This role: Housing Advisor known internally as a "Customer Transitions Advisor
Salary: £39,841 - £41,938 (Dependent upon experience)
Contract Basis: 12 Month FTC based on a 37.5hr week
Please be aware that this position is based fully on-site, with no opportunity for hybrid working. Applicants must hold a full UK driving licence and have access to their own transport, as these are essential requirements for the role.
Here at MTVH our customers are at the heart of all we do and as a Customer Transitions Advisor based within our Special Projects team you will be responsible for liaising with our customers at Pennine and Mendip House to support them with moving out of their homes on a permanent basis. The CTA will ensure that customers are kept well informed throughout the project, working alongside them to ensure the process of moving home is as smooth as possible whilst considering the needs of the customer. It will be essential for us to provide a quality service for all our customers at Pennine and Mendip House, showing empathy and compassion will be key to delivering this project successfully for our customers and MTVH.
The CTA role will be based at our office in Mendip House, Edmonton, given the nature of the project its key for us to have a real presence within the community.
Key Responsibilities and Outcomes
Leads on communications with customers relating to having to move on a permanent basis, keeping them engaged and informed throughout the project.
Ensuring that we understand the needs and requirements of customers to enable a smooth transition to their new home.
Act as the key contact with Customer Services and other Directorates to understand the needs of the customer.
Contribute to internal and external communications with customers and colleagues in the form of digital and hard copy options.
Produce weekly updates for each site you are supervising.
Produce regular updates to customers living in the blocks under your control, on at least a monthly basis.
Use systems and information to quickly develop an understanding of the diverse needs and vulnerabilities of individual residents living in each block within the project.
Taking ownership of customers complaints and enquiries; responding to them in a timely manner and in line with policies.
Track, log and monitor all customer communication.
Liaise closely with the Contractors and other departments, to ensure smooth clear communication lines.
Support the Project team to achieve the overall objectives of the project.
Assist the Customer Experience Manger to continuously review and improve current processes to improve service delivery and customer satisfaction.
Proactively ensure that all data is uploaded to systems, to create an effective overview of the project and our customers.
Conduct viewings of empty properties (in any location) with new customers and complete new tenancy sign ups
Manage operational budgets to ensure that we remain within the agreed figures c.£60m.Ensure procurement is undertaken in line with corporate policies for services such as removals.
Ensure all payments remain in line with Delegated Authority.
When required work unsociable hours to attend evening meeting with customers, also willing to travel within region / across regions
Personal Competencies Skills / Experience / Knowledge
Empathy with the values and ethos of the organisation
Flexible approach to work
Self-motivation with a positive attitude and the ability to work on own initiative
Strong commitment to safeguarding vulnerable customers
Confident and experienced collaborator
Housing Management best practice
Knowledge of project management
Strong communication and presentation skills
Good understanding of tenancy and decant process
Knowledge of income processes, benefits systems and arrears management
Ability to maintain attention to detail in a busy environment
Experience of providing a high level of customer service
Natural problem-solving skills
Strong ICT capability, EXCEL, WORD etc
Proven prioritisation skills
Considerable independent travel is required to fully meet the responsibilities of this role
Experienced Team Worker
To meet our commitment to providing safe, high-quality services to our customers we will complete a Basic background check with the Disclosure and Barring service, once an offer of employment is made and renewed on a 3 yearly basis. The cost of the check will be included as part of the companies onboarding process.
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