Social Housing Officer
We are seeking a dedicated Social Housing Officer to join our team. The successful candidate will be responsible for:
1. Preparing advertisements and promoting void properties tailored to each tenancy type to facilitate lettings, minimize re-let times, and support community building.
2. Supporting Your Home colleagues to ensure void times are within the agreed targets for all relets.
3. Responding to customer inquiries, preparing sign-up packs, and coordinating incentives for hard-to-let properties to support allocations and lettings processes.
4. Promptly processing tenancy terminations and managing the return of keys.
5. Maintaining accurate and timely updates of all systems and records, and producing reports related to allocations and void services as required.
6. Developing and maintaining information on new housing schemes for customers.
7. Administering schemes such as HOMESWAPPER and downsizing, including managing related payments.
8. Delivering functions aligned with corporate aims, policies, and procedures, meeting KPIs, and ensuring excellent customer service and partner relationships, acting as an ambassador for NCHA.
9. Performing any other relevant tasks as instructed by management.
Knowledge
* Understanding of current social housing issues.
* Qualified to Chartered Institute of Housing Level 2 or relevant equivalent, or committed to ongoing professional development.
Skills and Experience
* Experience in social housing or a lettings environment.
* Proven ability to deliver customer-focused services.
* Effective communication skills with internal and external customers, demonstrating tact, diplomacy, and sensitivity.
* Problem-solving skills with a fair and logical approach.
* Strong numeracy, IT, and literacy skills.
Personal Qualities, Values, and Behaviours
* Understanding of diverse social, cultural, and racial backgrounds.
* Customer-centric approach.
* Integrity and honesty in actions.
* Respectful treatment of others.
* Continuous improvement mindset for customer experience and organizational efficiency.
* Passion for making a positive difference.
* Proactive problem-solving attitude.
* Commitment to NCHA's CLEAR values.
Other Role-Related Requirements
Maintaining up-to-date knowledge of legislation and best practices, and identifying personal training needs to ensure high standards of service.
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