Portfolio Officer

As a Portfolio Officer, you will play a key role in delivering high-quality housing management services across a designated portfolio of supported housing properties. Acting as the primary relationship manager for a range of stakeholders, including managing agents, support providers, local authorities, and commissioners, you will ensure services are delivered effectively, contracts are managed successfully, and customers receive excellent outcomes.

You will be responsible for overseeing tenancy and property performance, including allocations, lettings, income management, tenancy sustainment, and void reduction. Working collaboratively with internal teams and external partners, you will identify opportunities to improve service delivery, maximise income, and ensure homes are well managed and compliant.

The role requires strong relationship management skills, with the ability to build and maintain productive partnerships while advocating for customers and resolving issues proactively. You will work closely with customers to understand their needs, provide housing advice and support, promote tenancy sustainability, and ensure services are responsive and customer-focused.

Key responsibilities:

• Manage a portfolio of supported housing properties, ensuring excellent housing management standards are maintained.
• Develop and maintain effective relationships with managing agents, support providers, local authorities, commissioners, and other key stakeholders.
• Oversee allocations, lettings, tenancy sign-ups, and tenancy sustainment activities.
• Monitor and improve portfolio performance, including occupancy levels, rent collection, arrears prevention, and void management.
• Work collaboratively with colleagues to identify and address risks, service issues, and opportunities for improvement.
• Investigate and coordinate responses to low-level anti-social behaviour, neighbourhood concerns, and tenancy-related issues, escalating where appropriate.
• Provide clear, accurate housing advice and signposting to customers and stakeholders.
• Use customer insight and performance data to drive service improvements and positive customer outcomes.
• Champion customer voice and ensure customers receive a high-quality, responsive service.

what we are looking for:

• Experience in housing management, supported housing, property management, or a similar customer-focused environment.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to manage a varied workload across multiple locations.
• Ability to work independently, make sound decisions, and solve problems proactively.
• Experience working with external partners and stakeholders.
• Good understanding of tenancy management, income collection, safeguarding, and customer service principles.
• A commitment to delivering excellent outcomes for customers and communities.

This role is ideal for someone who enjoys building relationships, driving performance, and making a positive difference to customers' lives through effective housing management and partnership working.

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