Resales & staircasing officer

Responsibilities

• Provide an effective and efficient professional staircasing and resales service to all homeowners, in line with all legal, contractual, and regulatory requirements and best practice; ensure all staircasing and resales progress per regulatory provisions, guide buyers and sellers, comply with necessary timescales, and conclude transactions in a timely manner while balancing high customer service standards.
• Deal with all staircasing and resales of existing shared ownership property in accordance with Heylo’s policy or contractual conditions.
• Ensure all staircasing progresses in accordance with lease provisions, and shared owners are properly guided.
• Handle shared ownership resales, drive sales, ensure valuations fairly reflect property value and share sold, and collect costs and fair fees per Heylo’s policy.
• Instruct appropriate professionals for staircasing or resales, evaluate their work and address inconsistencies to properly serve all parties.
• Process all documentation timely and in compliance with rules and regulations; communicate required timescales and deadlines to all parties.
• Collaborate with property management and finance teams to ensure compliance with covenants, obligations, eligibility and funding conditions; take appropriate action if misrepresentation is suspected.
• Maintain and update resales and staircasing monitoring tools; provide regular reports on sales progress.
• Effectively deal with enquiries and complaints, promote high customer‑service standards, and learn from complaints to improve practice.
• Maintain up‑to‑date, accessible records using computer systems and databases.
• Develop and maintain professional relationships internally and externally, safeguarding the organisation’s interests.

Requirements

• Passes GCSE English and Maths or equivalent or ability to operate at that level.
• Demonstrable understanding of the conveyancing process from reservation to completion.
• Knowledge or experience of leasehold/shared ownership and homeowner property sales and transactions.
• Good understanding of customer eligibility for low‑cost home ownership products.
• Understanding of the legal aspects of leasehold law and regulations.
• Associate level member of the IRPM or willingness to achieve this standard of membership.
• Effective communication skills, both oral and written.
• Effective IT skills, including property management MIS.
• Good influencing and persuading skills.
• Good verbal and numerical reasoning skills.
• Ability to deal with conflicting priorities.
• Ability to work to deadlines and under pressure.