Housing Customer Service Advisor

About the role

The Housing Customer Service Advisor will be the first point of contact for residents of shared‑ownership and lease‑hold properties in Leeds. Working primarily from the Leeds office, you will help manage rent arrears, resolve enquiries and ensure compliance with relevant legislation.

Key responsibilities

• Act as the first point of contact for customers living in shared‑ownership and lease‑hold homes.
• Manage rent arrears cases, negotiate repayment plans and maximise income collection.
• Handle enquiries about rent, service charges and lease compliance.
• Liaise with third‑party property management agents, developers and customers.
• Manage complaints of anti‑social behaviour and maintain accurate records.
• Coordinate with external legal advisors, mortgage lenders, debt charities and government benefit departments.
• Attend court to represent the organisation at repossession hearings.
• Support the team with customer feedback and satisfaction surveys.

Required profile

• Experience dealing with shared‑ownership and lease‑hold properties.
• Ability to manage rent arrears and negotiate repayment arrangements.
• Knowledge of relevant housing legislation, regulations and industry best practice.
• Experience liaising with legal advisors, mortgage lenders and government agencies.
• Willingness to attend court hearings when required.

Required skills