Connect with what you’ll do

In the role you’ll:
„ Investigate and resolve lease-related queries quickly and accurately.

„ Ensure observations are responded to as part of the section 20 consultation process.

„ Work with solicitors to find solutions to complex cases.

„ Carry out estate visits to support homeowner customers with enquiries and issues.

„ Work collaboratively with colleagues across the business to make sure queries are resolved effectively.

„ Contribute to the team management of our portfolio of properties with managing agents.

„ Ensure prompt arrears recovery by proactively managing the accounts of our leaseholders and shared owners

„ Use CRM to manage cases and resolve queries effectively.

„ Work collaboratively with the finance team to support service charge management and recovery.

„ Support shared owners by managing resales and staircasing transactions, being an expert in this field.

„ Be brilliant at the basics, knowing your role, your systems, your service and your customers inside out.

„ Remain curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.

Connect with how you’ll do it

We’re looking for someone with experience of:
„ Housing and leasehold management and shared ownership properties.

„ Dealing with the section 20 consultation process.

„ Supporting homeowners with enfranchisements, deeds of variation, lease extensions, service charge recovery and leasehold legal disputes & resolutions.

It’d blow us away if you had:
„ Experience of First Tier Tribunal hearings and other legal casework.

„ A proven track record of delivering excellent customer service with a ‘customer first’ approach.

„ Experience of managing leasehold arrears

The key behaviours we expect in the role include:
„ Role modelling our values: We know our stuff / We make it happen / We care

„ Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.

„ Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.

„ Taking pride in being organised, prioritising tasks to meet deadlines.

„ Being self-motivated and able to work without close supervision.

„ Being a great team player and doing what it takes to keep the business moving forward.

„ Working in a methodical way with excellent accuracy and attention to detail.

„ Championing collaborative working across the organisation.

„ Taking ownership and being tenacious to make things happen.

„ Building trust by doing what you say you will.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: £34,994.00 per year

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Teddington, TW11 8GT