Housing Assistant

We are recruiting for a Housing Assistant to join the organisation on a 12-month fixed term contract.

Working closely with the Housing Officers and wider housing team, you will provide day-to-day administrative and customer-focused support across a range of housing management activities.

This is an excellent opportunity for someone with customer service experience within a social housing or housing environment who is looking to develop their career within housing.

The role will involve acting as an important first point of contact for tenants, responding to queries and requests, maintaining accurate records and assisting Housing Officers with their caseloads and wider tenancy management responsibilities.

You will have regular contact with tenants by telephone, email and other channels, helping to resolve queries where possible and ensuring more complex issues are appropriately referred to the relevant Housing Officer or internal team.

The role will also provide exposure to a broad range of housing management activity, including tenancy management, lettings, property visits, tenancy sustainment and neighbourhood issues.

Key Responsibilities of a Housing Assistant:

• Act as a key point of contact for tenants, responding to telephone, email and other housing-related enquiries.
• Provide a professional, helpful and customer-focused service to tenants.
• Assist Housing Officers with the day-to-day management of their tenancy caseloads.
• Support Housing Officers with tenancy management, tenancy sustainment and neighbourhood issues.
• Record and update tenant and tenancy information accurately on housing management systems.
• Assist with correspondence, casework, appointments and general housing administration.
• Support the management of tenancy breaches, ASB reports and other tenancy-related issues, escalating matters where appropriate.
• Assist with lettings, allocations, tenancy sign-ups and tenant moves.
• Liaise with repairs, income, housing and other internal teams to help resolve tenant queries.
• Follow up outstanding actions and ensure tenants receive appropriate updates.
• Assist Housing Officers with property and tenancy visits where required.
• Help maintain accurate case management information and records.
• Support the wider housing team with the delivery of new-build and vacant-property programmes.
• Manage competing priorities effectively and contribute to a responsive housing service.
• Work collaboratively with colleagues while also taking ownership of allocated tasks.

About You:

We are looking for someone who is customer-focused, organised and confident dealing with tenants , with previous experience in a social housing or housing-related environment.

You will ideally have:

• Previous customer service experience within social housing, housing association or local authority housing.
• Experience dealing directly with customers or tenants by telephone, email or face-to-face.
• An understanding of housing services and the needs of social housing tenants.
• Experience providing administrative or casework support.
• Good communication and relationship-building skills.
• Confidence dealing with a range of tenant enquiries, including potentially challenging or sensitive situations.
• Good organisational skills and the ability to manage competing priorities.
• Strong attention to detail and accurate record-keeping skills.
• The ability to work effectively as part of a wider housing team.
• A proactive and positive approach to supporting colleagues and tenants.
• Good IT skills and confidence using housing management or case management systems.
• A willingness to learn and develop knowledge of tenancy management, housing policies and procedures.

Previous experience working alongside Housing Officers or supporting a tenancy management team would be highly desirable.

What's on Offer?

• Salary around £27,000 per annum
• 12-month fixed term contract
• Hybrid and flexible working
• 30 days' annual leave
• Additional Christmas leave
• Healthcare plan
• Competitive pension scheme
• Opportunity to gain valuable experience within a developing housing service
• Exposure to generic tenancy management, lettings, voids and tenancy sustainment
• Supportive role working closely with experienced Housing Officers
• Opportunity to develop your career within the social housing sector
• Community-based housing service across Swansea and surrounding areas

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