Housing Management & Customer Service Officer

Job Description

Support residents to feel safe, heard and well‑served in their homes as a Housing Management & Customer Service Officer with The Riverside Group in Liverpool. You’ll handle tenancy and leasehold cases end‑to‑end, resolving issues quickly and building strong, trust‑based relationships with customers.

Role Overview

Working in a frontline housing management team, you’ll manage a busy caseload of tenancy and leasehold queries. You’ll be the main point of contact for customers, dealing with their requests, concerns and complaints, coordinating with internal teams and partners, and ensuring every interaction reflects Riverside’s service standards.

Key Responsibilities

• Provide a responsive, high‑quality housing management service to tenants and leaseholders
• Manage tenancy and leasehold queries from first contact through to resolution
• Support customers with issues such as rent queries, anti‑social behaviour, tenancy changes and estate concerns
• Maintain accurate case notes and updates on housing management systems
• Work collaboratively with income, repairs, estates and support teams to resolve problems
• Handle complaints professionally, escalating where necessary and keeping customers informed
• Contribute to continuous improvement of processes, documentation and customer experience

Skills and Experience

• Strong customer service skills with a clear, empathetic communication style
• Experience in tenancy or leasehold management is desirable, but strong transferable experience will be considered
• Confident user of Microsoft Office and housing or CRM systems
• Good organisational skills and ability to juggle multiple cases and deadlines
• Problem‑solving mindset, focused on practical, fair outcomes for residents
• Commitment to equality, diversity and treating all customers with respect

About The Riverside Group

The Riverside Group is one of the UK’s leading social housing providers, managing homes and support services nationwide. It combines affordable housing, community investment and care initiatives to help people live well, promoting inclusion, stability and opportunity in the neighbourhoods it serves.

Job Data

• Position: Housing Management & Customer Service Officer
• Employer: The Riverside Group
• Location: Liverpool, United Kingdom
• Contract: Full-time, with flexible working options
• Salary: Competitive, aligned with experience (estimated around £34,000 per year)
• Environment: Supportive, values‑driven housing organisation with progression opportunities