Support Hub Officer

Haig Housing Trust; City of Westminster; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension

Private medical insurance

Holiday allowance

Life insurance

Professional development

Job summary

Haig Housing Trust is seeking a dedicated Support Hub Officer to be the first point of contact for tenants reporting repairs and maintenance issues. You will log requests, raise work orders, monitor progress and keep tenants informed, while coordinating with contractors and internal teams to deliver high-quality repairs.

The role emphasises strong communication, organisational and problem‑solving skills and involves supporting invoice processing and handling tenant enquiries, contributing to a

Responsibilities

• Log repair requests and raise work orders.
• Monitor progress and keep tenants informed throughout the process.
• Coordinate repairs with contractors and internal teams.
• Support invoice processing and correspondence handling.
• Respond to tenant enquiries and complaints with a professional, customer-focused approach.
• Maintain accurate records and ensure compliance with health and safety requirements.

Job description

Help us support Veterans and make a difference!

About us

Haig Housing is a long-established charity based in London with a presence across the UK. We are the largest veterans housing charity, providing houses for over 1500 veterans and their families. We put people at the centre of everything we do - our beneficiaries and staff. All our employees can expect to experience a professional and friendly working environment where we deliver for those who need us. We will celebrate our centenary in 2028 and intend to develop our estate for the next 100 years to provide for the veterans of the future.

About the role

The Support Hub Officer is the first point of contact for tenants reporting repairs and maintenance issues, providing a professional, responsive and customer-focused service. The role is responsible for logging repair requests, raising work orders, monitoring progress and ensuring repairs are completed efficiently while keeping tenants informed throughout the process.

Working closely with contractors and internal teams, the postholder helps coordinate repairs, maintain accurate records, monitor performance and ensure compliance with health and safety and building safety requirements. The Support Hub Officer also support invoice processing, manage correspondence and help resolve customer enquiries and complaints.

The role requires strong communication, organisational and problem-solving skills, with a focus on delivering excellent customer service. The Support Hub Officer contributes to continuous improvement, works collaboratively with colleagues and stakeholders, and plays a key role in ensuring tenants receive high-quality repairs and maintenance services in line with the organisation's values.

What we offer

• In addition to a competitive salary we provide a generous package that includes an excellent company pension, optional private medical insurance, good holiday allowance, life insurance and ongoing training and professional development.