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- Tasks: Provide telephony-based housing advice and resolve tenant queries.
- Company: Midland Heart is a large, ambitious housing organisation dedicated to affordable living.
- Benefits: Enjoy healthcare perks, matched pension contributions, and shopping discounts.
- Why this job: Join a supportive team focused on making a real impact in the community.
- Qualifications: Experience in housing management and customer service is essential; Level 3 Housing qualification preferred.
- Other info: Cover letter required for application; flexible shift patterns available.
The predicted salary is between 28800 - 42000 £ per year.
Join to apply for the Housing Advice Officer (Contact centre based) role at Midland Heart
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Join to apply for the Housing Advice Officer (Contact centre based) role at Midland Heart
Do you have experience of delivering Tenancy and Housing Management services? Are you looking for an alternative to working out in the field, but still want a role that offers frontline contact with customers? Then look no further! We have a fantastic opportunity to join us as a Housing Officer, based full-time in our Contact Centre.
As a Housing Officer, you\’ll provide an effective and efficient telephony-based advisory service to our tenants who contact us with complex Housing, Estates and Antisocial Behaviour related queries. You\’ll strive to get to the central issue of a problem, then act to resolve it, working collaboratively with other colleagues across the organisation where needed. At times, the nature of the contact from our tenants will be emotive and challenging, so we\’re looking for individuals who are resilient and able to bounce back.
This is an office-based role, working 35 hours per week – Monday to Friday, between the hours of 8am and 6.00pm on a variable shift pattern: 08.00-16.00, 09.00-17.00 and 10.00-18.00. To be considered for this role, you must be able to work any of the shifts.
Our Ideal Candidate:
- Previous experience of dealing with a variety of Housing Management and Tenancy matters within Housing, particularly Antisocial Behaviour and Safeguarding.
- Previous experience of working with customers from diverse and wide-ranging socio-economic backgrounds.
- Experience of handling a high volume of customer calls in a calm, confident and efficient manner.
- Achieved or willing to work towards a Level 3 Housing qualification.
Please note – we require a Cover Letter to be uploaded in order to consider your application for this role.
What\’s on offer? We have a whole host of benefits which can be taken advantage of by our employees – these include access to healthcare benefits such as Medicash, up to 8% matched pension contributions and access to our Brilliant Benefits portal which will bring you discounts on your shopping! To find out more, please click here.
Who are Midland Heart? We\’re one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we\’re here to develop your potential.
Interested? For a full Role Profile, please scroll down below. Applying is easy – simply click ‘apply\’, submit an up to date copy of your CV clearly showing us how you meet the criteria set out in the advert.
We\’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
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Housing Officer (Contact centre based) employer: Midland Heart
Contact Detail:
Midland Heart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Officer (Contact centre based)
✨Tip Number 1
Familiarise yourself with the key issues surrounding housing management, particularly antisocial behaviour and safeguarding. This knowledge will help you engage in meaningful conversations during the interview process.
✨Tip Number 2
Practice your communication skills, especially in handling difficult or emotive situations. Role-playing scenarios with a friend can help you build confidence in managing challenging calls effectively.
✨Tip Number 3
Research Midland Heart's values and mission to understand their approach to housing services. Being able to articulate how your personal values align with theirs can set you apart from other candidates.
✨Tip Number 4
Prepare questions to ask during the interview that demonstrate your interest in the role and the organisation. This shows that you are proactive and genuinely invested in becoming part of their team.
We think you need these skills to ace Housing Officer (Contact centre based)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in housing management and customer service. Emphasise any previous roles where you dealt with tenancy issues or antisocial behaviour, as this is crucial for the Housing Officer position.
Craft a Compelling Cover Letter: Your cover letter should clearly outline why you're a great fit for the role. Mention your experience with diverse customers and your ability to handle challenging situations calmly. Be sure to express your enthusiasm for working in a contact centre environment.
Showcase Relevant Qualifications: If you have a Level 3 Housing qualification or are working towards it, make this clear in both your CV and cover letter. This demonstrates your commitment to the field and aligns with the job requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential in a customer-facing role.
How to prepare for a job interview at Midland Heart
✨Show Your Customer Service Skills
As a Housing Officer, you'll be dealing with tenants who may have complex and emotive issues. Highlight your experience in customer service, especially in handling challenging situations calmly and efficiently.
✨Demonstrate Resilience
The role requires resilience when faced with difficult queries. Be prepared to discuss examples from your past where you've successfully navigated tough conversations or resolved conflicts.
✨Familiarise Yourself with Housing Issues
Brush up on key topics related to housing management, tenancy matters, and antisocial behaviour. Showing that you understand these areas will demonstrate your commitment and readiness for the role.
✨Prepare Your Cover Letter
Since a cover letter is required for your application, make sure it clearly outlines how your skills and experiences align with the job description. Tailor it specifically to the Housing Officer role to make a strong impression.
