Localities Operations Co-ordinator - Worcestershire - Worcester, Worcestershire
| Posting date: | 04 June 2025 |
|---|---|
| Salary: | £26,000 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 04 July 2025 |
| Location: | Worcester, Worcestershire, WR5 1AQ |
| Company: | Platform Housing Group |
| Job type: | Permanent |
| Job reference: | 1109879 |
Summary
We’re looking for a compassionate, organised, and confident communicator to join us as a Localities Operations Coordinator, playing a vital role in supporting our Neighbourhoods team.
This is a full-time, permanent role that acts as the first point of contact (mainly by telephone) for safeguarding, antisocial behaviour (ASB), and domestic abuse concerns raised by customers. You’ll triage and risk-assess incoming cases, provide updates and reassurance to residents, and ensure our Neighbourhood Officers can respond quickly and effectively.
You’ll be investigating and resolving enquiries, demonstrating ownership of each call handled by questioning and understanding individual circumstances.
You’ll gather sufficient details to risk assess. You’ll need to be able to handle every call professionally, ask the right questions, listen for vital details and log information quickly and accurately. It's also important to be able to strike the fine balance between showing empathy with every caller while not becoming emotionally involved when dealing with sometimes difficult circumstances.
You’ll also carry out a range of administrative tasks to support the team — from managing case records and shared inbox queries.
This is a home-based position, but you'll be expected to work from our Worcester Central Park office twice a week to stay connected with your team and access peer support.
About You
You’ll bring a calm, customer-first approach and be confident handling sensitive and sometimes challenging telephone conversations. You’re someone who communicates clearly and compassionately, offering reassurance and practical guidance while maintaining a professional and empathetic tone.
You’ll need:
Experience in a customer-facing role, particularly where conversations can be emotive or complex
The ability to show empathy, resilience and professionalism under pressure
Strong communication skills — especially over the phone
A high level of organisation and attention to detail in record-keeping and administration
Basic digital skills (email, spreadsheets, internal systems) and a willingness to learn
It would also be great if you have:
Experience in housing, safeguarding, contact centres, or public services
An understanding of social issues like domestic abuse, mental health, or ASB
Familiarity with risk assessment or triaging support needs
You’ll receive a full induction and training, including shadowing colleagues and learning about safeguarding and domestic abuse procedures.
This is a full-time, permanent role that acts as the first point of contact (mainly by telephone) for safeguarding, antisocial behaviour (ASB), and domestic abuse concerns raised by customers. You’ll triage and risk-assess incoming cases, provide updates and reassurance to residents, and ensure our Neighbourhood Officers can respond quickly and effectively.
You’ll be investigating and resolving enquiries, demonstrating ownership of each call handled by questioning and understanding individual circumstances.
You’ll gather sufficient details to risk assess. You’ll need to be able to handle every call professionally, ask the right questions, listen for vital details and log information quickly and accurately. It's also important to be able to strike the fine balance between showing empathy with every caller while not becoming emotionally involved when dealing with sometimes difficult circumstances.
You’ll also carry out a range of administrative tasks to support the team — from managing case records and shared inbox queries.
This is a home-based position, but you'll be expected to work from our Worcester Central Park office twice a week to stay connected with your team and access peer support.
About You
You’ll bring a calm, customer-first approach and be confident handling sensitive and sometimes challenging telephone conversations. You’re someone who communicates clearly and compassionately, offering reassurance and practical guidance while maintaining a professional and empathetic tone.
You’ll need:
Experience in a customer-facing role, particularly where conversations can be emotive or complex
The ability to show empathy, resilience and professionalism under pressure
Strong communication skills — especially over the phone
A high level of organisation and attention to detail in record-keeping and administration
Basic digital skills (email, spreadsheets, internal systems) and a willingness to learn
It would also be great if you have:
Experience in housing, safeguarding, contact centres, or public services
An understanding of social issues like domestic abuse, mental health, or ASB
Familiarity with risk assessment or triaging support needs
You’ll receive a full induction and training, including shadowing colleagues and learning about safeguarding and domestic abuse procedures.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.