Neighbourhood Housing Officer
Permanent
Full-Time
£35,984 per annum + Essential Car User Allowance (£1460)
Liverpool, Sefton & Wirral
We are Prima Group, an innovative not-for-profit housing organisation, based in Liverpool.
We own and manage 2800 homes across Merseyside and are keen to grow by providing more new homes over the coming years. Our team of over 90 employees, working alongside our partners, provides excellent services to our customers delivering on our key aim of ‘putting customers and communities first.’
We demonstrate agility and innovation in all business areas, which earned us our place in the top 10 of Housing Digital’s Top 30 Digital Housing Providers.
We see our people as our key asset. Driven by our values, we aim to be an employer of choice, offering a modern workplace, free parking, and a range of employee benefits.
Taking pride in our people, we want to attract the very best. Our employees rate us highly, and we get great feedback on what it’s like to work here.
Main Duties
Customers
Be the key customer contact, making Prima Group visible within our communities and identify opportunities to engage customers.
Build strong relationships with customers to enable them to sustain their tenancy.
Provide housing related support, acting as an advocate for customers and referring to specialist services were required. Identify opportunities for customer involvement and work with the insight and innovation team to deliver the required outcomes.
Responsible for providing a financial wellbeing service for customers. Implementing payment agreements were appropriate to maximise income for the business and support the income team where required.
Complete visits for all new customers to check they have settled into their home and ensure we are still meeting their needs.
Complete visits for all existing customers at least once a year to ensure customers are maintaining their property in line with tenancy agreements, identifying any support needs, repair issues and changes to household data.
Ensure all customer data records are kept up to date following each contact.
Tenancy
Deliver a comprehensive housing management service.
Lead the empty homes process and ensure new customers have access to any support and “know how” to manage their tenancy. Provide tenancy support to customers to enable customers to sustain their tenancies.
Contribute to maintaining and improving the appearance of our communities, carrying out enforcement actions where needed.
Respond to and deal with reports of nuisance and ASB, to prevent escalation and ensure appropriate resolutions.
Responsible for managing all low level and high level ASB cases for a dedicated patch.
Monitoring Service Charge contractor performance on your patch and working alongside our assets team.
Support other colleagues delivering customer facing services such as Income Officers, Customer Services Assistants, Surveyors and Scheme Managers when required.
Ensure systems are updated with accurate and up to date information so that other teams are aware of the status of customer case management.
Assist the Voids and Lettings Co-Ordinator to let our homes to minimise rent loss and re-let costs.
Carry out viewings and signups with prospective customers.
Communities
Work with and understand your community needs to inform the development of community plans, which respond to opportunities and challenges.
Deliver community plan actions, monitoring the impact of our work.
Build local effective partnerships to improve services, training and work opportunities for customers and identify development or service opportunities for Prima.
Collaborate with compliance colleagues to manage any risks within the community, and to deliver safe and sustainable homes and communities.
Collaborate with the Community Cohesion Officer on projects.
Capture all social value related tasks and ensure systems are updated appropriately.
Undertake any other duties to achieve personal, team and organisational objectives.
Requirements
Positive attitude to customers.
Demonstrates drive and resilience.
Self-starting and self-motivated.
Does what it takes to get the right outcome.
Confident
Curious
Supportive
Organised
Analytical problem solving
Adaptable
Customer Focus
Communication
Relationship building
Influencing
Skills & Competencies
Educated to GCSE level or equivalent
Relevant professional qualification or recognised degree is desirable
Experience working in a Housing Officer role or experience of delivering housing management services in a registered provider (RP), not for profit or public-sector organisation.
Good working knowledge of processes relating to different housing tenure types.
Good knowledge of housing regulations/ law and associated practices.
Experience of delivering face to face customer service with the ability to have honest conversations with customers.
Experience of developing partnership working with support agencies, local authorities and community groups.
Good understanding of the social, economic and political context in the neighbourhoods in which we operate.
Good understanding of welfare reform.
Experience of using ICT systems , Customer Relationship Management systems and Microsoft office software.
Benefits
Healthcare Cash Plan scheme
Salary sacrifice scheme for qualifying staff
Pension scheme
24 days annual leave plus bank holidays and 4 Concessionary Days over the Christmas period off
Birthday Annual Leave
Volunteering Scheme
Long Service Awards
35-hour week Monday-Friday
Fully flexible working arrangements – hybrid working from the office and from home
Free parking on site at Prima’s two offices
So, if you share our vision and values, possess a can-do attitude, and want to be at the forefront of shaping Prima Group’s ambitions, then we would love to hear from you.
Prima Group is signed up to the Disability Confident Scheme and as such, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy. Please specify if you wish to be considered under this scheme.
Please click Apply Now if you want to apply.
Closing date for applications - 29th April 2026