Housing Assistant, Customer Service​/HelpDesk

Overview

This is a great opportunity to join a busy housing team on a minimum 2-month contract, offering hybrid working, strong team support, and valuable experience within social housing.

As a Housing Assistant, you’ll play a key role in delivering a responsive, customer-focused service by supporting Housing Officers and Managers with front-line enquiries, housing administration, income processes and lettings support. This role is primarily office- and home-based and does not include patch management.

• Act as the first point of contact for residents, responding to enquiries across repairs, rent, lettings and tenancy services
• Deliver excellent customer service via phone, digital channels and written correspondence, including handling challenging conversations with empathy
• Support income management by following up Housing Benefit and Universal Credit notifications, managing Direct Debits and processing rent adjustments and refunds
• Maintain accurate customer, tenancy and financial data on housing systems in line with procedures and data protection requirements
• Support lettings activity including waiting lists, transfers, mutual exchanges, marketing properties and completing statutory returns
• Assist with former tenant arrears cases, negotiating repayments and preparing information for write-offs
• Support property services administration including rechargeable repairs, invoicing and resident consultations
• Encourage and support customers to use digital services and self-service platforms

• Strong customer service and administrative experience
• Confidence handling high volumes of telephone calls and complex or sensitive enquiries
• Experience resolving problems using empathy and negotiation skills
• Some knowledge of housing services, tenancy or housing law (desirable)
• Good IT skills and experience working with housing management systems
• Organised, detail-focused and able to prioritise a varied workload
• A positive team player who actively contributes to service improvement

• Hybrid working with a mix of office-based and home working
• No patch or estate-based responsibilities
• Own diary management
• Minimum 2 month contract

If this Housing Assistant role is of interest please apply or contact