Housing Solution & Support Assistant

Birmingham City Council are looking for organised and customer-focused individuals to join the Housing Solutions and Support Service as Assistants. This is an important support role where you will help deliver effective homelessness services, ensuring customers are directed to the right support at the right time. You will play a key role in supporting frontline casework teams by providing efficient administrative and customer service support. You will be often the first point of contact for customers and partners, helping to ensure a responsive, professional and customer-focused service. This role sits within a key frontline function in the service: Supported Housing

• In Supported Housing, you will contribute to the oversight and development of commissioned services, ensuring effective delivery, performance monitoring and improved outcomes for residents with complex needs.
This is a fast-paced and rewarding environment where your work will contribute to improving outcomes for some of the city's most vulnerable residents. What you will be doing In this support role, you will:
• Provide administrative and customer service support to the Housing Solutions and Support Service
• Monitor and manage shared mailboxes, web enquiries, and referrals into the service
• Respond to customer enquiries via telephone, email, and face-to-face in a professional and helpful manner
• Support customers to complete forms, including housing applications and related documentation
• Maintain accurate records and update IT systems, databases, and spreadsheets
• Manage appointment booking systems and support service coordination
• Raise finance requests and support service managers with administrative tasks
• Assist with the preparation of documentation, including case files and review paperwork
• Work across multiple IT systems to input, manage, and retrieve information effectively
• Signpost customers to appropriate teams and external services based on their needs
• Work collaboratively with internal teams and partner organisations to support service delivery
  
  We are looking for organised and adaptable individuals who can work effectively in a busy and demanding environment.
You will bring:
• Strong communication skills, both verbal and written
• Excellent organisational skills, with the ability to manage multiple competing priorities
• A high level of accuracy and attention to detail
• Confidence in using IT systems, databases, and Microsoft Office applications
• Experience in an administrative or customer service role (ideally within a housing or public service setting)
• The ability to handle sensitive information with professionalism and confidentiality
• A proactive and flexible approach to work, with the ability to adapt to changing demands
• Strong customer service skills, with a commitment to supporting residents effectively
• The ability to work collaboratively as part of a team and build positive working relationships
• An interest in housing and homelessness services, with a willingness to learn and develop
This role is hybrid, with working arrangements based on service needs and requiring attendance at face-to-face meetings.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. For any informal enquires please contact the Resourcing Team A Disclosure and Barring Service (DBS) check will be undertaken. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed., Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:
• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.
We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.