Housing Services Assistant

Redditch Borough Council; Redditch; On-site; GBP 21,000 - 27,000; Full time

Job summary

Redditch Borough Council is seeking a Housing Services Assistant (Income) to support tenants with rent accounts, income management and access to benefits and safeguarding services. You will be the first point of contact, resolving enquiries and working with housing colleagues to deliver positive outcomes for residents and communities.

Experience in customer-facing roles, strong communication and IT literacy are essential.

Qualifications

• Minimum Level 2 qualification or equivalent.
• Experience in a customer-facing environment.
• Strong communication and interpersonal skills.
• Experience handling enquiries and resolving issues.
• Good administrative and organisational skills.
• Experience using IT systems and maintaining accurate records.
• Ability to manage sensitive conversations with confidence and professionalism.
• Commitment to safeguarding, equality, diversity and excellent customer care.

Responsibilities

• Be the first point of contact for customers, providing advice and resolving enquiries.
• Support tenants with rent accounts, benefits and tenancy-related matters.
• Assist with income management and debt recovery in a fair and compliant manner.
• Collaborate with Housing Services colleagues to deliver positive outcomes for residents.
• Maintain accurate records using IT systems and produce clear information for customers.

Skills

Customer service

Communication skills

Organisational skills

Problem solving

Education

Level 2 qualification or equivalent

Tools

IT systems

Job description

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

We are looking for candidates who can demonstrate:

• 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