Leasehold and Tenancy Services Officer

**Job Title**:Leasehold and Tenancy Services Officer
**Contract Type**:Permanent
**Salary**:£33,487 per annum (£36,850 is achieved after 12 months successful performance in the role)
**Working Hours**:35 hours per week, full time
**Working Pattern**:Monday - Friday
**Location**:Liverpool, Speke, Estuary Boulevard

**The difference you will make as a Leasehold and Tenancy Services Officer**

You will provide a customer focused, management service to all Home Ownership customers across the London region, ensuring the contractual obligations as defined in individual leases and tenancy agreements are conducted in line with the legislative requirements and compliance Group standards.

**About you**

We are looking for someone who:

- Has up to date knowledge of leasehold legislation, regulation and standards, including Section 20 requirements.
- CIOH partial/fully qualified or equivalent qualification or experience.
- Excellent attention to detail with the ability to work under pressure delivering to strict deadlines
- Results driving with strong analytical skills, including the ability to critically analyse complex information and experience of providing meaningful management information.Customer focused with excellent communication skills both written and verbal with the confidence to interact with employees at all levels.

**Why Riverside?**

One Housing is part of 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
- Flexible working options available
- Investment in your learning, personal development and technologyA wide range of benefits

**Diversity and Inclusion at Riverside**:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

**Role Profile**
- Undertake the role of Account Manager for shared ownership, leasehold and assured short hold rent customers; including commercial properties (if required), advocating for the customer and ensuring services provided by the Group are delivered efficiently and in line with cost, quality and compliance standards.
- Support the Group Compliance function to ensure our buildings are safe. Proactively engaging with customers to inform them of their role and provide customers with relevant information.
- Lead, motivate and engage with site-based Caretakers (where applicable) to ensure the delivery of a high-quality service to support Home Ownerships strategy and objectives.
- Maintain knowledge of leasehold legislation and technical aspects of all varieties of lease agreements to ensure escalated and complex queries are resolved effectively.
Support with the co-ordination of court cases and First Tier Tribunals including providing the required information to support mediation and legal challenges for Home Ownership.
- Represent the Group in Court for all cases brought against customers in your regional area,
- ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up
- to date with developments and outcomes.
- Contribute to the setting of service charge budgets, providing first line support for customer queries. Facilitate customer/resident budget and year end meetings, as required.
- Promote customer engagement, both formally and informally via residents’ groups, where established, to provide mechanisms for customers to provide feedback on services, promote involvement and provide influencing opportunities to support scheme improvements/customer perception with Home Ownerships business area.
- Deliver proactive contact with customers and follow up outstanding actions included within any customer satisfaction feedback analysis.
- Form and maintain a close working relationship with your colleagues in maintenance, building safety, asset services and environmental teams to ensure strong links and collaborative approach in the management of service charges.
- Manage customer complaints in line with the agreed process via the groups Complaint Dispute Resolution Team, ensuring