Customer Relations Manager

Black Country Housing Group; Blackheath; Hybride; GBP 36 000 - 44 000; Plein temps

Avantages offerts par ce poste

Mileage allowance

Hybrid work arrangement

Résumé du poste

Black Country Housing Group is seeking a Housing Officer (CRM) on a fixed-term contract to cover Black Country & Birmingham. The role involves extensive estate visits, rent and arrears management, tenancy support, and neighbourhood engagement across ~255 units.

You will need a full UK driving license and own vehicle; 80% of visits are field-based with mileage allowance. DBS check and probation apply. Closing date 17 November 2026.

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.
• Customer Services or Housing Qualification required.

Responsabilités

• Provide housing management services within a defined area (~255 units).
• Manage rent and service charge payments and arrears.
• Manage voids and lettings to achieve void turnaround.
• Resolve queries and complaints from residents promptly.
• Offer advice and support to help sustain tenancies.
• Promote and support resident engagement activities.
• Develop neighbourhood plans and partnerships.
• Meet residents at least twice per year, including shared ownership customers.
• Market homes and maintain waiting lists.
• Assist residents with rent and charges obligations.
• Address contractor repairs and maintenance issues.

Connaissances

Housing experience

Tenant support

Estate management

Housing law knowledge

Communication skills

Formation

Housing qualification

Description du poste

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 vehicle as 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

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 Enhanced DBS 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 leave each 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.

Proud member of the Disability Confident employer scheme

Customer Relations Manager

Company: Black Country Housing Group

Salary: from £39,822.59 a year

Hours: Full-time

Location: Blackheath, B65 0EE

Working pattern: Hybrid - 2 days remote

Job type: Contract

Posting date: 2 Nov 2026

Closing date: 17 Nov 2026

Summary

Customer Relations Manager

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 vehicle as 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 Enhanced DBS 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 leave each 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.