Tenant Liaison jobs in Solihull

Job Title

Operations Support Assistant

Job Purpose

The Operations Support Assistant provides day-to-day administrative and operational support to the Operations Support Manager (OSM) and COO, helping to ensure LHA Housing Group's properties are safe, compliant, and well managed on behalf of our local authority partners. The role combines office-based administration with hands-on support for property inspections, checks and tenant welfare visits, and is a development role: the successful candidate will be trained to eventually carry out inspection and welfare visit duties independently.

1. Administration

• Follow up from inspection reports to log maintenance issues or other issues identified, and track them through to completion, reporting back to Birmingham City Council (BCC) and other relevant local authority partners that all issues identified have been rectified.
• Monitor the Reservations email address and new system bookings to ensure they are made correctly and that the relevant people are checking tenants in.
• Draft all tenant communications for COO or OSM approval, ensuring correspondence is clear, professional and in line with LHA's tone and values.
• Ensure all check-outs are communicated promptly to the Business Support Manager so that inspections can be completed, and confirm that all relevant welcome packs are in place when each property is handed back to the Operations team.
• Maintain accurate digital and physical records and filing for tenancies, property files and correspondence, ensuring information is up to date and easy to retrieve.
• Support diary and appointment scheduling for the OSM, including coordinating inspection, check and welfare visit bookings across the property portfolio.
• Answer and triage general phone and email enquiries from tenants, contractors and local authority contacts, redirecting to the right person where needed.
• Assist with data entry and maintaining the accuracy of the property and tenant management system.
• Support the preparation of reports and performance data for the COO and for local authority partners.

Inspections, Property Checks and Tenant Welfare Visits

• Assist the OSM with completing property inspections, condition checks and tenant welfare visits, being trained in all aspects of this work to a level where these duties can be carried out independently.
• Accompany the OSM on visits, taking accurate notes and photographic evidence, and logging findings correctly and promptly on return.
• Support the scheduling and coordination of inspection and welfare visit diaries across the property portfolio, in liaison with tenants and local authority contacts.
• Promptly escalate any safeguarding, welfare or maintenance concerns identified during visits to the OSM or COO, in line with LHA's policies and procedures.

3. Compliance and Health & Safety Support

• Assist in maintaining accurate, up-to-date compliance records across the property portfolio, including fire safety log books, gas safety, electrical safety (EICR) and EPC certificates.
• Support the OSM in tracking compliance deadlines and proactively flag upcoming or overdue actions.
• Help ensure statutory certificates and safety documentation are filed correctly and readily accessible for local authority audits and inspections.

4. General

• Provide general administrative and operational support to the COO and OSM as required.
• Uphold and promote LHA's CARES values (Collaboration, Accountability, Respect, Empathy, Service) in all interactions with tenants, colleagues and partner organisations.
• Undertake any other reasonable duties commensurate with the role, as directed by the OSM or COO.

Person Specification

Essential

● Strong organisational skills with excellent attention to detail

● Excellent written and verbal communication skills, comfortable drafting formal correspondence

● Confident using email, diary/scheduling tools and case or property management systems, or a willingness to learn quickly

● Ability to build rapport and maintain professional relationships with tenants, colleagues and local authority contacts

● A full, valid UK driving licence

● Able to work independently, prioritise a varied workload and use initiative

● A good understanding of confidentiality and safeguarding principles

● A genuine interest in supporting people, and alignment with LHA's CARES values

Desirable

● Experience in housing, property management, temporary accommodation or a related sector

● Experience working with, or reporting into, a local authority

● Awareness of health & safety and compliance requirements in residential property (e.g. fire safety, gas safety)

● A relevant qualification in business administration, housing or a related field

Working Conditions

● Full-time, permanent position based at LHA's Birmingham office, with regular travel to properties across the portfolio for inspections, checks and welfare visits

● Standard office hours, Monday to Friday, with occasional flexibility required to support tenant welfare needs

● Use of own vehicle for site visits, with mileage reimbursed in line with LHA policy

● This role involves regular contact with vulnerable tenants; an enhanced DBS check will be required.

Pay: From £13.50 per hour

Expected hours: 40.0 per week

Benefits:

• Company pension
• On-site parking

Work Location: On the road