The role of Homeownership Services Officer will include:
1. Deliver a responsive and customer focused homeownership and leaseholder service which meets the needs of current and future homeowners and leaseholders and the wider community, identifying and implementing improvements, in line with Sanctuary Housing Services' business plan
2. Effectively resolve ownership and leaseholder enquiries within the relevant quality and regulatory frameworks and procedures, ensuring that actions and outcomes are recorded accurately and promptly in line with Data Protection and other relevant policies
3. Develop and maintain relationships with key internal and external stakeholders to ensure the effective management of housing services to owners including those living on mixed tenure estates, identifying any shortfalls in service delivery and ensure these are acted upon or escalated, as necessary
4. Ensure that communication in verbal and all written forms complies with Group policy and customer service frameworks to meet standards of accessibility and contribute to the quality of customer service for all stakeholders
Skills and experiences:
5. NVQ3 level qualification in business administration or customer service
6. Recent experience of undertaking a similar role
7. Significant experience delivering customer service excellence
8. Proven knowledge of relevant regulations, legislation and good practice
9. Understanding of managing the delivery of housing services
10. Demonstrate expertise in service charges and the ability to communicate these clearly and confidently to customers
Why work for us?
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.
Our Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
11. 25 days annual leave (rising to a maximum of 30 days) plus public holidays
12. A pension scheme with employer contributions from Sanctuary
13. Life Assurance
14. Employee Advice Service including counselling
15. Cycle to Work scheme
16. Voluntary health plans
17. Employee discounts
18. Wellbeing support and tools
19. Employee recognition scheme
20. Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
21. Role salary is £35,947 (rising to £37,839 after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)