Lettings Assistant

5 Star Recruitment; Nottingham; On-site; GBP 28,000 - 34,000; Full time

Job summary

Nottingham City Homes Association (NCHA) is recruiting to manage void properties and lettings in Nottingham, to support fast re-letting and customer satisfaction.

The role involves preparing advertisements, handling customer enquiries, processing sign-ups and maintaining accurate records to meet annual targets with Your Home colleagues, while upholding CLEAR values in every interaction.

Qualifications

• Experience in social housing or lettings environment.
• Delivering successful customer-focused services.
• Ability to communicate effectively with internal and external customers with tact and diplomacy.
• Ability to solve problems fairly and logically.
• Demonstrable high level of numeracy, IT and literacy skills.

Responsibilities

• Prepare advertisements for void properties and advertise to facilitate lettings.
• Support Your Home colleagues to manage void times to meet targets.
• Respond to customer enquiries, prepare sign up packs and agree incentives.
• Process termination of tenancies and return of keys.
• Update systems and maintain records; produce reports on allocations and void service.
• Develop information required on new housing schemes for customers.
• Administer HOMESWAPPER and downsizing schemes including budget payments.
• Deliver duties in line with corporate aims, policies and KPIs while ensuring excellent customer experiences.

Skills

Experience in social housing or lett

Customer-focused service delivery

Communication skills

Problem solving

Numeracy IT literacy

Education

Chartered Institute of Housing Level 2 or equivalent

Commitment to ongoing professional development

Job description

• Prepare advertisements for and advertise void properties, appropriate to each tenure type to facilitate lettings, minimising re-let times to give our customers their next home and build sustainable communities.
• Support Your Home colleagues in ensuring void times are managed within the agreed NCHA annual targets for all relets
• Support allocations and lettings processes by responding to customer enquiries, preparing sign up packs and agreeing incentives to be applied on hard to let properties.
• Process the termination of tenancies promptly and progress the return of keys to NCHA.
• Ensure all systems and records are updated and maintained on an accurate and timely basis; producing associated reports on the allocations and void service as and when required.
• Develop and maintain information required on new housing schemes for customers.
• Administer the HOMESWAPPER scheme and downsizing scheme; including payments from the budget.
• Deliver these functions in line with corporate aims and values, policies and procedures, meeting KPIs and outcome measures relevant to your role whilst remaining focused on providing excellent customer experiences and partner relationships as an ambassador for NCHA to enhance the organisations reputation.
• Carry out any other tasks relevant to your role as instructed by your managers

Knowledge

• Knowledge of current social housing issues.
• Qualified to Charted Institute of Housing Level 2 or relevant equivalent qualification or be committed to undertaking ongoing professional development commensurate with the role.
  

Skills and experience

• Experience of working in social housing or a lettings environment
• Experience of delivering successful customer focused services
• Ability to communicate effectively with internal and external customers by demonstrating tact, diplomacy, sensitivity and customer care.
• Ability to solve problems fairly and logical
• Demonstrable high level of numeracy, IT and literacy skills

Personal qualities, values and behaviours

• An understanding of the needs of people from diverse social, cultural and racial backgrounds
• Demonstrates putting the customer at the centre of your work.
• Tries to do the right thing and acts with honesty and integrity.
• Treats people in a way you would expect to be treated by others.
• Looks for continual improvement in the customer experience and improved and efficient NCHA business processes.
• Demonstrates passion about what you do and the difference you can make.
• Acts positively and believe you can provide solutions to problems.
• Willingness to promote and adhere to the CLEAR values of NCHA.

Other role related requirements

Take personal responsibility for keeping up to date with current legislation and best practice, identifying training needs in self to ensure service provision is of the highest standard.