Customer Wellbeing Coordinator

Location Home based with frequent travel across our communities

Hours 37.5 hours per week, Monday - Friday 09{{:}}00 - 17{{:}}30

Basis Permanent

Salary Up to £35,000 + car allowance & enhanced benefits package

About us

We are Pegasus Homes Ltd, a vibrant, dynamic business who are proud to design, build, and create high-quality homes with a focus on independent later living for the over 60's. Our current portfolio has some 1100 homes across 44 communities and our developments are beautifully designed offering stunning community living.

About our role

This is an exciting, newly created role in which you will report to and support our Customer Wellbeing Manager, you will act as the vital link between high-level welfare strategy and localised site operations.Your core responsibilities will include...

Resident Support & Case Management

• Act as the first point of contact for individual support needs, managing the independent living inbox and responding to non-priority welfare concerns
• Build trusted relationships with residents and their families, providing clear communication and guidance on independent living transitions
• Mobilise across our portfolio to conduct hands-on welfare checks and provide direct support during sensitive periods

Safety & Compliance

• Identify, escalate, and co-ordinate safeguarding concerns in partnership with relevant authorities
• Support complaints handling regarding independent living and care services (including Careline and emergency service interactions)
• Provide expert guidance and ‘on-the-day' support to our Building Community Managers and onsite teams
• Be a point of escalation during the eligibility process and complete assessments where needed. 

Community Engagement 

• Champion our Community Engagement strategy including an innovative framework for social, physical, creative, and intellectual activities
• Provide support, training, and resources to onsite teams, assisting with event booking, marketing materials, and fostering a collaborative culture

About you

The successful candidate will possess the emotional stamina to handle complex care needs, alongside the organisational skill to manage a diverse regional portfolio. A calm, level-headed approach and a genuine passion for enhancing the lives of older adults are essential.

Qualifications & Essential Criteria

• NVQ Level 3 or higher in Health and Social Care (Essential)
• Formal training in Risk Assessment in Adult Care and Assessment & Eligibility is required
• A valid UK Driving Licence and a genuine willingness to travel across our national portfolio is essential for this field-based role

Operational Experience

• A proven track record in reactive case management, specifically handling sensitive, urgent, and multifaceted care needs
• Practical experience in identifying and managing safeguarding concerns in strict alignment with Local Authority requirements
• Demonstrable experience in managing complex complaints within a care or independent living environment, ensuring outcomes are both fair and empathetic
• Significant experience acting as the primary welfare link between residents, families, and internal operational teams
• Proven ability to conduct formal assessments and provide documented justification for outcomes
• A background in housing management, older people's services, or supported housing is highly advantageous

Expertise & Knowledge

• A deep understanding of the physiological and psychological challenges facing older adults
• Support complaints handling regarding independent living and care services (including Careline and emergency service interactions) to a satisfactory conclusion
• Sound knowledge of current safeguarding legislation and best practices in resident welfare
• Exceptional verbal and written skills, with the ability to communicate effectively with everyone from residents to senior leadership
• The ability to prioritise a diverse regional caseload, ensuring a rapid and effective localised response

Your attributes

• The stamina to provide compassionate grief support and navigate high-stress family dynamics with ease
• A calm, level-headed presence when managing urgent welfare issues or sensitive complaints
• A genuine passion for enhancing the lives of older adults and championing the Pegasus brand values

Good to know

• Due to the nature of wellbeing support, a flexible approach to working hours is essential to meet the needs of our residents and respond to urgent situations
• As our developments span the breadth of the country, from the North East to the South West, this position demands a high degree of mobility. You should be a confident long-distance driver who genuinely enjoys the variety of supporting different regions in person

Our benefits & rewards

We offer fantastic benefits which look after your Financial, Mental and Physical Wellbeing as we believe it is important that we are able to support our employees across all three of these elements in order to ensure an effective work life balance. By joining us you'll enjoy a benefits package that includes{{:}}

• Enhanced annual leave & holiday buying scheme
• Contributory pension scheme with additional employer contribution,
• Life Assurance
• Two paid volunteering days per annum
• Employee Assistance Programme
• Health Cash Plan & Virtual GP
• Discounted Gym Membership
• Company Discounts Portal
• Refer a friend scheme and access to internal opportunities

Your recruitment journey Once you submit your application, our team will personally review your experience with a human touch. Depending on the role, we may invite you to complete a brief online assessment. From there, you'll typically move into a one or two-stage interview process. Whether these meetings happen virtually or in person, we'll always ensure you have the opportunity to visit our communities or offices to get a true feel for life at Pegasus Homes.

Whatever the path looks like for your specific role, we promise to keep you updated every step of the way.

We are committed to an inclusive workplace and invite applications from all backgrounds, regardless of protected characteristics. If you require any reasonable adjustments or additional support at any stage of your application, please let us know. Please note that in accordance with UK law, we can only consider applicants who currently have the right to work in the UK.

If you have the skills & experience we are looking for we'd love to hear from you!