Shal Housing Limited
Providing safe, warm, affordable homes to support our communities
Service Excellence that puts customers first
High-quality Homesthat people are proud to live in
A great place to work, where our team can thrive
Long-term sustainability, an organisation fit for the future
Job Description
Role: Property Services Support Officer
Salary: £30,000
Hours: 40hrs per week, Monday - Friday, 7.30am - 4.30pm
Responsible to: Property Services Manager
Role Purpose
A dedicated, customer centric team member who consistently delivers excellent service at the first point of contact. By resolving issues first-time, fostering strong relationships, they ensure high levels of customer satisfaction. This role plays a vital part in supporting Shal to achieve its vision, operational goals and performance targets, while continuously enhancing the customer experience.
Shared Housing & Property Services Objectives
Together we will:
Deliver excellent homes and services for tenants - Put tenants at the centre of everything we do. Provide a joined-up service where Housing and Property work together to resolve issues. Use tenant feedback, complaints and satisfaction information to improve services.
Maintain safe, warm and good quality homes- Ensure homes meet regulatory, safety and compliance requirements. Work collaboratively to identify and address property issues. Balance investment, repairs and tenancy needs to maintain the quality of our homes.
Work together to improve tenant outcomes- Take collective ownership of tenant issues, regardless of where they originate. Resolve problems at the earliest opportunity. Escalate issues appropriately and support each other to achieve the best outcome.
Build a one-team culture- Share information, knowledge and resources across Housing and Property. Communicate openly and respectfully. Challenge processes constructively and focus on solutions. Recognise that tenants experience one landlord, not separate departments
Key Responsibilities
- First-Time Resolution: Provide excellent first-time resolution for customers and colleagues via various communication channels, including telephone, email, digital platforms (e.g., website, social media, online portals), ensuring high levels of customer satisfaction.
- Administration: Provide day-to-day administrative support to the maintenance team and to other teams / departments as necessary. This includes providing cover to the housing team when needed.
- Heating: Compile list of properties due to be serviced and file the certificates and email or post to tenants.
- Electric: Compile and book in EICR appointments and file the certificates and email or post to tenants
- Voids: Work effectively with the Property Services Manager to ensure that empty homes during the void process have utility supplies, working with suppliers to ensure debts are cleared and keeping supplies active during the void period.
- Awaabs Law: Take any Awaabs Law related calls and using the templates to ensure the process is followed, jobs are raised and completed within the time scale.
- EPC: Compile the list of EPC inspections due and file the certificates upon receipt.
- Asbestos: Ensure properties are surveyed in a timely manner, raising any remedial work and accurate records keeping,
- Health and safety: Make sure we have stock of the correct PPE for the team and raise any jobs off inspections.
- Customer Inquiries: Efficiently and courteously address customer inquiries, handling repairs, tenancy matters, rent accounts, and arrears queries (up to £500) in line with Shal’s policies. Resolve the majority of these inquiries on the first contact. Ensure any complaints are recognised, recorded and assigned to the appropriate colleague to investigate.
- Inbox management: Monitor the email boxes and ensure any tenant or supplier queries are dealt with efficiently in line with Shal’s policies.
- Safeguarding: Recognise potential safeguarding concerns and escalate them following the appropriate policy and procedures to ensure the safety and wellbeing of everyone.
- Collaboration & Escalations: Collaborate with colleagues across the organization to resolve customer queries and address escalated complaints, fostering a team-oriented and solution-driven environment.
- Customer Self-Service: Promote and encourage the use of self-service options for customers, supporting their ability to independently manage their requests.
- Continuous Improvement: Identify opportunities for improving both the customer and colleague experience, actively contributing to process enhancements.
- Knowledge & Expertise: Maintain a comprehensive and up-to-date understanding of Shal’s services, procedures, guidance, and relevant legislation to effectively address customer inquiries.
- Record Keeping: Create and maintain detailed, timely and accurate records of all customer interactions.
Measure of Success
- Feedback from customers, peers and leaders to evidence effectiveness in delivering key business improvements,
- Evidence of outputs / outcomes objectives, timeframes and projects,
- Evidence of delivery within defined or agreed budgets,
- Evidence of delivery against risk, internal audit and other compliance targets,
- Evidence of living and demonstrating Shal’s Values.
Corporate responsibilities
Health and Safety, Equal Opportunities and Risk.
- Promote positive working practices and policies associated with equality, diversity and inclusion; health and safety and safeguarding,
- Ensure that we deliver all of our services within an effective risk management framework.
Person Requirements
Experience
- Customer Service Experience: Previous experience working in a customer services team, ideally within the social housing sector, demonstrating a strong understanding of customer needs and expectations.
- Commitment to Quality Service: Proven track record of delivering high-quality customer services, with a focus on continuous improvement and a commitment to enhancing the customer experience.
- Adaptability to Change: Demonstrates a positive and flexible approach to change, adapting quickly and effectively to evolving processes, systems, and priorities.
- Resilience Under Pressure: Able to remain resilient when working under pressure, managing competing priorities, and consistently delivering results within tight deadlines.
Qualifications
- Minimum of two GCSE’s including Maths and English.
Knowledge and Skills (E = Essential, D = Desirable)
- Practical knowledge and understanding of household maintenance issues and legislation relating to social housing, arrears management, welfare benefits and related issues (D)
- Excellent verbal and interpersonal skills: The ability to communicate clearly and build strong relationships with everyone. (E)
- A customer First mindset: Prioritizing customer needs, delivering excellence and ensuring satisfaction. (E)
- Understanding client needs and perceptions: Actively listening and empathizing with clients to grasp their expectations and concerns. (E)
- Handling difficult situations sensitively: Managing challenging interactions with patience, professionalism, and care. (E)
- Negotiating appropriate outcomes: Finding balanced solutions that meet both the client's needs and the business's goals. (E)
- Effective decision-making skills: diplomatic, confidential and able to set realistic customer and colleague expectations (E)
- Able to work as part of a team: taking a positive approach to resolving problems and providing support across all teams. (E)
- Great IT skills and the ability to use multiple types of software.
Key Behaviours
- Commitment to Values: Demonstrates a strong commitment to and consistently role models Shal’s values, ensuring they align with the organization’s mission and culture.
- Customer-First Mindset: Always prioritising the needs and satisfaction of customers
- Empathy: Exhibits a high level of empathy, understanding the diverse needs of customers and providing compassionate, tailored support.
- Resilience: Maintains composure and resilience in challenging or difficult situations, demonstrating the ability to manage stress and continue delivering excellent service under pressure.
- Proactive Response to Feedback: Takes a positive and proactive approach to receiving feedback, using it as an opportunity for personal and professional growth while striving for continuous improvement.
- Professional Image: Consistently maintains a professional image, both in appearance and behaviour, reinforcing the organization’s reputation and commitment to excellence.
Summary
This is a key operational role within SHAL Housing Ltd, ensuring the effective delivery of repairs, maintenance, voids, and compliance services across the housing stock.
- The post holder will have the ability to be an effective role model for Shal and to be able to develop productive working relationships.
Timelines
Closing Date : 31st July 2026
Interview Date: 12th August 2026
Pay: £30,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- On-site parking
- Sick pay
Application question(s):
- Please tell us in a few words why you feel you would be a great fit for this role?
Work authorisation:
- United Kingdom (required)
Work Location: In person
