Customer Relations Manager

Black Country Housing Group • Permanent • Rowley Regis, West Midlands, England, United Kingdom • £39.82k / year • 10h ago

Salary: £39,822.59 per annum
Hours: 35 hours per week
Location: Black Country & Birmingham

Make a real difference where it matters most

We have a fantastic opportunity for a Housing Officer (known internally as a Customer Relations Manager/CRM) to join Black Country Housing Group, with two roles available: one permanent position and one 12-month fixed-term contract.

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 can 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 BCHG?

Working at BCHG is different from working in a large, highly complex national provider. Here’s why many people choose us – and stay:

We own and manage around 2,200 homes, primarily across the Black Country and Birmingham, meaning our homes are geographically close, well known and easier to manage effectively.
Be more than just a number – your voice is heard, and your work makes a visible difference
Closer working relationships – work directly with colleagues and leaders who know you and value your input.
We are rooted in the Black Country – for the Black Country, by the Black Country – and proud of our social purpose

You’ll be joining us at an important time, as we deliver our BCHG 2030 strategy, with a strong focus on quality homes, sustainability, data-led decision making and long-term financial resilience.

Our rewards

We offer a strong and thoughtful total reward package, including:

Competitive pay, externally benchmarked
Flexible pension scheme with up to 7% employer contribution
28 days annual leave, plus an extra day at Christmas
Option to buy or sell up to one week’s leave each year
Enhanced sick pay, maternity and paternity pay
Health cash plan and 24/7 Employee Assistance Programme
Funded professional qualifications, membership fees and leadership development
Wellbeing days, volunteering time and a wide range of colleague recognition schemes

About us:

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: 17th July 2026

*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.

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