Home Ownership Customer officer - Tewkesbury

Bromford; Tewkesbury; On-site; GBP 30,000 - 37,000; Full time

Job summary

Bromford is seeking a Home Ownership Customer Officer in Tewkesbury. The role covers day-to-day homeownership queries, income recovery tasks, and case management across a regional patch. You will support customers, coordinate with Place-based teams and external solicitors, and drive outcomes that balance support needs with risk.

The post requires managing a caseload, negotiating payments, and maintaining GDPR-compliant records. A UK driving licence and travel across the region are essential.

Qualifications

• Experience in housing income, leasehold management, neighbourhood management or similar.
• Knowledge of welfare benefits legislation.
• Ability to travel across your region.
• GCSEs in Maths and English (Grade C/4 or above) or equivalent.
• CIH qualification is desirable.

Responsibilities

• Manage homeownership customer cases from first query through to resolution.
• Handle a wide range of housing management and basic lease-related enquiries.
• Support customers face-to-face through home visits when needed.
• Drive income collection and arrears recovery with sustainable payment plans.
• Prepare notices, legal documents, and referrals to solicitors per procedure.
• Maintain accurate case records and comply with GDPR.

Skills

Communication

Organisation

Decision making

Empathy

Education

GCSEs Maths & English

CIH (desirable)

Job description

Home Ownership Customer officer - Tewkesbury

Employer:

Bromford

Location:

Tewkesbury, Gloucestershire, GL20 8ND

Pay:

£33,500 to £33,500 per year, Excellent Plus Benefits

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

No

Closing Date:

08/11/2026

About this job

Contract: Permanent, Full-time,
37.5 hours per week Operational patch: Tewkesbury 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.

CIH) is desirable.