Housing Officer: Tenancy & Community Advocate

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

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.