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Liverpool

    Senior Pensions Officer Contract - Liverpool, United Kingdom - The Riverside Group

    The Riverside Group
    The Riverside Group Liverpool, United Kingdom

    2 weeks ago

    Default job background
    Description

    Contract Type:
    Permanent

    82 is achieved after 12 months successful performance in the role)
    Monday-Saturday
    Liverpool,Hybrid

    You will provide a customer focussed account management service to shared ownership and leasehold customers (including commercial properties) within a specified geographical region, ensuring the contractual obligations as defined in individual leases and tenancy agreements are carried out in line with legislative requirements and compliance and Group standards.

    Ensuring service charge financial activity is carried out effectively including budget planning, the service charge setting consultation process and reviews of scheme expenditure.

    At Riverside, we're a housing association with a difference – enhancing the everyday for all our customers.

    For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

    We have a portfolio of over 75,000 affordable residential and retirement homes across the UK.

    Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

    Competitive pay & generous pension
    ~28 days holidays plus bank holidays
    ~ Flexible working options available
    ~ Diversity and Inclusion at Riverside:
    At Riverside, we value diversity in all its forms.

    Undertake the role of Account Manager for shared ownership and leasehold customers (including commercial properties) within a specified geographical region, advocating for the customer and ensuring services provided by the Group are delivered efficiently and in line with cost, quality and compliance standards.

    Lead, motivate and engage with site based Caretaker's, to ensure the delivery of a high-quality service to support the Home Ownership strategy and objectives.

    Contribute to the regional and neighbourhood planning process, providing local knowledge and insight to ensure delivery plans reflect assigned scheme priorities.

    Drive the reduction of interaction demand through proactive customer engagement and promotion of self-service, providing ongoing customer support as required.

    Support the Group Compliance function to ensure our buildings are safe, ensuring that Fire Management Actions are progressed to completion.

    Responsible for engaging with customer to ensure access is provided to their home to undertake Asset Services inspections or repairs and undertake enforcement actions where there are breaches of the lease or tenancy.

    Contribute to the setting of service charge budgets for assigned schemes including splitting of service charges as appropriate, providing first line support for customer queries including calculation breakdowns.

    Ensure the service charge setting consultation process is carried out effectively and in line with Group standards and statutory requirements.

    Support the Home Ownership Business Management function with the co-ordination of court cases and First Tier Tribunals including providing the required information to support mediation and legal challenges.

    Accountable for maximising and increasing income collection, working in partnership with Shared Service colleagues to ensure good payment practices are established from start of tenure, supporting customers including signposting for advice and carrying out home visits during the arrears pursuance process.

    Decision maker for court, County Court Judgement (CCJ), repossession, forfeiture and eviction applications, using customer and community insight to ensure appropriate decisions made on behalf of the Group.

    Manage customer complaints in line with the agreed process, ensuring effective resolution within set timescales.
    Contribute to the successful delivery of regional projects, including attendance at community events as appropriate.

    Manage the performance and development of your team, providing expertise and coaching as required, ensuring a quality service is provided and under performance is dealt with appropriately.

    Manage internal and external stakeholders effectively, including senior colleagues and third parties, building constructive working relationships to ensure the delivery of the Group's Home Ownership Strategy.

    Accountable for regular reviews of the service, reviewing and analysing performance and customer feedback to ensure continuous improvement.

    Ensure that all information security requirements, including data protection, are met in accordance with the Group's policy, procedures and statutory requirements.

    Ensure that health and safety requirements are met in accordance with the Group's policy, procedures and statutory requirements.
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