Factoring Officer - Glasgow, United Kingdom - Maryhill Housing

Description

Role Title:
Factoring Officer


Reporting To:

Factoring Manager


Grade:
EVH Grade 7


Job Purpose:

To assist in the effective delivery of the factoring service at Maryhill Housing and to be the key point of contact for customers who receive our Factoring services.

The post holder will be responsible for providing excellent customer service for all owner-occupiers, shared owners and private tenants.

Operating within a strong performance culture you will proactively engage with customers to provide support, advice and assistance to ensure that.

Working closely with customers and the wider community you will build relationships to improve the lives and neighbourhoods of residents living in the Maryhill and Ruchill areas.

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for.

It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.

The post holder will be responsible for a combination of the objectives described below dependent upon the requirements of the organisation.

Key responsibilities:

Working with the Factoring Manager, the post holder will be responsible for providing an excellent front line factoring service to owners in accordance with the Association's policies, procedures and statutory requirements.

**Customer Service:
- *

• Administer factoring services efficiently, professionally and in accordance with the values and policies of Maryhill Housing Association.
• Manage, administer and respond to all customer enquiries and complaints, in compliance with Maryhill Housing Association's values and policies.
• Liaise closely with Housing Services staff in relation to Estate Management issues ensuring consistency of approach and compliance with wider policies and procedures.
• Assist with the development and administration of robust and appropriate procedures for the delivery of services to customers outwith core office opening times, including home visits as determined by the needs of the customer and/or the service.
• Develop positive and respectful relationships with customers.
• Assist with strategies for measuring (and improving) customer satisfaction across all aspects of service delivery.

**Compliance:
- *

• Knowledge and understanding of the Property Factors (Scotland) Act 201
• Assist the Factoring Manager to ensure the Association's property management services are registered annually with the Scottish Government in line with the Property Factors (Scotland) Act 201
• Assist the Factoring Manager to ensure that the Association is registered with the Scottish Government as a Property Factor every three years.
• Monitor that a written statement of service is issued to all new owners within 28 days.
• Assist with the annual review of the written statement of service.

**Legal Compliance:
- *

• Support the Factoring Manager to collect and be aware of Title Deeds and Deeds of Conditions and provide internal and external advice to colleagues, partners and customers.
• Convene and deliver formal proprietor meetings in respect of reactive, cyclical and planned works in compliance with Title Deeds and Deeds of Conditions.
• Execute all works or instructions in keeping with Title Deeds and Deeds of Conditions.
• Provide appropriate and reliable information to Solicitors acting on behalf of the Association or owners.
• Arrange for new owner accounts to be set up on the Association's property management system and issue the owner a new owner welcome pack within one month of being made aware of the purchase in line with the Property Factors Code of Conduct.

Common Property Repairs:
-

• Liaise with the Property, Customer Contact, Investment and Housing Management Teams and provide internal and external advice on all aspects of reactive, cyclical and planned works in relation to services and works which relate to the factoring service.
• Provide advice to factored customers on all aspects of common property repairs.
• Apportion common property repair costs in compliance with Title Deeds and Deeds of Conditions.
• Liaise directly with Property Officers, Housing Officers, Investment Managers and contractors on behalf of factored customers in relation to works, costs and quality control.

Common Property Services:
-

• Arrange accurate invoicing of common property services in compliance with Title Deeds and Deeds of Conditions on behalf of factored customers.
• Liaise with Property and Housing Officers to monitor and review the performance of common property services in line with contractual obligations and service level agreements where a factoring service is provided.
• Continuously review the performance of common property services contractors on behalf of owners and factored customers.
• Advise owners and factored customers of common repair works and estimated costs in line with the Associations polices, procedures and legal requirements.
• Ens