Homesearch Administrative Officer

Monmouthshire Housing Association; Pontypool; On-site; GBP 22,000 - 26,000; Full time

Job summary

The Homesearch Administration Officer role at Monmouthshire Housing Association focuses on delivering excellent customer service as the first point of contact for applicants seeking housing options. You will respond to enquiries via phone, email and live chat, providing housing advice to those on the waiting list and guiding them through available options.

Strong organisational skills and the ability to prioritise a varied workload are essential to keep the service running smoothly.

Qualifications

• Excellent written and spoken English.
• Experience in busy call centre or customer-facing environments.
• Ability to handle high-volume enquiries with care and efficiency.

Responsibilities

• Respond to enquiries by phone, email and live chat with accuracy.
• Offer housing advice and guidance to applicants on the housing waiting list.
• Keep the service running smoothly through strong organisational skills.
• Support colleagues and partners to provide clear housing options.

Skills

Communication

Customer service

Phone support

Live chat

Organizational

Job description

The Homesearch Scheme manages the common housing register in Monmouthshire, supporting applicants looking for an affordable home to rent or buy. We work in partnership with the local authority and four housing associations to provide clear, fair, and accessible housing options for our communities.

We are now looking for a Homesearch Administration Officer to join our busy, friendly, and customer-focused team.

As the first point of contact for our service, you’ll use your excellent communication and customer-service skills to respond to enquiries by phone, email and live chat, offering housing advice and guidance to applicants on the housing waiting list.

You will play a key role in keeping the service running smoothly. Strong organisational skills and the ability to prioritise a varied workload are essential.

We particularly welcome applications from professionals who have experience working in a busy call centre environment - especially within housing, local authority services, or similar customer-focused sectors. Your ability to handle high-volume enquiries with confidence and care will be a great asset to our team.

If you’re passionate about helping people, thrive in a fast-paced environment, and want to contribute to making a real difference in communities across Monmouthshire, we’d love to hear from you.