Neighbourhood Advisor

Permanent, Full Time

**_ Are you a passionate and experienced housing professional?_**

**_ Are you confident in taking responsibility and making decisions, taking into account the bigger picture?_**

**_ Do you easily build effective relationships with a wide range of people including customers and colleagues, with an ability to influence and negotiate?_**

**_ Do you understand and deliver great customer service, but with a strong business mind and commercial focus?_**

**_ Are you comfortable with dealing with challenging conversations, remaining confident and firm, whilst being respectful and considerate?_**

**_ Are you dynamic and energetic, able to think of new ideas and try new approaches to overcome issues and challenges and meet performance targets?_**

If the answer is yes, Two Rivers Housing has an exciting opportunity within its neighbourhoods' team that could be for you.

As a neighbourhood advisor, you’ll manage a patch of around 850 homes in and around the South areas of the Forest of Dean, dealing with customer enquiries, managing all tenancy matters and risks, and quickly and effectively dealing with neighbourhood issues.

You’ll be responsible for the success of the neighbourhoods, building relationships and partnerships with customers, colleagues and partner organisations, as well as thinking differently and making business decisions to ensure a lasting difference.

You will provide a customer-centred case management and advisory service for key housing issues related to customers’, their homes and neighbourhoods, building effective and positive relationships with customers and taking ownership of customer issues and queries, ensuring successful completion of key customer journeys with high levels of customer satisfaction in line with our company’s compliance, policies and procedures.

Responsibilities will include collaboration with colleagues and key partners, ensuring that you understand the needs and key issues for customers in your patch and that you work together to identify and address priorities, referring and signposting customers to relevant agencies as appropriate with a strong focus on customer experience and a commitment to effective and inclusive tenant engagement.

You will be responsible for completion of complex tenancy related matters (including mutual exchanges, succession, tenancy breaches and dealing with low to mid-risk ASB). You will be highly visible in your patch and in our customers' homes, to assess needs and risks, and will complete regular estate inspections, monitor service provision and ensure H&S compliance issues are managed effectively.

**Ideally, we are looking for an individual who**:

- Is experienced in tenancy and housing management,
- Able to work in challenging customer facing situations and has a proven track record of delivery at an operational level.
- You will have a good understanding and awareness of housing policy and practice, as well as appropriate landlord and tenant legislation; with good communication skills, diplomacy and excellent customer service resolution and negotiation skills.

**_ Due to the nature of this role, a Full UK driving licence and access to a car insured for business use is essential._**

Our hybrid working includes remote working within our communities with occasional working in our office based in Newent.

**Closing Date: 18th August 2023**

INDGEN