Housing Assistant, Customer Service​/HelpDesk

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Location: West and Central Regions covering Shropshire, Telford and Wrekin

Hours: 36 hours per week

Contract Type: Permanent

We're looking for a motivated and customer-focused Housing Assistant to join our Housing Team and help us deliver excellent services to our customers.

This is a fantastic opportunity for someone who enjoys working with people, solving problems, and making a positive impact within local communities. You'll become part of a supportive and growing team that is committed to putting customers at the heart of everything we do.

As a Housing Assistant, you'll play a key role in supporting the Housing Team to deliver an outstanding tenant-focused housing management service.

You'll act as a first point of contact for residents, helping to resolve a wide range of tenancy-related queries and providing excellent customer service. The role offers a great balance of administration, case management, and occasional community-based activities, giving you the opportunity to build relationships with residents and support positive outcomes.

Your responsibilities will include:

• Responding to customer enquiries and tenancy-related queries.
• Supporting Housing Officers with case management activities.
• Maintaining accurate records and housing management systems.
• Assisting with tenancy administration and resident communications.
• Helping to identify and resolve customer issues at the earliest opportunity.
• Supporting the delivery of high‑quality housing services within local communities.
• Working collaboratively with colleagues and external partners to achieve positive customer outcomes.

We're seeking someone who is passionate about delivering excellent customer service and committed to supporting residents.

You’ll ideally have:

• A sound understanding of the challenges facing the housing sector and the regulatory and legal frameworks within which housing providers operate.
• The ability to identify, discuss, and manage potential business risks.
• GCSEs (Grade A-C/9-4) in English and Mathematics. (Essential)
• Experience working in a customer-focused environment. (Desirable)
• Strong communication, organisation, and problem‑solving skills.
• A full driving licence. (Desirable)

We can offer 25 days holiday (increasing with each year of service, up to a maximum of 31 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG 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. We create places people are proud to call home.

The way we work is shaped by three simple behaviours:

• 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. There’s never been a better time to join us and make a real difference.

The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusive isn’t only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies’ network.