Welfare Officer

The Cooperative Property Company is hiring a full-time Welfare Officer who will be responsible for providing our tenants in the United Kingdom with regular welfare checks to assess their wellbeing whilst also developing a meaningful and professional relationship to help them thrive in our homes. The Welfare Officer would also be responsible for supporting the Wellbeing & Development Officers/Housing Support Officers to engage the tenants with external agencies that will help them improve in the areas highlighted in their support plan.

This position requires a candidate with a proven customer service track record, especially in the hospitality and housing sectors. We are looking for someone who is self-motivated, result-oriented and committed to our clients. The candidate must also have impeccable communication (oral and written) skills, a high level of emotional intelligence and a solid understanding of phone etiquette and complaints management. You should enjoy working in a fast-paced, dynamic environment and be effective in handling multiple tasks simultaneously.

The ideal candidate must be resident in Rwanda or willing to relocate to Rwanda on short notice.

Primary Responsibilities

• Provide regular remote welfare checks on tenants in the UK (Video and voice calls)
• Record and report maintenance queries raised and refer to the maintenance team
• Liaise with external support agencies who are working with the tenants i.e., therapist
• Provide administrative support to Wellbeing & Development Officers/Housing Support Officers with support plans, group sessions etc.
• Ensure that all service users files are up-to-date
• Conduct detailed assessments of prospective service users

Requirements

• 2-5 years of relevant work experience in customer service.
• Experience in B2B customer service delivery is an added advantage
• Bachelor's degree or advanced diploma in social sciences or related field
• Strong track record of customer complaint management and resolution 
• Superior communication skills, both oral and written
• The ability to work and thrive in a fast-paced, rapidly changing work environment
• Organised and proactive
• Competence in Microsoft Office Suite

Salary: 500,000 RWF

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