with health and safety procedures and processes.
•    Working knowledge of measured term contracts and schedule of rates.
•    Managing subcontractors to adhere to quality and cost requirements.
•    Skills: Excellent communication and leadership abilities.
•    Strong organisational and problem-solving skills.
•    Proficiency in IT, including Microsoft Office and Outlook.
•    Strong leadership and management skills
•    Ability to motivate others and lead change
•    Ability to work under pressure in a fast-paced environment
•    Strong complaints management experience
•    A passion for delivering excellent customer service
•    Ability to drive productivity and enhance performance
•    Demonstrates financial awareness for cost effectiveness, able to calculate budgets, cost, and time
•    Ability to find innovative ways to resolve problems
•    Experience working in the social housing/property sector
•    Proven track record of problem solving, identifying and resolving issues promptly
•    Good time management, planning and organisational skills
•    Strong customer experience ethos
•    Full UK Driving LicenceDesirable
•    Proven track record of gas safety management in a mixed economy DLO/contractor social housing context
•    Health and Safety qualifications IOSH/SMSTS/SSSTS
•    Domestic Gas Qualifications- CCN1, CENWAT, CKR1, HTR1, CPA1
•    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).

Compliance Officer

Job Description

Job Title: Compliance OfficerContract Type: Fixed Term Contract for 9 monthsSalary: £36,050.39 per annum (£39,845.17 per annum is achieved 12 months successful performance in the role)Working Hours: 35 Hours per weekWorking Pattern: Monday to 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 Compliance Officer
Support the Contracts Manager/Senior Compliance Officer contract administer a range of shared spaces & compliance contracts including Building Safety landlord Compliance, and reactive repairs to the fabric of the building and installed equipment by co-ordinating compliance activity and administering compliance systems and maintenance and services contracts, to ensure adherence to statutory and regulatory requirements, providing efficient and effective planning, administrative and technical support as required. You will administrate all transactions within our job management and compliance system, managing all supply chain enquiries and support proactive communication and reactive communication around service delivery for all building safety activity and maintain accurate compliance records.

