Responsibilities:
1. Achieve Customer Service Standards.
2. Ensure the delivery of Our Customer Promise.
3. Deliver all KPIs as set out within operational/service improvement plans and individual objectives.
4. Maximise income for both arrears management, lettings performance, and void turnaround, working with the CSC and Property Colleagues.
5. Work with Colleagues to gain access to properties when required, to ensure H&S requirements are met.
6. Collaborate with Development in the delivery of new homes.
7. Monitor service charges setting and presentation of information to customers in person and in writing.
8. Hold a current UK driving license and be able to travel for work, including lone working where needed.
Qualifications:
1. Experience in a customer-focused role with effective relationship-building, negotiation, and conflict resolution skills.
2. Ability to self-manage and prioritise; capable of making sound evidence-based decisions, including in a lone working/mobile working environment.
3. Adapt communication style appropriately to deal with valued behaviours.
4. Manage conversations and meetings, drawing them to a timely conclusion.
5. Excellent knowledge of housing and neighbourhood management, housing law, Universal Credit, and welfare benefits and reform as it relates to the work of a Registered Provider.
6. Able to work in a multi-agency environment.
7. Effective written and verbal communication skills, including computer literacy.
8. Ability to manage and prioritise heavy workloads and meet conflicting deadlines.
9. Understanding of relevant environmental and social issues and their impact on service.
10. Willingness to learn and share new ways of working and undertake required qualifications such as CIH level 3 or equivalent.
Goals:
1. Improve customer access to services and business efficiency by raising awareness of varied customer access channels.
2. Develop and maintain strong working relationships with Customer Service Centre (CSC) colleagues to achieve key performance indicators.
3. Respond to requests from property colleagues on supporting individuals/groups of customers with initiatives that address their needs.
4. Manage estates to maintain standards, including carrying out regular inspections with stakeholders and customers.
5. Support active customer groups and promote Home as the landlord of choice.
6. Liaise with property colleagues and provide information to inform Planned Work programmes and actions arising from Fire Risk.
Additional Responsibilities:
1. Develop relationships across Home Group to support the organisation and colleagues in achieving results and improved performance.
2. Assist in effective risk management and ownership.
3. Undertake training designed to support you in your role.
4. Ensure staff under your supervision perform duties in accordance with Health and Safety Policy and Procedures.
5. Promote equality and diversity as an integral aspect of working at Home and lead by example.
6. Undertake any further duties as requested by your Line Manager commensurate with the level of your post.
Barker Ross Group values diversity and promotes equality. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
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