Social heart
Business head
Local impact

Housing Services Coordinator

Salary £32,000
Location London
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

About Shepherds Bush Housing Group

We’re a forward-thinking housing group in the heart of west London. Since we started in 1968 our ethos has remained the same: to provide affordable homes and services that build communities.

Here at Shepherds Bush Housing Group, we are passionate about what we do and apply our innovative outlook to find new ways to invest in people, communities and residents.

We offer careers that are both exciting and rewarding. We’re looking for people who bring a variety of different skills and experiences to help us continue to make a difference to the local communities we work within.

This is a unique opportunity to work for an award winning organisation and genuinely contribute to the achievement of our corporate aims and objectives.

About the role

Responsible for customers within our Housing Portfolio, the post holder will be the
point of escalation in the customer journey for new customers and internal
stakeholders. The coordinator is responsible for the successful completion of the
onboarding of the customer journey and the achievement of 90% Customer
Satisfaction. The post holder is also responsible for ensuring data across the teams activity is updated on a daily basis and will require weekly reporting to the Customer Operations Manager across dashboards.

Working alongside our team of Customer Relationship Advisors and Customer
Relationship Managers, the Coordinator will deliver services relating to the
customer’s journey from onboarding to the cessation of the tenancy. They will be
expected to manage customer enquiries to successful completion, liaising with
internal and external stakeholders on behalf of our customers to get the best
outcome.

The post holder will be expected to achieve all KPIs relating to Lettings, Property, Tenancy and Rents across their customer base. They will build and maintain strong relationships with their customers, identify needs through insight and run campaigns to improve the overall service for them. The post holder will be passionate about customer experience, have a strong grasp of housing and property management and be expected to be a self starter, capable of resolving problems with their own initiative.

Key Responsibilities

  • Responsible for the achievement of 90% customer satisfaction for their customers
  • Act as the point of escalation and contact for customer queries in relation to tenancy, lettings and customer dashboards
  • Supporting the operations manager with the coordination of new initiatives, dashboards and team huddles
  • Delivering sign ups and coordinating viewings for the team
  • Ensuring all dashboards are updated on a daily basis to ensure accuracy of data
  • Liaise with internal and external stakeholders to deliver positive outcomes for your customers
  • Ensuring all empty homes have a lettings or void plan, and ensuring correct delivery of voids in the business
  • Raising repairs when necessary and ensuring properties are ready to move into by liasing with the repairs team
  • Completing CORE Returns, and ensuring 6 week check in calls are completed identifying support needs and signposting to appropriate services to ensure tenancies are sustained and compliance actions are completed

Please see the job description for a full breakdown of duties and requirements.

About you

The successful candidate will have experience of the Social Housing Sector and delivery of Core Housing Services (including Repairs and Housing Management). You should also have experience of working with vulnerable customers with additional support needs and an understanding of repairs management.

You will have excellent written communication skills for effective correspondence, report writing and statistical work and excellent verbal communication skills including assertiveness, listening, negotiating and influencing skills.

What we can offer you

Please follow the link to read more about our great benefits and what we can offer you: https://www.sbhg.co.uk/life-at-sbhg

Equality, Diversity and Inclusion

We commit to ensuring that equality and diversity are integrated at the core of our business and respond to the needs of our employees, workers, stakeholders and customers. To read more about our commitment, please visit the following link: https://www.sbhg.co.uk/equality-and-diversity

We reserve the right to close this vacancy early if enough applications are received.

We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.

We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.

Our mission is social heart, business head, local impact.

Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.

Community focused

Putting our community and customers first.

Caring

Supporting each other and building strong relationships.

Accountable

Taking ownership for how we behave, spend money, and deliver high performing services to each other and our customers.

Innovative

Keeping an open mind to new ideas and being motivated to make a positive impact.

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