Senior Housing Hub Officer

Title: Senior Housing Hub Officer

Grade/Salary: Band E

Contract Type
:
Permanent

Hours
: 37 hours per week

Location: Hybrid

We are looking to appoint a Senior Housing Hub Officer as part of our Housing Management Service.

You will play a key role in delivering excellent customer service, providing specialist housing advice and supporting customers to access housing services through a variety of channels. As a senior member of the team, you will take ownership of more complex tenancy enquiries, support colleagues with advice and guidance, and help drive service quality and continuous improvement.

Working as part of the Housing Hub, you will help customers resolve tenancy-related enquiries at the earliest opportunity while promoting digital access and ensuring a positive customer experience:

• Investigate and resolve a wide range of tenancy-related enquiries and service requests.
• Provide specialist housing advice and make decisions on routine tenancy matters in line with policies and procedures.
• Support customers to access services through digital channels and promote self-service where appropriate.
• Work with tenancy teams to ensure complex or sensitive cases are effectively managed and transferred where required.
• Respond to customer enquiries received through a variety of channels, including telephone, face-to-face, email, webchat and social media.
• Support the development of colleagues through mentoring, coaching and sharing best practice.
• Undertake quality monitoring activities to support service standards and continuous improvement.
• Work closely with customers, elected members and partner agencies to ensure positive outcomes are achieved

• Have experience of dealing with customer enquiries and managing casework in a housing or customer service environment.
• Are passionate about delivering excellent customer service and improving customer outcomes.
• Can confidently make decisions and provide advice on tenancy-related matters.
• Have experience of supporting, mentoring or coaching colleagues.
• Can communicate effectively with a wide range of customers and stakeholders.
• Are comfortable using digital systems and promoting online services.
• Can remain calm and professional when dealing with complex or sensitive situations.

• Demonstrable experience in a housing, tenancy management or customer service role.
• Experience of resolving customer enquiries and providing advice and guidance.
• Experience of working with multiple systems and maintaining accurate records.
• Excellent communication and problem-solving skills.
• Ability to work effectively as part of a team and support the development of colleagues.
• Good IT skills and confidence in using digital technology and customer contact systems

Interviews will take place the start of November