Retention Advisor

TN United Kingdom; Basingstoke; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a driven individual to join their successful delivery team. This role focuses on providing exceptional service to clients at the start of tenancy, ensuring properties meet contractual targets. You will manage a housing stock portfolio, maintain accurate data, and build strong relationships with property providers. This opportunity offers a supportive environment where your contributions will directly impact the community. If you are self-motivated and passionate about delivering excellence, this role is perfect for you.

Benefits

25 days annual leave plus bank holidays

Annual Mears Fun Day

Volunteering Leave

Staff perks through Mears Rewards

Qualifications

• Experience in customer service environments is essential.
• Background in housing or social housing is advantageous.

Responsibilities

• Deliver exceptional service to clients and manage performance targets.
• Allocate suitable accommodation and maintain accurate records.

Skills

Customer Service Skills

Attention to Detail

Relationship Building

Communication Skills

Time Management

Education

Property Management Qualifications (ARLA or NFoPP)

Job description

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Opportunity Overview

Excellent opportunity for a driven candidate to deliver service excellence as part of a successful delivery team for our RLAP contract. This role provides frontline service to our customers at the start of tenancy, focusing on identifying, assessing, and allocating properties from the current portfolio to meet contractual targets.

What Your Day Looks Like

1. Deliver exceptional service to clients, customers, and stakeholders, managing expectations, performance targets, and KPIs.
2. Manage a housing stock portfolio to allocate suitable accommodation, ensuring properties meet scheme standards and contractual requirements.
3. Maintain accurate data and records through case updates and stock audits.
4. Provide regular reports and updates to line managers, advising on risks and escalating cases as needed for resolution.
5. Develop and maintain relationships with property providers, agents, and third parties.
6. Undertake ad hoc projects and support colleagues within Mears Housing Management.
7. Ensure compliance with Mears' code of conduct, contractual terms, policies, and procedures, including lone working protocols.

Role Criteria

1. Decisive, detail-oriented individual capable of professionally communicating requirements to landlords and agents to maintain scheme-compliant properties.
2. Experience working with diverse client groups.
3. Background in housing, repairs, maintenance, lettings, or social housing is advantageous.
4. Property management qualifications such as ARLA or NFoPP are a plus.
5. Experience in customer service environments.
6. Self-motivated and capable of working independently.
7. Exceptional customer service skills and attention to detail.
8. Ability to build strong relationships with professional partners.
9. Ability to manage a busy workload with conflicting priorities.
10. Knowledge of differing cultures and commitment to EDI.
11. Understanding of current lettings legislation and health and safety regulations.

Note: All roles are subject to DBS/security checks prior to employment commencement.

Benefits

• 25 days annual leave plus bank holidays.
• Annual Mears Fun Day, organized as a thank you from the Executive team.
• Volunteering Leave to support community engagement.
• Staff perks through Mears Rewards, including discounts, vouchers, and schemes.