Professional Support Assistant, Improvement and Support City Housing

We're looking for a highly organised and customer-focused Professional Support Assistant to provide professional administrative and customer support to Birmingham City Council's Local Housing Teams. You'll act as a first point of contact for tenants, third parties and professionals, responding to enquiries received by telephone, online, email and letter. You'll use your communication and problem-solving skills to resolve enquiries at the first point of contact wherever possible, ensuring customers receive clear, accurate and timely information. You'll also provide business-critical administrative support to the Local Housing Teams, maintaining accurate records, monitoring key processes and performance information, and working collaboratively with colleagues to ensure an efficient and responsive housing service. What you'll be doing

• Provide a professional first point of contact for tenants, customers, third parties and professionals, responding to enquiries received by telephone, online, email and letter.
• Respond to customer enquiries, comments, complaints and compliments in a polite, helpful and professional manner, in line with Council customer service standards, policies and procedures.
• Identify and resolve enquiries at the first point of contact wherever possible, providing clear and accurate information through appropriate communication channels to reduce further demand.
• Escalate enquiries that cannot be resolved directly through agreed procedures, ensuring they are appropriately recorded, progressed and responded to.
• Provide business-critical administrative support to Local Housing Teams, including monitoring quadrant inboxes, processing garage applications, supporting the Your Views process and maintaining key performance information.
• Maintain accurate case management and administrative records, ensuring information is recorded appropriately and all tasks are completed using current processes and procedures.
• Work collaboratively with colleagues and other Council teams to deliver a high-quality customer experience, promote appropriate digital services and contribute to continuous service improvement.
  
  Experience of providing effective customer service and administrative support within a busy, customer-focused environment.
• Excellent verbal and written communication skills, with the ability to communicate professionally and clearly with tenants, colleagues, professionals and other stakeholders.
• Strong organisational and administrative skills, with the ability to manage competing priorities, maintain accurate records and meet deadlines.
• The ability to investigate and resolve customer enquiries at the first point of contact, using sound judgement to identify when matters require escalation.
• Good IT skills, with experience of using case management systems, databases, email and other digital platforms to accurately record and manage information.
• The ability to build positive working relationships and work collaboratively with colleagues and other teams to achieve effective outcomes for customers.
• A commitment to delivering professional, inclusive and customer-focused services, with the willingness to undertake training, adapt to changing priorities and work flexibly to meet the needs of the service.
  
  Birmingham City Council is one of the largest local authorities in Europe, giving you the opportunity to work at significant scale and make a tangible difference to housing services across the city.
• This newly created role provides an opportunity to shape how service charges are managed, strengthen transparency for residents and improve the systems and processes supporting the service. You'll work across City Housing and the wider Council, combining your technical expertise with leadership and service improvement to help deliver an accurate, compliant and customer-focused service.
• You'll join an organisation committed to equality, inclusion and providing high-quality services to Birmingham's residents.
Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached 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., 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.