Housing Officer

4 weeks ago


London, United Kingdom NFP People Limited Full time

Housing Officer

We are looking for an experienced Housing Officer to join a team at an organisation making a real difference to women's lives.

Position: Housing Officer

Location: Wood Lane, London / Hybrid

Hours: 35 hours per week

Contract: Permanent

**Salary**: £34,591 per annum

Closing date: 18th September 2023

About the role:
Reporting to the Housing Services Manager, we are looking for a Housing Officer to join a small team in a busy, fast-paced environment. As a Housing Officer, you will be equipped with mobile technology to deliver a flexible service, visible and accessible to residents. We want individuals who can find creative and innovative resolution outcomes and who can demonstrate a passion for customer service and resident engagement.

You will manage a patch of approximately 260 properties in West London and will be responsible for managing rent and service charge collection, lettings, and antisocial behaviour, as well as supporting residents with general enquiries. You will work with colleagues across all areas of the business to provide an excellent service for residents, helping drive up resident engagement and satisfaction, as well as meeting key performance targets.

You will be visiting residents in their homes, talking to them on the phone and corresponding with them in writing so excellent interpersonal, verbal, and written communication skills are crucial for this role. You will also be working with external agencies, including the Police and Social Services.

Key responsibilities will include:
*Deliver high-quality housing management services (including allocations, lettings tenancy management, anti-social behaviour, income management and tenant welfare)
*Be the lead contact for your patch, working closely with Estate Services Officers and staff across teams to ensure consistently high levels of customer satisfaction.
*Build positive relationships with residents, through effective and proactive two-way communication and ensure that residents' views and feedback help continuously improve WPH homes and services.
*Support residents' independence and well-being and potential to sustain tenancies e.g., by enabling tenants to access support services where necessary, including welfare benefits advice.
*Deliver the WPH Corporate Plan including the WPH Resident Engagement Strategy, working closely with colleagues and teams.

About you:
The experience and transferable skills you bring will allow you to work collaboratively with staff across the organisation and with our residents where you will professionally and positively interact with different groups of people, building relationships where you are trusted and inspire confidence. You must be able to prioritise your work, pay attention to detail and ensure you meet tight deadlines. You will contribute to ensuring our quality standards are met and our services delivered in meeting our residents' expectations. To do this you will be able to translate information, policies, and legislation, demonstrating excellent verbal and written communication skills in your dealings with stakeholders. Your IT skills will bring a proven ability in the use of various software packages to accurately populate and record information.

To perform well in this role, you'll need:
*Experience in delivering high quality customer service.
*Knowledge of women's housing issues, particularly in London.
*Experience in solving complex problems.
*Exceptional customer service skills, including remaining calm during difficult conversations and being empathetic.
*Ability to work flexibly and respond quickly to changing demands, while meeting deadlines.
*Excellent verbal and written communication skills.
*Good numerical skills including the ability to manage and calculate rent balances and service charges.
*Ability to build positive relationships with residents and to involve them in service delivery.
*Commitment to and ability to work effectively with colleagues and external partners to ensure a quality service.
*Commitment to and ability to deal robustly with difficult issues and achieve positive outcomes for WPH and residents.
*Excellent level of IT skills and experience of CRM databases.

About the organisation:
The organisation was founded in 1920 by women and men who understood the challenges faced by women trying to secure affordable, safe, and independent housing at the time. The need for safe, secure, affordable housing for single women is as great as ever. They remain committed to making a positive difference to women's lives by providing high quality homes and services.

Their vision is to make a positive difference to women's lives. Their mission is to provide homes and services which offer a springboard to independent women to achieve their potential and influence others to do the same. Their values, co-created with their staff and residents, reflect both their history and thei



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