Home Ownership Customer Officer - Staffordshire

Bromford; Lichfield; On-site; GBP 25,000 - 33,000; Full time

Job summary

Bromford is seeking a dedicated Home Ownership Customer Officer to cover Staffordshire and The Marches, handling day-to-day homeownership queries, income recovery tasks, and case management across your regional patch.

You will work with Place-based teams, legal colleagues, and external solicitors to create positive outcomes while supporting customers, negotiating sustainable payment plans, and ensuring GDPR compliance. This role offers variety, autonomy, and a real chance to impact communities.

Qualifications

• Experience in housing income and leasehold management.
• Knowledge of welfare benefits legislation.
• Ability to travel across your region with a full UK driving licence.
• Strong organisational and communication skills.

Responsibilities

• Manage homeownership customer cases from first query through to resolution.
• Handle housing management and basic lease related enquiries.
• Support customers face-to-face through home visits when needed.
• Drive 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

Skills

Housing income

Leasehold management

Neighbourhood management

Arrears recovery

Education

GCSEs in Maths and English

Job description

Home Ownership Customer Officer - Staffordshire

Contract: Permanent, Full-time, 37.5 hours per week

Operational patch: Staffordshire and The Marches

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.

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

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.