Job Title: Leasehold and Sales Officer (Staircasing)
Department: Resident Services
Responsible to: Head of Income and Service Improvement
Responsible for: Customer contact regarding shared owners purchasing more shares in their homes. Assisting in all aspects of Leasehold, Sales and Property Management services
Grade: Grade 5
Qualifications: Experience of Sales, Leasehold, Shared Ownership, and Property Management; Computer literate to intermediate level; Property Marketing and Presentation skills
Date of Review: November 2018
Basic Level DBS Check
This role has been assessed as requiring a Basic Level DBS Check as staff may come into contact with the Group’s residents or tenants. This level of check provides the Group with information regarding any unspent (current) convictions.
1. Purpose of the Job
1.1 To assist the Head of Income and Service Improvement in the achievement of the sections objectives to increase the number of customers buying more shares in their homes and to ensure the delivery of high-quality services to agreed standards in relation to all Low-Cost Home Ownership customers.
1.2 To contact all relevant customers, within the terms of the Financial Conduct Authority regulations, to give advice and information relating to the purchase of more shares in their homes.
2. Main Tasks
2.1 Provide an efficient and effective sales services to shared owners.
2.2 Interview and evaluate all relevant shared owners seeking to increase their home owner’s equity share and ensure they fully understand their rights and obligations.
2.3 Evaluate and take reasonable actions when assessing customers’ ability to enter increased financial commitments in accordance with the Associations policies and procedures.
2.4 Process legal and other documentation at various stages of the sales process and ensure that the comprehensive records are kept, and statistical returns are updated monthly.
2.5 Liaise with the various external agencies involved in the sales process e.g. solicitors, building societies, surveyors, valuers etc, to ensure that sales are completed in accordance with legal and other requirements as quickly as possible.
2.6 Support the Leasehold and Sales Manager in the promotion of the Group’s Low-Cost Home Ownership programme
3. Knowledge & Abilities
3.1 Have an understanding of Low-Cost Home Ownership initiatives, together with relevant sales and property marketing skills.
3.2 Have the knowledge and application of Welsh Government LCHO guidelines.
3.3 Have an understanding, knowledge and operational experience of leasehold management.
3.4 Have an understanding, knowledge of the Landlord and Tenant legislation together with Leasehold enactments together with operational experience.
4. Managing Others
4.1 Assist new or less experienced employees, or temporary staff, to become familiar with work methods and processes.
5. Working with Others
5.1 Liaise and advise with other departments/Group Members, clients and agencies on Sales, Leasehold, and similar services provided and undertaken by the Leasehold and Sales Section.
5.2 Co-ordinate and consult with finance staff in relation to potential sales.
5.3 Instruct solicitors, valuers, surveyors and similar professional companies or individuals, as appropriate, in relation to all aspects of the sales, (staircasing), services provided by the Leasehold and Sales Section
6. Problem Solving / Decision Making / Innovation
6.1 Resolve issues within established procedures and working practices.
6.2 Deal with and resolve complaints and disputes with shared owners or client in a prompt and efficient manner.
6.3 Recommend alternative resolutions to shared owners such as lease extensions.
6.4 Research, investigate and evaluate innovative mortgage opportunities.
6.5 Research, investigate and evaluate alternative Sales initiatives that could benefit the Group.
7. Use of Technology
7.1 Knowledge, understanding and application of Microsoft software applications – Outlook, Microsoft Project, Word, Excel, Access and PowerPoint
7.2 Knowledge, understanding and application of Housing Management and/ Information System software.
8. Budgets & Cash Handling
8.1 Manage any budget allocated to this post.
8.2 Be responsible for managing and handling of cheques and cash received/collected in relation to this post.
9. Unsocial Conditions / Special Circumstances
9.1 A flexible approach to the role is required which may include occasional evening and weekend working together with periodical meetings out of the area of operations which may require out of hours travelling and occasional overnight stay.
10. Group Core Responsibilities
10.1 Be responsible for establishing good working relationships both internally and externally.
10.2 Be responsible for the application of Health & Safety practices within the daily operations, sharing a common responsibility for Health & Safety across the Group.
10.3 Comply with the Group’s Risk Management Strategy, identifying and mitigating against risk.
10.4 Be responsible for the application of Equal Opportunity practices in accord with Group policy and procedures within daily operations.
10.5 Comply with Standing Orders and Group Policies and Procedures and make known to Senior Officers any areas which are not adequately covered or are defective.
10.6 Perform any other reasonable task as determined by the Manager, Director, Group Chief Executive, Group Deputy Chief Executive or Board of Management