To assess and resolve a wide range of complex enquiries in accordance with established processes, procedures and policies with the objective of providing an outstanding customer experience. This includes, but is not limited to, permissions, licences, sublettings, assignments, tenancy visits, tenancy checks, general queries.
Be responsible to completely resolve queries, liaising with other teams in a seamless fashion in the background, and making sure any decisions on complex matters are quickly obtained to enhance the customer experience and avoid out of the ordinary queries taking long to resolve.
To utilise and promote a range of technologies to communicate with customers.
To carry out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
To achieve all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction.
Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre
The successful candidate must have experience in the delivery of a tenancy management service to leaseholders; experience in dealing with sub-lettings, leaseholder alterations, mutual exchanges, succession and have good in-box management skills.
An understanding of Service Charges, income collection, repairs, sales, lettings is also desirable.
This is an excellent and rare opportunity in the current market, within the Customer Operations Department of a leading HA, the role is a Monday - Friday position, and is paying a competitive hourly rate of £16.50 PAYE (£20.30 Umbrella)
Apply now to be sure you do not miss out.
An exciting and rare opportunity has arisen within a G15 Housing Association for a Leasehold and Tenancy Manager to join a busy Customer Operations team on an ongoing contract basis. The role will involve working with Leaseholders, Shared Owners and Social Tenants on queries too complex for the Customer Service Centre. Due to current circumstances this is a remote working position and pays a competitive £16.50 PAYE hourly rate.