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Housing Management Services Officer

2 weeks ago

Liverpool, United Kingdom The Riverside Group Full time

**Job Title**:Housing Management Services Office

**Contract Type**:Permanent

**Salary**:£22,535 (£24,907 is achieved after 12 months successful performance in the role)

**Working Hours**:Full-Time 35 hours

**Working Pattern**:Monday - Friday

**Location**:Liverpool

**Why Riverside?**

At Riverside, we’re a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

**Working with us, you **’ **ll enjoy**:

- Competitive pay & generous pension
- 28 days holidays plus bank holidays (Full Time Equivalent)
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits

**The difference you will make as a **Housing Management Services Office**

The role holder will deliver quality housing management services to customers of social housing and RHO, ensuring that customer queries are dealt with quickly and accurately. You will model Our Riverside Way values, and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments.

**About you**

We are looking for someone with:

- Demonstrable commitment to the Riverside Values
- Proven ability successfully resolve customer queries.
- A strong customer focus, with excellent communication and influencing skills.
- Experience of working in tenancy and / or leasehold management

**Job Purpose**:
You will deliver quality housing management services to customers of social housing and RHO, ensuring that customer queries are dealt with quickly and accurately. You will role model Our Riverside Way values, and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments. You will drive the continuous improvement of the customer experience, while relentlessly reducing waste and improving value for money.

**Role requires you to**:

- Deliver end to end case management of simple tenancy & leasehold queries that do not require site visits, maintaining accurate records and escalating issues where appropriate.
- Work collaboratively with colleagues in the Customer Contact Centre and Housing Services to ensure that queries are resolved as quickly as possible, without multiple handoffs, maintaining accurate customer records to support effective tenancy and leasehold management.
- Contribute to the improvement of processes and identify opportunities to enable first contact resolution by improving information held in the Knowledge Base.
- Ensure compliance with Group requirements in health & safety, safeguarding, equality & diversity, and data protection.

**Person Specification**

**Knowledge, Skills and Experience**

**Essential**
- Demonstrable commitment to the Riverside Values
- Proven ability successfully resolve customer queries.
- A strong customer focus, with excellent communication and influencing skills.
- Experience of working in tenancy and / or leasehold management
- Proficient in use of MS Office Suite
- Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
- Proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same.

**Desirable**
- Competence in using Open Housing and Salesforce