Job Description
We have an exciting opportunity for a Housing Services Advisor
EVH Grade 4 PA9: PA12 24,764 to 29,124 (from 1 April 2026: 25,755 to £30,610) Permanent to join our team.
Rural Stirling Housing Association is an ambitious, forward-thinking organisation, committed to providing quality, affordable homes to tenants throughout the north and west rural Stirling Council area, stretching from Tyndrum in the north to Strathblane and Killearn in the west and Doune in the south. A large part of our area of operation falls within the boundary of Loch Lomond & the Trossachs National Park and includes some of the most beautiful areas of Scotland.
Our vision is strong and attractive rural communities. Our vision highlights the geographical area in which we operate: we do not serve one local community, but many communities spread throughout a large rural area. Our mission is to provide affordable, high- quality housing and support community aspirations. We have ambitious plans for growth which will deliver 40 new homes over the next two years bringing much needed investment in new homes to our rural communities.
We offer a generous benefits package, including a Group Pension Scheme and Flexible and Hybrid Working. This is an exciting time to be joining our organisation. Ideal candidates will be able to demonstrate experience in similar roles or have transferrable skills that match the Job Profile and Person Specifications. Above all you will share our vision and values and be passionate about protecting and investing in our existing homes, building new affordable homes to grow and help sustain our communities and putting the customer at the heart of everything that we do.
Job Profile
Job Summary
The primary focus of the role will be to deliver exceptional front line housing services to customers, staff and stakeholders as part of the Housing & Property Services team. You will be instinctively customer focussed and have a “find a solution” attitude to ensure a positive customer experience. You will be empowered to deliver a “right first time” service for our customers, achieving creative solutions and outcomes. You will deliver excellent administrative support for colleagues to ensure the delivery of a first-class housing management service. You will directly contribute and have a key frontline role in ensuring the housing service is of the highest quality and enhance the experience for the Association’s customers. You will have a passion for ensuring a task is done right first time and deliver excellent administrative support to the Housing Services Manager and other colleagues within your team.
Our Organisational Competencies
• Delighting our customers
• Achieving excellence
• Communicating effectively
• Using professional judgement
• Taking personal pride
• A sense of humour and proportionality
We want our Housing Services Adviser to be able to demonstrate the following behaviours and competencies:
• Put customers at the heart of everything we do.
• Show a willingness to participate and contribute effectively to the wider staff team
• Share appropriate information openly and encourage two-way dialogue
• Demonstrate a high level of integrity and confidentiality
• Show perseverance in resolving problems
• Remove the barriers that get in the way of delivering excellent customer service • Create an environment of trust
• Use professional judgement to find creative solutions for customers and staff
• Good listener
• Excellent communication and interpersonal skills
• Self-aware and self-motivated to realise your full potential
• Inspire others to achieve their full potential
• Excellent time management skills
• Computer literate, with knowledge of PC based office management systems
• Ability to take responsibility for own learning and continuous improvement
• Ability to represent Rural Stirling Group (RSG) in a positive, professional and effective manner
• Take responsibility for achieving excellent performance results
Experience
Our Housing Services Adviser must demonstrate the behaviours and competencies identified below:
Essential
• Experience of succeeding in a role with a wide range of tasks and responsibilities.
• Experience of working in a customer focused environment.
• Excellent customer care and communication skills; demonstrable enthusiasm and commitment to work with. customers, in writing, face to face and on the telephone.
• Excellent interpersonal skills to deal with a range of customers, partners, contractors, colleagues and Board members.
• Excellent ICT skills, including use of Microsoft Office & EXCEL applications, ability to prepare emails, letters, and present data in a readable format. • Previous experience of putting the customer first.
• Able to organise own workload to meet deadlines but also able to ask for support when necessary.
• Ability to maintain confidentiality when handling personal and sensitive information.
Desirable
• Experience of actively working to support staff and deliver first class services. • Experience of team working in a busy office environment and/or administration services.
• Experience of complaints handling.
• Previous relevant experience in a customer-focused environment working as part of a larger team.
• An understanding of the role of Registered Social Landlords and the social housing sector.
• Previous experience of working in a Housing or Maintenance environment.
• Previous knowledge of SDM Housing management software.
• High standards of literacy, with fastidious attention to detail.
• Ability to understand procedures and policies and the ability to communicate these confidently with others.
