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Customer Engagement Co-ordinator

4 months ago

Caerphilly, United Kingdom United Welsh Full time

**Customer Engagement Coordinator (Lettings)**

**Reporting to Customer Engagement Team Leader**

**Broad purpose of the post -**

We are looking for someone to join our award-winning Customer Engagement Team as a Lettings Coordinator. You’ll be responsible for letting properties through the local authority Common Housing Register, ensuring homes are allocated in a timely manner. We’re looking for someone with excellent communication skills, exceptional customer service and the ability to adapt and work flexibly. This post is a temporary six-month contract.

**Job Profile -**

**Key Accountabilities -**
- Build productive and co-operative relationships with colleagues, support providers, local authorities and other RSLs to ensure that properties are allocated and let in a timely manner, coordinating the void and allocation processes and ensuring any relevant policies are complied with.
- Liaise with Neighbourhood, Repairs and Development teams to ensure that properties are ready to let, and are let quickly and within target timescales to the appropriate applicant.
- Manage the process of shortlisting and coordinating the efficient and effective letting process, keeping the resident at the heart of what we do.
- To provide a customer-focused service, resolving queries and providing relevant information at the first point of contact
- To work flexibly to support the smooth delivery of services to the highest possible standard, ensuring a positive experience for both residents and partners.
- Work proactively to accurately capture and record resident data, providing feedback to facilitate continuous improvement in the delivery of our services.

**Personal Requirements -**

**Essential -**
- Demonstrate capable written and oral communication skills, with the ability to communicate at all levels and in a variety of formats.
- Competent using Microsoft Excel, Word, Teams, and Outlook.
- Demonstrate an ability of positively contributing to and being part of a busy team, remaining calm under pressure and maintaining high standards of professionalism and empathy.
- Can show commitment to delivering exceptional customer service with ability to treat all customers and colleagues with high standards of respect and consideration.
- Be able to adapt and work flexibly within a team, prioritising own workload to achieve objectives.
- Be able to use initiative and make difficult decisions where necessary.
- Confident in building positive and effective relationships both with customers and external agencies, proactively managing customer perceptions and expectations.

**Desirable -**
- Experience of working in social housing or a related sector.
- Ability to communicate in Welsh.
- Competent using Capita OpenHousing as a housing management system.
- Familiar with IT packages such as Office 365 and DocuSign.
- Have knowledge of using the Common Housing Register.
- **Requirements within the essential criteria of the Personal Requirements will be used for shortlisting purposes. However, all of the criteria will be considered in the process of making an appointment.**_

**Terms and Conditions -**

**Current Salary -**

Total salary is £25,238.16 per annum.

**Pension Plus -**

While working at United Welsh you are eligible to join our pension scheme. United Welsh partner with the Social Housing Pension Scheme (SHPS) to deliver our pension provision for employees. The Defined Contribution Scheme (DC) matches employee contributions up to 10%. It is a salary sacrifice scheme, so deductions are taken before tax.

**Leave -**
- 30 days plus Bank Holidays
- Two United Welsh Gifted Days - an additional two gifted days, usually to be taken during the office closure over the festive period.

**Additional Benefits -**
- 30 days annual leave and bank holidays
- An additional two gifted days to be taken over the seasonal period.
- A company culture that promotes work life balance
- Flexible working
- Opportunities to be involved in ‘Can Do’ days, giving back to the communities where we work
- A half a day’s leave under the ‘School Starter Scheme’
- Free fruit, fresh filtered water, tea and coffee within our offices
- Cycle to Work Scheme
- One year’s paid subscription to professional body (one membership per year)
- Free eye tests at Specsavers and a contribution towards the cost of prescription glasses
- Access to our internal coaching and wellbeing services that are devoted to supporting professional and personal development
- Free and confidential access to a 24/7 Employee Assistance Wellbeing Hub
- We are a member of the Social Housing Pension Scheme. There is an opportunity for employees to join The Defined Contribution Scheme and we match contributions up to 10%
- Learning and Development opportunities, with learning available in a range of formats to suit your needs
- As a testament to our approach and genuine commitment to learning, United Welsh holds the Investors in People - Gold Award
- We are committed to suppor