Home Ownership Support Officer

Notting Hill Genesis; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Home Ownership Support Officer to enhance customer experiences in the realm of Shared Ownership. This role involves managing a caseload of sales, providing expert advice, and ensuring smooth transactions for customers. With a focus on delivering exceptional service, the ideal candidate will thrive in a collaborative environment, supporting residents on their home ownership journey. Join a team that values flexibility and personal growth while making a meaningful impact in the community. Your expertise will help shape positive outcomes for individuals navigating their home ownership options.

Benefits

Generous pension scheme

Enhanced maternity and paternity pay

Employee assistance program

Health cash plan

Staff discounts

Interest-free loans

Cycle to work scheme

Excellent annual leave allowance

Qualifications

• Thorough knowledge of Shared Ownership sales and conveyancing.
• Experience in customer service and managing diverse workloads.

Responsibilities

• Manage resale and staircasing instructions and enquiries.
• Provide specialist advice to customers on home ownership.
• List homes for sale and assess customer eligibility.

Skills

Conveyancing knowledge

Customer service

Interpersonal skills

Analytical skills

IT skills (MS Office)

Education

Relevant degree or equivalent experience

Job description

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What You’ll Do

As a Home Ownership Support Officer, you’ll play a key role in the Home Ownership Support Team, delivering great outcomes for our residents and the wider organisation. Reporting into the Home Ownership Support Team Leader, you’ll be an expert in Shared Ownership resales and staircasing, independently progressing a caseload of sales to the point of legal instruction or completion all the while helping us deliver on our customer strategy, particularly our commitment to helping our customers live well in their homes.

Job Introduction

What You’ll Do

As a Home Ownership Support Officer, you’ll play a key role in the Home Ownership Support Team, delivering great outcomes for our residents and the wider organisation. Reporting into the Home Ownership Support Team Leader, you’ll be an expert in Shared Ownership resales and staircasing, independently progressing a caseload of sales to the point of legal instruction or completion all the while helping us deliver on our customer strategy, particularly our commitment to helping our customers live well in their homes.

We support flexible working arrangements that foster collaboration, combined with the power of in-person interactions. For this role, we’d expect you to be in the office or out and about with customers for at least three days a week to ensure we’re at our prime, crafting exceptional customer experiences and achieving outstanding business outcomes.

How You’ll Do It

You’ll effectively manage new resale and staircasing instructions and enquiries, providing specialist advice and support to our customers on the next step of their Home Ownership Journey. You’ll list homes for sale, manage and vet leads and assess customers for eligibility. You’ll also be integral to the customer onboarding experience, creating and amending customer accounts on completion of their transactions with us. Specific duties will include:

• Acting as a single point of contact for customers, progressing transactions to successful completion and competently handling enquiries, across a range of low-cost home ownership products.
• Supporting operations and our customers by making sure that new accounts are set up, amended, and closed as needed, including the amendments of rents and ground rents.
• Effectively listing homes for sale, accurately and quickly, working with customers to maximise their chances of success, competently vetting leads and assessing eligibility in line with regulatory requirements.
• Closely managing transactions, providing forecasting and accurate assessments of progress.
• Support with the management of team in boxes and general enquiries
• Provide administrative support to the Home Ownership Support Advisers as required.
• Work collaboratively with the wider department to support residents with the sale of their home.
  
  

The Ideal Candidate

You’ll be a sales professional with a thorough understanding of Shared Ownership sales. You’ll have an eye for detail and be great with people, able to build and maintain positive relationships with a range of stakeholders and use this to advance transactions professionally and sensitively. You’ll be a problem solver who is motivated to unlock obstacles for our residents as well as a passion for delivering excellent customer service, keeping our customers at the heart of what we do.

Essential:

• Through knowledge of conveyancing and Low-Cost Home Ownership products, particularly Shared Ownership.
• Effective IT skills including basic/intermediate MS Office skills.
• Excellent interpersonal and communication skills.
• Experience of working independently to deliver excellent customer service across a diverse workload, in a fast-paced, target-driven environment.
• Excellent spoken and written English with the ability to analyse data and produce written reports.
• Ability to read and interpret leases.
  
  

Desirable:

• Experience of working in a property sales environment.
• Experience of working in a conveyancing environment
  
  

What’s in it for you?

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary
  
  

All About Us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.

For more information on what we do and what makes us different please visit:

https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 1: If you are interested, please send your CV and a supporting statement setting out how you meet the requirements for the role in no more than 1000 words! Closing date is 6 May 2025

Step 2: Successful candidates will be invited to interview - Successful candidates will be asked to present to the interview panel or submit a prescribed piece of work – you will be told in advance what you need to prepare for.

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via [e-mail].

Should a redeployee apply for this role, their application will be considered before any others.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Non-profit Organizations

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