Housing Support Officer (Housing Repairs)

Hinckley; Hinckley; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Flexible working options

Generous pension scheme

Annual leave plus bank holidays

Reasonable workplace adjustments

Job summary

Hinckley & Bosworth Borough Council is seeking a Housing Support Officer (Housing Repairs) in Hinckley, Leicestershire. This permanent, 37-hour-a-week role offers hybrid working and involves administrative support and customer service to ensure a smooth repairs service.

The role requires GCSE Maths and English, proven customer service experience, and strong IT and communication skills. Salary £26,016–£27,274 per annum pro rata. Closing date 29 October 2026.

Qualifications

• GCSE Maths and English (or equivalent)
• Experience delivering customer service in a busy front-line environment
• Experience carrying out administrative duties and maintaining records
• Good IT skills, including Microsoft Office
• Strong verbal and written communication skills

Responsibilities

• Act as the first point of contact for housing repairs enquiries by telephone, email and written correspondence.
• Resolve customer enquiries at first point of contact where possible.
• Raise repair orders and arrange appointments with tenants, contractors and engineers.
• Undertake repairs triage assessments and escalate emergencies and hazards as needed.
• Monitor repairs and follow-on works to ensure timely completion.
• Maintain accurate records using housing management and repairs systems.
• Process tenant permission requests and maintain related records.
• Support financial processes including invoices and checks.
• Assist with gas servicing, electrical testing and compliance administration.
• Identify and escalate safeguarding concerns and vulnerabilities.

Skills

Customer service

Administrative duties

IT skills

Communication

Education

GCSE Maths and English

Job description

Housing Support Officer (Housing Repairs)
Salary: £26,016 up to £27,274 per annum pro rata
Grade: 3
Location: Hinckley, Leicestershire (Hybrid working available)
Contract: Permanent, 37 hours per week, working Monday to Friday

About the role
We have an exciting opportunity for an organised and detail-oriented Housing Support and Administration Officer to join our Housing Repairs team. Based predominantly at our Jubilee Building, you will provide administrative support and excellent customer service to customers, colleagues and contractors, helping to ensure our repairs service runs smoothly and efficiently.

What you will be doing

• Acting as the first point of contact for housing repairs enquiries by telephone, email and written correspondence.
• Resolving customer enquiries wherever possible at first point of contact.
• Raising repair orders and arranging appointments with tenants, contractors and engineers.
• Undertaking repairs triage assessments and escalating emergency repairs, damp and mould reports and other hazards in line with procedures.
• Monitoring repairs and follow-on works to ensure timely completion.
• Maintaining accurate records using housing management, repairs and compliance systems.
• Processing tenant permissions requests and maintaining associated records.
• Supporting financial processes including tenant recharge invoices and schedule of rates checks.
• Assisting with gas servicing, electrical testing and other compliance administration. Including checking compliance certificate and liaising with residents and other service areas for appointments.
• Identifying and escalating safeguarding concerns, vulnerabilities and support needs.

About you
You will be a proactive and self-motivated individual with excellent organisational skills and a strong commitment to customer service. Comfortable working in a busy front-line environment, you will be able to prioritise competing demands effectively and communicate confidently with a wide range of customers, including vulnerable residents, in a caring, patient and sensitive manner.

Essential criteria

• GCSE Maths and English (or equivalent literacy and numeracy skills).
• Experience of delivering customer service in a busy customer-facing environment.
• Experience of carrying out administrative duties and maintaining accurate records.
• Good IT skills, including the use of Microsoft Office applications.
• Strong verbal and written communication skills.

Closing date: 29 October 2026

Interview date: 12 November 2026

Hinckley & Bosworth ‐ A PLACE OF OPPORTUNITY

Situated at the very heart of England on the border of the East and West Midlands, Hinckley is well connected by major transport links to the cities of Leicester, Coventry and Birmingham and in an ideal location for commuting being close to major transport links of the M1, M6, M69, M42 and the A5.

We welcome applications from all of the community.

• flexible working options
• generous pension scheme
• annual leave plus bank holidays
• Reasonable workplace adjustments are considered for all roles.