Housing Solution & Support Assistant
Permanent
Grade A - £24,796 - £26,824
Consultation grade - subject to formal evaluation under the Equal Pay Programme
Working 36.5 hours per week
About the role
Birmingham City Council are looking for organised and customer-focused individuals to join the Housing Solutions and Support Service as Assistants. This is an important support role where you will help deliver effective homelessness services, ensuring customers are directed to the right support at the right time.
You will play a key role in supporting frontline casework teams by providing efficient administrative and customer service support. You will be often the first point of contact for customers and partners, helping to ensure a responsive, professional and customer-focused service.
This role sits within a key frontline function in the service: Supported Housing
- In Supported Housing, you will contribute to the oversight and development of commissioned services, ensuring effective delivery, performance monitoring and improved outcomes for residents with complex needs.
This is a fast-paced and rewarding environment where your work will contribute to improving outcomes for some of the city’s most vulnerable residents.
What you will be doing
In this support role, you will:
- Provide administrative and customer service support to the Housing Solutions and Support Service
- Monitor and manage shared mailboxes, web enquiries, and referrals into the service
- Respond to customer enquiries via telephone, email, and face-to-face in a professional and helpful manner
- Support customers to complete forms, including housing applications and related documentation
- Maintain accurate records and update IT systems, databases, and spreadsheets
- Manage appointment booking systems and support service coordination
- Raise finance requests and support service managers with administrative tasks
- Assist with the preparation of documentation, including case files and review paperwork
- Work across multiple IT systems to input, manage, and retrieve information effectively
- Signpost customers to appropriate teams and external services based on their needs
- Work collaboratively with internal teams and partner organisations to support service delivery
About you
We are looking for organised and adaptable individuals who can work effectively in a busy and demanding environment.
You will bring:
- Strong communication skills, both verbal and written
- Excellent organisational skills, with the ability to manage multiple competing priorities
- A high level of accuracy and attention to detail
- Confidence in using IT systems, databases, and Microsoft Office applications
- Experience in an administrative or customer service role (ideally within a housing or public service setting)
- The ability to handle sensitive information with professionalism and confidentiality
- A proactive and flexible approach to work, with the ability to adapt to changing demands
- Strong customer service skills, with a commitment to supporting residents effectively
- The ability to work collaboratively as part of a team and build positive working relationships
- An interest in housing and homelessness services, with a willingness to learn and develop
This role is hybrid, with working arrangements based on service needs and requiring attendance at face-to-face meetings.
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.
For any informal enquires please contact the Resourcing Team <Resourcing@birmingham.gov.uk>
A Disclosure and Barring Service (DBS) check will be undertaken.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.
Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
