Up to 28 days holiday
Flexible working arrangements
Workplace pension

Localities Operations Co-ordinator East Midlands

Salary £26,019 - £28,910 dependent on experience + excellent benefits
Location Homebased with travel to Worcester, Birmingham as required
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

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 or by people in the community. 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. 

Geographically, areas this role will cover will be Lincolnshire, Leicestershire, Nottinghamshire. 

This is a home-based position, but you'll be expected to attend team meetings every 2 months in Newark and also to travel to Group offices and other locations as required. Our Group offices are located at Birmingham Business Park Solihull and Central Park, Worcester.      

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. 

The Company

Join us and find your purpose at Platform!

Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people’s lives.

You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers.

We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage.  After all, we want to attract the best people to work for us and we know that one size does not fit all.

Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events.  This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy.

If we receive a high number of applications, this vacancy may expire prior to the closing date. Please apply early to avoid disappointment.

Platform Housing Group are committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all.

Why Work Here?

Benefits

Great opportunities

for further development and training

Up to 28 days holiday

plus bank holidays

Workplace pension

with employer contributions of up to 12%

Company van and
uniform

Depending on role

Flexible working arrangements

with remote working widely available

iPad and mobile
phone

Depending on role

Our Values

People Matter

We put colleagues and customers at the heart of all we do. Valuing difference, we are free to challenge each other and are open and honest in our relationships.

Own It

We say what we'll do and then we do it. We listen, understand and are empowered to make decisions. We look for our own ways to learn and adapt and focus on what we can do.

One Team

We are connected, collaborative and in it together. We want everyone to reach their potential and be the best they can be. We actively support each other to make this happen.

Be Brave

We are curious and courageous. We look for better ways to do things, are comfortable trying them and learn quickly. We are not afraid to stand out from the rest and celebrate our successes.

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Closing

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