Customer Support-Jobs in Großbritannien

Salary: £65,539 – 70,000 depending on experience

Location: Ealing, Staines, Winchester, Bristol or Oxford office base with travel to all sites and hybrid working

Contract: Maternity cover contract until 30 August 2026, 35 hours per week

DBS check required: Standard

We are looking for a New Lets and Relets Lead to join our dedicated customer support department. The successful candidate will develop and deliver A2Dominion’s lettings functions, strategic decisions and direction within the lettings function. The successful candidate will have responsibility for the control and performance of the letting process group wide (except Student.)

• Performance: Set challenging achievable targets for team and individuals, and lead team to ensure relevant KPI’s are met and if required to make resource/process decisions to bring performance back in line with expectations
• Compliance: Lead and manage team to ensure that all Lettings process comply with regulation/legal/policy requirements, including complaint management for the lettings function
• Stakeholders: Lead for A2Dominion on liaison with local authorities (LA) on nomination agreements and local Lettings Plans. Ensure that A2Dominion’s best interests are accounted for within all agreements and plans, and that agreements are in line with A2Dominion’s strategy for that LA. Liaise with all relevant internal teams as relevant for each LA
• New Build Schemes: Lead and manage the team to effectively manage the process and timings of new properties coming into the Lettings process. Close liaison with Development and New Homes Teams through the process and identification of issues that may impact letting times and customers moving into their new home
• Void Contractors: Lead and manage the relationship with contractors through frequent communication on upcoming voids, length of void works, and completion date of void works. Challenge timescales to drive improvement so all properties can be let with the lowest possible level of rent loss
• Strategy & Best Practice: Proactively understand business need and refine lettings strategy for A2Dominion where required, including impacts of legislation changes. Ensure that you and your teams are part of G15 and other Lettings forums to ensure A2Dominion work to sector best practice
• Resources / Processes: Lead and manage the team to ensure that the appropriate resources are available to meet upcoming lettings needs, both in volume and location. Lead regular review of end to end lettings process to ensure new platforms are utilised to improve efficiency and speed
• Property Utilisation: Lead on innovative ways to ensure that A2Dominion can best use their property portfolio. Aiming to reduce over-crowding and under-occupation, and to use external schemes (e.g. New Generation,) to A2Dominion’s best advantage. Use of incentives where in can be proved that these will create positive outcomes in this area
• On-Boarding: Ensure that each new customer has an on-boarding process into their new property that takes into account their needs and requirements. Work with peers with internal support teams on quick referral options, and where external partners will be needed and how they can be accessed
• Budgeting: To lead and manage the Lettings function in line with agreed budgets. To effectively contract manage any parts of the function that use an external provider

• Educated to GCSE level or equivalent in Math’s and English (Grades A*–C)
• Experience of working within a social housing environment
• Experience of managing a team
• Demonstrable understanding of both where relevant to homelessness and lettings processes
• Demonstrable experience of ability to engage effectively with teams and peers internally, and key external stakeholders, both verbally and in writing
• Demonstrable experience of ability to deliver a proactive service across different business streams and customer expectation and need
• Ability to lead and manage high performing teams (based in KPI’s/targets)
• Demonstrable experience of understanding data sets, making changes based on data, and regular reporting
• A housing or property qualification – or studying towards – minimum of Level 4 (will be expected to start studying towards in line with government legislation timeframes) (Desirable)

We’re a UK housing association committed to a vision – providing homes people love to live in.

With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.

Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose – delivering more homes and better services for customers.

We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working

In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process – just contact our Resourcing Team at resourcing@a2dominion.co.uk

We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

Resourcing Partner: This vacancy is being managed by Ryan Loasby – ryan.loasby@a2dominion.co.uk