Description:
We are seeking a Lettings Specialist to join our Neighbourhoods team in the Lancashire area on a permanent basis. The purpose of the role is to play an essential role in the delivery of an effective lettings service across Onward’s geography that is fair, transparent and meets individual needs. Ensure high-quality customer service, working with colleagues and partner agencies to ensure effective service delivery. Champion the Onward values to enable people and communities to be their best.
Key Responsibilities
Letting Our Homes
- Proactive administering and management of choice-based lettings systems and waiting lists for rehousing to enable offers to be made. Ensure nomination targets are achieved and build effective relationships with local authority partners and choice-based lettings providers.
Partnership working
- Contribute to excellent external partnership work to support an effective letting service. Be an ambassador for the organisation and an advocate for customers. Engage with external partners where needed.
Management of Housing Applications
- Respond to lettings and housing options enquiries and provide housing advice to prospective customers. Support vulnerable customers, playing an active role in initiatives aimed at reducing homelessness and creating sustainable tenancies. Adopt robust approach to affordability assessments, tenancy fraud checks, and relevant documentation. Develop adverts and marketing campaigns in partnership with colleagues. Ensure accurate tenancy agreements and sign-up packs are produced.
Administration
- Effective processing of invoices, management of council tax, and other neighbourhood administrative duties as required.
Customer Service and Customer Voice
- Ensure an excellent customer experience of our lettings process. Develop positive relationships with customers in line with the Onward + approach and listen, hear and act on the voice of customers.
Neighbourhood Plus
- Collaborate effectively with colleagues from other teams and departments to help deliver neighbourhood initiatives linked to the Onward Difference.
Professional Curiosity
- Be professionally curious, including taking a proactive approach to safeguarding and vulnerabilities, making reasonable adjustments and effectively logging customer contact and contact details
Skills And Experience
- Knowledge and awareness of related housing regulations/ law
- Experience of delivering face to face customer service
- Experience of developing partnership working with support agencies, local authorities and community groups
- Engage and successfully work with complex and challenging caseloads/individuals.
- An understanding of the social, economic and political context in the neighbourhoods in which we operate
- Competent IT skills, including intermediate proficiency in Microsoft Office.
- An understanding of lettings policies and procedures
Qualifications
Essential
- Educated to GCSE standard or equivalent qualification / experience.
Desirable
- Relevant professional qualification e.g. CIH