Housing Coordinator
About the role
We’re looking for a confident and experienced Housing Coordinator to join our Customer Experience service. This is a specialist Tier 3 role, supporting general-needs housing services and acting as a key escalation point for complex, sensitive, or high-risk customer queries.
You’ll play a crucial role in ensuring customers receive excellent service when issues are more complex, providing expert guidance, resolving escalations, and supporting colleagues across the wider service.
What you’ll be doing
As a Housing Coordinator, you will:
*Act as an escalation point for Tier 1 and Tier 2 Advisors, resolving complex and sensitive housing-related queries
*Deliver specialist administrative processes accurately and efficiently, including:
*Mutual exchanges
*Trust dwelling improvement forms
*Subject Access Requests (SARs)
*Garage sign-ups and terminations
*Direct debit set-up
*Managing company-wide emails, post, social media queries, and key returns

*Provide expert case management for complex tenancy, rent account, and repairs queries
*Oversee tenancy processes connected to key returns, ensuring compliance at every stage
*Work closely with Local Authority partners to secure timely nominations and minimise void periods
*Drive First Call Resolution by managing high-risk or sensitive cases with internal and external specialists
*Support team capability by coaching, mentoring, and sharing best practice with colleagues
*Identify opportunities to improve efficiency and reduce repeat contacts
*Maintain accurate and up-to-date records using our CRM system (Microsoft Dynamics)
*Produce clear and timely reports for Local Authority partners
*Manage and review specialist housing lists, including Management Move, Under-Occupied, and Regeneration Housing Lists, ensuring policy compliance
Who you’ll work with
You’ll collaborate closely with teams across the organisation, including Housing, Home Ownership, Income, Repairs, Voids, Estates Management, Property Services, and Community Wellbeing & Inclusion teams. You’ll also work externally with customers, contractors, suppliers, partner agencies, and Local Authorities.
What we’re looking for
We’re looking for someone who brings strong housing knowledge, resilience, and a customer-focused approach. You’ll have:
*Proven experience in a customer service or contact centre role, ideally within a regulated environment (housing, utilities, or finance)
*Experience handling escalated or complex customer queries through to resolution
*A strong understanding of tenancy management, repairs workflows, and rent accounts
*Knowledge of data protection requirements, including Subject Access Requests (SARs)
*Excellent written and verbal communication skills, with the ability to handle sensitive issues empathetically
*Strong problem-solving and decision-making abilities
*Confidence in mentoring, training, or supporting colleagues
*High attention to detail and accuracy when managing data and records
*Experience using CRM systems (Microsoft Dynamics is desirable)
*The ability to apply policies and procedures consistently and fairly
*A proactive mindset, with the confidence to suggest improvements and challenge processes constructively