Housing Officer, Customer Service​/HelpDesk

About The Role

Our Housing Officers provide excellent front-line tenancy liaison and neighbourhood services to residents dealing with a range of tenancy and estate issues including tenancy visits, tenancy renewals, pre-void / end of tenancy visits and estate inspections. Aiming to resolve minor complaints within their tenancy patches whilst supporting good neighbour relations and focussing on achieving high-levels of resident satisfaction.

You will be a visible presence on our estates, getting to know our customers and building strong relationships across our customer base whilst supporting other officers in taking a robust approach to enforcing tenancy terms and conditions by making referrals to specialist officers where appropriate. Providing the first line of support to our tenants, offering positive advice and guidance to residents as well as signposting to relevant internal services and external agencies, both local and national.

You must have experience of working in a customer focused environment with sometimes complex problems that need solving within tight deadlines within a front-line customer facing role.

You will be good at understanding people and will enjoy talking to and listening to customers. You will have experience in dealing with challenging and difficult behaviour with the ability to be assertive and comfortable having conversations about resolving disputes. You will be an effective communicator both verbally and in writing.

Ideally, you will have some understanding of the housing sector and may have been in a customer service agent or similar role previously but you will be ambitious and be keen to learn and gain experience out in the field. You will have a passion for delivering excellent customer service and you will care about the outcomes you produce for your customers.

The successful applicant will require an enhanced Disclosure and Barring Service (DBS) certificate which is considered satisfactory to Housing Solutions.

Housing Solutions is a not for profit Housing Association, rooted in the local community providing quality, affordable homes to rent and buy across the local area. Our mission is to make our residents proud of where they live and our colleagues proud of where they work. Our services are driven by our strategic goals of safe, satisfied and sustainable, underpinned by our company values of ownership, innovation, teamwork and inclusion.

Established in 1995 we provide quality, affordable homes to rent and buy across the South East of England. We are rooted in the local community and we offer a wide range of housing services and housing options, including affordable homes to rent, properties to buy under shared ownership; market rent properties, and specialist accommodation for older people and people who need care and support to live within the community.

We pride ourselves on putting our residents at the heart of everything we do. We are invested in our local community and can see the difference we make in the area we live and work. Our employees are passionate and driven to achieve the best results for our residents, and are rewarded for their hard work and commitment.

Our modern and fresh working space allows us to work collaboratively together. You will make connections across the whole team and be part of our inclusive and open culture. Achieving the best of both worlds we successfully combine remote working as well as time together in our spacious and modern offices.

Our substantial benefits package includes a generous company pension contribution and a strong focus on employee wellbeing, including generous annual leave and our ‘Healthy Lives, Healthy Minds’ programme. Our commitment to Learning and Development can be seen across the organisation and aims to bring our future leaders to the fore, whilst helping our employees reach their career aspirations by offering a broad development fund and in house development programmes.

At Housing Solutions, we are committed to being an equal opportunities employer and fostering a diverse and inclusive workplace. We’d love to hear from candidates from all…