Housing Hub Officer

WMJobs; Oldbury; On-site; GBP 28,000 - 32,000; Full time

Job summary

Sandwell Metropolitan Borough Council in Sandwell is seeking a Housing Hub Officer to join the Housing Management Service. You will provide housing advice, resolve tenancy enquiries and support customers to access services through digital channels, delivering high standards of customer care.

The role is a 6-month fixed-term contract, 37 hours per week, based at Sandwell Council House in Oldbury, with a band D SCP 9-17 salary (£28,153 - £32,046 per annum).

Qualifications

• At least 12 months' experience delivering services directly to customers, stakeholders or partners.
• Experience in a busy, high-volume environment with competing priorities.
• Excellent communication skills, written and verbal.
• Numeracy and Literacy Level 2 qualification or equivalent.
• Experience using Microsoft Office and ICT systems confidently.
• Knowledge of digital channels including web and social platforms.

Responsibilities

• Provide excellent customer service across multiple channels (phone, face-to-face, digital, social).
• Manage and resolve tenancy enquiries with timely and accurate advice.
• Support customers to access services digitally where possible.
• Make routine housing management decisions per policies and procedures.
• Collaborate with tenancy teams for complex or sensitive cases.
• Signpost to council services, agencies and community organisations.

Skills

Excellent communication

Strong customer service

Teamwork

Problem solving

Digital channels knowledge

ICT systems knowledge

Education

Numeracy & literacy Level 2

Tools

Microsoft Office

Job description

Sandwell Metropolitan Borough Council,
Job Title: Housing Hub Officer
Salary: Band D, SCP 9-17 (£28,153 - £32,046 per annum)
Contract Type: 6 month - Fixed Term Contract
Hours: Monday to Friday, 37 hours per week
Location: Sandwell Council House, Freeth St, Oldbury B69 3DE

We are looking for a customer-focused and motivated Housing Hub Officer to join our Housing Management Service. This is an excellent opportunity for someone with strong customer service experience and a passion for helping people. You will play a key role in providing housing advice, resolving tenancy enquiries and supporting customers to access services through a range of channels, including digital platforms. You will be part of a dedicated team, helping customers navigate housing services while delivering high standards of customer care, accuracy and service excellence.

The opportunity:

• You will provide excellent customer service across multiple contact channels, including telephone, face-to-face, digital and social media.
• You will manage and resolve customer tenancy enquiries, ensuring customers receive timely and appropriate advice and support.
• You will support customers to access services independently through digital channels wherever possible.
• You will make routine housing management decisions in line with policies and procedures.
• You will work closely with tenancy teams to ensure complex or sensitive cases are referred appropriately.
• You will contribute to improving customer experiences and promoting the Council's housing services.

You will:

• Take ownership of customer enquiries and provide accurate advice, information and guidance to achieve positive outcomes.
• Resolve enquiries at the first point of contact and accurately record customer interactions.
• Make timely, evidence-based decisions on routine tenancy matters in accordance with housing policies and procedures.
• Collect and present evidence to support decision-making where escalation is required.
• Support elected members making enquiries on behalf of residents and vulnerable customers.
• Signpost customers to appropriate Council services, statutory agencies and community organisations.
• Support colleagues through mentoring, knowledge sharing and on-the-job guidance where appropriate.
• Maintain accurate customer records and handle information appropriately and confidentially.

What we're looking for:

• At least 12 months' experience of delivering services directly to customers, stakeholders, elected members or partner organisations, either face-to-face or over the telephone.
• Experience of working in a busy, high-volume environment while managing competing priorities.
• Experience of working as part of a team to achieve individual and service objectives.
• Numeracy and Literacy Level 2 qualification or equivalent.
• Excellent communication skills, both written and verbal.
• Strong customer service skills with the ability to remain calm and professional in challenging situations.
• Experience of using Microsoft Office and other ICT systems confidently.
• Knowledge of digital communication channels, including web-based services and social media platforms.
• Excellent problem-solving skills and the ability to make informed decisions using a range of information sources.
• Ability to build positive relationships with customers, colleagues and partner organisations.
• Commitment to Sandwell's One Team values and behaviours, including being Customer Focused, Inclusive, Ambitious and Accountable.
• Willingness to work from different locations across the borough as required by service demand.

Why Sandwell Council?

At Sandwell Council, our work has a real impact. We are proud to be a values-led organisation that supports its employees with excellent benefits, a competitive remuneration package and a strong focus on learning and development. By joining us, you'll play a key role in helping residents access the housing services and support they need whilst contributing to thriving communities across the borough.

We place equality, diversity and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds and identities. This diversity makes us a stronger and more effective council.

We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported and able to contribute fully is central to our culture and the way we work.