Senior Housing Hub Officer

Wollborg Michelson Personnel Service Inc; Oldbury; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Sandwell Metropolitan Borough Council is seeking a Senior Housing Hub Officer to join the Housing Management Service. The role focuses on delivering excellent customer service, offering specialist housing advice, and supporting customers to access housing services through various channels.

As a senior team member, you will manage complex tenancy enquiries, assist colleagues with guidance, and drive service quality and continuous improvement.

Qualifications

• Experience in a housing or customer service role.
• Experience resolving customer enquiries and providing guidance.
• Ability to work with multiple systems and maintain accurate records.
• Excellent communication and problem-solving skills.
• Ability to work effectively as part of a team and develop colleagues.

Responsibilities

• Investigate and resolve tenancy-related enquiries and service requests.
• Provide specialist housing advice and make decisions on routine tenancy matters.
• Support customers to access services through digital channels and promote online self-service.
• Collaborate with tenancy teams for complex or sensitive cases.
• Respond to customer enquiries via phone, in person, email, webchat or social media.
• Mentor, coach and share best practice with colleagues.
• Undertake quality monitoring to support service standards.
• Work with customers, elected members and partner agencies to achieve positive outcomes.

Skills

Customer service

Housing knowledge

Decision making

Mentoring/Coaching

Communication

Digital literacy

CRM systems

Record keeping

Tools

CRM systems

Record keeping software

Job description

Sandwell Metropolitan Borough Council,

Title

Senior Housing Hub Officer

Grade/Salary

Band E

Contract Type

Permanent

Hours

37 hours per week

Location

Hybrid

About The Role

We are looking to appoint a Senior Housing Hub Officer as part of our Housing Management Service. You will play a key role in delivering excellent customer service, providing specialist housing advice and supporting customers to access housing services through a variety of channels. As a senior member of the team, you will take ownership of more complex tenancy enquiries, support colleagues with advice and guidance, and help drive service quality and continuous improvement.

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

People we are looking for

• Have experience of dealing with customer enquiries and managing casework in a housing or customer service environment.
• Are passionate about delivering excellent customer service and improving customer outcomes.
• Can confidently make decisions and provide advice on tenancy-related matters.
• Have experience of supporting, mentoring or coaching colleagues.
• Can communicate effectively with a wide range of customers and stakeholders.
• Are comfortable using digital systems and promoting online services.
• Can remain calm and professional when dealing with complex or sensitive situations.

Essential Requirements

• 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.
• Good IT skills and confidence in using digital technology and customer contact systems

Closing date

23rd October 2026

#WeAreSandwell