Lettings Assistant

Purpose

Deliver our vision of More Homes, Great Services and Better Lives in supporting Lettings team colleagues in the allocation of NCHA properties of all tenure types ensuring minimum void times, sustainable tenancies and communities and the best possible customer experience throughout.

Main responsibilities

• Prepare advertisements for and advertise void properties, appropriate to each tenure type to facilitate lettings, minimising re-let times to give our customers their next home and build sustainable communities.
  
  
• Support Letting team colleagues in ensuring void times are managed within the agreed NCHA annual targets for all relets
  
  
• Support allocations and lettings processes by responding to customer enquiries, preparing sign up packs and agreeing incentives to be applied on hard to let properties.
  
  
• Process the termination of tenancies promptly and progress the return of keys to NCHA.
  
  
• Ensure all systems and records are updated and maintained on an accurate and timely basis; producing associated reports on the allocations and void service as and when required.
  
  
• Develop and maintain information required on new housing schemes for customers.
  
  
• Administer the HOMESWAPPER scheme and downsizing scheme; including payments from the budget.
  
  
• Deliver these functions in line with corporate aims and values, policies and procedures, meeting KPIs and outcome measures relevant to your role whilst remaining focused on providing excellent customer experiences and partner relationships as an ambassador for NCHA to enhance the organisations reputation.
  
  
• Carry out any other tasks relevant to your role as instructed by your managers
  
  

About the person (criteria used to shortlist applications)

Knowledge

• Knowledge of current social housing issues.
  
  
• Qualified to Charted Institute of Housing Level 2 or relevant equivalent qualification or be committed to undertaking ongoing professional development commensurate with the role.
  
  
  

Skills and experience

• Experience of working in social housing or a lettings environment
• Experience of delivering successful customer focused services
• Ability to communicate effectively with internal and external customers by demonstrating tact, diplomacy, sensitivity and customer care.
• Ability to solve problems fairly and logically
• Demonstrable high level of numeracy, IT and literacy skills

Personal qualities, values and behaviours

• An understanding of the needs of people from diverse social, cultural and racial backgrounds
• Demonstrates putting the customer at the centre of your work.
  
  
• Tries to do the right thing and acts with honesty and integrity.
  
  
• Treats people in a way you would expect to be treated by others.
  
  
• Looks for continual improvement in the customer experience and improved and efficient NCHA business processes.
  
  
• Demonstrates passion about what you do and the difference you can make.
  
  
• Acts positively and believe you can provide solutions to problems.
  
  
• Willingness to promote and adhere to the CLEAR values of NCHA.

Other role related requirements

Take personal responsibility for keeping up to date with current legislation and best practice, identifying training needs in self to ensure service provision is of the highest standard.