Lettings Officer

Here at Ongo, we believe everyone has the potential to be great. It’s what drives us to come to work and do our jobs every day.

Most people know us as a landlord providing homes to 10,000 people and their families. But homes aren’t our business, people are.

We are looking to appoint an Lettings Officer on a permanent basis within our Lettings team with a salary of £28,049.

**Overall Purpose of Job**

To provide the effective delivery of an excellent lettings service which delivers customer focused outcomes, high levels of satisfaction, efficiency and value for money.

**Main Responsibilities**
- The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
- To advertise and allocate properties effectively and efficiently in accordance with relevant policies and procedures.
- Monitor and control the progress of empty properties to meet targets and minimise loss of revenue.
- To carry out property inspections and make decisions and recommendations in relation applicants leaving their tenancy or requiring housing.
- To carry out accompanied viewings and market the properties and services available.
- To carry out robust pre-tenancy checks for all prospective tenants to assess risk in order to maximise tenancy
- Deal with all requests for mutual exchange.
- Ensure that all prospective tenants are advised and understand the rights, duties and obligations of the tenant and Ongo Homes Ltd.
- Represent Ongo Homes Ltd at multi-agency meetings relating to allocations and lettings issues.
- Undertake other duties and responsibilities appropriate to the grading of the post, as considered appropriate by the management team.
- The post is not restricted to a specific location and the post holder will be expected to work at any location as required.

**Creativity & Innovation**
- To assess working procedures and to make recommendations for service improvement & efficiency gains.
- To have the ability and confidence to make potentially life changing decisions that may affect customers.
- Have the ability to make timely decisions based on current policies and procedures.
- Being able to problem solve under pressure on a daily basis and have the confidence to be able to justify decisions made.
- Look at issues creatively and assess quickly what resolutions can be put in place.
- Ability to adapt approach when dealing with diverse needs and abilities of customers.
- Ability to communicate difficult decisions in a considerate and constructive way.

**Contacts & Relationships**
- Continuous contact with customers, receiving, assessing and resolving enquiries in the course of delivering the lettings service
- Regular contact with representatives of voluntary and statutory organisations in order to exchange information and contribute to joint working on complex cases.
- Contact with staff at all levels across the organisation in the course of delivering the lettings service
- To engender strong links with internal teams and external organisations to develop and promote good delivery of lettings and customer services, including Local Authorities, Probation Services, Police & Health.

**Decision Making - Discretion**
- Makes appropriate choices and decisions when assisting customers with their enquiries taking into account customer expectations and resource limitations.
- Decides when and where to refer enquiries, and when to retain or relinquish control of the enquiry.
- Ability to make timely and effective decisions with conflicting priorities and changing demands.
- Assesses when the delivery of a positive outcome for customers is threatened by unsuitable procedures and policies, and acts to prevent that happening.
- The post holder has the final decision relating to allocation
- Making appropriate decisions to ensure discretionary incentive budgets are spent effectively.

**Decision Making - Consequences**
- Budgets and Value For Money - potential overspend on budgets
- Customer satisfaction - potential poor customer satisfaction for lettings services and influence customer satisfaction results
- Image of the company/team from customers and other organisation - risk that the reputation could be damaged and hard to repair
- Health and Safety and risk to others - risk that a person could be injured and potential compensation claim.
- The operation of other teams and their ability to provide excellent customer services and meet operational targets by not reporting issues that are the responsibility of that team
- Ability to achieve key performance indicators - decisions on time management and prioritisation would influence achieving KPI’s which in turn could affect any of the above points
- The post holder will be working to Ongo policies and procedures and the implications of their decisions will impact on various internal teams of the Ongo Group.

**Responsibility for Resources**
- Can collect cash when out on the