Housing Support Administrator: First-Point Contact

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

Job summary

Birmingham City Council is seeking a highly organised Professional Support Assistant to provide professional administrative and customer support to its Local Housing Teams in Birmingham.

You will act as a first point of contact for tenants and third parties, handling enquiries via telephone, online, email and letter, and provide business-critical administrative support to ensure accurate records and timely responses.

Qualifications

• Experience of providing effective customer service in a busy environment.
• Excellent verbal and written communication with tenants, colleagues and professionals.
• Strong organisational skills with ability to manage competing priorities and meet deadlines.
• Ability to investigate and resolve enquiries at first contact using sound judgement.
• Good IT skills with experience of case management systems, databases and digital platforms.
• Ability to build positive working relationships and work collaboratively with teams.
• Commitment to delivering inclusive, customer-focused services and flexibility to adapt to changing priorities.

Responsibilities

• Provide a professional first point of contact for tenants, customers, third parties and professionals via phone, online, email and letter.
• Respond to enquiries, complaints and compliments in a polite, helpful and professional manner.
• Identify and resolve enquiries at first contact where possible, providing clear information to reduce demand.
• Escalate unresolved enquiries according to procedures and track progress.
• Provide administrative support to Local Housing Teams and maintain key performance information.
• Maintain accurate case records and ensure tasks are completed using current procedures.
• Collaborate with Council colleagues to deliver a high-quality customer experience and promote digital services.

Skills

Customer service

Verbal communication

Written communication

Organisation

IT skills

Case management systems

Tools

Case management software

Job description

Birmingham City Council is seeking a highly organised Professional Support Assistant to provide professional administrative and customer support to its Local Housing Teams in Birmingham.

You will act as a first point of contact for tenants and third parties, handling enquiries via telephone, online, email and letter, and provide business-critical administrative support to ensure accurate records and timely responses.