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Job Description
Job Title: Housing Officer
Contract Type: Secondment until May 2025
Salary: £33,487.46 (£35,168.63 is achieved after 12 months successful performance in the role)
Working Hours: Full time 35 hours per week
Working Pattern: Monday to Friday/ Hybrid
Location: Colshaw Farm Estate, Wilmslow
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Housing Officer
This post is for 9 months and will give an opportunity for the successful candidate to gain valuable experience working as a Housing Officer to cover a busy Housing Patch based in Cheshire Covering the Colshaw Farm Estate along with a small, dispersed area in the Greater Manchester and Trafford area. This role will require someone to maximise the economic viability, social sustainability, and self-sufficiency of the tenancies in their patch through targeted support, services, and action, establishing and maintaining strong relationships with customers, acting as an ‘Account Manager’, advocating for the customer to ensure that other teams are providing services to the expected level.
About You
We are looking for someone with a proven track record of delivering a high-quality customer service function, preferably in the housing sector including effective stakeholder management, both internally and external to the organisation. We require someone who also has a proven track record of successfully solving difficult problems and demonstrating initiative to proven activities.
Working With Us, You’ll Enjoy
* Competitive pay & generous pension
* 28 days holidays plus bank holidays
* Flexible working options available
* Investment in your learning, personal development and technology
* A wide range of benefits
Diversity And Inclusion At Riverside
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Role Profile
* Pro-actively manage, maintain and improve designated social housing neighbourhoods; dealing with all aspects of tenancy conditions, including service failures, creating, promoting and adopting a culture of customer care in accordance with agreed processes, standards, timescales and targets.
* Accountable for maximising and increasing income collection, working in partnership with Shared Service colleagues to ensure good payment practices are established from tenancy start, support customers with benefit claims, signposting for advice and carrying out home visits during arrears pursuance process.
* Represent the Group in Court for all cases brought against customers in your designated area, ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up to date with developments and outcomes.
* As an “Account Manager” for the customer and property, be responsible for identifying issues which can be resolved with early intervention, be responsible for liaising with internal & external stakeholders to ensure services and actions are effective and efficient to build lasting, satisfactory and sustainable tenancies.
* Accountable for ‘patch profitability’, minimising void rent loss, identify cash leakage, working in partnership with Shared Service colleagues to carry out inspections, property viewings and managing tenancy sign ups and new tenancy visits.
* Manage a delegated discretionary budget, making decisions regarding the allocation of your budget, ensuring Group financial controls are adhered to robustly and effectively.
* Provide quality assurance for all communal areas in your patch, escalating contracted service failures to the relevant contract owner for resolution, and resolving other issues using the relevant procedure.
* Other Information: You will be required to work a range of shifts on a 24 hour, 7 days per week rota basis. You will undertake regular training to enable you to deliver your role safely. From time to time you may be required to undertake additional duties and responsibilities of an equivalent nature, in consultation with your Line Manager.
Person specification
Essential Knowledge, Skills and Experience
* Proven track record of delivering a high quality customer service function, preferably in the housing sector.
* Effective stakeholder management, both internally and external to the organisation.
* Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business.
* Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
* Proven track record of successfully solving difficult problems.
* Proven track record of demonstrating initiative to proven activities.
* Ability to remain calm in a pressurised environment.
* Proficient use of a range of IT packages including Microsoft Office.
* Excellent team player who can work flexibly to meet business requirements.
Desirable
* Experience of agile/flexible working.
* Experience of forecasting and managing a budget.
* Experience of setting work priorities and arrangements, being self-led and working with minimal supervision.
About Us
Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.
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