Leasehold & Commercial Service Officer - Birmingham, United Kingdom - Citizen

Citizen
Citizen
Verified Company
Birmingham, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

We are brave, we are ambitious, we are honest, and we are Citizen*Reporting to Leasehold & Commercial Services Team Leader, you will provide a high-quality service to leaseholders, shared owners and freeholders.


You will be required to respond to, support and/or co-ordinate responses to complex or contentious service charge and lease enquiries and lease breaches.


You will build and maintain a high level of practitioner's knowledge and understanding of leasehold and freehold titles, the leasehold statutory and regulatory framework, enfranchisement schemes, and the right to buy schemes and use that knowledge to support the leasehold team by respond to internal, external and customer enquiries and provide information and support within the Group.


You will be required to deliver through effective working relationships with colleagues in the Leasehold Team and with all work colleagues to ensure a 'one team' approach to the delivery of our services.


In housing you can make a real difference, the role of Leasehold & Commercial Services Officer will involve:

  • Delivering great customer service to leaseholders, freeholders and shared owners.
  • Working flexibly as part of a team of six, at home, in the office and on the patch.
  • Working closely with Citizen colleagues outside the Leasehold Team, and with external colleagues such as solicitors and managing agents.
  • Reviewing service and estate rent charges, managing customer enquiries
  • Administrating and guiding customers through legal processes such as Leasehold and Freehold sales, lease extensions and variations, as well as daytoday adhoc enquiries.
  • Explaining Landlord and Leaseholder responsibilities to customers and colleagues.
  • Assisting with and, in some cases, managing complaints and breach of lease proceedings.

As a Leasehold & Commercial Services Officer, we need you to have:

  • Excellent customer service skills with a desire to take ownership of customer queries and follow them through to completion.
  • Ability to effectively manage a patch of approximately 750 leasehold, freehold and shared ownership properties.
  • Strong literacy and verbal reasoning skills so that you are able to decipher, understand and advise on responsibilities within a wide range of leases.
  • Ability to decipher and understand lease agreements and other legal documents.
  • Strong numeracy skills to understand how service charges have been calculated and to explain these charges to our customers.
  • A full, clean UK driving license and access to a car.

We would be _really_
excited if you have:

  • Working knowledge of Leasehold legislation.
  • Previous experience working in a Leasehold management role.
  • Chartered Institute of Housing or formal Leasehold Qualifications.

Our people are everything and we offer:

  • Opportunities for salary progression, which is directly linked to performance reviews
  • IT and Home Office equipment to allow home working
- 'Live work better' scheme which actively encourages work-life balance

  • Annual leave starts at 25 days per year, increasing with length of service
  • Enhanced family leave


  • Company Pension

  • Citizen match up to 10%
  • If part of the pension scheme you are entitled to Life cover (three times your annual salary)
  • Organisational Sick Pay (benefit increases with length of service)
  • EAP a 24/7 service which gives free, confidential advice and support on a range of issues including telephone counselling
  • Medicash scheme which includes GP Access, digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more
  • Organisational Sick Pay (benefit increases with length of service)
  • Recognition through our Employee Excellence Awards
  • Representation opportunities on our Staff Consultative Forum
  • Access to Citizen's Wellbeing platform
  • Employee Excellence Awards (winners receive extra days annual leave that year)
  • Occupational Health
  • We believe everyone has something to give and encourage everyone to be the best they can be to reach their full potential with extensive learning and development opportunities and Study Leave


We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse or neglect.


Closing date: 26th April 2023
**Interview date: 9th May 2023
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