Home Ownership Customer Officer

Bromford; Birmingham; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Health & wellbeing

Pension up to 10%

Employee assistance

Annual health checks

CIH qualification funded

Generous holiday

Family leave

Job summary

Bromford is seeking a dedicated housing professional to manage day-to-day homeownership queries, drive income recovery, and work with Place‑based teams and external solicitors to achieve positive outcomes. The role offers variety, autonomy, and meaningful impact in customers' lives.

You will handle a range of housing management tasks, conduct home visits as needed, and contribute to service improvements while maintaining compliant records and providing practical budgeting guidance.

Qualifications

• Experience in housing income, leasehold management, or neighbourhood management.
• Knowledge of homeownership leases and arrears recovery processes.
• Understanding of welfare benefits legislation.
• Ability to work with solicitors, legal teams, lenders, and internal colleagues.
• Strong organisational and communication skills.

Responsibilities

• Manage homeownership customer cases from first query to resolution.
• Handle housing management and basic lease-related enquiries.
• Support customers face-to-face via home visits when needed.
• Drive income collection and arrears recovery with sustainable payment plans.
• Prepare notices, legal documents, and referrals to solicitors.
• Complete Income & Expenditure assessments and offer welfare guidance.
• Collaborate to reduce arrears while balancing vulnerability and risk.
• Maintain case records and GDPR compliance.
• Identify risks early and escalate complex cases.
• Provide customer insight to improve service delivery.
• Participate in home ownership consultation events.

Skills

Housing income

Leasehold management

Neighbourhood management

Welfare benefits legislation

Collaboration with solicitors

Organisational skills

Communication skills

Education

GCSEs in Maths and English

CIH qualification desirable

Job description

Contract: Permanent, Full-time, 37.5 hours per week
Operational patch: Wolverhampton, Birmingham, Solihull and including parts of Warwickshire/Northamptonshire
Closing date: Sunday 8 November
At BFL, Place is at the heart of our Strategy 2026-31 and brings our purpose, enabling people to thrive, to life. Because thriving communities are about more than just great homes. They’re about safe, connected and inspiring neighbourhoods where people can truly belong and build strong foundations for their lives.
Through Place, we take a wider view of every community we serve — creating meaningful partnerships and joining forces with others to make each Place stronger.

About The Role

Working across your regional patch, you’ll take ownership of day‑to‑day homeownership queries, income recovery tasks, and case management. You’ll be a visible, proactive presence — supporting customers, progressing cases, and working closely with Place‑based teams, legal colleagues and external solicitors, and the New Homes team to create positive outcomes.
This role offers variety, autonomy, and the chance to make a real impact in people’s lives, especially those who need extra guidance or early intervention.

What You’ll Be Doing

• Managing homeownership customer cases from first query through to resolution.
• Handling a wide range of housing management and basic lease related enquiries.
• Supporting customers face‑to‑face through home visits when needed.
• Driving income collection and arrears recovery activity, including negotiating sustainable payment plans.
• Preparing notices, legal documentation, and referrals to solicitors in line with procedure.
• Completing Income & Expenditure assessments and offering budgeting or welfare benefits guidance.
• Collaborating with colleagues to reduce arrears while balancing customer vulnerability, support needs, and organisational risk.
• Maintaining accurate case records and complying with GDPR requirements.
• Identifying risks early and escalating high‑risk or complex cases appropriately.
• Providing customer insight to help shape and improve service delivery.
• Participate in home ownership customer consultation events as required

About You

You’re someone who builds trust quickly, communicates clearly, and thrives in a role where no two days look the same. You’re confident managing your own caseload, able to balance empathy with strong decision‑making, and motivated by helping customers achieve sustainable outcomes.

You Will Also Bring

• Experience in housing income, leasehold management, neighbourhood management or similar.
• Knowledge of homeownership leases and arrears recovery processes.
• An understanding of welfare benefits legislation.
• The ability to work collaboratively with solicitors, legal teams, lenders, and internal colleagues.
• Strong organisational and communication skills.

You will also need

• A full UK driving licence and the ability to travel across your region.
• GCSEs in Maths and English (Grade C/4 or above) or equivalent.
• A relevant professional qualification (e.g. CIH) is desirable.

If you’re driven by delivering great customer experiences and confident working within homeownership, we’d love to hear from you.

Please refer to the job description to ensure you meet the essential criteria of the role.

If this sounds like the right next step for you, and you’re motivated by making a real difference in our communities, we’d love to hear from you.

The Company

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.

What We Offer

• Hybrid working, with the flexibility to work across our main locations and home
• Occupational Health, mental health first aiders, menopause champions and annual health checks
• A choice of pension schemes with employer contributions of up to 10%
• Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family
• Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more
• Generous holiday, occupational sick pay and paid family leave
• Fully funded CIH qualification, if it’s a requirement of your role

The Values