- Log details of calls for future reference
- Answering queries from members via other methods of contact (email, live chat, online forum etc.)
- Achieve the required standards of performance based on KPIs including call answer rates and maintain high levels of satisfaction, measured through feedback, call assessments and other measures
- Actively listen and respond with practical solutions and focused advice
- Provide supplemental information/resources to support the advice provided including signposting to third party services or training
- Contribute to identifying gaps or inconsistencies within the NRLA knowledge base and developing content to rectify these
- Feedback issues that landlords are facing to colleagues to ensure that consistent messaging / content can be developed and represents the NRLA view
- Propose improvements to NRLA content to improve the member journey and internal processes
- Be proficient in technologies that support the team including CRM, phone systems and navigation of the website
- Demonstrate a sound understanding and use of team processes, suggesting improvements when identified
- Ensure compliance with relevant legislation at all times including GDPR
- Identify development needs on the Private Rental Sector, including legislation and use content available (via the NRLA website/ CPD / self-learning / accreditation etc.)
- Actively attend and participate in knowledge sharing and workshop activities including regular training courses that will enhance knowledge in the organisation
- Ensure call assessments are to a set standard
- Call handling skills held to a set standard
- Educated to GCSE level as a minimum and must include English and Maths
- Experience of the private rental sector or social housing either from local authority, working for a letting agency or property management company, or through being a landlord
- Experience of working in an administration/ office environment or home working
- Experience of dealing with the public with regards to listening skills and resilience
- Understanding of Landlord and Tenant Law
- Knowledge of Private Rented Sector
- Must be familiar with the General Data Protection Regulations (GDPR)
- Must be self-organised and represent the NRLA and work in a professional and confidential manner
- Excellent interpersonal skills and communication skills
- Excellent customer service skills
- Professional telephone manner with the ability to build a rapport and keenness to help others from an advisory capacity including signposting and supporting members
- Good knowledge of Microsoft Office and similar packages and able to work with and adapt to new technologies
- Ability to work successfully within a team or on own initiative
- Be able to demonstrate an excellent attention to detail
- Ability to work under pressure
- Able to digest information quickly and translate to members in a clear manner
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In Work Support Advisor - Manchester, United Kingdom - National Residential Landlords Association - NRLA
Description
Introduction to the NRLAThe National Residential Landlords Association is the UK's largest membership organisation for private residential landlords, supporting and representing over 100,000 members.
The association was created from the merger of the RLA and NLA in April 2020.NRLA members range from full-time landlords running property portfolios to those letting single bedroom flats.
Whatever their status, most landlords face the same regulatory and legal challenges, with over 150 pieces of legislation creating hundreds of legal obligations for the private residential lettings sector.
In September 2023, the NRLA acquired Safe2, a provider of all forms of property safety certification.Safe2 provides landlords with a single compliance service to ensure gas, electrical safety and energy performance certificates are up to date.
The NRLA is always looking for enthusiastic and ambitious people to join the team.Our colleagues work from either Central Manchester or Central London with the option to work hybrid between an office location and home.
Employees are able to work from home for up to 4 days per week.As a small/medium-sized company, we expect and require our people to be adaptable and flexible in their role and willing to try out innovative approaches and develop new skills.
In return, we aim to provide a positive working environment where people can learn and develop with the support of other colleagues.
Our members provide over 80% of our revenue and so their satisfaction is vital to our long-term success.Accordingly, we want to attract people who understand this and can always challenge themselves to try to deliver a better service.
In return colleagues will receive a competitive salary and benefits package.NRLA benefits are as follows:
25 days annual leave increasing to 26 days with 3 years' service, 27 days with 5 years' service and 28 days with 7 years' serviceAdditional annual day off for your birthdaySalary Sacrifice Pension schemeLife assuranceCash plan health and wellbeing benefit including EAP and counselling serviceCompany sick payCycle purchase loans, season tickets loans and interest free staff loansComplimentary NRLA membershipNon contractual annual bonus scheme relating to individual and organisational performance
Advising Landlord Members:
Answering calls from members providing a consistent and informed response to detailed queries about the private rental sector (PRS)
Internal Processes:
Personal Development:
