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Case Study14 April 2022

Samantha Coles - Neighbourhood Response Officer

Samantha has been with Clarion Housing Group for over 10 years. Read about what she enjoys about her role.

Samantha Coles has worked at Clarion Housing Group for more than 10 years, moving from a part-time role to her current position as Neighbourhood Response Officer.

How has your career developed at Clarion?

I started working for Clarion more than 10 years ago. I started small, working part-time on the Customer Satisfaction Survey team. Having never worked in housing, this helped me gain enough knowledge to eventually land the role as Team Leader for the same team.

In this role, I was supported to complete two NVQ’s in Customer Service and Team Management. After a few years, I applied for a vacancy within the Customer Service team, which further increased my housing knowledge.

I then applied to be a Housing Assistant, which I was in for two years, before successfully acquiring my current position as Neighbourhood Officer, which I have now been doing for nearly two and half years.

“When I get to hand people the keys to their new homes, new futures, new beginnings… that’s the best feeling.”

What do you enjoy most about your job?

The thing I love most about my role is helping people, building communities and being able to change lives for the better.

When I get to hand people the keys to their new homes, new futures, new beginnings… that’s the best feeling.

What advice would you give to someone looking to join your team?

Build up your knowledge base within housing before taking on this job role, as you need to be ‘Jack of all trades’ and work within other teams. Customer service in housing is a great way to build up some knowledge. It’s given me the skills I need to be an efficient and confident NRO.

Tell us an interesting fact about yourself

I lived in Arizona for two years and then Dallas, Texas for a year working for Harley-Davidson before I got homesick and moved back to the UK.