As a Neighbourhood Officer working in your patch you will manage and be accountable for customer relationship matters. You will deliver directly a range of tenancy services and collaborate and gain support from specialist teams in the customer relations directorate and the assets & growth directorates in order to achieve this objective.
A vibrant, confident and independent leading social housing association with ambitious plans, backed by strong finances and excellent colleagues.
You will be responsible for:
You will provide a wide range of tenancy services (including tenancy compliance and fraud; lettings, transfers and exchanges; anti-social behaviour) in your patch of circa 900 homes.
You will ensure that in your work there is a clear focus on tackling non-compliance (including taking enforcement action including attending court proceedings) as well as supporting customers who need help to avoid tenancy failure.
You will build positive open and trusted relationships with elected members, residents' groups, local authority departments, the police and other key partners operating in your patch particularly on issues that require a multi-agency approach to resolution.
You will build relationships with new customers in your patch, including accompanied viewings and handovers; ensuring that all customers are aware of their contractual obligations and are supported in accessing their account and managing their tenancy transactions online.
You will work to identify those customers at high risk of tenancy failure, prioritising support and where required procuring specialist advice and action through the tenancy support coordinator and money adviser services.
You will work closely with the customer relations (access & support) team to deliver a streamlined onboarding of new customers including coordinating the availability and suitability of empty homes in the area.
You will work collaboratively with the designated customer relations partner (rent) for your patch to support them in ensuring compliance, including carrying out visits in the field.
You will play a key role on customer relationship management in relation to asset related services, including taking an active part in any major investment, regeneration or development projects, on your patch.
You will support the development of the knowledge bank and scripts to ensure an effective and responsive service for customers.
You will ensure that you are fully aware of your safeguarding responsibilities and act as a focal point for internal and external communication and action on your patch including the attendance at case conferences.
Skills and experiences
Understands the needs and service requirements of customers and communities
Good understanding of the application of relevant tenancy law and sanctions available to us a landlord
Good inter-personal skills
Ability to build excellent internal and external relationships
Works with high levels of integrity, confidentiality and respect
Flexible and willing to adapt to change
Open to working remotely and being visible on estates
Willing to work out of hours in response to emergency situations
Qualifications and other requirements
Experience of working in a housing related discipline is essential
Part qualified or actively working towards a relevant profession qualification (e.g. CIH) desirable
Driving license and vehicle
An excellent benefits package, alongside a competitive pro rata salary of £30,000