Additional role requirements: DBS check Driving licence A little bit about what we are looking for As PA Housing s ambassador, your primary responsibility will be to consult, liaise, and support our customers and service providers for all major works conducted by our Stock Investment team. Acting as the main contact for residents throughout the major works process, you will play a critical role in ensuring excellent service delivery and achieving resident satisfaction targets across all areas. We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel. Of course if you'd prefer to be in the office more, then that is completely fine with us too As part of our commitment to promoting work-life balance, we offer an optional 9-day fortnight scheme. With this arrangement, you have the opportunity to compress your hours into nine days, allowing you to enjoy a bonus day off every fortnight. It's our way of empowering you to achieve greater flexibility and recharge, helping you be your best self. Your responsibilities Customer Engagement: Build strong relationships with residents, acting as their main contact throughout major works projects (e.g., kitchens, bathrooms, roof replacements, windows, doors, electrical rewires). Consistently deliver high standards of customer service. Needs Assessment and Safeguarding: Identify and address residents' needs (mental health, cultural, mobility) before major works begin. Refer anti-social behaviour, safeguarding concerns, and vulnerable residents to the Tenancy Solutions team for early intervention. Community and Partnership: Lead community investment and resident involvement initiatives with partnering contractors. Collaborate with safer neighbourhood teams, external agencies, and other partners to deliver planned works. Work with financial inclusion teams to guide residents toward training, education, and employment opportunities. Contractor Coordination: Work closely with contractors' Resident Liaison Officers (RLOs) to ensure consistent service delivery. Assist the Stock Investment team to ensure contractors adhere to PA s policies and procedures. Attend and participate in contractor progress meetings. Site Management and Safety: Conduct regular site visits to ensure residents' needs are met and address issues with contractors and colleagues. Raise and address site matters, including health and safety concerns and workmanship issues. Communication and Feedback: Handle communications and complaints from internal and external customers. Analyse customer feedback to identify trends and implement improvements. Project Communication: Oversee and coordinate all communications from PA and contractors to residents, colleagues, and stakeholders. Organise and participate in resident meetings to discuss planned works. Keep staff informed about project timelines, progress, and access issues. Promote services using digital solutions, such as Unity posts and the website. We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert. Our ideal candidate Industry Experience: Experience in the construction or repairs industry, particularly within a maintenance department in an RSL or customer-facing private sector organisation. Contractor and Supplier Management: Proven ability to manage contractors and suppliers effectively. Customer Service: Strong background in customer service, with experience resolving complaints and using complaint management systems. Community Engagement: Experience working with local community groups and external support agencies. Technical Skills: Proficient in intermediate IT skills, including Word, Excel, and MS Outlook. Housing Management Systems: Familiarity with Northgate Housing Management and Keystone Asset Management systems. Disclosure and Barring Service: This role of requires the successful candidate to complete a basic DBS check. A basic DBS check will show any unspent convictions. So why do we need to know this information? This role will be required to visit / support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing. Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action, if any, have you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment. AGENCIES: We know where you are if we need your support so please do not contact us. To apply for this role please click on the apply button or for any enquiries please email recruitmentpahousing.co.uk - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered. please note this is a non contractual benefit and may be subject to change