What the Job Will be doing
* Acting as the first point of contact for residents, responding to housing enquiries via telephone, email and face-to-face.
* Supporting Housing Officers and Housing Managers with the day-to-day management of tenancies and properties.
* Maintaining accurate tenancy, resident and property records on housing management systems.
* Processing tenancy changes including assignments, successions, mutual exchanges and changes in household circumstances.
* Supporting tenancy sign-ups, welcome visits and preparing tenancy documentation.
* Raising repairs, monitoring outstanding works and liaising with contractors, residents and internal teams.
* Assisting residents with enquiries relating to rent, repairs, anti-social behaviour, estate services and tenancy management.
* Supporting rent account enquiries and referring residents to specialist support services where appropriate.
* Preparing letters, notices, reports and other housing management correspondence.
* Arranging appointments, property inspections, meetings and home visits for the housing team.
* Supporting the management of complaints and ensuring residents receive timely updates.
* Monitoring shared inboxes and ensuring enquiries are allocated and progressed within service standards.
* Working with colleagues and partner agencies to support vulnerable residents and promote tenancy sustainment.
* Providing general administrative support to ensure an efficient and customer-focused housing service.
What You Will Need
* Previous experience working in Housing, Property Management, Customer Services or a similar resident-facing role.
* Good understanding of social housing and tenancy management services.
* Excellent customer service and communication skills.
* Experience dealing with sensitive, complex or challenging enquiries.
* Strong organisational skills with the ability to manage competing priorities.
* Good written communication skills and attention to detail.
* Experience using housing management systems and Microsoft Office.
* Ability to work collaboratively with colleagues, contractors and external agencies.
* A proactive, organised and solution-focused approach.
* Understanding of safeguarding, equality, confidentiality and data protection.
* Experience working for a Housing Association, Local Authority or Housing Company.
* Knowledge of tenancy management, rent accounts, repairs and anti-social behaviour processes
Salary description
£30000.00 - £30000.00 per year