Customer Relations Officer
Contract: Permanent, Full time, 35 hours per week
Location: Hybrid - Home working and office based (Rowley Regis)
Salary: £26,353.60 annum
An exciting opportunity has arisen to join Black Country Housing Group (BCHG) as a Customer Relations Officer. This role is a fast paced one, supporting the Customer Relationship Managers in the delivery of their duties, assisting with front line enquiries: repairs, lettings, tenancy and income management and striving to achieve a seamless customer service to ensure that residents are happy and would recommend BCHG to others.
Key Responsibilities:
Duties of the role will include but are not limited to:
To act as the first point of contact for customers and resolve customer enquiries.
To update customer profiles and contact detail on housing system.
To manage the Direct Debit (DD) process.
To assist in the annual rent review process and ensure letters are sent accurately.
To work with CRMs to maintain and review direct waiting lists.
To process transfers and mutual exchanges in line with written procedures.
To market properties and generate interest.
Knowledge and Experience:
Proven experience in a customer service/ administration role.
Experience of providing information and guidance to members of the public.
High level of confidence in dealing with telephone calls and difficult conversations.
Experience of resolving problems with empathy and using a degree of negotiation skills.
Some knowledge of tenancy and housing law.
Good computer and literacy skills and knowledge of working a housing system.
Skills:
Ability to communicate well with a variety of people.
Numerical, literacy and analytical skills to deal with a range of housing queries.
Good organisational skills and the ability to multi-task and prioritise.
Strong customer service skills, with an ability to deal with challenging customers.
The ability to actively contribute ideas and suggestions that improve the quality of
service.
Why Join Us?
At BCHG, we’re more than just a housing provider. We are a team that cares deeply about the people we serve and the colleagues we work with.
28 Days Annual leave per year (pro rata), plus bank holiday entitlements – so you can have a well-earned rest
Hybrid Working Opportunities - helping you to work in the most effective way for you
Staff recognition scheme – because hard work doesn’t go unnoticed
100% Annual Attendance Reward – to reward you for being there for our customers
Annual Pay Review – ensuring your pay reflects what’s happening in the market
Access to an Employee Assistance Programme which provides free, confidential support in health, wellbeing, financial and legal matters – because sometimes, we all need a helping hand
Life assurance – In case the worst should happen
A broad learning and development programme – to help you be the best that you can be
Access to an attractive contributory pension scheme – giving you peace of mind about life after work.
About us:
With over 2,200 homes across the Black Country and Birmingham, as well as a purpose-built Residential Care Home, we are deeply committed to supporting our local communities. Through our career development, training, and employment services, we help individuals achieve their aspirations.
Since our founding in 1974, we’ve significantly expanded both the number of homes we manage and the range of housing-related services we provide. Each year, we positively impact the lives of thousands of customers.
At Black Country Housing Group, our values are more than just words—they shape the way we operate and how our colleagues interact daily. We’re dedicated to the growth and well-being of our team, earning Gold recognition from Investors in People. We are also honoured to have received the Gold Award from the Armed Forces Covenant for our ongoing support of veterans and their families.
As a Disability Confident Employer, we continuously strive to create a more inclusive workplace. We are proud to promote equal opportunities and welcome applications from all backgrounds, including those of different ages, disabilities, genders, sexual orientations, races, religions, and marital statuses. Reasonable adjustments will be made available if required during the interview process.
If this sounds like the right fit for you, we encourage you to join our friendly and dedicated team at BCHG!
How to Apply
Please complete the application form and upload your CV.
Closing Date: 24th August 2025