Shops, Home Ownership & Lettings Assistant

Location: Peterborough, Shrewsbury Avenue

Salary: GBP17,166.89

The Vacancy

Permanent – 25 hours per week – Office Based

If you have excellent administrative skills and can effectively prioritise, our client would like to hear from you! They are seeking a Shops, Home Ownership and Lettings Assistant to join their Housing Needs team.

The role is responsible for providing administrative support in the management of shops and assisting with the work of both the Home Ownership and Lettings team, ensuring that they have a high–quality team–based approach to the management of these respective services.

This role is based at their Head Office in Shrewsbury Avenue with travel to their Peterborough and surrounding area properties (usually within 1 hr of Peterborough). The 25 hours per week must involve working some hours on a Friday, however they are happy to discuss when the other hours are worked.

They are looking for someone to:

Provide a high quality and responsive service to all our Shop Lessees offering advice and guidance where required and ensuring a real commitment to first class customer service in line with their policies and procedures. Being proficient in communicating via Live Chat, email or by phone using jargon free language.

Follow their processes to ensure that applicants for shops fully meet the necessary eligibility criteria for taking on the management of the shops.

Liaise with solicitors where appropriate on the lettings of shop leases and arising enquiries.

To be a first point of contact for all shop related enquiries, and to ensure that systems and records enable other members of the team can handle queries in their absence.

Develop a full understanding of their shop portfolio to ensure that they always have full and accurate records on the daily management of shops.

Monitor the monthly payments made by shop owners and ensure that payments are always made on time and are up to date.

Work alongside Home Ownership Team and the Lettings Team and contribute to an ethos of teamwork, joint working and providing a seamless and professional service to all customers. This will include working with these teams on:

Maintaining their Applicant Pool

Handling live chat enquiries

Maintaining their Managing Agents records and monitoring.

Maintaining records of Homeowners and Applicants

Processing of applications for Mutual Exchanges

Processing of Home Ownership enquiries

Processing of applications for garages

Monitoring Service Charges

Comply with GDPR and other regulatory standards when managing customer information and insight. Responsible for ensuring data captured across each of Shops, Home Ownership and Lettings meets the standard as set out in their data quality process.

To identify opportunities for continuous improvement in their systems and processes, providing the Home Ownership and Lettings Manager with recommendations of where ways of working can be improved. To provide management information reports as requested by the Team Leader.

Knowledge and Experience

Essential:

A positive and enthusiastic approach allied to a professional work ethic

Experience and a demonstrable passion for working in a customer–focused environment

Significant and demonstrable experience of working with the public, over the phone and face–to–face

Solid experience of general administrative duties in a business environment

Experienced, pro–active and confident in dealing with customer complaints or conflict and of managing customer expectations.

Desirable:

Experience of property management

Experience of allocations and lettings using housing management systems.

Skills and Abilities

Demonstrates a can–do attitude in both words and action, and at pace.

Strong administrative skills; accurate and with attention to detail

Effective user of computer systems including Microsoft applications and databases (Word, Excel, Outlook)

Numerically proficient with an ability to manipulate data and undertake basic analysis.

A self–starter; able to use initiative.

A team player who actively works to ensure that the team has an excellent reputation and meets targets consistently based on their individual contribution to the whole.

Highly skilled in prioritising and organising own workload to meet tight deadlines with minimal supervision.

Excellent written and verbal communication skills, able to record information accurately and concisely

Flexible and responsible working style

Confident and able to deal with difficult situations or customers in a calm/diffusing way

Additional Information

Willingness to undertake and maintain a basic DBS disclosure.

Maintain a full current UK driving licence with access to a suitably insured vehicle

Must be able and comfortable to carry out lone working duties