WMJobs
Housing Hub Officer
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Title: Housing Hub Officer
Salary
Band D, SCP 9-17 (£28,153 - £32,046 per annum)
Contract Type
6 month - Fixed Term Contract
Hours
Monday to Friday, 37 hours per week
Location
Sandwell Council House, Freeth St, Oldbury B69 3DE
We are looking for a customer-focused and motivated Housing Hub Officer to join our Housing Management Service.
This is an excellent opportunity for someone with strong customer service experience and a passion for helping people. You will play a key role in providing housing advice, resolving tenancy enquiries and supporting customers to access services through a range of channels, including digital platforms.
You will be part of a dedicated team, helping customers navigate housing services while delivering high standards of customer care, accuracy, and service excellence.
The Opportunity
- You will provide excellent customer service across multiple contact channels, including telephone, face-to-face, digital, and social media.
- You will manage and resolve customer tenancy enquiries, ensuring customers receive timely and appropriate advice and support.
- You will support customers to access services independently through digital channels wherever possible.
- You will make routine housing management decisions in line with policies and procedures.
- You will work closely with tenancy teams to ensure complex or sensitive cases are referred appropriately.
- You will contribute to improving customer experiences and promoting the Council's housing services.
You Will
- Take ownership of customer enquiries and provide accurate advice, information, and guidance to achieve positive outcomes.
- Resolve enquiries at the first point of contact and accurately record customer interactions.
- Make timely, evidence-based decisions on routine tenancy matters in accordance with housing policies and procedures.
- Collect and present evidence to support decision-making where escalation is required.
- Support elected members making enquiries on behalf of residents and vulnerable customers.
- Signpost customers to appropriate Council services, statutory agencies, and community organisations.
- Support colleagues through mentoring, knowledge sharing, and on-the-job guidance where appropriate.
- Maintain accurate customer records and handle information appropriately and confidentially.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What We're Looking For
- At least 12 months' experience of delivering services directly to customers, stakeholders, elected members, or partner organisations, either face-to-face or over the telephone.
- Experience of working in a busy, high-volume environment while managing competing priorities.
- Experience of working as part of a team to achieve individual and service objectives.
- Numeracy and Literacy Level 2 qualification or equivalent.
- Excellent communication skills, both written and verbal.
- Strong customer service skills with the ability to remain calm and professional in challenging situations.
- Experience of using Microsoft Office and other ICT systems confidently.
- Knowledge of digital communication channels, including web-based services and social media platforms.
- Excellent problem-solving skills and the ability to make informed decisions using a range of information sources.
- Ability to build positive relationships with customers, colleagues, and partner organisations.
- Commitment to Sandwell's One Team values and behaviours, including being Customer Focused, Inclusive, Ambitious, and Accountable.
- Willingness to work from different locations across the borough as required by service demand.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Why Sandwell Council?
At Sandwell Council, our work has a real impact. We are proud to be a values-led organisation that supports its employees with excellent benefits, a competitive remuneration package, and a strong focus on learning and development. By joining us, you'll play a key role in helping residents access the housing services and support they need whilst contributing to thriving communities across the borough.
To find out more, please visit our careers page: We Are Sandwell
Please submit a CV and supporting statement to Sheona Grey at sheona_grey@sandwell.gov.uk.
We reserve the right to close this vacancy early should a high number of applications be received. Applicants are therefore strongly encouraged to apply as soon as possible.
If you are an internal candidate and currently at risk, please let the recruiting manager know.
We place equality, diversity, and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds, and identities. This diversity makes us a stronger and more effective council.
We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly, and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported, and able to contribute fully is central to our culture and the way we work.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location