About you
We are looking for someone with:
•    Level 2 Qualification- Asset Compliance, Regulatory Compliance, environment or IRPM Leasehold / Property Management or equivalent technical qualification i.e. P405, P901 or qualified trade.
•    In-depth knowledge of area of responsibility from one of the following Mechanical Equipment,  Electrical Equipment, Plant Rooms, Lifting Equipment
•    In-depth knowledge Compliance Information and Communications Technology (ICT) systems including Housing Management Systems e.g., /Open Housing management, and compliance systems C365, Promaster.
•    Experience of successfully undertaking a coordinator/officer or similar role in asset compliance or health and safety, supporting compliance teams, and carrying out a range of coordinator and administrative duties.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 Contract Manager with service delivery, contract management, risk management, monitor controls measures for one of the following areas;
o    Internal cleaning - Communal cleaning & Windows, pest control, playground maintenance and gutter cleaning 
o    External environment - Grounds maintenance & Trees management, roads, footpaths carpark maintenance, fly-tipping, bulk waste removal waste management. 
o    Mechanical Equipment - Access Control, Door entry, Auto Doors, gates, & barriers, intruder alarms, security CCTV
o    Electrical Equipment – EICR Program, ECP, lightning conductors, street lighting, TV ariels, fibre optics, PAT/FAT testing and fall arrest.
o    Plant Rooms etc - Communal Plant - Water distribution, heat networks, energy supply DSEAR assessments, ventilation, Renewable Technology.
o    Lifting Equipment - Domestic, communal & Commercial lifting equipment
o    Asbestos – ACM materials, radon gas and other hazardous materials
•    Manage compliance enquiries effectively, providing clear, supportive, and accurate advice or signposting as appropriate, escalating complaints and complex queries via the appropriate channels to ensure effective resolution.
•    Co-ordinate compliance activities for a range of stakeholders, including contractors, consultants, Group colleagues and customers, to ensure compliance works are carried out effectively and in line with statutory and regulatory requirements. 
•    Assist in monitoring progress of compliance works, including works carried out by third-party contractors, ensuring contract obligations are fulfilled in line with agreed performance frameworks, and under performance is escalated via agreed routes.
•    Co-ordinate post inspections of works to ensure adherence to specifications and work orders and compliance with statutory and regulatory requirements and Group policies and standards.
•    Maintain accurate compliance records, including logging of reports, risk assessments and certificates using appropriate systems, ensuring the integrity and quality of data to enable regular analysis to be carried out and reporting to be completed as required. 
•    Ensure the integrity and quality of data retained in relation to maintenance, repairs, and service charge contracts, to ensure compliance with procurement protocols and to enable analysis to be carried out and relevant reporting as required. 
•    Carry out analysis of contract data, producing associated reports including findings and recommendations for key stakeholders as required
•    Analyse, assess and interpret Statutory inspections outcomes, Risk Assessment recommendations for high level risks across the Group, acting as decision maker on whether to accept the risk, identifying the most appropriate risk mitigation activity required, planning, commissioning and monitoring all activity to successful completion., 
•    Support Planning, scheduling and oversee the effective and timely programme of inspections, servicing, risk mitigation activity on behalf of the Group, to ensure adherence to regulatory, statutory and compliance frameworks, recording and following up outcomes and escalating as appropriate to ensure risk reduction activity and control measures are implemented. 
•    Provide a range of administrative support to the Compliance Teams, including preparing and providing work orders, resolving invoice queries, running reports, and producing budgetary and performance information as required to ensure compliance activity is carried out effectively and in line with statutory and regulatory requirements.
•    Support the Senior Compliance Officers as required in the management of compliance certificate activity, including checking, processing, communicating to appropriate stakeholders, storage and anniversary planning to ensure robust compliance across the Group.
•    Process payments for approved contracted works as required, ensuring expenditure is robustly managed in line with the Group’s financial controls. 
•    Management of WIP, providing regular updates to suppliers, monitoring issued orders, and working in collaboration with Senior Repairs & compliance officers to complete orders with SLA (Service Level Agreements)
•    Ensure we receive appropriate evidence and certification of works and actions are obtained and recorded within appropriate systems.
•    Assist in monitoring progress of compliance works, including works carried out by third-party contractors, ensuring contract obligations are fulfilled in line with agreed performance frameworks, and under performance is escalated via agreed routes.
•    Manage internal and external stakeholders effectively, including colleagues, third-party suppliers, solicitors, and Environmental Health Officers, providing advice and support, and building constructive working relationships to effectively deliver the Group’s compliance objectives.
•    Commission work from both internal colleagues and external contractors as appropriate, effectively monitoring and ensuring all work orders are progressed to completion and in line with agreed performance standards, service level agreements and financial limits, escalating issues and risks as appropriate. 
•    Ensure internal business processes are followed in line with the Group’s policy, procedures, and statutory requirements.
•    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 specificationKnowledge, Skills and ExperienceEssential
•    Level 2 Qualification- Asset Compliance, Regulatory Compliance, environment or IRPM Leasehold / Property Management or equivalent technical qualification i.e. P405, P901 or qualified trade.
•    In-depth knowledge of area of responsibility from one of the following Mechanical Equipment,  Electrical Equipment, Plant Rooms, Lifting Equipment
•    In-depth knowledge Compliance Information and Communications Technology (ICT) systems including Housing Management Systems e.g., /Open Housing management, and compliance systems C365, Promaster.
•    Experience of successfully undertaking a coordinator/officer or similar role in asset compliance or health and safety, supporting compliance teams, and carrying out a range of coordinator and administrative duties.
•    Proven record of accomplishment of successful contract implementation Effective contract management skills, including supporting the management of service and maintenance contracts.
•    Clear understanding of risk management and compliance requirements for areas of risk.
•    Effective stakeholder management, both internally and external to the organization, including the ability to successfully persuade and influence others.
•    Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
•    Results driven with strong analytical skills, including the ability to critically analyze information, and experience of providing meaningful management information.
•    Excellent team player who can work flexibly to meet business requirements.
•    Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities. 
•    Evidence of using sound judgement when making effective decisions. 
•    Proficient in the use of Microsoft Office.
 

Desirable
•    Professional qualification in building safety/ Compliance, environmental services or Asset Management i.e. (Lv4 diploma Asset Compliance) or HNC in Building/construction/asset management or equivalent.

Technical Supervisor - Electrical

Job Description

Job Title: Electrical Supervisor - Property ServicesContract Type: PermanentSalary: £50,000 - £55,000 per annum Working Hours: 40 Hours per weekWorking Pattern: Monday – Friday, HybridLocation: Camden, LondonIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

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

Riverside Property Services manages the repairs and maintenance service to over 24,000 properties across London, the Southeast and Home Counties.
Riverside Property Services undertakes repairs, servicing, voids and planned maintenance work to our customers’ homes via our in-house team and a variety of contractors and service providers who are employed on our behalf.  This includes repairs to general needs, leasehold, market rent and our specialist Care and Support schemes.  Our work also includes statutory and regulatory compliance checks. The difference you will make as a Electrical Supervisor - Property Services
As an Electrical Supervisor, you will play a pivotal role in overseeing EICR activity, installation, rewires, voids, refurbishment/upgrade, PPM and repairs, in the context of deliver a first-class, customer-focused service for electrical works including alternative technologies systems, working closely with the wider property services team. You will supervise contractors, a team of Electricians and Technical Inspectors ensuring high quality, cost-effective service delivery, and compliance with all statutory and regulatory requirements.  Your leadership will be crucial in maintaining safety standards and ensuring that all works complies with BS 7671 and NICE-IC standards.

