Professional Support Assistant, Improvement and Support City Housing

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

Grade A - £24,796 - £28,142

Consultation grade - subject to formal evaluation under the Equal Pay Programme

Working 36.5 hours per week

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

About The Role

We’re looking for a highly organised and customer-focused Professional Support Assistant to provide professional administrative and customer support to Birmingham City Council’s Local Housing Teams.

Birmingham City Council,

Professional Support Assistant

Permanent

Grade A - £24,796 - £28,142

Consultation grade - subject to formal evaluation under the Equal Pay Programme

Working 36.5 hours per week

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

About The Role

We’re looking for a highly organised and customer-focused Professional Support Assistant to provide professional administrative and customer support to Birmingham City Council’s Local Housing Teams.

You’ll act as a first point of contact for tenants, third parties and professionals, responding to enquiries received by telephone, online, email and letter. You’ll use your communication and problem-solving skills to resolve enquiries at the first point of contact wherever possible, ensuring customers receive clear, accurate and timely information.

You’ll also provide business-critical administrative support to the Local Housing Teams, maintaining accurate records, monitoring key processes and performance information, and working collaboratively with colleagues to ensure an efficient and responsive housing service.

What you’ll be doing

• Provide a professional first point of contact for tenants, customers, third parties and professionals, responding to enquiries received by telephone, online, email and letter.
• Respond to customer enquiries, comments, complaints and compliments in a polite, helpful and professional manner, in line with Council customer service standards, policies and procedures.
• Identify and resolve enquiries at the first point of contact wherever possible, providing clear and accurate information through appropriate communication channels to reduce further demand.
• Escalate enquiries that cannot be resolved directly through agreed procedures, ensuring they are appropriately recorded, progressed and responded to.
• Provide business-critical administrative support to Local Housing Teams, including monitoring quadrant inboxes, processing garage applications, supporting the Your Views process and maintaining key performance information.
• Maintain accurate case management and administrative records, ensuring information is recorded appropriately and all tasks are completed using current processes and procedures.
• Work collaboratively with colleagues and other Council teams to deliver a high-quality customer experience, promote appropriate digital services and contribute to continuous service improvement.

What We’re Looking For

• Experience of providing effective customer service and administrative support within a busy, customer-focused environment.
• Excellent verbal and written communication skills, with the ability to communicate professionally and clearly with tenants, colleagues, professionals and other stakeholders.
• Strong organisational and administrative skills, with the ability to manage competing priorities, maintain accurate records and meet deadlines.
• The ability to investigate and resolve customer enquiries at the first point of contact, using sound judgement to identify when matters require escalation.
• Good IT skills, with experience of using case management systems, databases, email and other digital platforms to accurately record and manage information.
• The ability to build positive working relationships and work collaboratively with colleagues and other teams to achieve effective outcomes for customers.
• A commitment to delivering professional, inclusive and customer-focused services, with the willingness to undertake training, adapt to changing priorities and work flexibly to meet the needs of the service.

Why join us?

• Birmingham City Council is one of the largest local authorities in Europe, giving you the opportunity to work at significant scale and make a tangible difference to housing services across the city.

• This newly created role provides an opportunity to shape how service charges are managed, strengthen transparency for residents and improve the systems and processes supporting the service. You’ll work across City Housing and the wider Council, combining your technical expertise with leadership and service improvement to help deliver an accurate, compliant and customer-focused service.
• You’ll join an organisation committed to equality, inclusion and providing high-quality services to Birmingham’s residents.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquires please contact: [e-mail]

A Disclosure and Barring Service (DBS) check will be undertaken.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.