Who we’re looking for
As part of our Housing Services team, you’ll manage complex customer cases quickly and brilliantly. Consistently delivering a stellar service to support our customers and keep them safe. You’ll be based mainly at Ham Close, Richmond SW London acting as the main point of contact for leaseholders, tenants and freeholders living in the existing and new Ham Close Neighbourhood. You’ll be required to travel to attend meetings and carry out regular site and customer visits.
You’ll have experience working in a similar role, managing all aspects of housing related cases, including ASB, complex tenancy/lease breaches, safeguarding, hoarding, supporting vulnerable residents, and working with internal teams. You’ll show great judgement when faced with ambiguous, complex or conflicting information whilst demonstrating inclusive behaviour and communicating passionately and authentically across different channels, adapting your style for a diverse range of customers and colleagues.
Due to the nature of the role an Enhanced DBS will be required on appointment.
What you’ll do
* Carry out regular estate and block inspections, identifying and resolving issues promptly working collaboratively with our caretaking, repairs and planned maintenance teams.
* Ensure compliance with tenancy conditions, Ham Close estate regulations (as set out in the Estate Management contract and Lease with our development partner) and organisational policies.
* Proactively manage the Ham Close Neighbourhood and other housing areas in Ham & Petersham by applying tenancy/leases and estate regulations, preventing and resolving anti‑social behaviour and complex tenancy/lease breaches, safeguarding, hoarding, supporting vulnerable residents, and working with internal teams, legal services, and external agencies to maintain safe, compliant and well‑managed homes.
* Support the Development team with rehousing existing customers within Ham Close to new homes, particularly those with vulnerabilities or who require service adjustments.
* Contribute towards achieving vacant possession on each phase at Ham Close working with tenants and leaseholders with various levels of vulnerability.
* Contribute towards the decant process at Ham Close dealing with multiple tenancies and associated rights.
* Work proactively with our development partner Hill to provide a high‑quality ongoing estate management service and respond to their feedback daily and at regular meetings.
* Work with our legal partners and represent RHP at court during legal proceedings. Write and present witness statements and case reviews and advocate for RHP at stakeholder meetings.
* Develop good working knowledge of housing legislation and use this to address tenancy breaches. Work with the Development and repairs team to differentiate between defects in the new build homes and general repairs/maintenance.
* Oversee the access control systems and allocation of fobs for the residential blocks and basement car park, including the parking allocation and waiting list for parking spaces at Ham Close.
Qualifications
* Experience working in a similar role, managing all aspects of housing related cases, including ASB.
* Working as part of a team that delivers stellar service.
* Using IT systems proficiently including Word, Excel, PowerPoint, databases and email.
* Ability to travel to attend meetings and carry out regular site and customer visits.
Desired skills
* Experience of using Microsoft CRM.
* Experience of delivering neighbourhood management services.
Key behaviours we expect in the role
* Role modelling our values: We know our stuff / We make it happen / We care.
* Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer service experience.
* Excellent presentation skills with the confidence to present in professional meetings/court/community trigger group.
* Being confident and assertive in dealing with challenging behaviour and situations.
* Being a great team player and doing what it takes to keep the business moving forward.
* Effective planning and prioritising by focusing on the things that will make the biggest difference.
* Showing great judgement when faced with ambiguous, complex or conflicting information.
* Remaining curious to bring fantastic new ideas to your role which stretches you and improves customer experience.
* A flexible approach to working outside core hours.
* Communicating passionately and authentically across different channels, adapting your style for a diverse range of customers and colleagues.
* Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
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