Job Description

Job Category: Customer Service
:
Job Title: Housing Management Services Officer
Contract Type: Fixed Term Contract for 6 months
Salary: 26,153.96 Per Annum (28,739.52 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Monday to Friday, 0900 to 1630hrs
Location: Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you will make as a Housing Management Services Officer
You will deliver quality housing management services to customers of social housing and RHO, ensuring that customer queries are dealt with quickly and accurately. You will role model Our Riverside Way values and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments. You will drive the continuous improvement of the customer experience, while relentlessly reducing waste and improving value for money.
About you
We are looking for someone with:

• Demonstrable commitment to the Riverside Values
• Proven ability successfully resolve customer queries.
• A strong customer focus, with excellent communication and influencing skills.

Why Riverside?
At 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 technology
• A 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.
Applications may close before the deadline, so please apply early to be considered
Role Profile

• Deliver end to end case management of simple tenancy & leasehold queries that do not require site visits, maintaining accurate records and escalating issues where appropriate. Examples include but are not limited to processing power of attorney documentation, updating occupant details on receipt of relevant documents, amending systems to reflect tenancy changes etc.
• Use the workflow management system, to resolve queries, escalate decisions, direct tasks and progress cases in accordance with policies and procedures.
• Work collaboratively with colleagues in the Customer Service Centre and Housing Services to ensure that queries are resolved as quickly as possible, without multiple handoffs, maintaining accurate customer records to support effective tenancy and leasehold management. This may include signposting where appropriate and managing expectations when required.
• Contribute to the improvement of processes and identify opportunities to enable first contact resolution by improving information held in the Knowledge Base.
• Ensure compliance with Group requirements in health & safety, safeguarding, equality & diversity, and data protection

Person specification
Knowledge, Skills and Experience
Essential

• Demonstrable commitment to the Riverside Values
• Proven ability successfully resolve customer queries.
• A strong customer focus, with excellent communication and influencing skills.
• Experience of working in tenancy and / or leasehold management
• Proficient in use of MS Office Suite
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same.

Desirable

• Competence in using Open Housing and Salesforce

About Us:
Riverside is one of the UK's leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Skills Required