Leasehold Advisor

**About Us**:
**THE EXTRAORDINARY STORY OF LISA’S DRIVE**

Growth, Planning and Housing in Westminster City Council is a world of extraordinary stories. Where reactive and passionate people are dedicated to enhancing services and creating real connections.

Take Lisa for example. The impact she’s had at her contact centre is remarkable. During Covid-19, Lisa focussed on increasing the coaching and support her staff received. This led to an interaction with a grieving resident who had lost his wife. Lisa’s training allowed the Customer Service Advisor to help the resident by opening up about their own experience. The conversation was so impactful that the resident even sent flowers to say thank you. It’s no surprise that Lisa runs a multi award-winning contact centre that’s now recognised across Europe.

**The Role**:
As a Leaseholder Advisor in our Neighbourhoods team, you can make your own powerful contribution to customer service. As a densely populated borough, Westminster has a large number of leaseholders living in shared housing blocks. From tenants purchasing their properties under right to buy to residents paying service charges for communal resources, there are new issues to deal with every day. You’ll provide high-quality all-round support to the team and its customers: calculating and collecting service charges, producing documentation ahead of major works, resolving complaints and dealing with queries from residents and Westminster staff on leasehold matters. You’ll have plenty of opportunity to take ownership of your work and to develop new skills and knowledge.

Please refer to the **Job Description** for more information

**About You**:
You’ll be joining a knowledgeable and experienced team, ready to share their expertise with you, but a background in leasehold management would be helpful, as would familiarity with office IT systems. More important, however, is some skill in accounting and good communication and customer service skills. If you’re a quick learner, able to carry out accurate work at pace, we’ll teach you the rest.

**What We Offer**:
Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.