About you
We are looking for someone with:
•    NICEIC Registration Electrical Qualifying Supervisor eligibility
•    City and Guilds 2391 – Inspection and Testing, or equivalent
•    Level 3 NVQ in Electrotechnical Services or equivalent
•    City and Guilds 2382-22 (or equivalent) BS 7671 (Latest Edition) 
•    Part P
•    Proven Experience in: Supervising a team of electricians, including scheduling, training, and improving performance.

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 Electrical Supervisor - Property Services:
Your role will be essential in implementing robust quality control and assurance measures, ensuring that gas servicing, repairs, and installations are carried out effectively, meeting both regulatory requirements and customer expectations. Through proactive leadership, you will support, coach, and develop your team, creating a culture of continuous improvement and accountability.
You will also work closely with internal and external stakeholders to enhance service performance, optimise resource allocation, and implement best practices across all electrical 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.

Key Tasks
•    You will be one of Riverside’s NICEIC registered Electrical Qualifying Supervisors.
•    On occasions carry out inspection, testing and certification of electrical installations.
•    Overseeing NICEIC certification and reporting.
•    Act as a point of contact of the NICEIC.
•    Lead and manage the EICR activity, installation, rewires, voids, refurbishment/upgrade, PPM and repairs to all building services electrical systems including pumps, heating systems, BMS, and alternative technologies systems.
•    Effective line management of the Electrical Field Team. You will lead, manage, motivate, engage and support the team to deliver a customer focused service.
•    Carry out regular 1-2-1s, team meetings and toolbox talks, in line with group standards and expectations 
•    Responsible for ensuring all works are allocated and completed to time, and quality standards, through supervising operatives.
•    Customer focused, delivering a cost-effective service to our residents.
•    To be at the forefront and ensuring that directly employed and sub contacted staff operates according to our Health and Safety procedures and processes all times.
•    Responsible for carrying out pre inspections and ordering the correct quantity and materials and post inspections of works ensuring a high standard of all completed works.
•    Managing DLO and sub-contractors ensuring that they adhere to KPIs, SLAs, quality and cost requirements
•    Responsible for the delivery of an installation service that complies with all legislative, regulatory and Riverside requirements in respect of directly employed operatives and maintenance contracts. 
•    Ensure compliance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022.
•    Maintaining and managing the qualifications of gas operatives, ensuring they remain fully certified and competent to undertake gas-related work
•    Develop and maintain effective KPIs to ensure time, quality, cost and customer service standards are met.
•    Process all activities in association with tasks/works electronically. This includes, but not limited to, worksheets, timesheets, photographic evidence of works before / during / after, certification, van stock replenishment, booking of annual leave, vehicle inspections, safeguarding issues, risk assessments and method statements. 
•    Develop and produce written reports and analysis for Management in respect of the outputs of the service. 
•    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
•    NICEIC Registration Electrical Qualifying Supervisor eligibility
•    City and Guilds 2391 – Inspection and Testing, or equivalent
•    Level 3 NVQ in Electrotechnical Services or equivalent
•    City and Guilds 2382-22 (or equivalent) BS 7671 (Latest Edition) 
•    Part P
•    Proven Experience in: Supervising a team of electricians, including scheduling, training, and improving performance.
•    Delivering EICR activity, installation, rewires, voids, refurbishment/upgrade, PPM and repairs.
•    Providing technical support and resolving escalated technical issues.
•    Ensuring compliance with health and safety procedures and processes.
•    Working knowledge of measured term contracts and schedule of rates.
•    Managing subcontractors to adhere to quality and cost requirements.
•    Skills: Excellent communication and leadership abilities.
•    Strong organisational and problem-solving skills.
•    Proficiency in IT, including Microsoft Office and Outlook.
•    Strong leadership and management skills
•    Ability to motivate others and lead change
•    Ability to work under pressure in a fast-paced environment
•    Strong complaints management experience
•    A passion for delivering excellent customer service
•    Ability to drive productivity and enhance performance
•    Demonstrates financial awareness for cost effectiveness, able to calculate budgets, cost, and time
•    Ability to find innovative ways to resolve problems
•    Experience working in the social housing/property sector
•    Proven track record of problem solving, identifying and resolving issues promptly
•    Good time management, planning and organisational skills
•    Strong customer experience ethos
•    Full UK Driving LicenceDesirable
•    Proven track record of electrical management in a mixed economy DLO/contractor social housing context
•    Health and Safety qualifications IOSH/SMSTS/SSSTS
•    Microgeneration Certification Scheme (MCS) accreditation: Solar PV, Battery Storage, Wind Turbines and CHP.
•    Level 4 Certificate in Electrical Safety Management in Social Housing.
•    Professional Membership of a relevant industry body (e.g. IET).

