Customer Relations Manager

The Methodist Church in Britain; Sandwell; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

Pension contributions

Annual leave 28 days + Christmas day

Health cash plan

Job summary

Black Country Housing Group is seeking a Customer Relations Manager to oversee tenancy management across approximately 255 homes. The role is field-based, involves visiting homes and estates, and requires a full UK driving licence and a car. It is a fixed-term post ending March 2027.

The successful candidate will manage rent and service charge payments, income recovery, voids, lettings, and tenancy support. Strong customer service and housing sector experience are essential.

Qualifications

• Customer services or housing qualification
• At least 2 years in a similar role in the housing sector
• Housing experience in tenancy and social housing

Responsibilities

• Manage rent and service charge payments and arrears
• Manage voids and lettings to achieve fast void turnaround
• Manage tenancies, including nuisance and anti-social behaviour
• Carry out home visits, including annual property visits, arrears visits and estate inspections
• Resolve resident queries and complaints promptly
• Advise and support customers to sustain their tenancies and meet rent and service charge obligations
• Meet all residents in the area at least twice a year, including shared ownership customers
• Promote and support resident engagement activities
• Develop neighbourhood plans and build local partnerships
• Market homes in the area to keep a waiting list for all properties
• Resolve repair queries and hold contractors to their contractual responsibilities

Skills

Estate management

Income management

Tenant support

Housing law

Communication skills

Education

Customer services or housing qualification

Job description

A housing management post at Black Country Housing Group, titled Customer Relations Manager and known internally as a Housing Officer, covering around 255 homes in a set patch. It is fixed-term to March 2027 and centres on tenancy management, rent and service charge arrears, voids and lettings, and anti-social behaviour. Most of the working week is spent visiting homes and estates, which makes it field-based and needs a car. Applicants need at least two years' social housing experience and a full UK driving licence.

What the job involves

• Manage rent and service charge payments and arrears
• Manage voids and lettings to achieve fast void turnaround
• Manage tenancies, including nuisance and anti-social behaviour
• Carry out home visits, including annual property visits, arrears visits and estate inspections
• Resolve resident queries and complaints promptly
• Advise and support customers to sustain their tenancies and meet rent and service charge obligations
• Meet all residents in the area at least twice a year, including shared ownership customers
• Promote and support resident engagement activities
• Develop neighbourhood plans and build local partnerships
• Market homes in the area to keep a waiting list for all properties
• Resolve repair queries and hold contractors to their contractual responsibilities

What’s required

Qualifications

• Customer services or housing qualification

Experience

• At least 2 years in a similar role in the housing sector
• Housing experience in tenancy and social housing

Skills & knowledge

• Best practice in estate management, income management or tenant support
• Knowledge of housing law and current housing issues
• Seeks ways to improve how work is done
• Communicates effectively, listens sensitively and adapts to the audience
• Passion for supporting others, solving problems and excellent customer service

Checks & eligibility

• Enhanced DBS check
• Full UK driving licence and own vehicle

What’s offered

• Competitive pay, externally benchmarked
• Flexible pension with up to 7% employer contribution
• 28 days' annual leave plus an extra day at Christmas, with option to buy or sell up to a week
• Enhanced sick pay, maternity pay 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 colleague recognition schemes
• Mileage allowance for travel to visit customers