Property & Tenant Services Officer

**Property & Tenant Services Officer**

Salary £26,000 - £29,000 - dependent on experience

37 hours per week (including 1 in 4 Saturday, with time off in lieu)

Location: Luton

We have a permanent opportunity for an experienced Property & Tenant Services Officer to work for an established housing association.

As an experienced housing professional, you will be able to hit the ground running and manage the existing housing portfolio. Being the main point of contact to deliver the end-to-end tenancy management service.

**A full clean UK driving licence and access to own car for work is essential.**

**Responsibilities - Property & Tenant Services Officer**:

- Comprehensive delivery of tenancy for a portfolio of homes, including provision of a core management service responding to customers enquiries.
- Embed a great service culture that promotes and embraces high levels of tenant and community engagement and involvement. Providing a flexible and responsive service to meet the needs of our customers.
- Creation of Sustainment Business Plans for all portfolios.
- Creation, agreement and regular review of Customer Sustainment Plans for all customers.
- Develop and deliver strategies and services that are designed around the current and future needs of our tenants and customers, are in line with the changing operating environment, complement existing service provision and maximise the use of company’s resources.
- Development and efficient operational delivery of portfolio of customer service, housing and support, resident engagement; and community regeneration. Ensure that services are aligned to our corporate strategy and enhance customer experience.
- Lead and inspire person-centred services that deliver great customer outcomes and provide real value for money.
- Work in collaboration with the Homes with Support teams to create a pathway for customers in independent living.
- Work with clients to address issues with rent collection. Follow the housing management process, and follow methods of rent collection, arrears management working with internal Finance team to address/resolve issues related to rent arrears management.
- Accountable for managing and implementing the outcomes arising from review or scrutiny of service and resident priorities.
- Observe and comply with company policies and procedures and observe and continually promote equality and inclusion and customer care in compliance with organisational aims and objectives.
- Continuously seek realistic ways to improve efficiency and effectiveness in your role, to help the department, and company achieve its goals.
- Investigate and respond to any complaints and/or safeguarding issues.
- Demonstrate strong stakeholder negotiation skills, including design and delivery of business development strategy reports supporting the wider strategy.
- Be able to work well autonomously, as well as work in a collaborative manner with the wider team to ensure effective delivery of new business services.

**Knowledge / Experience - Property & Tenant Services Officer**
- Experience of working in a customer centered environment
- Experience of working in social housing sector
- Basic knowledge of tenancy rights & responsibilities, obligations of landlord & tenant
- Experience of a housing software package e.g. SDM, Reapit
- Demonstrable experience of working with vulnerable individuals and families with complex needs
- Demonstrable experience of partnership working, liaison and negotiation with external agencies and partners.
- Demonstrable knowledge and understanding of equality issues and legislation and how they impact on service(s) provided and able to integrate equality policies into service delivery.
- Business skills or awareness
- Excellent communicator - capacity building, negotiation, trust
- Presentation skills
- Commercially minded decision maker
- Self-motivated/accountable
- Collaboration with others
- Planning skills
- Good IT literacy, digitally inclusive
- Able to work under pressure, manage competing work demands methodically to achieve targets and meet changing demands and priorities.

**Job Types**: Full-time, Permanent

Pay: £26,000.00-£29,000.00 per year

**Benefits**:

- Company pension
- On-site parking

Schedule:

- Monday to Friday

Work Location: Hybrid remote in LUTON

Reference ID: 2371