Technical Inspector - Electrical

Job Description

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

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

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

The difference you will make as a Electrical Inspector - Property Services
The Electrical Technical Inspector is responsible for ensuring the highest levels of electrical safety and compliance across Riverside’s housing stock. In this role, you will conduct technical inspections and compliance audits electrical installations including alternative technologies sys-tems. You will inspect work undertaken by contractors, field electrical team 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 and ensuring that all works complies with BS 7671 and NICEIC standards.

About you
We are looking for someone with
•    NICEIC Registration Electrical Qualifying Supervisor eligibility
•    City and Guilds 2391 – Inspection and Testing, or equivalent
•    Level 3 NVQ in Electrotechnical Services or equivalent
•    City and Guilds 2382-22 (or equivalent) BS 7671 (Latest Edition) 
•    Part P
•    Proven experience in EICR activity, installation, rewires, voids, refurbishment/upgrade, PPM and repairs.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 Electrical Inspector - Property Services:
Working as part of Riverside’s Property Services team, you will provide expert oversight of electrical 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% electrical 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 Electrical Safety Compliance: Oversee and verify that all EICR activity, installation, rewires, voids, refurbishment/upgrade, PPM and repairs are carried out in line with the latest electrical 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 electricians 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 electrical 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 electrical maintenance programs, procedures, and contractor management to improve safety and efficiency.

Key Tasks
•    On occasions carry out inspection, testing and certification of electrical installations.
•    Conduct on-site inspections of electrical installations and repair works in residents’ homes, communal areas and plant rooms.
•    Audit EICRs 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 contractors and Riverside’s electrical team, including electricians 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 electrical 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 Electrical Manager on electrical-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•    NICEIC Registration Electrical Qualifying Supervisor eligibility
•    City and Guilds 2391 – Inspection and Testing, or equivalent
•    Level 3 NVQ in Electrotechnical Services or equivalent
•    City and Guilds 2382-22 (or equivalent) BS 7671 (Latest Edition) 
•    Part P
•    Proven experience in EICR activity, installation, rewires, voids, refurbishment/upgrade, PPM and repairs.
•    Strong knowledge of electrical regulations and standards.
•    In-depth grounded understanding of BS7671.
•    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 electrical management in a mixed economy DLO/contractor social housing context
•    Health and Safety qualifications IOSH/SMSTS/SSSTS
•    Microgeneration Certification Scheme (MCS) accreditation: Solar PV, Battery Storage, Wind Turbines and CHP.
•    Level 4 Certificate in Electrical Safety Management in Social Housing.
•    Professional Membership of a relevant industry body (e.g. IET).

