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Senior Homeplan Agent

4 months ago

Hemel Hempstead, United Kingdom Thrive Homes Full time

We have an exciting new opportunity for a **Senior HomePlan Agent **to join us here at Thrive Homes Our Frontline are responsible for providing the day-to-day service to our customers, providing inventories, comprehensive advice & support, supplying compliance and issues resolution with specialist know-how.

Thrive Homes is an award-winning housing association with a strong track record and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people enjoy living. We currently manage over 5,000 properties across the Home Counties, but our new strategic ambition and vision is to grow our existing portfolio to 10,000 homes for the local communities.

We operate full agile working conditions from home and our office in Apsley, Hertfordshire. We pride ourselves on looking after our employees by offering progressive careers and leading benefits and we aim to attract the very best talent.

**The Opportunity**
- Manage homeplan agents and planners
- Establish risk-based inventory cycle
- Deliver a customer conscious
- Monitor delivery of home plans and standardise customer experience
- Carry out home plan visits to complete inventories, monitor tenancies and the condition of the home
- Book and monitor follow up works and actions and complete associated administration
- Identify and escalate support requirements to the appropriate support channel e.g. sustainment and intervention
- Manage the ‘relationship’ between Thrive and our customers focussing on managing expectations, behaviours and adherence to contractual / tenancy obligations.
- Carry out estate inspections to check cleaning, grounds maintenance, identify repairs and hazards such as fly tipping or bulky waste
- Collaboration and support across the team and business to ensure resolution of issues are achieved.

**Requirements**:

- Full Driving Licence and use of a vehicle
- Great customer service skills
- Understanding of tenancy management and how to identify repairs
- Experience of delivering services to a diverse customer base.
- Good administration and IT skills

**Benefits**
- Salary of **£36,000** per year.
- Annual Leave - 25 days per year increasing by one day per completed holiday year to 30 days maximum
- Life assurance - a payment of X3 your salary
- HealthShield - facility to claim cashback for dental, optical and physiotherapy costs, alongside wellness services
- We have a performance bonus up to 4.5% of salary, which is discretionary and non-contractual
- Annual Flu Jab - provided each winter to all employees
- Enhanced Flexible Reward Pot - £900 each year in April to spend on flexible benefits (after completing your 6-month probation and it will be on a pro rata basis)
- A range of engagement activities aimed at building team morale, supporting both physical and mental health and celebrating all things that make us different
- Shopping portal - access to hundreds of money saving options for online and high street shopping.
- MyGym discount - discounted rate at a local gym or gym chain. Which is paid directly from your bank account.
- Thrive Homes is a Mindful Employer, and you can access support from our Mental Health First Aiders
- A range of engagement activities aimed at building team morale, supporting both physical and mental health and celebrating all things that make us different
- Team days - twice a year