Customer Relationship Officer

1 week ago


Gainsborough, United Kingdom Acis Group Full time

Job Advert

**Who are Acis Group?**

We began as a social landlord providing homes in West Lindsey. Now we provide over 7,000 affordable homes across the East Midlands, Yorkshire and the Humber. Our homes include ones for affordable rent, Shared Ownership, people aged 55 and over and supported housing - but now, we do so much more. We take our roles in our customer’s lives seriously, putting them first in everything we do. And as part of that we’ve grown to provide wider services to truly support the communities in which we work.

In addition, there are over 4,000 learners a year are supported in local communities stretching from Sheffield to Mablethorpe - with everything from entry level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our employment and skills team, and CLIP, an education provider

**We have a fixed term position until August 2024**

Your role is all about helping to sell the properties we have available for sale and shared ownership and ensuring an amazing customer experience from start to finish. You’ll be busy talking about our new properties to whoever will listen and supporting people to progress their home purchases.

**As a Customer Relationship Officer, to deliver our home ownership sales programme, a typical day might include**:

- Talking to customers about their interest in our properties - turning enquiries into leads.
- Showing people interested in our available properties around the new homes in person or via the use of new technologies - turning leads into a sales.
- Supporting customers to progress a home purchase right from initial enquiry through to aftercare, delivering our customer first approach.
- Liaising with internal teams and external partners where required to ensure new customers are satisfied with their property purchase and process in the first 12 months.
- Ensuring we comply with our policies, procedures and legal obligations while delivering a great customer experience for every sale.
- Updating the customer relationship management system with up-to-date information.
- Working with the marketing and communications team to hone marketing techniques for available properties - coming up with innovative ideas for any ‘hard to sell’ homes.
- Monitoring site marketing
- Conducting post completion inspections with customers to agree the standard
- Supporting new customers through the newbuild 12-month warranty period
- Providing sales progression performance reports to the Home Ownership Manager
- Identifying potential changes to sales and marketing approaches when performance is not being met

**What looks good to us**:

- A good standard of education, with strong numeracy, literacy and communication skills.
- Excellent interpersonal skills.
- At least three years’ experience of working in a fast paced, property sales or real estate environment - ideally in a Housing Association, but not essential.
- Excellent customer service and acquisition skills, with a focus on sales, aftercare and upselling. A customer-first attitude is essential.
- A good knowledge and understanding of the mix of housing tenures, particularly shared ownership.
- An understanding of Homes England affordable home ownership products and funding guidance and relevant legislation around the sale of homes
- Good IT skills with experience of utilising a customer relationship management system
- Strong organisational skills with the ability to juggle projects and priorities.
- Ability to work effectively as part of a team, but also on own initiative.
- Ability to be flexible with working hours to meet the needs of the business. This may include weekends and evenings, at times.
- Resilience. Working in social housing is a challenging but rewarding career, you’ll be helping to bring real change to our customer’s lives.

**...and what will help you stand out from the crowd**:

- Hold a relevant qualification in the property sales and/or housing discipline.
- Proactive in seeking results
- A good knowledge of how Housing Associations work and their priorities.
- An understanding of modern marketing techniques and how sales fits into the process.
- Good organisational skills with the ability to juggle projects and priorities.
- You’ll be adept at change, having got hands on experience living and breathing new ways of working and knowing how to bring your colleagues along for the experience.

**Being part of the Acis team, you’ll get**:

- Generous holiday entitlement - At least 25 days annual leave every year, plus bank holidays
- Pension contributions up to 10%
- The opportunity to undertake professional training, funded by us.
- Staff benefits with Paycare - A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more
- Benefits with Acis Perkz - a discount scheme giving you savings off



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