Housing Officer, Customer Service​/HelpDesk

We’re looking for a committed and customer‑focused Housing Officer to join our Housing & Estates Service and help deliver a first‑class housing management service to residents across the borough.

In this role, you’ll work directly with tenants, communities, internal council teams and external partners to ensure our homes, estates and neighbourhoods are safe, well‑maintained and supported. You’ll help residents sustain their tenancies, resolve issues, and shape positive improvements in their local communities.

If you’re passionate about making a difference, enjoy problem‑solving and want a role where no two days are the same, this could be the perfect opportunity for you.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

In this role, you’ll take the lead in delivering a responsive, customer focused housing management service across your allocated patch. You’ll work closely with tenants, partner agencies and colleagues to ensure homes and estates are safe, well maintained and supportive environments for residents.

• Carrying out home visits, tenancy signups and property inspections.
• Identifying and managing tenancy breaches and safeguarding concerns.
• Supporting tenants to sustain their tenancy, access services, and understand their responsibilities.
• Managing estate-related issues such as repairs, improvements and safety actions.
• Preparing accurate case notes, reports and documentation to support high quality service delivery.
• Working alongside community groups, councillors and partner organisations to improve neighbourhoods.
• Attending resident meetings, estate walkabouts and engagement events.

You’ll be someone who enjoys working directly with people and can stay calm, professional and empathetic in a range of situations. You’ll bring strong organisational skills and the confidence to manage your own caseload while making sound decisions.

• Experience in a customer focused role, ideally within housing, community work or support services.
• Strong communication and relationship building skills both in person, on the telephone and in writing.
• Extensive experience of managing a high case‑load with competing priorities and deadlines.
• The ability to handle challenging conversations with fairness and confidence.
• Good problem solving skills and the ability to work independently.
• Excellent attention to detail in compiling clear concise notes.
• Excellent IT skills and the ability to produce clear, accurate records.

You’ll also be comfortable working with vulnerable residents, understanding their needs, and helping them access the right support.

A full UK driving licence and access to your own vehicle is essential due to the nature of the role.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success.

• Work Together as one team – work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do.
• Drive Efficiency – show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential.
• Be Ambitious – be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way.
• Make a Difference to Reading – maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed.

We offer a…