Operations Support Officer in Bournemouth

Starting salary for this role is £28,598 (pro rata for part-time colleagues). This role sits within a well-defined pay band, offering clear progression as you grow your career at BCP. All new starters begin at the entry point of the band, ensuring fairness and consistency across the organisation. Be part of a forward-thinking workplace where you’re supported to grow and you can truly #BeTheDifference at BCP.

Job Overview

The Operations Support Officer will provide administrative support and manage caseloads for lettings, mutual exchanges, successions, and a variety of other housing-related enquiries. The role requires an organised individual who can manage their time effectively to ensure efficient processing of a range of administrative tasks and effective communication across teams.

Key Responsibilities

• Managing mutual exchanges for the Housing Team; understanding and administrating the end-to-end mutual exchange process keeping to statutory guidelines and BCP Homes policies.
• Letting empty homes within target timescales; Administrating end-to-end process for void and lettings, ending tenancies timely, ensuring the correct notice period is adhered, advertising empty properties, processing nominations, creating sign-up packs and setting up new tenancy agreements on the housing management system.
• Providing administrative support for all housing management services including tenancy changes; this may include succession cases, severance and starting a joint tenancy, plus making changes to the housing management system such as updating household members etc.
• Provide information and service to residents through written, face to face, telephone, and e-mail contact, on the full range of housing management issues.
• Responding to feedback and answering queries from customers on service delivery, liaising with residents, contractors, and stakeholders to resolve issues.
• Contribute to ideas for improvements in service, working parties, team meetings and other forums in a creative and imaginative way.

Specific Qualifications And Experience

• 2 A Levels, CIH (L3 or above) or equivalent experience (essential)
• 12 months minimum experience of working in social housing (essential)
• Experience of working in a customer orientated environment (desirable)
• Experience of administrative duties (essential)
• Experience of building and maintaining professional working relationships with external stakeholders (desirable)
• Experience of dealing with customers both face to face and by telephone (desirable)
• Strong IT skills and experience of using a variety of computer packages including databases, Microsoft Word, Excel and Outlook (essential)

Personal Qualities & Attributes

• Excellent written and verbal communication skills
• Ability to prioritise and work accurately to time sensitive targets
• Ability to build and maintain working relationships with internal and external stakeholders
• Ability to work effectively as a team member
• Able to show initiative and be flexible when required
• Ability to take on feedback and apply learning
• Committed to excellent customer experience
• Attention to detail with the ability to proofread
• Use curiosity about the way things are done to recommend, create and implement more effective ways of working that will enhance customer experience.
• Seek to resolve any barriers to collaborating with others by communicating openly and challenging unhelpful behaviour
• Positive attitude towards equality and diversity issues, appreciating diversity in both customers and colleagues to consider their specific needs

This role is not eligible for visa sponsorship and we can only consider applicants with existing right to work in the UK. Applicants to this post will be required to complete the appropriate level of Disclosure & Barring Service Check. BCP Council is an inclusive employer and values diversity. We are a Disability Confident Employer. We provide a fully inclusive recruitment process and support reasonable adjustments for all candidates.