Area Manager - Housing and Support

Job Description

Job Title: Area ManagerContract Type: Fixed Term Contract for 12 MonthsSalary: £42,802.07 per annum (£44,208.22 per annum is achieved after 18 months successful performance in the role)Working Hours: 37.5 Hours per weekWorking Pattern: Monday - Friday, 9am to 5pm, HybridLocation: Hybrid covering schemes in Leeds and Bradford
Area Manager will be managing services in Leeds & Bradford including Bracken Court, Ladybeck House, Engage Leeds Floating Support, The Mortons & Charlton Court, Retirement Living services. Mainly working from home and attending face to face meetings when required (approx. 2-4 times a month).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 Area Manager
You will provide motivational leadership to empower and engage a team of managers across a defined geographical area. Along with your team you will deliver outstanding services that meet contractual requirements and put people first.  You will be responsible for ensuring safe operational standards and agreed performance targets are met within our care & support services.About you
We are looking for someone with:
•    Experience of managing a service for supported accommodation services
•    Experience of communicating objectives and managing performance targets to achieve the desired expectations.
•    Ability to identify, plan and prioritise tasks effectively.
•    Two years’ experience in a leadership or manager role. 
•    Be an effective team leader with strong values-based ethos - caring, empathic, supportive, flexible and a resilient can-do attitude.
•    Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements.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 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 ProfileLead the strategic development of services:
•    Deliver clearly defined outcomes and meet targets in line with commissioned contracts. 
•    Contribute to the delivery of Riverside’s Corporate Plan, ensuring corporate objectives are delivered in your area.   
•    Model and adapt services appropriately to meet changing customer demand and needs. 
•    Build positive relationships with all key stakeholders to promote and position Riverside as the preferred provider in the area – ensuring representation at strategic groups and networking events.  
•    Take responsibility for the development of new and existing services, by working with the Business Development to ensure the improvement and growth of our services.
•    Build effective partnerships across The Riverside Group, participating in wider initiatives.Finance and performance:
•    Be accountable for setting, communicating, monitoring and delivering the budget for your area. 
•    Manage and take overall responsibility for your area’s operational performance, ensuring targets are met, including rental income, and housing management.Leading a team:
•    Lead a team of managers and create a safe environment where colleagues can talk openly and honestly.
•    Clearly communicate expectations and performance targets for each service. 
•    Hold regular ‘one-to-one’ sessions with your direct reports to reflect on achievements, performance and support individual personal wellbeing. 
•    Undertake six monthly performance reviews to support and guide colleagues. 
•    Facilitate regular team meetings to update and empower your team to share ideas and best practice.
•    Recruit great people, identify succession opportunities and develop colleagues to ensure they reach their full potential.
•    Ensure the services are effectively resourced and planned to deliver a colleague rota that covers all shifts effectively.
•    Devise and deliver a comprehensive induction and continuous development plan for your team.
•    Lead your team to provide a person-centred service for customers, ensuring they are at the heart of everything you do.
•    Embrace reflective practice techniques so that your team can learn from their experiences. 
•    Recognise, praise and acknowledge achievements of your colleagues and team.

Leading a service:
•    Ensure customers and colleagues are safe by following Riverside’s Policy and Procedure framework at all times e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling.
•    Ensure customers’ views are included in the development and delivery of services, by promoting the highest levels of customer consultation, communication and co-production.
•    Make sure that services maintain and record customer information on Riverside and relevant external IT systems, ensuring information is clear, accurate and strengths-based. 
•    Produce reports, financial information and other written documentation to support contract development and delivery, as required.
•    Take overall responsibility for the housing management service within your area, working with Asset and Compliance colleagues to ensure properties are safe and that voids and repairs are managed effectively.
•    Take responsibility for the monitoring and resolution of complaints.
•    Develop and maintain dynamic risk assessment and management procedures to mitigate all risks arising. 
•    Implement and deliver a service review process to ensure continuous improvement.

Other Information
•    You will be required to deputise for other senior managers and be part of a regional “on-call” rota.
•    You will be required to travel to different properties within the defined area as and when required.
•    Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
•    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 specificationKnowledge, Skills and ExperienceEssential
•    Experience of managing a service for the required customers group (supported accommodation services)
•    Experience of communicating objectives and managing performance targets to achieve the desired expectations.
•    Ability to identify, plan and prioritise tasks effectively.
•    Two years’ experience in a leadership or manager role. 
•    Be an effective team leader with strong values-based ethos - caring, empathic, supportive, flexible and 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 team with a geographical spread.
•    Financial experience or previous budgetary responsibility.
•    Previous experience of contract management.
•    Recognised formal care, support or housing qualification

Quality Assurance Auditor

Job Description

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

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

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

The difference you will make as a Quality Assurance Auditor
The Quality Assurance Auditor (Mechanical) is to audit and assess the quality, compliance, and safety of gas-related works and associated heating, hot water, water pump systems, Heat Interface Units (HIUs), and Heat Stores carried out by both in-house engineers and external contractors. The role ensures full compliance with Gas Safety (Installation and Use) Regulations 1998, British Standards, and Riverside’s internal policies across domestic and communal heating systems, hot water installations, and associated trades. Additionally, the role involves collaborating with external third-party auditors to drive continuous improvement and maintain industry-leading safety and compliance standards, while specifically protecting the DLO’s Gas Safe registration. 

About you
We are looking for someone with
•    Gas Safe Registered Engineer with experience in compliance auditing.
•    Domestic ACS Qualifications - CCN1, CENWAT, CKR1, HTR1, CPA1, G3, Water Regs WRAS
•    Commercial ACS Qualifications- COCN1,CODNCO1, CIGA1, ICPN1, TPCP1/TPCP1A
•    Level 2 or 3 NVQ in Plumbing and Heating/BPEC or LCL equivalent
•    Unvented hot water G3, Water Regs WRAS, Part L

