Housing Officer - PFI in Birmingham

Contract Type: Permanent

Salary: £34,776.35 per annum (£38,2622.47 is achieved after 12 months successful performance in the role)

Working Hours: Full Time – 35 Hours

Working Pattern: Monday - Friday

Role Type: Hybrid/Located (As service requires 2/3 days per week)

Location: Hawthorn Fields Neighbourhood Office, St Vincent Crescent, West Bromwich B70 0LG

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter.

The difference you will make as a Housing Officer - Sandwell PFI:

• The principal frontline worker will maximise the economic viability, social sustainability and self-sufficiency of the tenancies in their patch through targeted support, services and action, establishing and maintaining strong relationships with customers, acting as an ‘Account Manager’, advocating for the customer to ensure that other teams are providing services to the expected level.
• You will supervise the delivery of a high-quality, compliant, customer-focused housing management service across a defined patch of general needs homes and a small portfolio of leaseholder properties.
• The postholder is accountable for day-to-day operational performance across tenancy management, estate management, income and arrears activity, ASB casework, customer experience/complaints handling, cash office duties, and local partnership working – ensuring services align with Riverside policies, the Sandwell PFI contract requirements, the Local Authority and current regulatory standards.

About you:

• Proven experience delivering front-line housing management services in a social/affordable housing environment.
• Working knowledge of key housing management areas: tenancy management, estate management, ASB, income/arrears escalation, and customer service.
• Demonstrable understanding of operating in a regulated environment, including applying policy, maintaining clear records, and responding to complaints effectively.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability.

Applications may close before the deadline, so please apply early to be considered.

Other Duties:

• You will undertake regular training to enable you to deliver your role safely.
• From time to time you may be required to undertake additional duties and responsibilities of an equivalent nature, in consultation with your Line Manager.
• Maximise the use of mobile technology to ensure the provision of an efficient and proactive customer service to customers.
• Champion and promote usage of the online self-service facility, to contribute to ongoing financial efficiencies across the Group by reducing the demand on front line resources.
• Work collaboratively with a range of stakeholders to deliver customer involvement objectives and stakeholder management within a specified area, attending community meetings where relevant to the Group and its customers.
• Build effective and strong relationships with customers, identify customer’s needs and aspirations, provide targeted support and use of customer intelligence to drive tenancy sustainability.
• Provide clear, supportive and accurate social housing advice to customers, colleagues and other stakeholders, including signposting where appropriate, to ensure awareness of the service and the effective progression and resolution of cases.
• Act as an advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service.
• Work with customers to minimise and resolve issues and complaints, liaising with the Customer Complaints Team to resolve escalated complaints as required.
• Promote opportunities for customers to engage with and be involved in key decision making through our customer involvement function, to ensure the delivery of a service that meets their needs.
• Ensure internal business processes are followed in line with the Group’s policy, procedures and statutory requirements.
• Maintain accurate records using appropriate systems, ensuring the integrity and quality of Social Housing service data, to enable regular analysis to be carried out and reporting to be completed as required.
• Contribute to the continuous improvement of processes and procedures.
• Accountable for organising your own work, priorities and objectives to meet the organisational goals, with the focus being “self-led” with customers need and requirements at the forefront to improve the areas for which you are responsible for.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
• Build relationships with local stakeholders in order to foster partnership working to deliver shared neighbourhood improvement.
• Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.