Housing Services Frontline Support Specialist

Birmingham City Council; Birmingham; On-site; GBP 25,000 - 28,000; Full time

Job summary

Birmingham City Council is seeking a highly organised Professional Support Assistant to deliver professional administrative and customer support to Local Housing Teams. You will act as a first contact point for tenants and professionals, handling inquiries across multiple channels and providing timely, accurate information.

You will also maintain records, monitor processes, and work collaboratively to ensure an efficient housing service that delivers a high-quality customer experience.

Qualifications

• Experience of providing effective customer service in a busy environment.
• Strong verbal and written communication skills.
• Excellent organisational and administrative abilities; able to manage priorities.

Responsibilities

• Provide professional first point of contact for tenants, customers and professionals via phone, online, email and letter.
• Respond to enquiries politely and in line with service standards; resolve where possible at first contact.
• Maintain accurate records and monitor key processes and performance information.

Skills

Customer service

Administrative support

Verbal communication

Written communication

Organisational skills

IT skills

Case management

Stakeholder management

Tools

Case management software

Databases

Email

Job description

Birmingham City Council is seeking a highly organised Professional Support Assistant to deliver professional administrative and customer support to Local Housing Teams. You will act as a first contact point for tenants and professionals, handling inquiries across multiple channels and providing timely, accurate information.

You will also maintain records, monitor processes, and work collaboratively to ensure an efficient housing service that delivers a high-quality customer experience.