Tenancy & Leasehold Officer

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Job description

Tenancy and Leasehold Co-Ordinator

• Location: Camden, London
• Salary: 19. 53 PAYE - 24.24 Umbrella
• Job Type: Full-time
• Hybrid working: 2 days in the office, 3 days work from home
• 3-6 month contract

One of our high-profile housing association clients managing approximately 16,000 homes across London and the South East is looking for a temporary Tenancy and Leasehold Co-Ordinator.

The role will sit within the Customer Operations department, which delivers a range of customer services through front line teams and specialist teams for our residents. This includes the corporate Customer Service Centre, income collection, Right to Acquire and staircasing's, allocations and resident management and rent and service charge setting. Customer Operations also provides legal services to the organisation.

The successful candidate will be responsible for dealing with any queries from residents, leaseholders, shared owners and social tenants that are too complex to handle in the Customer Service Centre, with the objective of continually reducing customer complaints.

Day to Day of the role:

• Act as a customer service champion, owning and resolving all contacts through to completion, implementing innovative and creative solutions.
• Assess and resolve a wide range of complex enquiries in line with established processes, aiming to provide an outstanding customer experience. This includes, but is not limited to, permissions, licenses, sub-lettings, assignments, tenancy visits, tenancy checks, general queries.
• Resolve queries completely, liaising seamlessly with other teams, and making swift decisions to enhance customer experience.
• Utilise and promote various technologies to communicate with customers.
• Record information relating to all interactions accurately and efficiently using necessary business systems.
• Conduct home visits, site visits, or office appointments to meet residents as required.
• Achieve personal and business objectives, service level agreements, and quality standards to maximise customer satisfaction.
• Collaborate with internal colleagues, partners, and stakeholders to ensure the best possible experience for customers.
• Represent the organisation professionally and contribute to its reputation through all customer contact channels.

Required Skills & Qualifications:

• Excellent standard of numeracy and literacy.
• Exceptional customer care and communication skills, both oral and written.
• Resilient, able to work within tight statutory constraints in a high-pressure environment.
• Leasehold experience essential
• Ability to build excellent relationships across the business with all relevant stakeholders.
• IT literate with knowledge of Microsoft Office applications.
• Self-motivated, assertive, and confident.
• Experience in resolving residents' queries for homeowners or tenants, or both.
• Dealing with complex queries and challenging individuals effectively.
• High-level knowledge of the statutory, legal, and contractual framework around tenancy and homeownership management.

Desirable Skills & Experience:

• Understanding of service charges, income collection, leasehold, repairs, sales, lettings.
• Working towards membership of the Institute of Customer Service or any other relevant qualification.

To apply for the Tenancy and Leasehold Manager position, please submit your updated CV to Wendy at Reed.

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