Role Summary To promote mutual exchanges as an accessible housing option for TCH residents. To oversee the mutual exchange process, ensuring residents are supported throughout the process, performance targets are met and risks to the organisation are minimised. To provide an efficient administration service to the Housing Options and Neighbourhood Housing Team to ensure the business area is managed effectively. Hours of work: 35 Probation Period: 6 Months Contract: 1 Month Why Choose Us * Contributory pension scheme 4% to 10% matched contributions * Hybrid working * Free onsite car parking * Life assurance of 4x annual salary (Terms and Conditions apply) * 30 days annual leave in addition to bank holidays * Two volunteer days per year * Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions) * Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses * Extensive annual Staff Wellbeing programme * Enhanced maternity, paternity, and shared parental leave provision * Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.) * Annual flu vaccinations * Access to an extensive range of corporate discounts on shopping, travel & days out * Social events, including lunchtime walking, rounders, festive Fridays * Travel loan What will you be doing? Role Specific Responsibilities Ensure that all mutual exchange applications are processed and fully recorded and are completed and submitted within the target timescales. Provide confirmation of provisional acceptance of mutual exchange applications and obtain approval for manager sign off. Ensure that all prospective mutual exchange customers are subject to verification checks. Liaise with staff in other teams and ensure that all mutual exchange properties meet legal and health and safety requirements e.g. gas safety certificates, electrical checks, and that recharges are identified and confirmed to the relevant tenants. Respond to correspondence from customers, councillors, MP’s etc within target times, effectively and within response timescales. Ensure the correct tenancy is offered, due to changes in the Localism Act. Ensure that all qualifying records for Homeswapper are checked and completed within a timely manner. Work closely with the Neighbourhood Management Team, Customer Services Team, and Income Management Team to ensure that all mutual exchanges or transfers are compliant with procedures. Prepare Choice Based Lettings (CBL) adverts. Advertise properties and process applications in line with partner Local Authority nominations agreements. Liaise with Neighbourhoods and Income Management Teams regarding viewing and sign-up arrangements. Make appropriate internal and external referrals where customers require additional support to sustain a tenancy. Maintain computer-based records including CORE and generate performance monitoring reports and information as required Use a range of software packages including Microsoft, CRM and Open housing. Raising of Purchase Orders on IPOS system and supply to the contractor as directed. Ensure changes to household composition is captured following healthy homes visits. Any other administrative functions as required. General To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible. Recognise, respect, and promote the different roles and diversity of individuals. To actively contribute towards the key performance indicators and professional standards. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. To participate in training, attend other meetings, and staff events as required. Be an effective member of your team, presenting a positive impression of your section and the Group. Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements. Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately. Maintain awareness of budget requirements and value for money while delivering your role. Consider and highlight any risk to the organisation or individuals whilst delivering your role. Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly. You will be expected to travel to our other sites for meetings, training etc as reasonably required by your line manager. About You Education & Qualifications Maths and English GCSEs or equivalent skills or experience Key Skills & Competencies Working in a customer facing environment with demonstrable customer care skills (Desirable) Providing housing related advice and information (Desirable) Processing and recording information accurately and in a clear and concise way Ability to store and retrieve data on a computer and competent use of Microsoft Office Understanding and sensitivity to confidentiality and data protection. Commitment to Customer Care - The desire to address the needs of customers in a way that shows commitment to excellent customer service. Communication - Able to communicate effectively, clearly, and sensitively, verbally and in writing with people having a broad range of roles and capabilities. Analytical Skills and Business Awareness - Able to analyse information and data logically and reaches sound conclusions. Understand the business environment of TCH. Relationship Management - The ability to interact and build productive relationships internally and externally Resilience - Demonstrates resilience in pressured and stressful situations Self Management - The ability to organise and prioritise work, meet deadlines, work under pressure, and handle a number of tasks simultaneously and accurately. Personal commitment to TCHG corporate values and objectives and culture of continuous service improvement. Change - The flexibility to adapt to changing workload demands and new organisational challenges Our Values Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done. Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites. Equal Opportunities Statement TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH. We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process. Applications Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications. Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer. Key dates Applications Close: Monday, 2 June 2025 Interview Date: Tuesday, 10 June 2025