Housing Officer, Customer Service​/HelpDesk

Overview

Job Title:

Housing Officer

Location:

North and South Regions including Staffordshire, Wolverhampton, Dudley and Stoke-on-Trent

Salary: £37,077 per annum plus essential car user allowance

Hours:

36 hours per week
• Contract Type:
Permanent

About the role:

We are seeking a proactive and customer-focused Housing Officer to join our Housing Management Team. This role supports customers, sustains tenancies, and maintains thriving communities across our regions. If you are passionate about delivering excellent customer service, building positive relationships, and making a real impact in people’s lives, we would like to hear from you.

• Provide a comprehensive Housing Management service across a designated geographic area, delivering tenancy and income management responsibilities.
• Maximise income collection from tenants, leaseholders, shared owners and former tenants.
• Assess customers’ ability to pay rent, service charges and other debts, and make referrals to appropriate internal and external support services.
• Identify, investigate and resolve tenancy breaches promptly and effectively.
• Provide advice and guidance to help customers sustain their tenancies.
• Deliver a responsive tenancy and estate management service to a diverse customer base.
• Conduct home visits, estate inspections, customer surgeries, estate walkabouts and community engagement activities.
• Build positive relationships with customers, colleagues and partner agencies to achieve the best outcomes.

We are seeking someone with excellent communication, problem-solving and relationship-building skills, and a genuine commitment to delivering outstanding customer service.

• Nice-to-have: A good understanding of the challenges facing the housing sector and the regulatory and legal frameworks governing social housing.
• Experience working within a customer-focused environment.
• Ability to manage a varied workload, make informed decisions and work independently.
• Strong interpersonal skills with the confidence to engage with customers from a wide range of backgrounds.

• CIH Level 3 Certificate in Housing Practice or a similar housing-related qualification (desirable).
• Degree-level education or equivalent through relevant training and experience (desirable).
• Three A-Level grades A-C (desirable).
• At least one year’s experience in a customer-focused role (desirable).

• Full UK Driving Licence.

• 25 days holiday (increasing with service, up to 31 days), bank holidays and three concessionary days over Christmas.
• Option to join the contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme.
• See the HPB Benefits page for more information.

We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. Our three simple behaviours are:
Own it – make it happen;
Improve it – move things forward;
Live it – show understanding and compassion. We’re building something special and need talented people to help lead the way. The Housing Plus Group is an inclusive employer committed to supporting all employees. We support diverse networks including LGBTQ+, disability positive, heritage and culture, and allies.

Please click Apply Now to submit an application. If you need assistance submitting your application, please email

• Closing date: 31 July
• Interview dates: 10th and 12th August (interviews may take place throughout the advert)
• Safeguarding checks will be carried out; details vary by role. Please refer to the job description for specifics.
• We may close this vacancy early if there is a high volume of applications.
• If you have not heard within 2 working weeks of submitting your application, please assume you have been unsuccessful.
• Terms and Conditions subject to review and may be amended; changes to benefits advertised would be discussed on offer and onboarding.