JOB DESCRIPTION
We are pleased to offer a full time, permanent opportunity for a Homeowner Services Officer to join our team based in Central London
As a Homeowner Services Officer, you will be responsible for delivering a high-quality, customer-focused service to homeowners, ensuring compliance with contractual obligations and the performance standards set by Guinness. You will provide a legally compliant and professional lease management service to a diverse portfolio of leasehold, shared ownership, and freehold customers.
This role requires the effective management of key leasehold and homeowner processes, including (but not limited to) Section 20 consultations, lease enforcement actions, fire risk assessment follow‑up actions, and applications for alterations. You will work collaboratively with internal teams and external stakeholders, ensuring all actions are taken in line with established policies, procedures, and regulatory requirements.
In addition, you will act as a subject‑matter expert within the organisation, providing guidance and interpretation on leases, homeowners’ rights and responsibilities, and service charge provisions. This includes advising on recoverability, identifying potential value‑for‑money risks, and supporting effective cross‑functional working to achieve positive outcomes for residents and the organisation.
What we are looking for:
We are a customer‑focused organisation that values both service quality and outcomes. Successful candidates will have proven customer service experience, with the ability to achieve positive outcomes and maintain high levels of customer satisfaction. You will also be able to demonstrate:
Essential skills & experience
Proven ability to manage a varied workload, meeting performance targets.
Ability to develop processes and systems according to changing needs
Good attention to detail, and application of critical thinking to identify and resolve risks.
Excellent organisational and team working skills - ability to prioritise tasks and handle changing priorities.
Excellent oral and written communications
Desirable skills & experience:
Proven experience of managing residential leasehold and shared ownership homes
Relevant sector experience
If you are interested in joining us and would like to apply for this role, please apply with a CV and covering letter, detailing how you meet the essential criteria.
Please note, the advertised salary includes a £4000 Local Job Supplement.
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