Housing Advisor

MTVH; London; On-site; GBP 39,000 - 42,000; Full time

Job summary

A housing organization is seeking a Housing Advisor to support customers during their transition to new homes. This role requires exceptional communication skills, housing management knowledge, and a strong commitment to customer service. The advisor will lead interactions, manage operational budgets, and ensure a smooth transition process for customers, prioritizing their needs and fostering community engagement.

Benefits

28 days annual leave plus 8 bank holidays

Enhanced pension with matched contributions

Life assurance cover 3 x your salary

Career progression opportunities

Employee Assistance Programme

Qualifications

• Experience in customer service and housing management.
• Ability to maintain attention to detail in a busy environment.
• Confidence in collaborating with diverse stakeholders.

Responsibilities

• Lead communications with customers regarding moves.
• Ensure smooth transition for customers to new homes.
• Manage operational budgets and procurements.

Skills

Empathy with values and ethos

Housing Management best practice

Strong communication skills

Problem-solving skills

Strong ICT capability (Excel, Word)

Job description

This role: Housing Advisor known internally as a "Customer Transitions Advisor"

Salary: £39,841 - £41,938 (Dependent upon experience)

Contract Basis: 12 Month FTC based on a 37.5hr week

"Please be aware that this position is based fully on-site, with no opportunity for hybrid working. Applicants must hold a full UK driving licence and have access to their own transport, as these are essential requirements for the role."

Here at MTVH our customers are at the heart of all we do and as a Customer Transitions Advisor based within our Special Projects team you will be responsible for liaising with our customers at Pennine and Mendip House to support them with moving out of their homes on a permanent basis. The CTA will ensure that customers are kept well informed throughout the project, working alongside them to ensure the process of moving home is as smooth as possible whilst considering the needs of the customer. It will be essential for us to provide a quality service for all our customers at Pennine and Mendip House, showing empathy and compassion will be key to delivering this project successfully for our customers and MTVH.

The CTA role will be based at our office in Mendip House, Edmonton, given the nature of the project its key for us to have a real presence within the community.

Key Responsibilities and Outcomes

• Leads on communications with customers relating to having to move on a permanent basis, keeping them engaged and informed throughout the project.
• Ensuring that we understand the needs and requirements of customers to enable a smooth transition to their new home.
• Act as the key contact with Customer Services and other Directorates to understand the needs of the customer.
• Contribute to internal and external communications with customers and colleagues in the form of digital and hard copy options.
• Produce weekly updates for each site you are supervising.
• Produce regular updates to customers living in the blocks under your control, on at least a monthly basis.
• Use systems and information to quickly develop an understanding of the diverse needs and vulnerabilities of individual residents living in each block within the project.
• Taking ownership of customers complaints and enquiries; responding to them in a timely manner and in line with policies.
• Track, log and monitor all customer communication.
• Liaise closely with the Contractors and other departments, to ensure smooth clear communication lines.
• Support the Project team to achieve the overall objectives of the project.
• Assist the Customer Experience Manger to continuously review and improve current processes to improve service delivery and customer satisfaction.
• Proactively ensure that all data is uploaded to systems, to create an effective overview of the project and our customers.
• Conduct viewings of empty properties (in any location) with new customers and complete new tenancy sign ups
• Manage operational budgets to ensure that we remain within the agreed figures c.£60m.Ensure procurement is undertaken in line with corporate policies for services such as removals.
• Ensure all payments remain in line with Delegated Authority.
• When required work unsociable hours to attend evening meeting with customers, also willing to travel within region / across regions

Personal Competencies Skills / Experience / Knowledge

• Empathy with the values and ethos of the organisation
• Flexible approach to work
• Self-motivation with a positive attitude and the ability to work on own initiative
• Strong commitment to safeguarding vulnerable customers
• Confident and experienced collaborator
• Housing Management best practice
• Knowledge of project management
• Strong communication and presentation skills
• Good understanding of tenancy and decant process
• Knowledge of income processes, benefits systems and arrears management
• Ability to maintain attention to detail in a busy environment
• Experience of providing a high level of customer service
• Natural problem-solving skills
• Strong ICT capability, EXCEL, WORD etc
• Proven prioritisation skills
• Considerable independent travel is required to fully meet the responsibilities of this role
• Experienced Team Worker

To meet our commitment to providing safe, high-quality services to our customers we will complete a “Basic” background check with the Disclosure and Barring service, once an offer of employment is made and renewed on a 3 yearly basis. The cost of the check will be included as part of the companies onboarding process.

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ‘Beliefs day’ once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.