Job Title: Leasehold and Tenancy Officer
Contract Type: Permanent
Salary: £41,446 per annum
Working Hours: Full Time – 35 Hours
Working Pattern: 9:00 am to 5:00 pm, Monday to Friday
Location: London
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Leasehold and Tenancy Officer
You will sit within the Customer Operations department, which delivers a range of customer services through front line teams and specialist teams for our residents. This includes the corporate Customer Service Centre, income collection, Right to Acquire and staircasing’s, allocations and resident management and rent and service charge setting. Customer Operations also provides legal services to the organisation.
You will work in the Resident Management team and will be responsible for dealing with any queries from residents on a patchless basis from all leaseholders, shared owners and social tenants that are too complex to handle in the Customer Service Centre, with the objective of continually reducing customer complaints.
About you
We are looking for someone who:
1. Demonstrates an excellent standard of numeracy and literacy.
2. Excellent customer care and communication skills both oral and written.
3. Possessing resilience.
4. Working within tight statutory constraints in a high-pressure environment.
5. Ability to build excellent relationships across the business with all relevant stakeholders.
Why Riverside?
One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
6. Competitive pay & generous pension
7. 28 days holidays plus bank holidays
8. Flexible working options available
9. Investment in your learning, personal development and technology
10. A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Role requires you to:
11. To assess and resolve a wide range of complex enquiries in accordance with established processes, procedures and policies with the objective of providing an outstanding customer experience. This includes, but is not limited to, permissions, licences, sublettings, assignments, tenancy visits, tenancy checks, general queries.
12. To be a customer service champion ensuring that all contacts are owned and resolved through to completion seizing opportunities to implement innovative and creative solutions.
13. Be responsible to completely resolve queries, liaising with other teams in a seamless fashion in the background, and making sure any decisions on complex matters are quickly obtained to enhance the customer experience and avoid out of the ordinary queries taking long to resolve.
14. To utilise and promote a range of technologies to communicate with customers.
15. To use necessary business systems in an appropriate way to record information relating to all interactions in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers.
16. To carry out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
17. To achieve all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction.
18. To work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered for our customers.
19. To ensure customers can influence our services by passing feedback and making suggestions on how our processes, procedures and policies can be amended to provide a better customer experience.
20. To always represent the organisation in a professional and appropriate manner.
21. Pro-actively contribute to the reputation of Riverside through all customer contact channels and provide customer service in a professional, friendly and empathic way.
22. Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre.
Person specification
Knowledge, Skills and Experience
Essential
23. Demonstrate an excellent standard of numeracy and literacy.
24. Excellent customer care and communication skills both oral and written.
25. Possessing resilience.
26. Working within tight statutory constraints in a high-pressure environment.
27. Ability to build excellent relationships across the business with all relevant stakeholders.
28. IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems.
29. Self-motivated, assertive and confident.
30. Experience of resolving residents’ queries for either homeowners or tenants or both.
31. Dealing with complex queries and challenging individuals in a constructive and effective way.
32. High level knowledge of statutory, legal and contractual framework around tenancy, homeowners and shared owners’ management.
Desirable
33. Understanding of service charges, income collection, repairs, sales, lettings.