Department: Development Reports To: Head – Sales & Home Ownership Directly Responsible For: No direct reports Hours: 37 Overall team / department purpose This team is critical in enabling Livv Homes to grow the Shared Ownership and Rent to Buy offer in order to generate a surplus to regenerate back into the wider group. This involves increasing both the brand awareness and product offer and positioning the Group as a sector leader across the North West. Key role priorities This role is responsible for representing the Group in the sale of properties through a variety of home ownership products whilst supporting the sales team in delivering the Group’s New Homes and Investment Strategy. This involves administering the sales process and ensuring that customers receive a professional and responsive service with Group procedures adhered to. Key working relationships The role holder is required to liaise with colleagues across the Development Team and to interact with prospective /customers both in person and by telephone in respect of viewings and with a range of external stakeholders involved in the home sales process. Main duties & responsibilities - Support the Head of Sales & Home Ownership in the delivery of the Home Sales & Rent to Buy Programme whilst working to set targets. - Prepare properties for sale and rent including managing keys, activation of services and ensuring the property is handed over in line with the required standards. - Arrange and conduct viewings. - Maintain accurate records and data. - Deal with all prospective/existing customers (by telephone and in person) in a professional and engaging manner to ensure a positive customer experience. - Identify customer needs and match those needs to suitable products and services working to a specific target. - Support customers on their journey when viewing properties and through the sale and rental process, to include application assessment, obtaining a mortgage, survey results, sales progression and reaching a timely completion. - Liaise with estate agents, sales assistants on sites, solicitors, mortgage advisors, surveyors and any other parties involved throughout the sales process. - Attend site and project team meetings as and when required. - Conduct market research and competitor analysis. - Conduct day to day administration tasks appropriate to the job role and general support to the Home Ownership Team. - Ensure compliance with all other statutory or regulatory requirements in relation to property sales. - Ensure the handover process from sales to leasehold management is in a timely fashion offering a seamless customer journey. - Complete any other tasks as commensurate with the level and nature of the posts as delegated by the role’s line manager. Key measures of success - Agreed sales and rent to buy completion targets are met or exceeded. - Agreed number of new customers are brought into the Group. - Sales are progressed in line with agreed time scales. - Accurate records, systems and procedures are maintained. - Delivery of a world class customer service, including for example based on customer feedback/complaints. Livving our values Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together: Making a difference daily We invest in our people, our customers and in the creation of a fairer society. Positively open We’re open to feedback at all times, as we strive to deliver a first-class customer experience. Forging the right way We’re creating an inspiring road which others will want to follow. Together as one Our teams work on another level of cohesiveness to enable us to deliver better outcomes. Each one of us - listens to our customers and makes their needs a priority - is committed to equality, diversity and inclusivity - takes a flexible approach and works where we’re needed - follows health and safety guidelines to keep ourselves, colleagues, and customers safe - helps reduce risks by proactively communicating any potential issues to our line managers - protects sensitive information by safeguarding customer, colleague and third-party data - is guided by our policies, procedures and social aims - is dedicated to continual learning and taking ownership of our personal and professional development. Person Specification E - Essential criteria / D - Desirable criteria Education & Qualifications 3 GCSEs at Grade 4 or above (or equivalent) including English and Maths or equivalent relevant experience (E) Relevant vocational qualification or equivalent experience (E) Experience Working in a role requiring the delivery of excellent customer service (E) Working in a property sales environment (E) Skills, knowledge & ability A good working knowledge of the property sales process, including legislative and regulatory elements (E) Excellent written and verbal communication and interpersonal skills, able to communicate appropriately with people at all levels (E) Able to work under pressure to meet tight deadlines (E) Ability to work to targets set (E) Ability to develop and maintain effective working relationships with internal and external partners (E) IT skills to record and research information and complete administrative tasks (E) A good working knowledge of local housing markets (D) Knowledge of affordable home ownership products (D) Personal characteristics An organised approach to work, including good prioritisation and confidence to work on own initiative (E) A positive and proactive manner (E) Highly customer focused (E) Other Able to travel independently to a range of locations (E) Flexible approach to hours and locations worked, including a willingness to work at evenings and weekends as required (E) Give Get Go As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme. Should you wish your application to be considered under this scheme, please contact us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy. Equality and Inclusion Please visit here to read more about Livv inclusive and our approach to equality and inclusion. Disability Confident The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities. We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities. Data Protection We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes. For full details please see our Job Applicant Privacy Policy If you require any additional support when completing your application, please contact us