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Portfolio Officer

4 weeks ago

Liverpool, United Kingdom The Riverside Group Full time

**Portfolio Officer**
**Part time Role **18.75 **hours per week**
**Based in Liverpool/Hybrid
- covering Cheshire West, Cheshire East and Wirral**
**Salary £27,409 pro rata**
**Working Pattern
- **Monday, Tuesday and Friday**

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

**The difference you’ll make**

You will directly deliver a range of housing services to specific properties within a designated patch including allocations and lettings and income collection. Be accountable for patch profitability, minimising void rent loss, identify cash leakage, working in partnership with colleagues to carry out inspections, property viewings and managing tenancy sign ups and new tenancy visits. You will work in partnership with the Income and Processing Officer, Portfolio Officers and be responsible for maximisation activities, signposting for advice and carrying out home visits during arrears pursuance processes.

**So, who are you?**

Essentially you will have a proven track record of delivering a high quality customer service function, preferably in the housing sector, demonstrate effective stakeholder management, both internally and external to the organisation, including the ability to successfully persuade and influence others. Be customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business. Have a proven track record of delivering a high quality customer care service including complex needs customers.

**Enjoy the rewards**

Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development, and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

**Role Profile**

To deliver effective housing management services and act as an ‘account manager’ for third parties relationships (such as Managed agents, Care or Support providers and Local Authorities), ensuring effective services are delivered to customers within a designated patch. Delivered in an agile manner, through flexible, self-led and resourceful processes that enables putting customer first.

**Role requires**:
**Housing Service Delivery**
- Directly deliver a range of housing services to specific properties within a designated patch including allocations and lettings and income collection.
- Accountable for patch profitability, minimising void rent loss, identify cash leakage, working in partnership with colleagues to carry out inspections, property viewings and managing tenancy sign ups and new tenancy visits.
- Working in partnership with the Income and Processing Officer, Portfolio Officers will be responsible for and maximisation activities, signposting for advice and carrying out home visits during arrears pursuance processes.
- Commission, direct and influence other teams including third parties as appropriate to resolve low level anti-social behaviour issues, hate crimes, and issues impacting community cohesion, escalating complex cases as appropriate.
- Work collaboratively with a range of stakeholders to deliver customer involvement objectives and stakeholder management within a specified area, attending community meetings where relevant to the Group and its customers.
- Build effective and strong relationships with customers where we directly deliver housing services, identifying needs and aspirations, provide targeted housing support and use of customer intelligence to drive tenancy sustainability.
- Provide clear, supportive and accurate housing advice to customers, colleagues and other stakeholders, including signposting where appropriate, to ensure awareness of the service and the effective progression and resolution of cases.
- Act as an advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service.

**Account Management**
- Act as the key point of contact for local Managed Agents, responding to enquiries and complaints and identifying opportunities for improvements. Escalating to the Portfolio Manager as appropriate.
- Undertake any local activities pertaining to leases, management agreements and Service Level Agreements in a patch which includes, supporting regular performance reviews, embedding

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