At a Glance
- Tasks: Provide excellent customer service and support for housing enquiries across various channels.
- Company: Join a dedicated team focused on serving the Sandwell community.
- Benefits: Enjoy a competitive salary, generous holidays, and continuous training opportunities.
- Other info: Flexible working locations and a chance to grow within a dynamic team.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Must have 12 months of customer service experience and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
This is a fixed term 6 month contract. Have you got a passion for giving excellent customer service? Are you a great team player and a confident communicator? If so we want to hear from you. We have an exciting opportunity to join our Housing Hub Team. Our main objective is to deliver excellent customer service to the people of Sandwell by efficiently managing and resolving their tenancy enquiries to the highest standards. We do this over the telephone, online and in person at housing receptions and surgeries.
Are You:
- Driven and committed to providing excellent customer service
- Enthusiastic and friendly
- Flexible and willing to develop your knowledge and skills
- Able to use your own initiative and also work as part of a team
The Role:
You will answer customer enquiries and requests about a wide range of housing services, providing customers with support to access our services through a range of evolving channels. You will have the ability to work in a fast‑paced customer service environment and be a positive self‑motivated person. You must be able to respond promptly as well as politely and accurately to resolve the customer query. You need to be focused on ‘first call resolution’ and reducing avoidable contacts. The Housing Hub Officers will relieve pressure on the rest of the housing service, thus enabling it to operate more proactively. You will be given training through your induction period.
Key Requirements:
- You must have at least 12 months experience of delivering services directly to customers and be able to work from multiple locations across Sandwell as determined by service demand.
- Can provide help to those who need assistance to access our services and influence those who can to do their day‑to‑day business online to access services independently to self‑serve.
- Can provide specialist housing advice and support and make decisions on routine housing service requests.
- Take responsibility for routine service requests and support tasks.
- Utilise your passion and skills for online technology to switch channels seamlessly with the customer e.g. when an issue needs to be taken offline, or jump into web‑chat.
- Can engage with customers on public channels where information and advice would be beneficial to a wider audience.
- You can demonstrate you are a good listener with clear communication skills who can remain calm and professional whilst displaying a caring and empathetic attitude, dealing with a diverse range of customers.
- The ability to record accurate details and use our IT systems is essential.
Benefits:
- Competitive salary & pension scheme
- Generous holiday allowance
- Continuous training and development
- Employee Benefits and health initiatives
Hours: 37 hours per week
Qualifications: Numeracy and Literacy Level 2 qualification or equivalent as a minimum. Certificates will be required.
Interview Dates: Interviews will take place in July. For further details about this role please refer to the Job Description and Personnel Specification. If you require an informal discussion then please contact Claire Cleary via email on claire_cleary@sandwell.gov.uk.
Closing Date: 27 May 2026
Housing Hub Advisor — 6-Month Contract employer: Sandwell Council
Join our Housing Hub Team in Sandwell, where we prioritise excellent customer service and foster a supportive work culture. As a Housing Hub Advisor, you'll benefit from competitive pay, generous holiday allowances, and continuous training opportunities, all while making a meaningful impact in the community. We value flexibility, teamwork, and personal development, ensuring that you thrive in a dynamic environment dedicated to helping others.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Hub Advisor — 6-Month Contract
✨Tip Number 1
Get to know the company! Research Sandwell's Housing Hub Team and understand their mission. This will help you tailor your conversations and show that you're genuinely interested in providing excellent customer service.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of interaction, try role-playing common customer scenarios with friends or family. This will boost your confidence and help you respond effectively during interviews.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you resolved customer issues efficiently. Highlighting these will demonstrate your ability to achieve 'first call resolution'.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and tech-savvy, which is key for this role. Don’t miss out on this opportunity!
We think you need these skills to ace Housing Hub Advisor — 6-Month Contract
Some tips for your application 🫡
Show Your Passion for Customer Service:Make sure to highlight your enthusiasm for providing excellent customer service in your application. We want to see how you’ve gone above and beyond for customers in the past, so share specific examples that showcase your skills!
Be a Team Player:Since we’re all about teamwork here at StudySmarter, it’s important to demonstrate your ability to work well with others. Mention any experiences where you collaborated with colleagues to achieve a common goal or resolve a customer issue.
Communicate Clearly and Confidently:Your written application is your first chance to impress us, so make sure it’s clear and concise. Use straightforward language and avoid jargon. Remember, we’re looking for confident communicators who can engage with a diverse range of customers!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re tech-savvy, which is a big plus for this role!
How to prepare for a job interview at Sandwell Council
✨Know Your Customer Service Stuff
Brush up on your customer service skills and be ready to share specific examples of how you've provided excellent service in the past. Think about situations where you resolved issues quickly or went above and beyond for a customer.
✨Show Off Your Team Spirit
Since teamwork is key for this role, prepare to discuss how you’ve collaborated with others in previous jobs. Have a couple of stories ready that highlight your ability to work well in a team and support your colleagues.
✨Be Tech-Savvy
Familiarise yourself with common online tools and technologies used in customer service. Be prepared to talk about how you’ve used technology to improve customer interactions or streamline processes in your previous roles.
✨Practice Active Listening
During the interview, demonstrate your listening skills by responding thoughtfully to questions. Show that you can remain calm and professional, even when discussing challenging customer scenarios. This will highlight your empathetic approach to customer service.
