2 X HOUSING SERVICES ADVISOR

Blackpool Coastal Housing; Lancashire; On-site; GBP 24,000 - 26,000; Full time

Job summary

A regional housing provider is seeking two Housing Services Advisors to join their Housing Teams. The role involves being the primary contact for customers, addressing daily enquiries, and providing excellent customer service. Ideal candidates should have strong communication skills, a customer-focused attitude, and experience in a relevant environment. This position offers competitive pay, 26 days of annual leave, and various employee benefits. Applications are encouraged before the closing date on January 7, 2026.

Benefits

26 days annual leave

Local Government Pension Scheme

In-house wellbeing program

Employee benefits scheme

Training and development opportunities

Qualifications

• Experience in a customer-focused environment.
• Ability to assess, prioritise, and resolve enquiries effectively.
• Experience working within housing services is desirable.

Responsibilities

• Be the first point of contact for customer enquiries.
• Provide clerical and administrative support to team members.
• Process rent accounts and manage payment arrangements.

Skills

Customer-focused environment

Excellent communication skills

Strong administration skills

Computer literacy

Proactive approach

Education

3 GCSEs including Maths and English

Tools

Microsoft Office

Job description

A fantastic opportunity has arisen for two Housing Services Advisors to join our core Housing Teams. One post will be based within the Rents Team at Coastal House and the other within the ASB and Neighbourhoods Team @thegrange.

Role - Ref: 25/247

2 X HOUSING SERVICES ADVISOR
Permanent
37 hours per week
Scale 2/3 (£24,796 - £25,989 per annum)

*All applicants will be considered for both positions unless a preference is clearly stated on the application form for either the ASB and Neighbourhoods Team or the Rents Team.

At BCH, we are committed to delivering excellent customer service and supporting our residents to sustain their tenancies. Our Housing Services Advisors are the first point of contact for customers and play a vital role in providing a professional, responsive and customer-focused service.

About the Role

Housing Services Advisors work within the three core Housing Teams (Rents, Lettings and ASB/Neighbourhoods) and are the first points of contact responding to daily enquiries from customers and the public regarding housing, related matters and other council services.

Being the first point of contact for customers, either at reception, over the phone or face to requires Housing Services Advisors to accurately evaluate the nature of the customer enquiry whilst keeping the customer up to date at all times. This includes making optimum efforts to resolve each call, visit or query as efficiently and effectively as possible to completion, including any non-standard situations and where needed, sign posting the customer to the relevant team. In addition, Housing Service Advisors are required to record and resolve Stage 1 customer complaints and escalating them to stage 2, if necessary, by forwarding to the relevant team to action and resolve.

The role also provides clerical and administrative support to Managers, Team Leaders, Housing Officers and Neighbourhood Officers.

In Lettings, this will include booking appointments, including sign-ups, visits, transfer inspections for the relevant Housing Officer within service standard timescales, completing references, checks and correspondence with relevant partners and updating computer systems, including creating new applications, offers and scanning documentation.

In Rents, this will include discussing rent accounts and making payment arrangements, taking payments, new Tenant Checklists and issuing welcome packs and refunds.

In ASB and Neighbourhoods this will include producing and sending letters to both complainants and perpetrators.

We are looking for people who will make an extra, unprompted effort to satisfy customer needs and avoid customer complaints, taking ownership of enquiries and proactively feeding back information to customers.

The Ideal Candidate Must Possess

• Experience of working in a customer-focused environment
• Excellent communication skills with the confidence to deal with customers face-to-face and over the telephone
• Strong administration skills and computer literacy, including Microsoft Office
• The ability to assess, prioritise and resolve customer enquiries effectively
• A proactive approach with a commitment to delivering excellent customer service
• A minimum of 3 GCSEs (or equivalent), including Maths and English at grade 4/C or above

Experience working within housing services, local authority or housing association environments is desirable but not essential.

What we Provide

• Competitive rates of pay
• 26 days paid annual leave per annum, in addition to bank holidays
• Attractive and flexible membership of the Local Government Pension Scheme, with excellent employer contributions
• An in-house wellbeing program of wellbeing, social and charitable initiatives with BCH colleagues
• Vivup - the employee benefits scheme for discounts on various high street retailers and cycle to work
• Option to join BHSF - a voluntary salary sacrifice Health Cash Plan Scheme for help with medical costs such as physiotherapy, optical, osteopathy etc.
• Option to join the Blackpool, Fylde and Wyre Credit Union for preferential rates on financial services
• 24/7 Employee Assistance Programme and access to counselling services
• Enhanced maternity, paternity and adoption pay schemes
• A wide variety of training and learning and development opportunities
• Staff Suggestion Scheme
• Free annual flu vaccinations and Occupational Health Support

If you have a strong customer focus and want to be part of an ambitious, growing organisation, we will support you in developing your skills and achieving your personal goals.

How to apply

For further information on this opportunity, please contact Richard Scholes, Rents & Lettings Manager on [e-mail] or Deborah Scanlan, Neighbourhoods Team Leader on [e-mail].

To apply, please visit our website https://www.bch.co.uk/work-with-us to complete an online application, where a full job outline and person specification are available. However, please ensure your application clearly demonstrates your suitability for this position.

Closing date for applications: Wednesday, 7th January 2026 midnight

Interview date: Thursday 15th January 2026

*BCH reserves the right to close this vacancy before the specified closing date if sufficient suitable applications are received to progress to interview. Therefore, applicants are advised to apply as early as possible.