Lettings Support Officer

Bournemouth Borough Council; United Kingdom; Remote; GBP 27,000 - 32,000; Full time

Job summary

BCP Council is seeking a Lettings Support Officer with a solid housing background to manage lettings, mutual exchanges, and tenancy changes. You will deliver high-quality information to residents, handle enquiries across channels, and support service improvements while meeting deadlines.

The role requires 12 months in social housing, 2 A Levels or CIH Level 3, and strong IT and communication skills. DBS check is required; visa sponsorship is not available.

Qualifications

• Proven experience in social housing or housing administration.
• Strong understanding of housing policies and legislation.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Manage caseload to let empty homes promptly, including advertising and nominations.
• Oversee mutual exchange process in line with statutory requirements and internal policies.
• Administer tenancy changes such as successions and joint tenancies.
• Provide clear housing-related information and advice to residents.
• Respond to enquiries and work with partners to resolve issues and improve service.

Skills

Housing policy knowledge

Customer service

IT skills

Communication

Deadline oriented

Education

A Levels or equivalent

CIH Level 3 or above

Tools

Housing management system

Microsoft Office

Job description

# Lettings Support Officer## Job IntroductionStarting salary for this role is **£29,542** (Pro-rata for PT)This role sits within a well defined pay band, offering clear progression as you grow your career at BCP. Without exception all new starters begin at the entry point of the band, ensuring fairness and consistency across the organisation. Be part of a forward thinking workplace where you’re supported to grow and you can truly **#BeTheDifference at BCP**. Internal colleagues are also normally appointed at the bottom of the band, unless moving within the same profession and skill level, where the pay band is the same they can be appointed to the existing pay point.Learn more in our *‘**More than just a job’* brochure on our careers site.**The Ideal Candidate**We are looking for someone with a strong housing background who can hit the ground running and confidently manage a range of housing management processes.You'll bring:* Proven experience working within social housing, with a good understanding of housing policies, procedures and legislation.* Experience managing housing administration processes such as lettings, mutual exchanges, tenancy changes, successions or related services.* Strong organisational skills and the ability to manage competing priorities while meeting deadlines and performance targets.* Excellent customer service skills with experience supporting customers through a variety of communication channels.* Confidence building positive working relationships with colleagues, residents and external stakeholders.* Strong IT skills, including experience using housing management systems and Microsoft Office applications.* A proactive approach to problem-solving and service improvement.### What You'll Be DoingKey areas of responsibility include:* Managing a caseload to ensure timely and accurate letting of empty homes, including advertising properties, processing nominations and preparing tenancy documentation.* Managing the end-to-end mutual exchange process in line with statutory requirements and BCP Homes policies.* Administering tenancy changes, including successions, joint tenancies and household amendments.* Providing advice and information to residents on a range of housing-related matters.* Responding to customer enquiries and working with partners to resolve issues effectively.* Supporting service improvements and helping to enhance the customer experience.### Essential Requirements* Minimum of 12 months' experience working within social housing.* 2 A Levels, CIH Level 3 qualification (or above), or equivalent experience.* Experience undertaking administrative duties in a busy environment.* Strong written and verbal communication skills.* Excellent attention to detail and ability to work accurately to deadlines.* Subject to a DBS check.**Why Join Us?**This is an excellent opportunity to play a key role in delivering vital housing services that make a real difference to residents across the local authority. You'll join a supportive team where your housing knowledge, initiative and commitment to excellent customer service will be highly valued.**Please note:** This role is best suited to candidates with existing social housing experience and a strong understanding of housing management processes, lettings and tenancy administrationPlease note, this role is not eligible for visa sponsorship and we can only consider applicants with existing right to work in the UK. **At BCP Council, inclusion is more than a promise – it’s how we work.** We’re committed to providing a fully inclusive recruitment process ensuring every candidate and colleague has the support and reasonable adjustments they need to thrive. From the moment you apply, through the recruitment process and throughout your career with us, we’ll be here to listen and provide the help and support you need.It’s why we’re proud to be a Disability Confident Employer – and why you can trust that we’ll always do our best to make your experience positive and accessible. **If you require any reasonable adjustments or support during the recruitment process, please let us know when you apply or contact us directly – we’re here to help. For further information on the accessibility support we can offer please see here:**Preparing for your interview | Working for BCP **About BCP Council**BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, world-class, prosperous and inclusive place for generations to come.**Our Benefits** ***A Place to Thrive – Join BCP Council*** At BCP Council, we’re not just building a workforce—**we’re transforming how we recognise and reward our people.** Check out our attractive enhanced benefits and find out more about the new Pay and Reward package at Employee benefits | Working for BCP ***Be the difference - Join an organisation that values you*** More About us | Working for BCP **Basic DBS**BCP Council is committed to safeguarding and promoting the welfare of the community and expects all staff and volunteers to share the same commitment. Applicants to this post will be required to complete the appropriate level of Disclosure & Barring Service Check.### Attached documents* MUL058 Role profile.pdf* RP.pdf