Referrals and Regulatory Enquiries Advisor

Regulator of Social Housing; Leeds; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

35-hour week

33 days annual leave

Civil Service Pension

Job summary

Regulator of Social Housing (RSH) in Leeds is seeking a Referrals and Regulatory Enquiries (RRE) Advisor to deliver a first-class service to tenants, registered providers and elected representatives. You will handle queries and referrals, assess and record cases, and respond in line with our service standards.

This frontline role operates within a hybrid Leeds office setup with some travel across England. You should have excellent written and oral communication, the ability to interpret

Qualifications

• Excellent written and oral communication skills.
• Ability to provide clear responses to complex or contentious issues.
• Experience in a contact centre environment or knowledge of the housing sector would be desirable.

Responsibilities

• Handle referrals and enquiries from tenants, registered providers and elected representatives.
• Assess, record and respond to a broad range of enquiries, referrals and complaints.
• Work at pace to meet service standards and ensure follow-up actions are completed.

Skills

Communication skills

Customer service

Stakeholder management

Decision making

Job description

Referrals and Regulatory Enquiries Advisor

We are looking for a Referrals and Regulatory Enquiries (RRE) Advisor to join us at the Regulator of Social Housing (RSH) to deliver a first-class service to a wide range of stakeholders who contact us.

As an RRE Advisor, you will work as part of our frontline team to effectively handle queries and referrals from all stakeholders who contact the regulator. This includes tenants, registered providers, and elected representatives.

You will be responsible for assessing, recording and responding to a broad range of enquiries, referrals and complaints. You will do this at pace and in line with our service standards and will ensure that any follow-up actions are completed.

About the role

Our RRE team plays a key role in supporting the delivery of our frontline regulation by managing and responding to regulatory enquiries, referrals and complaints, and making sure our processes and procedures are correctly followed.

About you

As the successful candidate you should have excellent written and oral communication skills, with the ability to provide clear responses to complex or contentious issues. You should also have strong relationship building skills, with the ability to work across team boundaries in a joined-up way.

You will be able to exercise judgement and will be confident interpreting guidance to make decisions. Previous experience of working in a contact centre environment or knowledge of the housing sector would be desirable.

General Information

Why work at RSH?

At RSH, we offer a fantastic range of benefits including a 35 hour working week, 33 days annual leave and access to the Civil Service Pension Scheme.

Our staff survey results consistently show that our staff think that the best thing about working at the RSH is our flexible and hybrid working, along with our family friendly policies that support work-life balance.

We also offer access to our staff discount scheme, cycle to work scheme, a Nuffield Health Screening; and a range of other well-being focussed benefits. Full information on this and our other fantastic benefits is available on ourwebsite.

Location

We operate a hybrid model of working with a mix of office and home working, as well as offering a range of flexible working arrangements.

This role will be based out of our Leeds office, where our RRE team are based. Most roles involve some travel within England between our offices, with some roles also involving onsite visits to social housing providers.

Interviews

Interviews are expected to take place on 28th September and will be held in person in the Leeds office. We expect this to be a one stage interview process.

Benefits and Salary

At RSH, we offer a competitive salary along with a range of excellent benefits; full information is available on ourwebsite.

The salary for this role is a spot salary within the given range, which will normally be the minimum of the range. There is no incremental progression through a pay scale. Annual salary reviews are determined by the government pay award.

Candidates must have valid right to work in the UK, as unfortunately we are unable to provide sponsorship and must also meet the requirements outlined in the Civil Service Nationality Rules. Please see ourwebsite for more information.

Commitment to equality and diversity

Our anonymous shortlisting process helps to ensure fair and consistent recruitment decisions, based solely on skills and experience.

We are a Disability Confident Employer and shortlist those who best meet the minimum criteria as part of our commitment.

We are passionate about building a diverse and inclusive workplace, where everyone feels valued and respected and has the opportunity to thrive. We welcome applications from individuals of all backgrounds, beliefs, identities and life experiences, recognising that varied perspectives enrich our organisation.

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