Job Summary:
We are seeking an enthusiastic and customer-focused individual to join our Neighbourhood Management Services team. This role is responsible for delivering outstanding customer service to residents across multiple communication channels, including face-to-face, telephone, email, and virtual communication. The successful candidate will support the coordination and delivery of key housing services, ensuring a seamless experience for residents and providing efficient service delivery across a range of housing functions.
Key Responsibilities:
Customer Service Delivery:
Provide exceptional service to residents and visitors, addressing queries regarding tenancy matters, anti-social behavior, and housing-related issues.
Assist residents visiting reception or calling with their inquiries, offering prompt and effective solutions while adhering to the Council's values.
Handle face-to-face, telephone, email, and virtual communication with empathy and efficiency.
Neighbourhood Management Coordination:
Coordinate Neighbourhood Management Services, including mutual exchanges, tenancy visits, and Right to Buy applications, ensuring excellent customer service throughout.
Establish close working relationships with internal teams and external departments to ensure a smooth process for residents.
Reception Services:
Deliver reception services to residents and visitors attending housing office sites.
Address and resolve queries related to tenancy matters and low-level anti-social behavior, re-directing inquiries to the appropriate teams as needed.
Post and Correspondence Management:
Manage incoming and outgoing housing management post, emails, and CRM task queues, ensuring tasks are allocated to the relevant teams efficiently.
Scan and create cases from incoming correspondence and post, ensuring accurate record-keeping and processing.
Member Enquiries and Complaints Management:
Assign incoming Member Enquiries and complaints to the appropriate officers or managers for investigation and ensure timely responses.
Tenancy Documentation and Scheduling:
Ensure the timely signing of new tenancies, prioritizing this task to avoid delays in void turnaround times.
Ensure that all necessary documentation and paperwork for new tenancies are completed in a timely manner.
New Resident Support:
Create and maintain welcome packs for new residents, ensuring stock levels are sufficient for upcoming new tenancies.
Data Compilation and Reporting:
Compile and prepare relevant data for Subject Access Requests (SAR), Freedom of Information (FOI) requests, and Court files as required.
Mutual Exchange Process:
Lead the mutual exchange process, ensuring statutory deadlines are met and required surveys and certificates (such as gas and electric) are obtained.
Coordinate surveyor visits and ensure that the exchange process meets all necessary compliance and deadlines.
Skills & Qualifications:
Essential:
Previous experience in a customer service or housing management role.
Excellent communication skills, both written and verbal.
Strong organizational skills with the ability to prioritize and manage multiple tasks effectively.
Ability to work effectively as part of a team and establish good working relationships with internal and external stakeholders.
Empathy and a customer-first approach to handling sensitive issues and inquiries.
Proficient in the use of Microsoft Office and housing management software (CRM systems, etc.).
Desirable:
Knowledge of housing legislation and policies, particularly relating to tenancy matters and mutual exchanges.
Experience with processing Subject Access Requests (SAR), Freedom of Information (FOI) requests, and handling complaints.
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.