Housing Officer

Sanctuary Housing; Cheadle; On-site; GBP 32,000 - 35,000; Full time

Job summary

Sanctuary Housing is seeking a Housing Officer to deliver high quality housing management services. Key responsibilities include managing tenant expectations, resolving complaints, and working with external agencies to support resident welfare. The role offers a competitive salary, excellent benefits, and a positive work environment focused on inclusivity and support.

Benefits

25 days annual leave (rising to 30)

Employer-contributed pension scheme

Life Assurance

Cycle to Work scheme

Employee discounts

Wellbeing support and tools

Qualifications

• Experience in delivering high quality tenancy services.
• Understanding of regulations affecting housing management.
• Good practice in resident involvement activities.

Responsibilities

• Deliver high quality housing management services to residents.
• Manage tenant expectations and resolve service delivery complaints.
• Work with external agencies on resident welfare issues.

Skills

Problem Solving

Customer Service

Communication

Analytical Skills

Education

NVQ3 in relevant area

Tools

Microsoft Office

Job description

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The role

of Housing Officer will include:

• Delivering high quality housing management services meeting the needs and expectations of current and future residents and the wider community
• Providing an effective tenancy and resident customer service which is in line with policies and procedures
• Managing tenant expectations regarding repairs and escalating any property maintenance issues affecting resident welfare via appropriate channels
• Dealing with complaints about service delivery focusing on first contact resolution and learning from this to help to develop an excellent customer service
• Working with colleagues in other service areas to help the organisation meet its compliance obligations (fire safety, water hygiene, gas safety and data protection)
• Delivering general advice on all aspects of tenancy to enable sustainability
• Working with a range of external agencies to resolve issues affecting resident welfare including Domestic Abuse, Anti-Social Behaviour and Safeguarding

Skills and experiences:

• NVQ3 in relevant area
• Proven experience of undertaking a similar role delivering high quality tenancy services within property or tenancy management
• Excellent skills in analysing and diagnosing problems and implementing solutions
• Excellent customer service and customer care skills
• Proven experience of good practice resident involvement activities
• An understanding of Microsoft Office packages including Word, Excel and Outlook
• Excellent communication skills both verbal and written
• Working knowledge of relevant regulations and good practice

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £32,887 per annum (rising to £34,617 per annum after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)