• Ability to exercise good judgement based on information from a range of sources.
• An awareness of the Health and Safety requirements in a repairs and maintenance environment. Qualifications
• Educated to Higher Grade or equivalent
Other
• Occasional evening and weekend work may be a requirement of the post.
• Driving licence and access to own car
Job Outputs
Customer Services
• Provide first class front of house and reception duties.
• Processing all incoming and outgoing mail and management of the email
enquiries inbox.
• Answering telephone calls and dealing effectively with customer general
enquiries and requests for service.
• Provide customer service at all times to ensure that targets are met in a
manner that pleases customers.
• Handling, recording and dealing with front line customer complaints, and
redirecting more complex complaints to the relevant staff members and
monitoring responses to meet target timescales.
• Promote and foster a professional, ethical, friendly and efficient team culture
and working environment.
• Consistently maintain a high level of confidentiality and discretion with all
information relating to the business.
Housing and Property Services
• Provide first class administrative support to the Housing Services Team to
ensure the ongoing provision of the Association’s housing service.
• Maintain and monitor robust systems of information relating to housing
applicants, processing of housing applications and initial assessment of
housing need, administering suspensions, cancellations and annual reviews.
• General administration e.g. filing, word processing and excel data input.
• Support the Housing Officers and Housing Manager in meetings (e.g. minute
taking) and contribute to written reports as required.
• Take feedback from customers, identify and contribute to service
improvements in the Housing Services team and across the organisation.
• Provide support to Housing Services colleagues when the association is
communicating with tenants over all forms of tenant satisfaction or tenancy
related matters, including the gathering and presentation of tenant
satisfaction surveys.
• Dealing with complaints in accordance with our Complaints Handling
Process.
• Assist Housing Services Manager with the compilation of applicant/tenant
related data as required.
• Provide backup cover/support to the Property Services Assistant during busy
periods and planned annual leave etc. This will mainly involve logging,
diagnosis and instruction of works orders for repairs as required to ensure
delivery of a timely & efficient repairs service.
Equality and Diversity
• Observe and promote the Association’s Equality, Diversity and Human Rights Strategy.
• Comply with the RSG Equality & Diversity policy and relevant legislation.
Risk
• Take a proactive approach to risk and contribute to the identification,
mitigation and control of risks that you have responsibility for.
Health and Safety
• Encourage a culture of health and safety across the organisation by
identifying and reporting issues or concerns.
• Comply with the RSG Health and Safety policy and relevant legislation.
Health & Safety Role Specific Training Requirements as identified in the RSG Training Needs Analysis (TNA)
• Health & safety basics for office-based staff (Mandatory)
• DSE Awareness Assessment (Mandatory)
• Fire Safety Awareness (Mandatory)
• IOSH Working Safely for Housing Staff (Essential)
• Asbestos Awareness (Essential)
• Business Continuity and Emergency Scenario Testing (Essential)
• Condensation Damp and Mould Awareness (Essential)
The requirement for other role specific Health and Safety training identified as
Desirable and Optional to be assessed in consultation with line manager.
Other
• Promote and foster a strong, ethical, friendly and efficient team culture and
working environment.
• Act ethically and with integrity, taking account of the employee code of
conduct.
• Consistently maintain a high level of confidentiality and discretion with all
information relating to the business.
• Such other relevant duties as may be determined from time to time.
Interdependencies
• RSG Board/Committee
• Chief Executive Officer/Executive Team
• Senior Management Team
• Housing Services Manager
• Colleagues
• Tenants and other customers
• Partner agencies
• Contractors, Consultants and Suppliers
Please note that all posts are subject to a satisfactory Basic Disclosure Check from Disclosure Scotland.
If you feel that you have the skills and experience required and would like to join a well-established organisation that values and puts our people first, we would like to hear from you.
Equalities & Diversity Statement
We will not directly or indirectly discriminate against any person or group of people because of their race, religion or belief, gender, disability, age, sexual orientation, or any other grounds. Our commitment to equality and fairness will apply irrespective of factors such as age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, sexual orientation, or other personal attributes.
Key Dates
• Closing date for receipt of applications is 9am on 30th March 2026
• Interviews for the post will take place on 9th April 2026
All applicants will be required to complete an application form our website to standardise the shortlisting and interview process. Please note that CVs will not be accepted.
STRICTLY NO AGENCIES PLEASE.