Housing Services Assistant

WMJobs; Bromsgrove, Redditch; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Generous annual leave entitlement

Job summary

Bromsgrove and Redditch Councils are seeking a proactive Housing Services Assistant (Income) to support tenants, handle income-related enquiries, and recover debt fairly. You will be the first point of contact for customers, providing clear information and guiding them to available support to stay in their homes.

You will work with colleagues across Housing Services to deliver positive outcomes for residents and communities, with a strong emphasis on excellent customer care, safeguarding and

Qualifications

• A minimum Level 2 qualification or equivalent relevant experience.
• Experience working in a customer-facing environment and handling enquiries.
• Strong communication and interpersonal skills, with a focus on safeguarding and inclusion.

Responsibilities

• Be the first point of contact for residents, advising on rent and tenancy matters.
• Manage income-related enquiries, recover debt fairly and coordinate support when needed.
• Maintain accurate records and work with colleagues across Housing Services to achieve outcomes.
• Communicate clearly and sensitively with vulnerable customers and prioritise cases.

Skills

Customer-facing

Communication skills

Interpersonal skills

Inquiry handling

Organisational skills

IT systems experience

Education

Level 2 qualification or equivalent

Tools

IT systems

Job description

Make a Difference Every Day

Are you passionate about helping people, delivering excellent customer service, and supporting residents to sustain their tenancies?

Bromsgrove and Redditch Councils,

Housing Services Assistant (Income)

Make a Difference Every Day

Are you passionate about helping people, delivering excellent customer service, and supporting residents to sustain their tenancies?

We're looking for a proactive and customer-focused Housing Services Assistant to join our Housing Services team. This is a rewarding role where you'll be at the heart of supporting tenants, managing income-related enquiries, recovering debt, and helping customers access the support they need to remain in their homes.

You’ll be the first point of contact for many of our customers, providing advice, resolving enquiries, and working closely with colleagues across Housing Services to deliver positive outcomes for residents and communities.

Why This Role Matters

For many residents, a simple enquiry about rent, benefits or tenancy matters can be a stressful and uncertain experience. As a Housing Services Assistant, you'll help turn that experience into a positive one.

Whether you're supporting a customer to understand their rent account, assisting someone struggling with financial challenges, coordinating support with colleagues, or helping recover debt fairly and effectively, your work will have a direct impact on people's lives and communities

What We're Looking For

We're interested in more than just experience. We're looking for someone whose behaviours and values align with our commitment to excellent customer service and continuous improvement.

You genuinely care about delivering excellent service and take the time to understand individual circumstances. You can communicate clearly and sensitively, even when dealing with vulnerable customers or challenging situations. Treating everyone with dignity, fairness and understanding. You build trust quickly and remain professional, calm and approachable.

You are organised, accountable and proactive and can manage your own workload, follow through on commitments and take responsibility for achieving positive outcomes.

You enjoy being part of a team and recognise the value of working with colleagues and partners. You contribute positively and help create a supportive working environment and remain calm under pressure. You will have the ability to prioritise competing demands and focus on finding practical solutions to problems.

You look for ways to improve services, processes and customer experiences. You are open to learning and developing new skills.

Essential Requirements

• A minimum Level 2 qualification or equivalent relevant experience.
• Experience working in a customer-facing environment.
• Strong communication and interpersonal skills.
• Experience handling enquiries and resolving issues effectively.
• Good administrative and organisational skills.
• Experience using IT systems and maintaining accurate records.
• The ability to manage sensitive conversations with confidence and professionalism.
• A commitment to safeguarding, equality, diversity and excellent customer care.

Desirable

• Experience within housing, income management, local government or social housing.
• Knowledge of welfare benefits and Universal Credit.
• Understanding of housing legislation and tenancy management.

Why Join Us?

At Redditch Borough Council, our values of Pride, People, Purpose and Performance shape everything we do.

What You’ll Get In Return

• A rewarding role where you can make a genuine difference to people's lives
• Opportunities for professional development and qualifications
• Supportive and collaborative team environment
• Flexible and agile working arrangements
• Local Government Pension Scheme
• Generous annual leave entitlement

Need further information? please contact Hayley Turner (recruiting manager) on (01527) 64252 ext. 3217. You can also email [e-mail] or [e-mail]

For a full list of our current vacancies why not visit our WM Jobs Recruiter Page

Attached documents

Housing Services Assistant JD Income.docx