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

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

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

Role ProfilePrincipal accountabilities:
The difference you will make as a Quality Assurance Auditor (Mechanical Services)::
• Ensure all gas servicing, heating system repairs, hot water system installations, HIU and Heat Store maintenance, and pump servicing meet statutory, regulatory, and Riverside’s compliance standards.
• Conduct compliance audits across the domestic and communal heating, hot water, water pumps, HIU, and Heat Store teams, including associated trades.
• Audit and verify the work of both Riverside’s Direct Labour Organisation (DLO) engineers and external contractors.
• Act as the primary liaison for third-party auditors, supporting independent audits and ensuring findings are implemented.
• Identify non-compliance issues and safety risks, working with teams to implement and track corrective actions.
• Support the contract management team in assessing contractor performance and ensuring service level agreements (SLAs) are met.
• Provide training and technical guidance to engineers and contractors to improve work quality and compliance.
• Maintain detailed audit reports and compliance records, identifying trends and driving continuous improvement.
• Protect Riverside’s DLO’s Gas Safe registration by ensuring compliance with all necessary regulatory standards and implementing corrective actions as required.Role Responsibilities1. Auditing & Compliance
• Conduct audits on the installation, maintenance, and servicing of:
• Domestic and communal heating systems
• Gas appliances and heating infrastructure
• Hot water systems and boilers
• Heat Interface Units (HIUs) and Heat Stores
• Water pumps and associated plumbing works
• Verify compliance with:
• Gas Safety (Installation and Use) Regulations 1998
• Heat Network (Metering and Billing) Regulations where applicable
• Gas Safe Register requirements
• British Standards (e.g., BS 6891, BS 5440, BS 9251 - sprinkler systems where relevant)
• Water Regulations Advisory Scheme (WRAS) guidelines for water systems
• Riverside’s policies and procedures
• Conduct audits of Landlord Gas Safety Records (LGSRs) and ensure accuracy in compliance documentation.
• Identify and escalate deficiencies, risks, and potential safety concerns to senior management and contractors.
• Work proactively to protect the DLO’s Gas Safe registration, ensuring all regulatory requirements are met.2. Working with External Third-Party Auditors
• Act as a main point of contact for third-party gas, heating, and water system auditors.
• Assist in preparing documentation and compliance reports for external audits.
• Work alongside external auditors to validate compliance levels and implement their recommendations.
• Facilitate on-site inspections and provide access to necessary records and reports.
• Review external audit findings and implement corrective actions in collaboration with internal teams and contractors.3. Contractor Management & Compliance Audits
• Conduct performance audits of external contractors, ensuring compliance with gas, heating, HIU, Heat Store, and water system regulations.
• Assess contractor adherence to Gas Safe Register requirements, Heat Network Regulations, and Riverside’s quality standards.
• Provide feedback to procurement and contract management teams on contractor performance risks.
• Monitor contractor compliance KPIs and support decision-making on contract renewals and service agreements.4. Training & Support
• Deliver technical training sessions and toolbox talks on compliance, safety, and best practices.
• Provide real-time feedback to engineers and contractors following audits and inspections.
• Ensure engineers and associated trades are kept up to date with regulatory changes in gas safety, heating, and water systems.
• Support Gas Safe and external regulatory inspections and ensure compliance documentation is up to date.5. Reporting & Continuous Improvement
• Maintain comprehensive audit records, compliance reports, and contractor performance reviews.
• Identify trends, gaps, and areas for improvement in Riverside’s electrical compliance framework.
• Contribute to the development of electrical safety policies and procedures to align with best practices.
• Work collaboratively with Riverside’s Property Services, Compliance, and Asset Management teams to enhance safety standards.
• Ensure ongoing compliance to safeguard Riverside’s DLO’s Gas Safe registration, including implementing improvements where necessary.
 

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

Person specificationKnowledge, Skills and ExperienceEssential
•    Gas Safe Registered Engineer with experience in compliance auditing.
•    Domestic ACS Qualifications - CCN1, CENWAT, CKR1, HTR1, CPA1, G3, Water Regs WRAS
•    Commercial ACS Qualifications- COCN1,CODNCO1, CIGA1, ICPN1, TPCP1/TPCP1A
•    Level 2 or 3 NVQ in Plumbing and Heating/BPEC or LCL equivalent
•    Unvented hot water G3, Water Regs WRAS, Part L
•    Experience auditing and managing compliance for domestic and communal heating, hot water systems, water pumps, HIUs, and Heat Stores.
•    Proven experience in domestic gas maintenance, servicing, and repair work.
•    Strong grounded knowledge of:
o    Gas Safety (Installation and Use) Regulations 1998
o    British Standards (BS 6891, BS 5440, BS 9251, etc.)
o    Heat Network (Metering and Billing) Regulations
o    WRAS guidelines for water systems
o    Health & Safety at Work Act 1974 and risk management principles.
•    Experience in contractor performance audits and compliance assessments.
•    Strong technical report writing and analytical skills for documenting audit findings.
•    Understanding of Gas Safe requirements and the need to maintain Riverside’s Gas Safe registration.
•    Ability to liaise with third-party auditors and regulatory bodies.
•    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
•    Experience working in social housing, DLO operations, or compliance management for multi-trade teams.
•    Knowledge of compliance management software and audit tracking systems.
•    Experience delivering technical training and best practice workshops.
•    Awareness of CDM regulations and building compliance frameworks.
•    Health and Safety qualifications IOSH/SMSTS/SSSTS
•    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).

