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We are currently recruiting for a Housing Officer and a Head of Customer Experience- please see below for details.  To apply send your CV together with a covering letter to

 Housing Officer

Key Responsibilities and Accountabilities

  • Deliver and embed an effective housing management and resident support service, working with stakeholders including residents and multi-agency partners
  • Plan and execute a comprehensive block and estate management inspection programme
  • Plan and execute a comprehensive tenancy audit programme and update key systems.
  • Empower residents and provide appropriate support to enable our residents to be independent and live their lives to the full
  • Work closely with colleagues, specialist teams and contractors to get things done for customers
  • Meet or beat performance targets and continuously improve in key areas including:
  •  Void management and letting of our homes
  •   income collection and rent arrears
  •   ASB case management
  •   Complaint resolution
  •   Customer satisfaction (including regulator metrics)
  •   Investigate and address issues of anti-social behaviour, fly-tipping, graffiti and safeguarding, regularly monitoring cases and preparing papers for court as required
  •   Complete Health & Safety and compliance actions e.g. FRAs, as required
  •   Be the primary contact for local stakeholders e.g. residents associations, Local Authority Services, the police etc
  •   Maintain up to date, accurate and detailed customer records on Inquilab’s systems
  •   Ensure residents are engaged in influencing decisions that affect them
  •   Work with other local partners to facilitate and deliver community development projects

Standard Responsibilities

 Adopt and comply with Inquilab values, policies and procedures, and regulatory frameworks including:

  •  Code of Conduct
  •  Health & Safety and building regulations
  •  Data Protection, privacy and use of IT resources
  •  Regulatory standards and probity
  •  Risks and internal controls framework
  •  Organisational policies and procedures
  •  Equality, diversity and inclusion


No role profile can cover every issue which may arise within the post at various times. The post holder is expected to carry out other duties from time to time, which are broadly consistent with those described.

Person Specification


      A good standard of education

     Housing Management Related Qualification is desirable

Knowledge/Experience Required

Experience working in a service role

  • Understanding of issues governed by housing law, rights of tenants and landlords, common building defects and repairs.
  • Experience of providing services to a diverse client group
  • Experience of providing services to vulnerable people, signposting to relevant agencies
  • Experience of working in a climate of legislative and organisational change.
  • Working knowledge of regulations and legislation for social housing
  • Experience of working in the housing or property sector is desirable.

Skills/Abilities Required

  • Excellent customer service attitude demonstrating good communication and interpersonal skills.
  • Ability to write clearly and concisely in a variety of formats
  • Strong resource and time management skills
  • Ability to prioritise, delivering value for money.
  • Highly self-motivated with the ability to work effectively without high levels of supervision.
  • Proven problem-solving and decision-making skills.
  • Resilient and able to deal with challenging situations and deliver sustainable outcomes.
  • Ability to analyse data and draw informative conclusions.
  • Proficient in the use of technology to a high level – within office and remotely
  • Able to represent Inquilab professionally and build strong working relationships.
  • Willingness to learn new skills and via continuous personal development

Additional Information

  • Hold a full driving licence with access to own vehicle (Essential)
  • Attendance at meetings and work at weekends and outside of contractual hours may be required.
  • Mobile/remote working


Head of Customer Experience

Role Purpose

To lead a team and develop a culture to deliver a high quality, efficient, right first-time service via multiple channels that ensures a great customer experience at the point of contact.

Key Responsibilities & Accountabilities

  • Lead on ensuring the organisation provides and  effective and efficient response to customer contact through all communication channels
  • Lead the design and effective delivery of the organisational complaints performance ensuring early resolution and learning that enables continuous improvement   
  • Lead on the conversion of customer survey and complaint insight to demonstratable change in processes and behaviour that positively impacts customer satisfaction
  • Lead on the co creation of services to our diverse resident population ensuring insight and knowledge drives equity in our offer
  • Lead on all customer communications via all mediums that align with our tone of voice, that is clear, timely and relevant
  • Be the lead officer for our Resident Panels and provide and present reports to our Customer committee and board
  • Take a lead on ensuring all customer data is kept up to date through the disciplined use of core systems by the direct team and the wider organisation
  • Lead on the development of innovative services including web chat, apps, chat bots AI and automated telephony and online services to reduce telephone contact volumes
  • Work with housing and asset teams to agree internal SLAs around responses for more complex requests ensuring accountability for customer contact from colleagues
  • Be the organisational lead for resident engagement activities


Standard responsibilities

Adopt and comply with Inquilab values, policies and procedures, and regulatory frameworks including:

  • Code of Conduct
  • Health & Safety
  • Data Protection, privacy and use of IT resources
  • Regulatory standards and probity
  • Risks and internal controls framework
  • Human Resources policies and procedures· 
  • Equality and diversity

No role profile can cover every issue which may arise within the post at various times. The post holder is expected to carry out other duties from time to time, which are broadly consistent with those described.

​​​​​​​Person Specification


A good standard of education and qualification commensurate to the level of the job and the knowledge and skills required

Knowledge, Skills and Abilities required

Deep and comprehensive knowledge of the consumer standards and other

Ability to understand and explain relevant legislation relating to housing, GDPR and PCI DSS

Expert understanding of the requirements contained within the complaints handling code

Comprehensive knowledge of contact management, telephony and web based service systems

  • A deep knowledge of the information needs of residents and boards
  • Knowledge of automated transaction tools and customer self service platforms
  • A sound understanding of the regulatory environment relevant for this post
  • Ability to build and maintain strong internal relationships across departments  
  • Ability to build and maintain strong relationships with external stakeholders
  • Strong written communication skills sufficient to write articles and reports
  • Excellent verbal communication skills and the ability to adapt for different audiences
  • Ability to organise own workload, work on own initiative and adapt to change
  • Ability work with a diverse range of people and show an empathetic understanding of their needs
  • Excellent knowledge and expertise in the use of IT and CRM systems.

Experience required

  • Experience in developing a customer focused culture across an organisation
  • Experience in leading an effective complaints handling service
  • Experience in creating and presenting information to committees and boards
  • Experience of using data effectively to inform, monitor and improve service delivery
  • Experience of building and maintaining effective teams and collaborating with others
  • Experience of working with telephony providers and other IT services
  • Experience of identifying and utilising different customer service technologies
  • Experience of project management, events planning, co-ordination and delivery from inception to effective closure
  • Experience in a solution focused customer facing role


Our Recruitment Process

We have robust processes in place to ensure we recruit the right people with the right skills, behaviour, and experience for the role.

To apply for a specific role, please click on the job vacancy and ‘Apply’, ensuring you have completed the necessary information and forms required in our Recruitment Pack.

If you wish to register your interest for working with Inquilab Housing Association in the future please send us your CV with a covering email highlighting your skills, experience, and aspirations to

Our vacancies are, where relevant, internally promoted for a period of seven days before promoting on our website and in partnership with any external recruitment consultants. At all times during the application process we:

  • Operate on a principle of open and transparent competition in our approach to recruitment
  • Aim to respond to your application within a reasonable timeframe and keep you informed of your application process
  • Encourage and welcome applications from a diverse range of candidates regardless of background
  • Treat every applicant with respect and aim to ensure a positive candidate experience
  • Ensure that recruitment and selection is carried out in a professional and timely manner and in line with employment and data protection legislation as well as best practice
  • Ensure our Managers and HR staff involved in the recruitment process act ethically throughout the process and declare any factor that may remove transparency, fairness or consistency of the process.

Have you Considered Volunteering?

We also offer volunteering opportunities, which is a great way to develop skills and gain experience. If you are interested in volunteering work, please email