Allocations & Onboarding Officer - Camden, United Kingdom - Reed Business Support

Reed Business Support
Reed Business Support
Verified Company
Camden, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

My client helps people to live better by providing high quality homes and care across London and the South East.

They manage approximately 17,000 homes and work hard to make a positive difference to our residents' lives by promoting aspiration, independenceand well-being through a range of training and support services.


The role will sit within the Customer Operations department, which delivers a range of customer services through customer facing teams and specialist teams for our residents.

Our new Customer Experience Strategy is promoting Customer First, putting our customersat the heart of what we do.

The department has wider responsibility for all housing and customer related functions and includes the corporate Customer Service Centre, income collection, allocations, resident management, community safety and rent and servicecharge setting.

Customer Operations also provides the corporate complaints service to the organisation.

Lettings and Onboardings Officers work in the Allocation and Customer Onboarding team and are responsible for the letting and effective management of empty homes across all tenures

  • Provide a professional and responsive allocations and onboarding service and the management of empty homes with due regard to corporate policy, published guidance, nomination agreements, and regulatory and legislation requirements.
  • Ensure homes are let within all landlord/freeholder obligations, properties are advertised accurately, all relevant property and household checks are carried out, the correct tenancy is issued and the correct charges applied.
  • Provide a seamless and skilled welcome for our new customers, from advertising the property right through to them being settled into their new home, ensuring they are aware of their responsibilities and the services and standards they can expect and thattheir details are correctly recorded in the relevant IT systems.
  • Take a proactive approach to all aspects of lettings that includes (but is not limited to) home visits, tenancy terminations, property inspections, viewings and mutual exchanges to ensure satisfactory levels of performance that achieve or exceed agreedtargets and objectives.
  • Ensure the correct policies, procedures and processes relating to lettings, sign ups, tenancy commencements and voids are followed, that the property meets the lettable standard, and any outstanding repair or estate maintenance issue is reported and followedup.
  • Liaise with local authorities, other social landlords and partner agencies to deliver the service and to meet nomination agreements and achieve policy objectives and key performance indicators.
  • Contribute to the team and other departments through active and constructive participation, providing support to colleagues as necessary to embed a Customer First culture and deliver the service customers expect and a home that meets their expectationsand needs.
Essential Skills and Experience

  • Educated to GCSE or equivalent
  • Good level of IT skills and literacy, comfortable working flexibly
  • Experience of lettings and tenancies
  • Good team worker with a commitment to continuous improvement
  • Understand and able to demonstrate customer care and service excellence
  • Able to communicate effectively at all levels
  • Professional, friendly, honest and open with a positive 'can do' attitude.
  • Selfmotivated, performance driven with the ability to organise own work and work under pressure
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