Location
Carshalton, London Borough of Sutton

Hours
Full Time (hours not specified)

Salary
£30,994 per annum

About the Borough
With a workforce of two hundred colleagues, we are small enough to be friendly and large enough to offer scope to develop and progress your career. Based in Sutton Town Centre with excellent transport links in and out of London, our colleagues engage with residents in the borough and beyond. Our strength lies in the knowledge, experience and commitment of our colleagues to deliver excellent services to residents. As a landlord organisation, we enable families and households to be safe in their homes, sustain their tenancy and lead healthy, rewarding lives.

About the Service and Team
Sutton Connect is a short intervention service providing essential support to residents aged 55 and over living in the London Borough of Sutton and Sutton Housing Partnership tenancies. We help residents maintain independent living by supporting skill development, offering information, guidance, and access to services and activities that enhance independence, health, and wellbeing. The team includes a Housing Support Manager, two full-time Coordinators, and one part-time Coordinator. Together, we bring extensive knowledge and experience in benefit maximisation, housing applications, and tenancy sustainment. We work proactively and collaboratively, sharing knowledge and ideas to support SHP HOME Values and the Independent Living Team.

About the Role
As the first point of contact for customers and visitors, you will handle enquiries effectively and provide accurate information, advice, and support to Sutton Connect clients. You will ensure prompt, professional, and consistent communication, complying with policies, processes, performance targets, and service standards. Responsibilities include managing customer interactions through a customer relationship management system and other in-house systems, producing correspondence, collating statistical and management information, liaising with partners and stakeholders, arranging meetings, and taking minutes.

Our Offer to You
We value our colleagues and reward them fairly through SHP’s pay and reward systems. We promote a good work-life balance and offer key benefits including membership of the Local Government Pension Scheme with employer contributions of 18.4% from April 2025, annual leave of 28 or 33 days plus bank holidays, a Simply Health Cash Plan for dental, optical, consultations and scans, employee benefits such as cycle to work and discount schemes, a confidential Employee Assistance Programme available 24/7, and investment in learning and development through e-learning and instructor-led training with opportunities for external courses.

Application Process
Please refer to the job profile to ensure you meet the essential criteria before applying. Complete the online application form and include a supporting statement addressing how you meet the criteria. The closing date is indicative; early application is advised as the vacancy may close once sufficient applications are received. We anonymise applications to reduce bias and promote diversity. We guarantee to interview all disabled applicants who meet the minimum criteria and ensure an inclusive, accessible recruitment process.

Additional Information
We are proud to be a diverse and welcoming organisation that reflects the community we serve. We celebrate differences and welcome applications from underrepresented groups. Please note the UK points-based immigration system affects sponsorship availability, which is subject to eligibility and budget constraints and evaluated on a case-by-case basis.

Experience
- Proven experience in providing excellent customer service
- Experience with administrative procedures and systems
- Competence in using G Suite
- Understanding of the social housing context

About You
- Resilient, solution-focused, and adaptable
- Ability to follow agreed procedures methodically and accurately record information
- Strong communication skills with the ability to respond clearly and accurately to customer enquiries via digital media, telephone, face-to-face, and in writing
- Good negotiation skills

Qualifications
No specific qualifications are stated; however, meeting the essential criteria outlined in the job profile is required.