Tenancy Coach – Rochdale Boroughwide Housing, Rochdale

Job Title: Tenancy Coach

Hours: Full Time (36.25 per week)

Contract: Permanent

Location: Rochdale

Salary: £33,542

Rochdale Boroughwide Housing (RBH), has an opportunity for a Tenancy Coach to provide targeted tenancy coaching and early intervention support to customers, helping them understand and successfully manage their tenancy responsibilities.

The role requires travel within the Rochdale Borough. A full UK driving licence and vehicle available for business use is essential.

Working closely with Neighbourhood Housing Officers, the Tenancy Coach will focus on prevention and tenancy sustainability through customer education, guidance, coaching and signposting. The role aims to build customer confidence, independence and resilience by helping customers understand their tenancy obligations, access appropriate services and develop the skills required to successfully maintain their tenancy.

The Tenancy Coach will work with new and existing customers where there are identified risks to tenancy sustainability, delivering practical interventions that promote customer responsibility, positive behaviours and successful long-term tenancy outcomes. Effective partnership working will be essential to ensure customers can access appropriate specialist advice, support and services where required. You will:

• Provide tenancy coaching and practical guidance to customers to help them understand and fulfil their tenancy obligations and responsibilities.
• Work closely with Neighbourhood Housing Officers to identify customers who would benefit from early intervention and tenancy coaching support.
• Support new customers during the early stages of their tenancy, helping them understand tenancy conditions, rent responsibilities, property care expectations and the services available to them.
• Deliver targeted interventions that help customers develop the knowledge, confidence and skills required to successfully manage and sustain their tenancy.
• Identify factors that may impact tenancy sustainability and work with customers to develop practical action plans that reduce potential risks and promote positive outcomes.
• Provide advice and guidance regarding tenancy responsibilities including property condition, neighbourhood expectations, waste management, rent responsibilities, customer conduct and maintaining a safe home environment..
• Support customers in accessing internal and external services that can assist with identified needs, making referrals and signposting, where appropriate.

We’re looking for: 

• A full UK driving licence and access to a vehicle for business use
• A CIH Level 3 qualification (or equivalent), or willingness to work towards
• Experience of working within housing, customer services, tenancy management, coaching or a customer-facing environment
• Experience of working with customers in a coaching, advisory, housing or customer service environment.
• Good understanding of tenancy agreements, tenancy responsibilities and tenancy sustainment principles.
• Experience of delivering customer-focused interventions that support behaviour change and positive outcomes.
• Ability to build trusting relationships and engage effectively with customers from diverse backgrounds.
• Strong understanding of the challenges that can impact successful tenancy sustainment.
• Ability to identify customer needs and provide appropriate signposting and referral pathways.
• Experience of maintaining accurate records and managing customer caseloads.
• Good IT skills and confidence using housing management systems, Microsoft 365 and case recording systems.
• Understanding of safeguarding, vulnerability, equality, diversity and inclusion principles.

This is an opportunity to make a genuine difference to the lives of customers facing some of the most challenging circumstances.

You'll join a dedicated and supportive team committed to safeguarding customers, strengthening communities and delivering excellent housing services. Every day will bring new challenges, opportunities to learn and the chance to make a lasting impact on people's lives.

What Do We Have to Offer You?

In addition to a competitive salary of £33,542, you will benefit from:

• 30 days annual leave plus Bank Holidays
• Flexible and smart working arrangements
• Healthcare cashback plan, virtual GP access and subsidised gym membership
• Employee Assistance Programme available 24/7
• Paid volunteering days
• Enhanced family-friendly policies
• Learning and development opportunities
• Plus, so much more

Diversity, Inclusion & Belonging

RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability, as defined by the Equality Act 2010, and meet the role's minimum requirements as set out in the advert and role profile.

Artificial Intelligence

We recognise that AI can be a useful tool when preparing applications. However, all information, examples and achievements included in your application must be truthful, accurate and based on your own experience.

Please review the Role Profile to understand the full requirements of this role.