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- Answering queries and offering efficient support to residents, colleagues, and external contractors, over the phone, via email, and in person.
- Managing the report of complaints and concerns with empathy, ensuring every resident feels listened to, valued, and cared for.
- Logging and scheduling new repair and maintenance requests for our residents.
- Using our Housing Management System Civica (Cx) to record all interactions and schedule repair requests
- Working behind the scenes to keep everything running smoothly, from accurate record-keeping, to coordinating with our internal teams.
- Provide key administration duties for and on behalf of the Housing and Property Teams.
- Provide advice and guidance to residents, leaseholders and other occupiers on matters relating to the tenancy, how to pay rent, welfare entitlements and tenants’ rights.
- Ensure residents are aware of their responsibilities and our expectations under the tenancy agreement.
- Ensure we comply with our obligations in line with the tenancy agreement and our policies.
- Issuing of rent statements, payments cards, Direct debit/Standing order mandates to enable residents to pay their rent and service charges on time every time, promoting a positive payment culture.
- Coordinating all residents enquiries, ensuring the enquiries are passed on to relevant individuals, teams or departments for a response in a timely manner.
- A Passion for People: You love helping others and have a natural ability to connect with people from all walks of life.
- Top-Notch Communication Skills: You’re a great listener, clear communicator, and can keep your cool even in challenging situations.
- Problem-Solving Skills: No problem is too big or small – you thrive on finding solutions that make everyone happy.
- Customer Service Experience: If you’ve worked in customer service before, that’s a plus! Experience in housing is also a bonus, but we’re happy to train the right person.
- Tech Savviness: You’re comfortable using Microsoft Office and can quickly learn our internal systems.
- Ability to Organise and Prioritise: Ability to work under pressure and prioritise workload, manage competing priorities and have good organisational skills to meet performance targets/deadlines.
- Equivalent to 22 days paid annual leave (excluding bank holidays), increasing to the equivalent of 25 after 5 years’ service (pro rata)
- Comprehensive and flexible induction provided and ongoing support
- Free Enhanced DBS Check
- 45p mileage allowance (per mile)
- Cycle to Work Scheme
- Pension Scheme - Death In Service Cover Included
- Company Sick Pay – Linked to length of service
- Medicash Employee Assistance Programme, which provides a range of free services
