Senior Housing Hub Officer in Oldbury

Sandwell Metropolitan Borough Council,

Title

Senior Housing Hub Officer

Grade/Salary

Band E

Contract Type

Permanent

Hours

37 hours per week

Location

Hybrid

About The Role

We are looking to appoint a Senior Housing Hub Officer as part of our Housing Management Service. You will play a key role in delivering excellent customer service, providing specialist housing advice and supporting customers to access housing services through a variety of channels. As a senior member of the team, you will take ownership of more complex tenancy enquiries, support colleagues with advice and guidance, and help drive service quality and continuous improvement.

Responsibilities

• Investigate and resolve a wide range of tenancy-related enquiries and service requests.
• Provide specialist housing advice and make decisions on routine tenancy matters in line with policies and procedures.
• Support customers to access services through digital channels and promote self-service where appropriate.
• Work with tenancy teams to ensure complex or sensitive cases are effectively managed and transferred where required.
• Respond to customer enquiries received through a variety of channels, including telephone, face-to-face, email, webchat and social media.
• Support the development of colleagues through mentoring, coaching and sharing best practice.
• Undertake quality monitoring activities to support service standards and continuous improvement.
• Work closely with customers, elected members and partner agencies to ensure positive outcomes are achieved

People we are looking for

• Have experience of dealing with customer enquiries and managing casework in a housing or customer service environment.
• Are passionate about delivering excellent customer service and improving customer outcomes.
• Can confidently make decisions and provide advice on tenancy-related matters.
• Have experience of supporting, mentoring or coaching colleagues.
• Can communicate effectively with a wide range of customers and stakeholders.
• Are comfortable using digital systems and promoting online services.
• Can remain calm and professional when dealing with complex or sensitive situations.

Essential Requirements

• Demonstrable experience in a housing, tenancy management or customer service role.
• Experience of resolving customer enquiries and providing advice and guidance.
• Experience of working with multiple systems and maintaining accurate records.
• Excellent communication and problem-solving skills.
• Ability to work effectively as part of a team and support the development of colleagues.
• Good IT skills and confidence in using digital technology and customer contact systems

Closing date

23rd October 2026

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