Customer Relations Manager

Black Country Housing Group; Birchfield; On-site; GBP 34,000 - 46,000; Full time

Benefits offered by this job

Competitive pay

Pension scheme (7% employer)

28 days annual leave + Christmas

Leave purchase/sale

Enhanced sick pay and family leave

Health cash plan & EAP

Funding for professional quals

Wellbeing days

Job summary

Black Country Housing Group is seeking a Housing Officer (CRM) on a fixed-term basis to support residents across the Black Country and Birmingham. The role involves estate visits, rent and service charge management, tenancy support and resolving resident queries with a focus on excellent customer service.

You will need at least two years in housing and a UK driving license. The post is 35 hours per week, with a salary of £39,822.59 per annum; mileage can be claimed for travel to customers.

Qualifications

• Must have housing experience of tenant and social housing
• Knowledge of best practice in estate management, income management or tenant support
• Knowledge of housing law and awareness of current housing issues
• Seeks ways to bring improvements in the way that work is done
• Communicates effectively, listens sensitively, adapts to audience and fosters effective communication with others
• Enhanced DBS disclosure check and a three-month probation period
• Customer Services or Housing Qualification required

Responsibilities

• Provide comprehensive housing management services within a defined geographical area of approx. 255 units
• Management of rent and service charge payments and arrears
• Management of voids & lettings to achieve void turnaround
• Tenancy management including nuisance & anti-social behaviour
• Resolve queries and complaints from residents in a timely and responsive manner
• Market homes within their area and maintain a waiting list

Skills

Housing experience

Estate management

Income management

Tenant support

Housing law

Communication

Enhanced DBS

Education

Customer Services qualification

Housing qualification

Job description

Salary: £39,822.59 per annum

Hours: 35 hours per week

Contract Type: Fixed Term – 31st March 2027

Location: Black Country & Birmingham

Make a real difference where it matters most

We have a fantastic opportunity for a Housing Officer (known internally as a Customer Relations Manager/CRM) to join Black Country Housing Group, on a fixed term basis.

We are looking for someone who genuinely cares about people and communities and has a passion supporting others, solving problems and delivery excellent customer services. We are looking for someone who has good knowledge and skills of working in housing management that can hit the ground running. You will have a minimum of 2 years’ experience working in a similar role in the housing sector. You will need a full UK driving license and your own vehicleas 80% of the week will be spent out on our estates completing home visits (annual property visit, rent arrears, anti-social behaviour, estate inspections). Mileage allowance can be claimed for any travel when visiting our customers.

Specific tasks of the role include, but are not limited to:

• To provide comprehensive housing management services within a defined geographical area of approx. 255 units. This will include but not limited to:
• Management of rent and service charge payments and arrears
• Management of voids & lettings to achieve void turnaround
• Tenancy management including nuisance & anti-social
• To resolve queries and complaints from residents in a timely and responsive manner
• To offer advice and support to any customer to help sustain their tenancy
• To promote and support resident engagement activities
• To develop neighbourhood plans and build local partnerships
• To meet with all residents in the area at least twice per year including shared ownership customers.
• To market homes within their area ensuring a waiting list is maintained for all properties
• To offer advice and support to all residents to assist them in meeting their obligations to pay their rents and service charges on time.
• To resolve queries and complaints from residents in a timely and responsive manner
• To resolve resident queries with regard to repairs and maintenance ensuring that contractors meet the needs of residents and their contractual responsibilities.

Skills and Experience required:

• Must have housing experience of tenant and social housing
• Knowledge of best practice in one of estate management, income management or tenant support
• Knowledge of housing law and awareness of current housing issues
• Seeks ways to bring improvements in the way that work is done
• Communicates effectively, listens sensitively, adapts to audience and fosters effective communication with others
• The post holder will be subject to an EnhancedDBS disclosure check and a three-month probation period
• Customer Services or Housing Qualification required

Why BCHG?

Working at BCHG is different from working in a large, highly complex national provider. Here’s why many people choose us – and stay:

• We own and manage around 2,200 homes, primarily across the Black Country and Birmingham, meaning our homes are geographically close, well known and easier to manage effectively.
• Be more than just a number – your voice is heard, and your work makes a visible difference
• Closer working relationships – work directly with colleagues and leaders who know you and value your input.
• We are rooted in the Black Country – for the Black Country, by the Black Country– and proud of our social purpose

You’ll be joining us at an important time, as we deliver our BCHG 2030 strategy, with a strong focus on quality homes, sustainability, data-led decision making and long-term financial resilience.

Our rewards

We offer a strong and thoughtful total reward package, including:

• Competitive pay, externally benchmarked
• Flexible pension scheme with up to 7% employer contribution
• 28 days annual leave, plus an extra day at Christmas
• Option to buy or sell up to one week’s leaveeach year
• Enhanced sick pay, maternity and paternity pay
• Health cash plan and 24/7 Employee Assistance Programme
• Funded professional qualifications, membership fees and leadership development
• Wellbeing days, volunteering time and a wide range of colleague recognition schemes

About us:

At Black Country Housing Group, our values are more than just words—they shape the way we operate and how our colleagues interact daily. We’re dedicated to the growth and well-being of our team, earning Gold recognition from Investors in People. We are also honoured to have received the Gold Award from the Armed Forces Covenant for our ongoing support of veterans and their families.

As a Disability Confident Employer, we continuously strive to create a more inclusive workplace. We are proud to promote equal opportunities and welcome applications from all backgrounds, including those of different ages, disabilities, genders, sexual orientations, races, religions, and marital statuses. Reasonable adjustments will be made available if required during the interview process.

If this sounds like the right fit for you, we encourage you to join our friendly and dedicated team at BCHG!

Closing Date: 17th November 2026

*Please note that we reserve the right to close the advert earlier than the stated closing date where we receive a high volume of applications.

If you have any questions about this vacancy, or require any reasonable adjustments to support your application, please get in touch with our HR team via [e-mail] who will be happy to assist.