Housing Hub Officer

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.
• Seek to 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.
• Promote digital services and assist customers to use online channels confidently and independently.
• Respond to social media enquiries and complaints in line with Council protocols and service standards.
• Deliver services through housing receptions, surgeries and other customer-facing environments.
• Support colleagues through mentoring, knowledge sharing and on-the-job guidance where appropriate.
• Maintain accurate customer records and handle information appropriately and confidentially.
• Champion the Council's commitment to Equality, Diversity and Inclusion.
  
  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.
  
  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.