Customer Lettings Coordinator

Sanctuary Group; City of Westminster; On-site; GBP 35,000 - 38,000; Full time

Job summary

A housing association is seeking a Customer Lettings Coordinator to manage vacant homes and drive performance in line with KPIs. The role requires excellent communication skills and the ability to work both independently and as part of a team. Responsibilities include managing void performance, ensuring compliance, and providing high-quality customer service. The position offers a salary of £35,216 per annum, with potential increases based on performance, alongside various employee benefits including annual leave and pension contributions.

Benefits

25 days annual leave

Pension scheme with employer contributions

Life Assurance

Employee Support Services

Cycle to Work scheme

Voluntary health plans

Employee discounts

Wellbeing support

Employee recognition scheme

Qualifications

• Ability to work within a team and independently.
• Exceptional communication skills for negotiation and relationship building.
• Strong knowledge of IT and database management.
• Excellent planning and organizational abilities.
• High accuracy and attention to detail.

Responsibilities

• Manage and drive void KPI performance for vacant stock.
• Turn around voids from notice to let effectively.
• Record and manage data in alignment with business needs.
• Ensure risk management regarding safety and compliance.
• Provide high quality customer service to all stakeholders.
• Conduct property inspections and manage viewings.

Skills

Communication skills

IT and database skills

Ability to use own initiative

Organizational skills

Attention to detail

Tools

Microsoft Office

Outlook

Job description

Overview

We have the opportunity for a Customer Lettings Coordinator to join our team based in our Kingsmead office in Hackney, London. As a Customer Lettings Coordinator you will manage our empty homes, letting and improving vacant stock performance as part of Sanctuary's void recovery strategy. You will be target focused, and expected to monitor, manage and drive void performance, as part of a team, working to meet challenging KPI's. You will deliver a high quality and customer focused housing, lettings and allocations service for the local operation to meet the needs and expectations of current and future residents, and the wider community.

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England.

Responsibilities

• Managing, monitoring, and driving void KPI performance for vacant stock, re-let days and void loss
• Turning around voids from notice to let and addressing hard to let or low demand voids
• Accurate data recording and management in line with business requirements, processes and procedures
• Risk management regarding safety of residents and staff ensuring correct verification for applicants
• Dealing with legal compliance and financial loss for extended void periods
• Providing high quality customer service to residents, customers, partners and internal staff
• Administrative tasks to assist in maintaining a local authority housing register or choice-based lettings scheme
• Carrying out property inspections, marketing and advertising, viewings and sign ups

Qualifications

• Ability to use your own initiative whilst also working as part of a team
• Excellent communication skills, allowing you to negotiate, present and build positive relationships
• Strong IT and database skills e.g. Outlook and Microsoft Office packages
• Ability to plan, organise and prioritise workload effectively
• Excellent accuracy levels with high attention to detail

Diversity & Inclusion

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers' needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary's commitment to our Disability Confident employer status. Building Equality and Diversity Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers. We work closely with the Home Office in order to prevent illegal working. Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

Benefits

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £35,216 per annum (rising to £37,070 per annum after 12 months, subject to satisfactory performance)

View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at - www.sanctuary.co.uk/join-our-team