Customer and Communities Advisor (Housing)

Customer and Communities Advisor (Housing)

Customer and Communities Advisor (Housing)

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Head of Communications & Engagement / PR Manager / Marketing/ Placemaking/ Community Engagement /Festival Director/ Events Manager/Facilities Manager…

People person? Problem solver? Community champion? we’ve got the perfect role for you.

We’re looking for Customer & Communities Advisors (housing) who love face-to-face work and genuinely want to make a difference in people’s lives and communities. This is more than a job it’s a chance to be part of a team that puts people first.

So, If you love meeting new people, helping to resolve housing and tenancy issues and building strong and positive relations in the community, and you bring curiosity and compassion to every conversation, we’d love to talk.

What you’ll be doing:

• Support Tenancies – Deliver customer-focused services that help tenants sustain their homes through person-centred, long-term solutions.
• Property Management – Conduct viewings, sign-ups, and tenancy inspections, ensuring accurate records and setting tenants up for success.
• Resolve Breaches – Investigate tenancy breaches, manage risks, and work across teams to ensure appropriate action and access.
• Safeguarding – Apply safeguarding principles to protect vulnerable individuals, taking a proactive, person-centred approach.
• Health & Safety – Ensure communal areas and properties meet safety standards, including fire safety and regular inspections.
• Tailored Support – Develop and review support plans that reflect customers’ needs, goals, and changing circumstances.
• Benefits Advice – Provide accurate Housing and Welfare Benefits guidance to maximise financial wellbeing.
• Agency Collaboration – Work with statutory and partner agencies to meet support needs and protect at-risk individuals.
• Community Engagement – Contribute to sustainable communities through local knowledge, joint projects, and events.
• Customer Empowerment – Help customers access information and services that support independent and confident living.

People person? Problem solver? Community champion? we’ve got the perfect role for you.

We’re looking for Customer & Communities Advisors (housing) who love face-to-face work and genuinely want to make a difference in people’s lives and communities. This is more than a job it’s a chance to be part of a team that puts people first.

So, If you love meeting new people, helping to resolve housing and tenancy issues and building strong and positive relations in the community, and you bring curiosity and compassion to every conversation, we’d love to talk.

What you’ll be doing:

• Support Tenancies – Deliver customer-focused services that help tenants sustain their homes through person-centred, long-term solutions.
• Property Management – Conduct viewings, sign-ups, and tenancy inspections, ensuring accurate records and setting tenants up for success.
• Resolve Breaches – Investigate tenancy breaches, manage risks, and work across teams to ensure appropriate action and access.
• Safeguarding – Apply safeguarding principles to protect vulnerable individuals, taking a proactive, person-centred approach.
• Health & Safety – Ensure communal areas and properties meet safety standards, including fire safety and regular inspections.
• Tailored Support – Develop and review support plans that reflect customers’ needs, goals, and changing circumstances.
• Benefits Advice – Provide accurate Housing and Welfare Benefits guidance to maximise financial wellbeing.
• Agency Collaboration – Work with statutory and partner agencies to meet support needs and protect at-risk individuals.
• Community Engagement – Contribute to sustainable communities through local knowledge, joint projects, and events.
• Customer Empowerment – Help customers access information and services that support independent and confident living.

Knowledge & Experience

What we’re looking for:

Essential criteria:

• Customer Service – Proven experience in a customer-facing role working with people in their own homes
• Complex Needs – Experience working with a wide range of customers, including those with complex needs, in challenging or confrontational situations.
• Communication– Strong verbal and written communication skills, with the ability to engage confidently with a wide range of people.
• Policy Implementation – Ability to interpret and apply detailed policies and procedures effectively.
• Problem Solving – Strong analytical and problem-solving skills to assess situations and identify appropriate solutions.
• Attention to Detail – High level of accuracy in record-keeping and case management.
• Organisation & Diplomacy – Excellent organisational skills, with the tact and diplomacy needed to manage sensitive situations.

Desirable criteria:

• Knowledge & Experience – Experience in tenancy management, understanding of safeguarding, domestic abuse best practices, welfare benefits, and basic housing legislation (particularly around tenancy enforcement and County Court proceedings), would be advantageous.

Benefits

What’s in it for you?

At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:

• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
• Charitable Leave: One day per year to volunteer for a cause you care about.
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
• Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!
• Pension Scheme: A company contributory pension scheme with generous employer contributions

Diversity & Inclusion:

Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best.

As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.

Applications only via Customer and Communities Advisor – £34,404 | Freebridge Community Housing Careers | Freebridge Community Housing

Seniority level

• Seniority level
• Entry level

Employment type

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• Full-time

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• Non-profit Organization Management

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