Midland Heart
Housing Advice Officer (Contact-Centre Based)
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Housing Advice Officer (Contact-Centre Based)
Housing Advice Officer – Full-Time (Customer Hub Role)
Are you looking for an alternative to fieldwork while still maintaining frontline customer contact? Join us as a Housing Advice Officer in our customer hub—a fantastic opportunity to use your expertise in tenancy and housing management, particularly in areas like antisocial behaviour (ASB) and safeguarding.
About the Role
As a Housing Officer, you’ll deliver a telephony-based advisory service to our tenants, addressing complex issues related to:
- Housing matters
- Antisocial behaviour
- Estate-related concerns
Your role will involve:
- Identifying core issues quickly and efficiently
- Resolving queries independently as much as possible
- Collaborating with teams across the organisation where required
This office-based position (35 hours/week, Monday to Friday) operates on variable shifts:
- 08:00–16:00
- 09:00–17:00
- 10:00–18:00
Candidates must be *flexible in their shift availability.
Key Responsibilities
- Provide support to tenants via phone with complex housing queries, including ASB and safeguarding concerns
- Analyse issues objectively to determine the best course of action
- Work collaboratively with internal teams to resolve problems efficiently
- Maintain professionalism when dealing with emotive, sometimes challenging customer interactions
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The role requires resilience and the ability to bounce back from difficult situations.
Ideal Candidate
We’re looking for candidates with:
- Experience in housing management (especially in ASB, safeguarding, and tenancy matters)
- Customer-facing experience—preferably working with diverse socio-economic groups
- Telephone handling skills in a high-pressure, volume-driven contact centre environment
- Ability to problem-solve under pressure, remaining confident and calm
- Progress towards or completion of a Level 3 Housing qualification is advantageous
Application & Notes
A cover letter must be submitted with your application—this is essential for consideration.
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Assessments are provisionally scheduled for:
- 10th July
- 17th July
What’s on Offer?
We provide a comprehensive benefits package, including: ✅ Medicash – healthcare benefits ✅ 8% matched pension contributions ✅ Discount portfolio via our Brilliant Benefits portal ✅ Flexible working hours within the required shifts
About Midland Heart
We’re a large, ambitious housing organisation dedicated to making affordable housing a reality for more people. Whether you’re looking to build your career with us or use experience to progress, we support your growth at every stage.
We celebrate diversity, inclusivity, and skill progression, ensuring a supportive, rewarding workplace where people can thrive.
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