Specialist Support Coach – Housing

The role

Orbit is recruiting for a Specialist Support Coach to join the Customer Directorate. This new role will manage a specialist caseload of customers with multiple and complex needs, providing intensive, person‑centred support to sustain tenancies, reduce risk and improve wellbeing.

The position is based in Norwich and covers the East Anglia area. A valid driving licence and access to a vehicle are required.

What you’ll achieve

• Manage a specialist caseload of customers with complex needs (e.g., hoarding, mental health, neurodiversity, substance misuse, domestic abuse, offending history and self‑neglect).
• Complete comprehensive assessments and develop tailored support plans; provide one‑to‑one ongoing support to sustain tenancies and improve outcomes.
• Carry out home visits where appropriate to complete assessments, deliver support and review progress.
• Coordinate referrals and contribute to the Better Days programme, working with operational teams to ensure a smooth customer journey.
• Build and maintain effective partnerships and referral routes with local services (including local authority, safeguarding and hoarding services) and represent the organisation at internal and external meetings.
• Lead and contribute to multi‑agency working, coordinating actions across partners and internal operational teams to manage risk and achieve agreed outcomes.
• Maintain accurate, timely and confidential case records on the customer management system, meeting agreed service standards and information‑sharing requirements.
• Monitor and report on activity and impact; provide insight on trends, gaps in services, emerging needs and risk to support service improvement.
• Handle challenging conversations and behaviours professionally, balancing firm, proportionate challenge with empathy and support.
• Work in line with organisational policies and legislation, including health and safety, safeguarding, equality and diversity, data protection and the Code of Conduct.

What you’ll bring

Essential skills

• Experience providing intensive support to people with multiple/complex needs (housing, social care or support services).
• Experience supporting hoarding, self‑neglect and/or tenancy‑related risk. Skilled in assessment, support planning, risk management and safeguarding (including capacity‑related considerations).
• Able to work independently and flexibly, managing competing priorities within a high‑risk caseload.
• Excellent communication skills; able to manage emotionally demanding situations calmly and professionally, using a firm, empathic and proportionate approach.
• Commitment to equality, diversity, inclusion and customer‑focused service delivery.
• Enhanced DBS.

Desirable skills

• Training/accreditation in hoarding, self‑neglect and/or mental health interventions.
• Understanding of housing law, tenancy enforcement and proportionate legal remedies in complex cases.
• Evidence of achieving sustained outcomes in long‑term, entrenched cases.
• Ability to contribute to service development and share learning/best practice across teams.
• Relevant qualification (e.g., HNC/HND in Housing, Social Care or similar) or equivalent experience, plus willingness to undertake role‑specific training.

Benefits

• Flexible working opportunities to support a better work life balance.
• Comprehensive training programmes to support learning and development at every stage of your career.
• Access to professional qualifications and tailored development journeys for leaders.
• Inclusive wellbeing programmes for you and your loved ones.
• Opportunities to make a difference to people in ambitious, values‑driven work.

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