Principal Accountabilities and Responsibilities:
1. To arrange a carry out all viewings and sign ups with customers.
2. To provide an efficient administrative function, including compiling and logging data, and responding to customers' enquiries and complaints and assisting the Voids Team to deliver an excellent service across all areas.
3. To deliver a customer focused letting service associated with letting a range of tenure types.
4. Be the first point of contact for all queries that may arise within the team, ensuring information and responses are turned around in a timely manner and in accordance with procedures, standards and targets for performance and customer satisfaction.
5. Manage all documentation and preparations required for viewings, sign ups and property receipt and handover.
6. Provide a high level of customer service with emphasis on getting things right the first time, keeping promises and taking ownership for the customer. Aim to promote self-sufficiency in our services while offering support to those that need extra help.
7. Work with partners to set, coordinate, track and ensure completion of actions with other services to get things done for the customer, which meet or exceed customers' expectations.
8. Liaise with customers and internal stakeholders to facilitate a seamless end-to-end lettings process.
9. Provide all customers with a clear and consistent level of information to facilitate a clear understanding of obligations when ending a tenancy, signing new tenancy agreements, enforce tenancy agreement terms, and recharge with outgoing tenants.
10. Maintain and coordinate the provision of an induction pack for new customers and work with the frontline housing management team to comply with the administration processes.
11. Quality check customer and property data pre and post sign up to ensure compliance with policy and local government.
12. Providing information about the Council's lettings by completing CORE logs for each general needs letting.
13. Improve the collection of people and property related data including photographs throughout lettings process and enter it into relevant systems.
14. Ensure that affordability assessments and other relevant pre tenancy checks are carried out to assess tenancy sustainability and assist in the process of identifying potentially vulnerable tenants who may need support to maintain their tenancy.
15. Offer proactive resolution of customers' complaints and members' enquiries regarding the service ensuring all issues are remedied and a formal response is provided concluding the case within the legislative framework.
16. Engage in organisational change activities and actively look for ways to improve service efficiency and develop a continuous improvement approach in service delivery.
17. Maintain accurate customer records in all required systems both in the office and out on site including logging of resident feedback and engagement activities in real time.
18. Coordinate bookings and appointments to ensure smooth progression of voids works in multi-agency setting. Ensure records are kept up to date and information circulated to all relevant stakeholders including contractors, Housing Needs, Neighbourhood Services, Rent Accounting, Adaptations and Regeneration teams.
19. Work to ensure all contractors are working together to achieve the required turnaround and high level of works including dealing with any communication issues that may arise. Use of escalation to appropriate contract managers where difficulties may arise.
20. To input void and maintenance specifications received from surveyors/contractors and other sections of the Council.
21. To ensure that all properties are relet in line with agreed standards, ensuring that all compliance certificates have been received prior to sign up and tenants are issued with copies as part of induction pack.
To apply reach out to me on :
02030471496
Eden Brown Synergy is an equal opportunities employer.
Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.
Lettings officer - Brent
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