Housing Officer

2 weeks ago

Carlisle, United Kingdom The Riverside Group Full time

**Job Title: Housing Officer**
**Contract type: Permanent / Hybrid**
**Full time: 37.5 hours per week**
**Salary: £27,409 per annum.**
**Working Pattern: Monday to Friday**
**Location: Gateshead, Carlisle, Cumbria**

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**

In this role you will 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.

**So, who are you?**

We are looking for someone with relevant p roven track record of delivering a high-quality customer service function, preferably in the housing sector, ideally in this role you should have an e ffective stakeholder management skills, both internally and external to the organisation, including the ability to successfully persuade and influence others. Although not essential, an e xperience of inputting into the managing of budgets would be an advantage.

**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.

**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 effective third party arrangements and ensuring services adhere to industry and Group quality and performance standards.
- Build relationships with local internal and external stakeholders in order to foster partnership working to deliver improvement.

**Service Delivery**
- Contribute to the continuous improvement of processes

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