Do you have experience delivering Tenancy and Housing Management services? Are you looking for an alternative to working in the field whilst still maintaining meaningful frontline contact with customers? Then look no further.
We have a fantastic opportunity to join us as a Housing Advice Officer, based full-time in our city-centre office hub. This is a great opportunity for experienced housing professionals to utilise their knowledge of tenancy management, tenancy sustainment, Anti-Social Behaviour (ASB) and safeguarding while supporting customers at the first point of contact.
As a Housing Advice Officer, you will work collaboratively with colleagues across the organisation to resolve housing management issues, provide expert advice and guidance, and ensure that only appropriate cases are escalated for further intervention.
This is an office-based role, working 35 hours per week - Monday to Friday, between the hours of 8am and 6.00pm on a variable shift pattern: 08.00-16.00, 09.00-17.00 and 10.00-18.00. To be considered for this role, you must be able to work any of the shifts.
Key responsibilities
Handle inbound calls and support tenants through a range of tenancy and housing management issues, confidently resolving matters at the earliest opportunity and delivering high levels of first contact resolution, minimising avoidable demand on frontline housing services.
Identify, assess and respond appropriately to reports of Anti-Social Behaviour, tenancy breaches and safeguarding concerns, ensuring accurate recording and timely action.
Work collaboratively with operational teams to triage complex cases, ensuring appropriate escalation where specialist intervention is required.
Provide advice and support that helps customers sustain their tenancies and access relevant support services.
Coordinate with external partners including the Police, Local Authorities and support agencies to deliver effective multi-agency solutions.
Maintain accurate case notes and records across internal systems in line with policy and regulatory requirements.
Our ideal candidate
At times, the nature of contact from our tenants will be emotive and challenging, so we're looking for individuals who are resilient, professional and able to make sound decisions in difficult circumstances. This role will be ideal for someone who is also skilled at stakeholder management, has excellent communication skills and an overall passion for delivering outstanding customer service.
To succeed in this role you will need:
Previous experience managing Anti-Social Behaviour cases and dealing with a variety of Housing Management and tenancy-related matters, ideally within a social housing environment.
Experience identifying and responding to safeguarding concerns and supporting vulnerable customers.
Experience collaborating with internal and external stakeholders and working as part of a multi-agency approach to resolve issues effectively.
Experience handling a high volume of customer enquiries within an office-based environment while maintaining a calm, confident and professional approach.
Strong problem-solving and decision-making skills, with the ability to resolve issues at the first point of contact wherever possible.
A Level 3 Housing qualification, or a willingness to work towards achieving one.
What's on offer? We have a whole host of benefits which can be taken advantage of by our employees - these include access to healthcare benefits such as Medicash, up to 8% matched pension contributions and access to our Brilliant Benefits portal which will bring you discounts on your shopping! To find out more, please click here
Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
Interested? For the full Role Profile please scroll down to the Documents section, below To apply, click ‘Apply now' and submit an up to date CV and a cover letter, ensuring they demonstrate how you meet the criteria in the advert. Your cover letter must include an example of a relevant Anti-Social Behaviour case you have managed, along with any other experience that demonstrates your suitability for the role. Please note that a cover letter is required, and applications submitted without one may not be considered.
