Housing Officer – Customer Relations Manager (CRM)
Are you passionate about making a real difference in people’s lives? We are looking for a Housing Officer to join our dynamic housing organization, where you are empowered to shape your own patch and bring ideas to life.
Background to Post
We are looking for someone who genuinely cares about people and communities and has a passion for supporting others, solving problems and delivering excellent customer service. The successful candidate will bring a minimum of 2 years’ experience in a similar role in the housing sector, possess a full UK driving licence, and have their own vehicle as 80% of the week will be spent out on our estates completing home visits. A Standard DBS check is required.
Responsibilities
* Provide comprehensive housing management services within a defined geographical area of approximately 255 units.
* Manage rent and service charge payments, including arrears.
* Manage voids and lettings to achieve high void turnaround.
* Handle tenancy management including nuisance and anti-social behaviour.
* Resolve queries and complaints from residents in a timely and responsive manner.
* Offer advice and support to residents to help sustain their tenancy.
* Promote and support resident engagement activities.
* Develop neighbourhood plans and build local partnerships.
* Meet with all residents in the area at least twice per year, including shared ownership customers.
* Market homes within the area, ensuring a waiting list is maintained for all properties.
* Assist residents to meet obligations to pay rents and service charges on time.
* Resolve resident queries about repairs and maintenance, ensuring contractors meet residents’ needs and contractual responsibilities.
Skills and Experience Required
* Housing experience with tenants and social housing.
* Knowledge of best practice in estate management, income management or tenant support.
* Knowledge of housing law and awareness of current housing issues.
* Seeks ways to improve the way work is done.
* Communicates effectively, listens sensitively, adapts to audience and fosters effective communication with others.
* Customer services or housing qualification required.
* Subject to an enhanced DBS disclosure check and a six‑month probation period.
Why Join Us?
* 28 days annual leave per year (pro‑rated), plus bank holiday entitlements.
* Hybrid working opportunities.
* Staff recognition scheme.
* 100% annual attendance reward.
* Annual pay review.
* Employee Assistance Programme – confidential support in health, wellbeing, financial and legal matters.
* Life assurance.
* Broad learning and development programme.
* Attractive contributory pension scheme.
About Us
Black Country Housing Group manages over 2,200 homes across the Black Country and Birmingham, and a purpose‑built Residential Care Home. Since our founding in 1974 we have expanded our property portfolio and services, positively impacting the lives of thousands of customers each year. We are a Disability Confident Employer and promote equal opportunities for all backgrounds, including those of different ages, disabilities, gender, sexual orientation, race, religion, and marital status. Reasonable adjustments are available during the interview process.
How to Apply and Next Steps
To apply, please complete the application form and upload your CV. The closing date is 7th November 2025. Interview dates will commence the week of 17th November 2025. We reserve the right to close the advert earlier if we receive a high volume of applications.
Questions about this vacancy or reasonable adjustments for your application should be directed to the HR team at HR.BusinessSupport@bchg.co.uk. Please note that no direct approaches are accepted from agencies – only applications via our applicant tracking system will be considered.
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