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Sales and Leasehold Officer

2 months ago

Leatherhead, United Kingdom Mount Green Housing Association Full time

**£30,500 - £32,500 per annum**

**Summary of Role**

Working within the Growth and Development team, the post holder will be the primary point of contact for all customer enquiries relating to shared ownership and leasehold homes including service charges queries, leaseholder rights and responsibilities, and providing help and information. The post holder will oversee the smooth running of the sales process for Mount Green including first tranche new build sales, staircasing, lease extensions, Right to Acquire sales, Right to Buy sales, and shared ownership resales. The post holder will be required to work closely with the Property Team and the Finance Team to ensure that the Section 20 statutory consultation process is correctly followed for any major or qualifying works.

**Key Tasks**
- To take leaseholders through a seamless journey from initial enquiry to a satisfactory outcome with a focus on outstanding customer service
- To effectively manage the sales and resales processes from instructing solicitors through to the completion within the set target timescale for new build sales, staircasing, and resales
- To build and proactively manage working relationships with external partners and stakeholders including solicitors, IFAs, managing agents, surveyors to ensure that all information is provided promptly and is accurate to achieve sales targets
- To maintain customer records and protect customer data through effective and consistent data management and accurate detailed record keeping
- To lead on the CORE sales returns working with other teams to ensure deadlines are adhered to
- To review processes and procedures on an ongoing basis to deliver an efficient service for our leasehold and shared ownership customers
- To regularly liaise and feedback to the Development, Property and Housing teams to ensure excellent resident journey and to influence future schemes and products
- To manage the lease extension process for our leasehold customers
- To be the main point of co-ordination and take the lead for section 20 consultations, working closely with the Property Team who will be procuring the works, and the Finance Team who will assist with the provision of financial data and information
- To ensure leaseholders submit relevant compliance documents as indicated within their leases, and that they understand their responsibilities for repairs during and after the defects period
- To work collaboratively with the Compliance Manager to ensure that where applicable statutory compliance requirements are communicated effectively to leaseholders and shared ownership customers
- To manage the Right to Acquire and Right to Buy process for our residents including making sure that documents and processes are up to date and steps in the process are completed within the statutory timescales
- To keep up-to-date on sector intelligence, developments and innovation relating to leasehold and shared ownership homes and customers
- To lead on complaint handling for leasehold and shared ownership customers in accordance with the Complaints Policy
- To collaborate with the Digital Transformation Team on information and technology integration and/or mobilisation projects

**Education and Qualification**
- 5 GSCEs, A-C grades, including English and Maths or equivalent

**Knowledge and Experience**
- Full knowledge of the affordable housing sector, local authority requirements, Homes England’s financial requirements and the sales processes and legislation
- Experience of managing relationships with third parties including agents, solicitors, IFAs and valuers
- Ability to work under pressure in a dynamic sales environment and manage sales and enquiries alongside other duties
- Experience of working with a wide range of customers

**Skills and Ability**
- Ability to empathise with the customer and respond with a problem-solving approach to every issue
- Ability to respond flexibly to customer enquiries and tailor a resolution to the customer’s needs
- Ability to take a firm but fair approach
- High motivated, performance and target driven
- Excellent organisational and administrative skills
- Excellent communication (verbal and written) and numeracy skills
- Ability to build effective relationships
- Ability to understand/follow policies, processes and procedures
- IT skills: (Outlook/word/Excel/PowerPoint)
- UK Driving licence with insurance for business purposes

**Behavioural Competencies**
- Good team player - able to work positively with and support others
- A positive approach to work and life, willing to take responsibility for own actions
- Open and honest, with a strong sense of integrity
- Will not tolerate any form of racism or discrimination within the workplace or within the communities where we own and manage homes. Will commit to ensuring our staff, residents and partners are not exposed to racism or discrimination while working for Mount Green or living in one of our homes and will be robust in responding