Senior Housing Hub Advisor — Hybrid

Sandwell Local Area Partnership; Little Fields; Hybrid; GBP 38,000 - 46,000; Full time

Job summary

Sandwell Local Area Partnership is recruiting a Senior Housing Hub Officer to join our Housing Management Service. The role focuses on delivering excellent customer service, providing specialist housing advice, and resolving tenancy enquiries across multiple channels.

As a senior member, you will mentor colleagues, support digital access for customers, and drive continuous improvement in service quality. The post is hybrid with 37 hours per week, working permanently to help customers access

Qualifications

• Demonstrable experience in a housing, tenancy management or customer service role.
• Experience of resolving customer enquiries and providing advice.
• Experience of working with multiple systems and maintaining records.
• Excellent communication and problem-solving skills.
• Ability to work effectively as part of a team and support the development of colleagues.

Responsibilities

• Investigate and resolve a wide range of tenancy-related enquiries and service requests.
• Provide specialist housing advice and make decisions on routine tenancy matters in line with policies and procedures.
• Support customers to access services through digital channels and promote self-service where appropriate.
• Work with tenancy teams to ensure complex or sensitive cases are effectively managed and transferred where required.
• Respond to customer enquiries received through a variety of channels, including telephone, face-to-face, email, webchat and social media.
• Support the development of colleagues through mentoring, coaching and sharing best practice.
• Undertake quality monitoring activities to support service standards and continuous improvement.
• Work closely with customers, elected members and partner agencies to ensure positive outcomes are achieved

Skills

Customer service

Decision making

Communication

Mentoring

Digital skills

Tools

Housing management software

Job description

Sandwell Local Area Partnership is recruiting a Senior Housing Hub Officer to join our Housing Management Service. The role focuses on delivering excellent customer service, providing specialist housing advice, and resolving tenancy enquiries across multiple channels.

As a senior member, you will mentor colleagues, support digital access for customers, and drive continuous improvement in service quality. The post is hybrid with 37 hours per week, working permanently to help customers access