Coordinator - Empty Homes (Customer Insight)

Discipline: Community & Business Planning
Job type: Permanent
Salary: £26,533 - 31,143
Contact email:
Job ref: 002363
Published: 17 days ago
Expiry date: 29 Jul 2024 23:59

Department: Communities

Reports To: Team Leader - Empty Homes

Directly Responsible For: N/A

Hours: 37


Overall team / department

The purpose of the department is to build strong customer relationships, sustain tenancies, maximising income, and ensuring the creation and management of safe and sustainable neighbourhoods. The team comprises of:

The Housing Team is responsible for building strong relationships with their customers to enable them to sustain their tenancy. They maintain contact with the customer throughout their tenancy, identifying where customers need additional support to maintain their tenancies in line with our requirements.

The Community Safety Team provides a responsive and proactive service to customers to tackle all forms of anti-social behaviour (ASB), and domestic abuse. The team also offers signposting to support services for mental health and wellbeing for a defined period. These teams work closely with the Advisors - Housing on a case management basis to enable them to sustain their tenancy and remain safe in their home and their community.

The Income Team, which is responsible for effective arrears management and a financial wellbeing service for customers. The team proactively manages all housing debt types, implementing payment agreements when appropriate and pursuing debt recovery to maximise income for the business.

Key role priorities

*        Support the delivery of an effective and efficient empty homes service which places the customer at the centre of all activities.

*        Deliver a customer focused service through the allocation of homes and onboarding of new customers.

Key working relationships

*        Co-ordinator – Empty Homes will work closely with all colleagues across the business to reduce property re-let time and maximise income

*        Co-ordinator - Empty Homes must work with customers, partners and key external stakeholders to achieve the service's objectives.

Main duties & responsibilities

*        Make the best use of our homes through all allocation options, in accordance with the agreed policies and procedures.

*        Support new customers as they move into our homes, completing affordability assessments and identifying any support needs.

*        Promote partnership working across teams to support empty homes performance.

*        Ensure process compliance across the team (including CORE).

*        Ensure systems are updated with accurate and up to date information

*        Liaise with 3rd parties to deliver a customer focused empty homes service. (Local Authorities, Choice Based Lettings)

*        Identify areas for improvement and feed these to the Empty Homes Team Leader.

*        Input to the review and development of processes

*        Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.

*        Identify gaps in service provision to support the development of community investment projects.

*        Identify opportunities for customer engagement and work with customer engagement team to deliver the required outcomes.

Key measures of success

*        Empty Homes performance – relet days target met

*        Process compliance

*        Customer Satisfaction target achieved

*        Tenancies sustained

Livving our values

Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:

Making a difference daily

We invest in our people, our customers and in the creation of a fairer society.

Positively open

We’re always open to feedback as we strive to deliver a first-class customer experience.

Forging the right way

We’re creating an inspiring road which others will want to follow

Together as one

Our teams work on another level of cohesiveness to enable us to deliver better outcomes.

Each one of us

- listens to our customers and makes their needs a priority

- is committed to equality, diversity, and inclusivity

- takes a flexible approach and works where we are needed

- follows health and safety guidelines to keep ourselves, colleagues, and customers safe

- helps reduce risks by proactively communicating any potential issues to our line managers

- protects sensitive information by safeguarding customer, colleague, and third-party data

- is guided by our policies, procedures, and social aims

- is dedicated to continual learning and taking ownership of our personal and professional development.

Person Specification

E - Essential criteria / D - Desirable criteria

Education & Qualifications

3 GCSEs (Level 4 or above) or equivalent relevant customer service experience(E)


Experience of delivering excellent customer service (E)

Experience of working in a team (E)

Experience of following procedural guidelines to resolve a range of enquiries (E)

Skills, knowledge & ability

Excellent communication skills (E)

Good problem solver (E)

IT skills, including use of Microsoft Office packages (E)

Personal characteristics

Customer Focused approach(E)

Confident and Resilient (E)


Flexible approach to hours worked (E)


Give Get Go 

As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.

Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.

Equality and Inclusion

Please visit here to read more about Livv inclusive and our approach to equality and inclusion.

Disability Confident 

The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.

We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.

Data Protection 

We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.

For full details please see our Job Applicant Privacy Policy

If you require any additional support when completing your application, please contact us