Quality Assurance Manager

Job Description

Job Title: Quality Assurance ManagerContract Type: PermanentSalary: £58,451.1 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.
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 Quality Assurance Manager 
To lead, manage, and oversee the quality assurance and compliance auditing functions for all building services across Riverside’s property portfolio. This includes accountability for compliance relating to gas, heating, hot water, water pumps, electrical systems, Heat Interface Units (HIUs), and Heat Stores, as well as managing and supporting the associated compliance auditors. The role ensures the highest standards of safety, regulatory compliance, and quality of work delivered by both Riverside’s Direct Labour Organisation (DLO) and external contractors, while safeguarding Riverside’s essential accreditations (Gas Safe Registration, NICEIC Registration, and related compliance frameworks).About you
We are looking for someone with
•    Qualifications in building services management, compliance auditing, or a relevant tech-nical discipline.
•    Extensive experience managing compliance and quality assurance in building services, specifically within gas, heating, hot water, electrical systems, and related areas.
•    Comprehensive knowledge of relevant regulations, including:
o    Gas Safety (Installation and Use) Regulations 1998
o    BS 7671 Wiring Regulations
o    Electricity at Work Regulations 1989
o    Heat Network (Metering and Billing) Regulations
o    Health & Safety at Work Act 1974
o    CDM Regulations
•    Demonstrated leadership experience, managing compliance auditors and teams.

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 Quality Assurance Manager (M&E Services):
• Provide leadership and strategic direction to the Quality Assurance Compliance Auditors across gas/heating/water and electrical systems.
• Ensure Riverside’s ongoing compliance with relevant statutory, regulatory, and organisational standards, including but not limited to:
• Gas Safety (Installation and Use) Regulations 1998
• BS 7671 Wiring Regulations
• Electricity at Work Regulations 1989
• Health & Safety at Work Act 1974
• Heat Network (Metering and Billing) Regulations
• Water Regulations Advisory Scheme (WRAS)
• All relevant British Standards
• Maintain Riverside’s critical industry accreditations (Gas Safe and NICEIC registrations) by proactively identifying and mitigating compliance risks.
• Develop, implement, and maintain effective auditing frameworks, reporting processes, and continuous improvement practices.
• Act as a primary liaison with external regulatory bodies, auditors, and compliance agencies.
• Lead on reviewing contractor performance, ensuring compliance with contractual obligations and regulatory requirements.
• Provide oversight, mentoring, and professional development to compliance auditors to continuously improve Riverside’s compliance assurance capability.

Role Responsibilities1. Leadership and Strategic Oversight
• Lead the compliance auditing function for Riverside’s full spectrum of building services:
• Gas and heating systems
• Electrical systems
• Hot water systems and water pumps
• Heat Interface Units (HIUs) and Heat Stores
• Provide strategic compliance advice to senior management, identifying potential risks and implementing proactive mitigations.2. Compliance Management
• Ensure effective auditing and compliance monitoring frameworks are implemented consistently across all building service teams.
• Oversee internal audits of work conducted by Riverside’s DLO teams and external contractors.
• Ensure timely identification, reporting, and rectification of non-compliance issues.
• Safeguard Riverside’s critical registrations, including Gas Safe and NICEIC, by continuously meeting compliance obligations.3. External Audits & Regulatory Liaison
• Serve as the key point of contact for external auditors, compliance regulators, and accreditation bodies.
• Oversee the preparation, response, and follow-up actions related to external compliance audits.
• Implement recommendations from external auditors, ensuring Riverside’s practices remain aligned with best practices and regulatory changes.4. Contractor Performance & Quality Assurance
• Lead regular reviews of external contractor performance, ensuring compliance with regulatory, contractual, and organisational standards.
• Provide detailed reporting to senior management on contractor compliance performance, highlighting risks and recommending improvements.
• Support procurement and contract management teams with compliance-related input for contract specifications, renewals, and performance management.5. Training & Development
• Coordinate and deliver compliance training, briefings, and best practice updates to auditors, operational teams, and contractors.
• Provide technical guidance, support, and mentorship to compliance auditors and operational teams.6. Reporting & Continuous Improvement
• Prepare and present comprehensive compliance reports to senior leadership, detailing compliance performance, risk assessments, and action plans.
• Develop, review, and continuously improve compliance policies, procedures, and guidance documents.
• Analyse trends and insights from audit findings to inform strategic decisions and enhance service quality.

