Scheme Officer

Per year

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At SNG (Sovereign Network Group), we provide good, affordable homes that give people the foundation for a better life. With 86,000 homes across the South of England, we are one of England’s largest housing associations—and every colleague has the opportunity to make a visible difference to our customers and communities.

We’re looking for a compassionate, proactive and customer-focused Scheme Officer to join our Housing for Older People team in Plymouth and help customers feel safe, connected and proud of where they live.

This is a varied and rewarding role where no two days are the same. You’ll be a trusted, visible presence across five housing schemes, building strong relationships, supporting customers to live independently and helping each community thrive.

The role

As a Scheme Officer, you’ll take ownership of the day-to-day service across five schemes. You’ll listen to customers, act quickly when something needs attention and bring together colleagues, contractors and local partners to achieve positive outcomes. From welcoming a new customer to checking building safety or creating opportunities for people to connect, your work will have an immediate impact.

What you’ll be doing

• Being a visible and trusted point of contact, helping customers maintain their independence, wellbeing and tenancy
• Welcoming new customers through viewings, inductions and settling-in visits
• Managing day-to-day housing matters and providing clear, practical advice
• Responding sensitively and confidently to neighbour disputes and lower-level anti-social behaviour
• Keeping schemes safe, welcoming and well maintained through regular inspections, risk checks and oversight of contractors
• Supporting essential building safety work, including fire, gas and electrical safety requirements
• Coordinating repairs and improvements and following issues through to completion
• Installing and supporting careline and pendant alarm systems
• Building strong relationships with health and social care professionals, advocacy groups and community organisations
• Encouraging customer involvement and helping create lively, inclusive communities where people feel heard
• Keeping accurate customer and property records so colleagues have the information they need to deliver a joined-up service

What you’ll bring

You’ll enjoy working directly with people, be confident taking ownership and know how to build trust with customers, colleagues and local partners. You may already work in housing, community services, support, care or customer service—or bring relevant experience from another people-focused role.

We’re looking for someone who can

• Communicate clearly and warmly, adapting their approach to individual needs
• Build trust and work well with customers, colleagues and external agencies
• Organise a varied workload, balance competing priorities and follow actions through
• Handle sensitive information appropriately and maintain accurate records
• Spot issues early and take a practical, solution-focused approach
• Use digital systems confidently to support an efficient and responsive service
• Show a genuine commitment to excellent customer service, inclusion and helping older people live independently

An additional skill that would make a real difference

One of the five schemes is home to a Chinese Elders community. The ability to speak Cantonese or Mandarin would therefore be beneficial, helping customers communicate in the language they are most comfortable using and supporting strong, trusted relationships. These language skills are desirable rather than essential, and we welcome applications from everyone with the experience and values needed for the role.

We have some great benefits at SNG, including

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25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)

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Chance to buy or sell holiday as part of our flexible benefits package

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3 additional wellbeing days and 2 paid volunteering days

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Generous matched pension scheme up to 12% and Life cover at 4x salary

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Enhanced maternity/paternity/adoption pay

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Options for private medical insurance, dental insurance and critical illness cover

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Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.

Please note a Basic DBS check will be undertaken for the successful candidate.