Customer Transitions Advisor

Metropolitan Thames Valley; Johnson Street; On-site; GBP 41,000 - 43,000; Full time

Job summary

Metropolitan Thames Valley is seeking a Customer Transitions Advisor to support customers moving home as part of regeneration projects. You will act as the primary customer-facing representative, coordinating decants, providing tailored guidance, and ensuring residents receive practical assistance throughout their transition.

You will collaborate with internal teams, contractors and external agencies to deliver a seamless service, maintain clear records, and safeguard vulnerable customers while

Qualifications

• Experience delivering excellent customer-focused services within housing, tenancy management or a related environment.
• Strong communication and relationship-building skills, with the ability to work effectively with a wide range of stakeholders.
• Good understanding of housing management, tenancy processes and supporting vulnerable customers.
• Excellent organisational and prioritisation skills, with the ability to manage a varied workload and meet deadlines.
• Strong problem-solving ability and confidence in handling challenging situations and customer enquiries.
• Good IT skills, including experience using Microsoft Office applications and housing management systems. A full driving licence and willingness to travel regularly are essential.

Responsibilities

• Act as the main point of contact for customers throughout the decant and relocation process, providing advice, support and regular communication.
• Work with internal teams and external agencies to coordinate services that support customers' individual needs and successful moves
• Manage tenancy-related matters including successions, mutual exchanges, arrears discussions and tenancy sustainment activities.
• Build and maintain strong relationships with residents, local authorities, contractors, MPs, councillors and community stakeholders.
• Support project delivery by maintaining accurate records, monitoring customer progress and ensuring all activities are completed in line with agreed project plans.
• Conduct property viewings, tenancy sign-ups and settling-in visits to help customers successfully transition to their new homes

Skills

Customer service

Housing management

Stakeholder engagement

IT skills

Tools

MS Office

Housing management systems

Job description

£41,236 - £43,406 p/a

Temporary - Full Time

Closing date - 26 October 2026

Contract Type: Permanent - 12 Month Fixed Term Contract

About The Role

MTVH are looking for a dedicated Customer Transitions Advisor to join our Housing Special Projects team. This role plays a key part in supporting customers who are required to move home as part of regeneration, redevelopment or major works projects. Acting as the primary customer-facing representative for MTVH, you will support customers across a range of tenures, ensuring they receive tailored advice, guidance and practical assistance throughout their transition journey.

You will work closely with colleagues, contractors and external agencies to deliver a seamless service while maintaining a strong focus on customer satisfaction and positive outcomes Therefore, as part of the team, you will build trusted relationships with residents, support vulnerable customers, coordinate moves and associated services, and ensure customers are informed and engaged throughout the process. You will play an important role in helping customers settle successfully into their new homes while

Key Responsibilities

• Act as the main point of contact for customers throughout the decant and relocation process, providing advice, support and regular communication.
• Work with internal teams and external agencies to coordinate services that support customers' individual needs and successful moves
• Manage tenancy-related matters including successions, mutual exchanges, arrears discussions and tenancy sustainment activities.
• Build and maintain strong relationships with residents, local authorities, contractors, MPs, councillors and community stakeholders.
• Support project delivery by maintaining accurate records, monitoring customer progress and ensuring all activities are completed in line with agreed project plans.
• Conduct property viewings, tenancy sign-ups and settling-in visits to help customers successfully transition to their new homes

What You'll Need To Succeed

• Experience of delivering excellent customer-focused services within housing, tenancy management or a related environment.
• Strong communication and relationship-building skills, with the ability to work effectively with a wide range of stakeholders.
• Good understanding of housing management, tenancy processes and supporting vulnerable customers.
• Excellent organisational and prioritisation skills, with the ability to manage a varied workload and meet deadlines.
• Strong problem-solving ability and confidence in handling challenging situations and customer enquiries.
• Good IT skills, including experience using Microsoft Office applications and housing management systems. A full driving licence and willingness to travel regularly are essential.

Download documents

• Customer Transitions Advisor (1).pdf
• Occupational Requirements Customer Transitions Advisor.docx

Department:Development

Last updated:October 12, 2026

Job ref:NTX1218476