SNG (Sovereign Network Group)

Project Officer

• Coordinate and distribute essential support for customers
• Respond to customer queries, establish their needs, and ensure appropriate support and onward referrals
• Respond to and appropriately deal with service enquiries received via the inbox, team Dynamics tasks, and SNG website
• Administer, coordinate, implement, deliver, and monitor customer grants and support interventions
• Process finance requests
• Support other Employment and Skills-related projects
• Provide efficient and effective project, triage, and administrative support to the Employment, Skills and Inclusion Team
• Work with customers, colleagues, and external organisations

Employment and Skills Project Officer

Manager

• Lead, manage and motivate a team of Supported Housing – Extra Care Officers
• Provide housing management services to Extra Care customers in collaboration with scheme colleagues, SNG colleagues, local authority commissioning teams and care providers
• Ensure Extra Care housing is managed in line with contractual obligations
• Take responsibility for financial performance and lettings
• Identify service improvements and maintain high-quality data
• Deliver consistent, high-quality customer-centric support services, including allocations, income and tenancy management
• Manage operational performance across supported housing, including health and safety, compliance, finance, customer satisfaction and lettings
• Build and manage relationships with local authorities and external partners
• Ensure services are delivered within approved budgets, contractual requirements, legislative and regulatory frameworks, and best practice
• Lead investigations of complaints, anti-social behaviour and safeguarding cases, ensuring resolution
• Ensure residents have a safe living environment and staff and contractors work safely

Supported Housing Manager – Extra Care

Customer Support

• Act as the first point of contact for retrofit customer enquiries and complaints
• Conduct initial triage and video diagnostics to identify issues and determine next steps
• Manage customer cases, ensuring accurate records and timely updates
• Coordinate appointments, contractor visits, and follow-up actions
• Work closely with contractors, Resident Liaison Officers, and technical teams to resolve issues
• Support complaint handling and help identify opportunities to improve the customer experience

Employment and Skills Project Officer

Supported Housing Manager – Extra Care

Coordinator – Retrofit Delivery Customer Care