To lead on the delivery of excellent customer relations within the Housing team, working on specific projects where extensive engagement with residents is required to support them through major works programmes. This will include developing and managing the implementation of a resident involvement strategy for planned and major works, and being a key point of contact, ensuring that residents receive the support they need.
Works jointly with colleagues in the Housing Management (tenancy management, lettings, income, resident services and reception team, estate services and improvements) and Asset Management Teams, across Octavia, and with relevant external agencies to ensure delivery of co-ordinated services which achieves a high level of resident satisfaction. Whilst being able to ensure that vulnerable residents and those affected by welfare reform are effectively supported and able to sustain their tenancies.
THIS ROLE IS A 24 MONTH FTC.
Key Responsibilities
For this position, we have listed the requirements we believe are essential for this role:
Experience
The salary for this role is £34,700 per annum with up to 10% pension contribution.
We also offer a fantastic additional benefits:
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
Works jointly with colleagues in the Housing Management (tenancy management, lettings, income, resident services and reception team, estate services and improvements) and Asset Management Teams, across Octavia, and with relevant external agencies to ensure delivery of co-ordinated services which achieves a high level of resident satisfaction. Whilst being able to ensure that vulnerable residents and those affected by welfare reform are effectively supported and able to sustain their tenancies.
THIS ROLE IS A 24 MONTH FTC.
Key Responsibilities
- To be the primary point of contact for residents having work carried out to their home, estate or communal area attending pre-work surveys as required
- Regularly visit sites, open properties, and ensure residents are kept fully informed of what work will be taking place and when through effective communication mediums
- To organise, deliver and attend programmes of resident liaison/meetings where there is a need to consult residents on investment issues
- Preparation and delivery of pre-works information for residents. This may involve supporting other teams or departments
- Develop good knowledge of our residents, the communities in which they live and act as an internal and external advocate of resident priorities to help deliver Octavia's vision of "Good Homes, Better Lives". This includes working closely with Octavia teams and developing positive relationships with local stakeholders
- Leads on resident consultations and promote resident involvement and engagement. This includes arranging and playing a lead role in resident meetings
- Work with the Housing and other teams on decanting residents to suitable accommodation as required
- Identify and assist vulnerable tenants both directly and indirectly via liaison and/or referrals to Octavia's care and Support team and or external agencies
- Manage expressions of dissatisfaction and complaints effectively by seeking to resolve at first point of contact, drafting first stage complaints, and identifying lessons learnt and required service improvements
- Achieve defined resident measures and performance metrics as required
For this position, we have listed the requirements we believe are essential for this role:
Experience
- Demonstrable experience of working in a customer service environment
- Demonstrable experience of working in housing, specifically resident liaison
- Successful working with other agencies
- Good understanding of social housing & neighbourhood management issues
- Understanding of landlord and tenant relationships and responsibilities
- Excellent interpersonal skills including verbal communication
- Excellent written communication skills & ability to write accurate & clear correspondence & reports Numerate
- Good time management skills, ability to prioritise, work to deadlines & meet targets
- Demonstrable ability & commitment to working with tenants in line with Octavia's aims to build happier lives and resilient communities
- Able to form and maintain good working relationships at all levels internally & externally
- Ability to resolve, anticipate & prevent problems
- Able to take responsibility & work independently & flexibly
- Effective negotiating skills
- Ability to deal with tenants sensitively & with care
- Self-sufficient in use of Microsoft Office (Word, Excel, Outlook) and use of CRM (Customer Relationship Management Systems)
The salary for this role is £34,700 per annum with up to 10% pension contribution.
We also offer a fantastic additional benefits:
- Flexible-working
- Life Assurance
- Employee Wellbeing App/ Mental Health Support
- Online GP Service
- Cycle to work
- Opportunities for self-development with over 60 courses available to self-enrol
- Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.