Senior Housing Hub Advisor (Hybrid & Digital)

Sandwell Metropolitan Borough Council; Oldbury; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Wmjobs is looking for a Senior Housing Hub Officer to join the Housing Management Service on a permanent, hybrid basis. You will handle complex tenancy enquiries, provide specialist housing advice, and support digital access for customers across multiple channels.

As a senior team member, you will mentor colleagues, ensure high service standards, and collaborate with partner agencies to achieve positive outcomes.

Qualifications

• Demonstrable experience in a housing, tenancy management or customer service role.
• Experience of resolving customer enquiries and providing advice and guidance.
• Experience of working with multiple systems and maintaining accurate 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

Housing experience

Mentoring coaching

Communication

Digital literacy

Decision making

Job description

Wmjobs is looking for a Senior Housing Hub Officer to join the Housing Management Service on a permanent, hybrid basis. You will handle complex tenancy enquiries, provide specialist housing advice, and support digital access for customers across multiple channels.

As a senior team member, you will mentor colleagues, ensure high service standards, and collaborate with partner agencies to achieve positive outcomes.