Housing Officer

bpha; Cambridge; On-site; GBP 32,000 - 37,000; Full time

Job summary

bpha is seeking a Housing Officer in Cambridge to deliver a high-quality, customer-focused housing management service. You will manage a portfolio of customers and tenancies, support sustaining tenancies, and work with partners to achieve positive outcomes.

The role requires strong communication, organisational skills and the ability to work independently while contributing to team objectives. A full UK driving licence is essential.

Qualifications

• Experience delivering excellent customer service in a customer-facing environment.
• Experience managing a varied workload and competing priorities.
• Strong communication skills, both written and verbal.
• Ability to build positive relationships and work effectively with a wide range of people.
• Experience dealing with challenging situations and resolving issues professionally.
• Good problem-solving and decision-making skills.
• Ability to work independently and use initiative while contributing to team objectives.
• Strong organisational and administrative skills with attention to detail.
• Commitment to equality, diversity and inclusion.
• Full UK driving licence and ability to travel as required.

Responsibilities

• Manage a portfolio of customers and tenancies, delivering a proactive, customer-focused service.
• Build positive relationships with customers, providing advice, guidance and support to help sustain successful tenancies.
• Identify customer needs and coordinate appropriate support through internal teams and external partners.
• Maximise rental income through effective arrears prevention, monitoring and recovery activities.
• Carry out tenancy management activities including sign-ups, changes in circumstances, breaches of tenancy and tenancy reviews.
• Investigate and resolve customer concerns, complaints and neighbourhood issues in a timely and professional manner.
• Manage low-level antisocial behaviour cases, working with partner agencies where required.
• Conduct estate and neighbourhood inspections, identifying opportunities to improve the local environment and customer experience.
• Identify safeguarding concerns and make appropriate referrals in line with organisational procedures.
• Maintain accurate records and ensure all casework is managed effectively and in compliance with relevant legislation, policy and procedure.
• Work collaboratively with colleagues and external stakeholders to achieve positive outcomes for customers and communities.
• Promote customer engagement and feedback to support continuous service improvement.
• Contribute to team objectives and organisational performance targets.
• Keep up to date with relevant legislation, best practice and changes affecting service delivery.
• Undertake any other duties commensurate with the role.

Skills

Customer service

Tenant relations

Communication skills

Relationship building

Problem solving

Record keeping

MS Office

Interpersonal skills

Driving licence

Tools

MS Office

Job description

Housing Officer

up to £37,000 including £2000 car allowance

Cambridge

Full Time, Permanent

The Housing Officer plays a key role in delivering a high-quality, customer-focused housing management service. The postholder will be responsible for managing a portfolio of customers and tenancies, supporting tenancy sustainment, maximising income collection, resolving neighbourhood concerns and working collaboratively with customers, colleagues and partner organisations to achieve positive outcomes.

Key Responsibilities

• Manage a portfolio of customers and tenancies, delivering a proactive, customer-focused service.
• Build positive relationships with customers, providing advice, guidance and support to help sustain successful tenancies.
• Identify customer needs and coordinate appropriate support through internal teams and external partners.
• Maximise rental income through effective arrears prevention, monitoring and recovery activities.
• Carry out tenancy management activities including sign-ups, changes in circumstances, breaches of tenancy and tenancy reviews.
• Investigate and resolve customer concerns, complaints and neighbourhood issues in a timely and professional manner.
• Manage low-level antisocial behaviour cases, taking appropriate action and working with partner agencies where required.
• Conduct estate and neighbourhood inspections, identifying opportunities to improve the local environment and customer experience.
• Identify safeguarding concerns and make appropriate referrals in line with organisational procedures.
• Maintain accurate records and ensure all casework is managed effectively and in compliance with relevant legislation, policy and procedure.
• Work collaboratively with colleagues and external stakeholders to achieve positive outcomes for customers and communities.
• Promote customer engagement and encourage customer feedback to support continuous service improvement.
• Contribute to the achievement of team objectives and organisational performance targets.
• Keep up to date with relevant legislation, best practice and changes affecting service delivery.
• Undertake any other duties commensurate with the level and responsibilities of the role.

Person Specification

Essential

• Experience of delivering excellent customer service in a customer-facing environment.
• Experience managing a varied workload and competing priorities.
• Strong communication skills, both written and verbal.
• Ability to build positive relationships and work effectively with a wide range of people.
• Experience dealing with challenging situations and resolving issues in a professional manner.
• Good problem-solving and decision-making skills.
• Ability to work independently and use initiative while contributing to team objectives.
• Strong organisational and administrative skills with a high level of attention to detail.
• Ability to maintain accurate records and use digital systems effectively.
• Commitment to equality, diversity and inclusion.
• Ability to handle sensitive and confidential information appropriately.
• Proficient in Microsoft Office applications and other business systems.
• Full UK driving licence and the ability to travel as required by the role.

Desirable

• Experience of tenancy, neighbourhood or housing management.
• Knowledge of customer support, safeguarding or case management principles.
• Experience of working with external agencies and community partners.
• Understanding of relevant legislation and regulatory requirements.
• A relevant professional qualification or a willingness to work towards one.

All offers will be subject to satisfactory pre-employment screening, including DBS check and references.

About bpha

bpha is a leading Housing Association in the Oxford to Cambridge arc, providing high-quality, affordable homes and services. We own or manage over 19,500 properties and reinvest all income into improving homes, building new ones, and supporting communities. Our vision is to build places where people can live happily in homes they can afford, guided by value that shape everything we do.

Benefits

We believe that benefits should be more than just perks. For us, they aren't simply little extras added on at the end, they're fundamental parts of what we stand for, from the very beginning. As standard.

That's why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.

Our full benefits offering can be found here: https://www.bpha.org.uk/about-us/bpha-colleague-benefits/139/