Customer Relations Manager

Are you passionate about making a real difference in people s lives? Are you looking for a new role in a dynamic housing organisation, where you are empowered to shape your own patch and bring ideas to life. At Black Country Housing Group our values are not just a set of words but are at the heart of the way our organisation works and how our colleagues interact in their day-to-day activities. If you share this ethos, you will thrive at BCHG. Learn more about who we are and what we do at Careers Black Country Housing Group

We have a fantastic opportunity for a generic Housing Officer (known internally as Customer Relations Manager/CRM) to join us on a full time, permanent contract in return for a competitive salary of £38,364.73 per annum.

Background to Post:

We are looking for someone who genuinely cares about people and communities and has a passion supporting others, solving problems and delivery excellent customer services. We are looking for someone who has good knowledge and skills of working in housing management that is able to hit the ground running, you will have a minimum of 2 years experience working in a similar role in the housing sector. You will need a full UK driving license and your own vehicle as 80% of the week will be spent out on our estates completing home visits (annual property visit, rent arrears, anti-social behaviour, estate inspections). Mileage allowance can be claimed for any travel when visiting our customers.

Standard DBS Check Required

Specific tasks of the role include, but are not limited to:

• To provide comprehensive housing management services within a defined geographical area of approx. 255 units. This will include but not limited to:
• Management of rent and service charge payments and arrears
• Management of voids & lettings to achieve void turnaround
• Tenancy management including nuisance & anti-social
• To resolve queries and complaints from residents in a timely and responsive manner
• To offer advice and support to any customer to help sustain their tenancy
• To promote and support resident engagement activities
• To develop neighbourhood plans and build local partnerships
• To meet with all residents in the area at least twice per year including shared ownership customers.
• To market homes within their area ensuring a waiting list is maintained for all properties
• To offer advice and support to all residents to assist them in meeting their obligations to pay their rents and service charges on time.
• To resolve queries and complaints from residents in a timely and responsive manner
• To resolve resident queries with regard to repairs and maintenance ensuring that contractors meet the needs of residents and their contractual responsibilities

Skills and Experience required:

• Must have housing experience of tenant and social housing
• Knowledge of best practice in one of estate management, income management or tenant support
• Knowledge of housing law and awareness of current housing issues
• Seeks ways to bring improvements in the way that work is done
• Communicates effectively, listens sensitively, adapts to audience and fosters effective communication with others
• The post holder will be subject to an enhanced DBS disclosure check and a six-month probation period
• Customer Services or Housing Qualification required

Why Join Us?

At BCHG, we re more than just a housing provider. We are a team that cares deeply about the people we serve and the colleagues we work with.

28 Days Annual leave per year (pro rata), plus bank holiday entitlements so you can have a well-earned rest

Hybrid Working Opportunities - helping you to work in the most effective way for you

Staff recognition scheme because hard work doesn t go unnoticed

100% Annual Attendance Reward to reward you for being there for our customers

Annual Pay Review ensuring your pay reflects what s happening in the market

Access to an Employee Assistance Programme which provides free, confidential support in health, wellbeing, financial and legal matters because sometimes, we all need a helping hand

Life assurance In case the worst should happen

A broad learning and development programme to help you be the best that you can be

Access to an attractive contributory pension scheme giving you peace of mind about life after work.

About us:

With over 2,200 homes across the Black Country and Birmingham, as well as a purpose-built Residential Care Home, we are deeply committed to supporting our local communities. Through our career development, training, and employment services, we help individuals achieve their aspirations.

Since our founding in 1974, we ve significantly expanded both the number of homes we manage and the range of housing-related services we provide. Each year, we positively impact the lives of thousands of customers.

At Black Country Housing Group, our values are more than just words they shape the way we operate and how our colleagues interact daily. We re dedicated to the growth and well-being of our team, earning Gold recognition from Investors in People. We are also honoured to have received the Gold Award from the Armed Forces Covenant for our ongoing support of veterans and their families.

As a Disability Confident Employer, we continuously strive to create a more inclusive workplace. We are proud to promote equal opportunities and welcome applications from all backgrounds, including those of different ages, disabilities, genders, sexual orientations, races, religions, and marital statuses. Reasonable adjustments will be made available if required during the interview process.

If this sounds like the right fit for you, we encourage you to join our friendly and dedicated team at BCHG!

How to Apply and Next Steps:

To apply for this role. please complete the application form and upload your CV.

Closing Date: 7th November 2025

Interview dates Week commencing 17th November 2025

Please note that we reserve the right to close the advert earlier than the stated closing date where we receive a high volume of applications.

If you have any questions about this vacancy, or require any reasonable adjustments to support your application, please get in touch with our HR team via (url removed) who will be happy to assist.

We kindly request that no direct approaches are made from agencies for this role and only applications made via our applicant tracking system (ATS) will be accepted.