Housing Officer, Customer Service​/HelpDesk

Location: Cambridgeshire

Housing Officer

Location:

Cambridge office, with the opportunity for hybrid working

Salary: £37,449.68 per year

Contract:

Permanent | Full-time

Hours:

37 hours per week

Are you passionate about helping customers sustain their tenancies, feel safe in their homes and take pride in their neighbourhoods? This is a fantastic opportunity for an experienced and customer-focused Housing Officer to play a key role in delivering good quality housing management services while positively impacting the lives of our customers. You will join our customer-facing Housing Team, working directly with customers and partners to deliver practical support, resolve issues early and make a positive difference across our communities.

About us

Hundred Houses Society is a charitable, not-for-profit housing association with a proud history dating back to 1933. We own and manage over 1,500 homes across Greater Cambridgeshire. Our mission is “To provide good quality homes and services in Greater Cambridge that people value”. Our aim is to provide great value, low-cost homes for the people of Greater Cambridge and continuously strive to deliver better customer service.

About the role

As a Housing Officer, you will be responsible for managing a patch of properties and delivering a professional, responsive and resident-focused housing management service. Dealing with all aspects of tenancy and estate management you will ensure that homes are let efficiently, work to maximise rental and service charge income, deal with cases of anti-social behaviour and support our customers to meet the terms of their tenancy agreement.

You will work closely with customers, colleagues and external partners to sustain tenancies, build positive landlord and customer relationships, and resolve a varied caseload in a fair, practical and customer-focused way. Through this work, you will help maintain thriving communities, address issues early and support excellent service delivery.

What you’ll be doing

* Manage tenancy and neighbourhood issues, supporting customers to understand and meet their tenancy responsibilities.

* Proactively manage rent and service charge accounts, supporting customers who may be on low incomes or experiencing financial hardship, including signposting to income maximisation, benefits and debt advice.

* Respond sensitively and effectively to anti-social behaviour, hate crime, domestic abuse and safeguarding concerns, managing cases appropriately, making referrals and taking proportionate action where needed.

* Monitor and improve estate and neighbourhood standards, including communal areas, grounds maintenance and safety compliance.

* Work with local authorities, police, community organisations, support agencies and other stakeholders to address local issues, safeguard customers and support customer wellbeing.

* Support allocations, empty homes and the delivery of new homes, helping customers move into their homes, settle successfully and sustain their tenancies.

* Support access to homes for compliance with mandatory safety checks including taking legal action where necessary.

* Manage customer feedback in line with policy, focusing on first contact resolution, learning from feedback and improving services.

* Maintain accurate records, meet performance targets and contribute to wider service improvement projects.

About you

We are looking for someone with social housing, housing management or relevant community-based experience who can build trust, manage a varied workload and respond calmly and effectively to a wide range of tenancy, customer wellbeing and neighbourhood issues. To succeed in this role, you’ll need:

* Experience of delivering high-quality, customer-facing housing management, estate management or income management services

* Strong interpersonal skills, with excellent communication, active listening and the ability to adapt your approach to different customers and situations

* Awareness of tenancy sustainment, safeguarding, domestic abuse, anti-social behaviour, financial hardship and the support needs of customers with a range of vulnerabilities

* A practical, evidence-based approach to problem solving, risk management and…