Customer Choice Lettings Advisor 

 

Location: Letchworth, Hertfordshire

 

Salary: £35,519, plus essential car allowance

 

Hours: Full Time

 

Contract: Maternity Cover – 12 months FTC

 

 

Role Purpose

 

settle has started to develop a new approach to the customer experience with the introduction of the Customer Service Team and the Contact Centre; your task will be to deliver these ambitions. You will have the ability to work with customers and to manage the allocation of tenancies in agreed timeframes. You will work closely and collaboratively with the Voids Team, Customer Contact Team and the Mobile Housing Officer Team ensuring joined up services are delivered that meet customer service and performance expectations. 

 

 

 

Making it happen! 

 

You will:  

 

• Manage the allocation of properties in accordance with the Common Housing Allocations Scheme policy and performance targets  

   

  Manage the allocation of settle properties advertised via the Choice Based Lettings Scheme within agreed time frames 

   

  Manage the advertisement of properties outside of the district via nomination agreements with partnering RSL’s and Local Authorities  

   

  Constantly monitor and manage voids, minimising void periods  

   

  Provide monthly statistical information  

   

  Provide comprehensive advice and support to all housing applicants  

   

  Work closely with the Contact Centre, the Voids Team and Housing Officers to provide a joined up, collaborative service for customers 

   

 

 

You will also: 

 

• Carry out viewings and sign ups for all new general needs allocations 

   

  Process the termination and commencement of tenancies 

   

  Collect and input tenant profile data  

   

  Carry out a formal review of all fixed term and assured shorthold tenancies granted  

   

  Liaise with officers to arrange viewings and sign ups for retirement living and flexi care offers.  

   

  Work closely with the North Herts Housing Partnership and other agencies wherever necessary to process bids, allocations and minimise delays in the void properties.  

   

  Deal with re-housing enquiries in an informative and sensitive way  

   

  Work collaboratively as part of a team to deliver the choice based lettings service

   

 

 

A basic must! 

 

Able to:  

 

• 2 years experience of working in a housing management team in social housing  

   

  Experience of effective and efficient allocation of the housing stock in line with housing policy.  

   

  Ability to deal with sensitive and difficult housing issues in a professional and sympathetic manner  

   

  Cope well under pressure  

   

  Experience in a lettings function together with practical operation of an allocation policy.  

   

  Experience in the reduction of void periods 

   

 

 

For added brilliance!  

 

• Ability to identify and solve problems  

   

  You’ll be passionate not just about lettings and allocations, but also great customer services.

   

 

Closing Date: 8th June

 

 

Our story

 

 

In 2003 the council homes in North Hertfordshire were transferred to a new housing association with the aim of improving tenants’ homes and creating the capability to build more affordable housing.

 

 

In 2018 we became settle. The change reflects how we have evolved as an organisation with a clear identity and a passion for delivering more high-quality affordable homes. As the name suggests we want customers to be able to settle – to find somewhere they can establish themselves, create a life, a community and prosper.

 

Getting the basics right, creating a great customer experience and delivering new homes to meet local needs are what makes settle a great housing association. This doesn’t happen by chance – we focus on neighbourhoods, helping with employment and support and by tackling loneliness.

 

 

The commitment, passion and care that our colleagues demonstrate every day is what makes us special. We are proud to work in social housing, we care deeply about the lives of our tenants and how we can help, and we are committed to making settle the housing association in Hertfordshire and Bedfordshire.

 

 

What we offer:

 

• A competitive salary

   

  Generous holiday allowance

   

  Stakeholder pension scheme

   

  Life assurance

   

  Health care cash plan

   

• Enhanced maternity, paternity and adoption leave

   

  Counselling sessions

   

  Training and development opportunities

   

  Flexible working

   

  Corporate performance pay award