Housing Officer, Customer Service​/HelpDesk

Organisation:
Derby Homes

Hours:

37 hours a week

Contract type: 3 Permanent post and 1

Temporary 12-month post available

Location:

Various local housing offices in Derby

• Providing a responsive and customer-focused housing management service to tenants and residents.
• Managing tenancy changes, tenancy conditions, and enforcement matters, taking appropriate action where required.
• Carrying out regular inspections, visits, and tenancy audits, ensuring any issues identified are recorded and dealt with appropriately.
• Working with our repairs teams to address issues relating to the condition of properties.
• Managing void-related activity, escorted viewings, tenancy sign-ups and post-let visits.
• Carrying out introductory tenancy visits, discussing tenancy conditions, and helping residents access the benefits and support they are entitled to.
• Completing needs assessments, action plans, and agreements where appropriate.
• Identifying when residents may benefit from additional support and making appropriate referrals to partner agencies.
• Responding efficiently to enquiries from residents, customers, and members of the public, providing advice and assistance where needed.
• Working with residents and communities to identify local priorities and contribute to positive improvements within neighbourhoods.
• Carrying out customer consultation and surveys to help shape and improve housing services.
• Working collaboratively with colleagues and partner organisations to resolve issues and achieve positive outcomes.

• Build positive and professional relationships with tenants, residents, colleagues, and partner agencies.
• Communicate clearly and confidently, both verbally and in writing.
• Use strong negotiation and problem-solving skills to resolve issues effectively.
• Manage a busy and varied workload, prioritising tasks, and meeting deadlines.
• Work confidently on your own initiative while also being a committed team player.
• Deal sensitively and professionally with challenging situations.
• Demonstrate a genuine commitment to providing excellent customer service and improving the lives of residents and communities.

Experience of housing management, tenancy management, customer service, community work, or a related environment would be advantageous, but we're particularly interested in people who can demonstrate the right skills, values, and commitment to our residents.

At Derby Homes, you'll have the opportunity to make a real difference every day. You'll work in a fast-paced environment where no two days are the same, dealing with a wide variety of housing and tenancy matters.

You'll be part of a supportive Housing Management team and will have the opportunity to contribute to service improvements, local initiatives and projects that help create stronger, safer, and more successful communities. If you're passionate about people, enjoy finding solutions and want a career where your work has a genuine impact, we'd love to hear from you.

Derby Homes has a national reputation for its excellent services which we know are down to our valued workforce. In return for their hard work we strive to be an employer of choice. We have a range of excellent terms and conditions, including flexible working, work life balance, local government pension scheme, employee health initiatives and green travel options.

We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home-based, we are able to offer more opportunities for people who need this facility. We are also proud to have Derbyshire LGBT+ Rainbow Partnership Accreditation and encourage applications from candidates of all genders.

We are a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job.

We feel it is essential that we recruit a talented workforce that is as diverse as the community we work for.

Please let us know of any individual requirements or reasonable adjustments you may have during the application, interview, or onboarding process and we'll do all we can to help. We strongly believe in social understanding of disability and for us it's all about removing barriers to equality.