Key Tasks
•    Manage and support a team of compliance auditors, ensuring clear objectives and high performance.
•    Ensure accurate records and robust documentation of compliance activities across all building services.
•    Regularly attend and lead meetings focused on compliance, contractor management, and continuous improvement.
•    Conduct periodic site visits to validate auditor findings and ensure quality assurance standards.
•    Maintain up-to-date knowledge of changes in compliance standards, regulations, and best practices within building services.
•    Investigate and resolve complaints (both informal and formal) and expressions of dissatisfaction with the service. Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learned, share them with the senior management team and wider administrative team, review processes to avoid similar occurrences, and arrange additional training if required.
•    Ensure compliance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022.
•    Post holder will be required to participate in out of hours rota for repairs and maintenance services on a regular basis.Person specificationKnowledge, Skills and ExperienceEssential
•    Qualifications in building services management, compliance auditing, or a relevant technical discipline.
•    Extensive experience managing compliance and quality assurance in building services, specifically within gas, heating, hot water, electrical systems, and related areas.
•    Comprehensive knowledge of relevant regulations, including:
o    Gas Safety (Installation and Use) Regulations 1998
o    BS 7671 Wiring Regulations
o    Electricity at Work Regulations 1989
o    Heat Network (Metering and Billing) Regulations
o    Health & Safety at Work Act 1974
o    CDM Regulations
•    Demonstrated leadership experience, managing compliance auditors and teams.
•    Proven ability to safeguard and maintain critical accreditations (Gas Safe, NICEIC).
•    Strong analytical and technical reporting skills, able to present findings clearly to senior stakeholders.
•    Experience working collaboratively with external auditors, regulatory bodies, and contractors.
•    outstanding 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
•    Chartered membership or equivalent in a relevant professional institution (e.g., CIBSE, CIOB, IOSH).
•    Experience working in social housing, DLO operations, or compliance management for multi-trade teams.
•    Experience using compliance management software and data analytics tools.
•    Proven track record in training and developing staff on compliance and safety standards.
•    Awareness of building compliance frameworks.
•    Health and Safety qualifications IOSH/SMSTS
•    Microgeneration Certification Scheme (MCS) accreditation
 

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)
 

Senior Credit Controller

Job Description

Job Title: Senior Credit ControllerContract Type: Fixed Term Contract for 6 MonthsSalary: £ 30,601.38 per annum (£33,822.62 per annum is achieved after 12 months successful performance in the role)Working Hours: 35 Hours per week Working 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 Senior Credit Controller
Carry out financial and administrative activity in relation to invoice processing and enable the effective recovery of debt from sundry debtors on behalf of the Group.
Deputise for the Credit Control team leader.

About you
We are looking for someone with
•    2+ years of experience of working in a sales ledger / accounts receivable role
•    Excellent attention to detail
•    Working knowledge of financial controls
•    Ability to work independently and within a team
•    Strong organisational skills to meet deadlines

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 
•    Run the billing and invoicing processes
•    Report on and process sales invoices and credit notes
•    Importing of invoices into accounting system via CSV Excel
•    Upload invoices to customer portals
•    Send statements to support the credit controllers
•    Accurately allocate all customer payments daily
•    Weekly / monthly reporting of sales and payments
•    Process journals into the accounting system
•    Create and maintain customer accounts
•    Assist the team leader with streamlining and improving processes
•    Provide cover and support to other team members as needed
•    Deputise for the Credit Control Team Leader in their absence
•    Other ad hoc duties as assigned by the Credit Control Team Leader
•    Work collaboratively with the management team to ensure effective delivery of the wider 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 specificationKnowledge, Skills and ExperienceEssential
•    2+ years of experience of working in a sales ledger / accounts receivable role
•    Excellent attention to detail
•    Working knowledge of financial controls
•    Ability to work independently and within a team
•    Strong organisational skills to meet deadlines
•    Strong verbal and written communications skills
•    Knowledge of Microsoft Excel (formulas, pivot tables, VLOOKUP’s)
•    Working within a housing environment
•    Knowledge of housing sector and care and support income streams
•    Experience of finance systems 
•    Experience of customer account reconciliations
•    Customer focussed with excellent written and verbal communication skills with the ability to work at all levels in the business. 
•    Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.

Desirable
•    Member of, or working towards being a member of, The Chartered Institute of Credit management or other professional qualification relevant to the role