Lettings Assistant

Job Title: Lettings Assistant Contract Type: Permanent Salary: £23,330 (£25,622 is achieved after 12 months successful performance in the role)Working Hours: 35 hours per week, full time Working Pattern: Monday – Friday Location: West Bromwich, Sandwell PFIIf 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. The difference you will make as a Lettings Assistant Deliver a quality lettings service for social housing, ensuring that homes are let quickly and appropriately, at the required standard, minimising rent lost through empty homes. 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. About youWe are looking for someone with • Proven ability to show initiative and take ownership of tasks. • A strong customer focus, with excellent written and verbal communication skills. • Proficient in use of Microsoft 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. 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 avoid disappointment.Role ProfileDeliver end to end management of empty homes, from the point that notice is received (or handover date is received), to the creation of the new tenancy on the housing management system. Work collaboratively with colleagues in Asset Services and Housing Services to ensure that properties are let as quickly as possible, to the required standards and KPI.  Manage notice periods, advising customers of their responsibilities, securing a forwarding address and making arrangements for any arrears to be paid, making arrangements for notice inspections and viewings.  Manage customer housing applications using the Choice-Based Lettings (CBL) System.  Advertise and allocate properties in line with lettings policies and strategies, using CBL partnerships, local nomination arrangements and online advertising as appropriate, ensuring that photographs and information provided about the property are an acceptable quality.  Carry out appropriate pre-tenancy checks, including an income and expenditure check, to support customers to ensure that they are able to afford the property and referring on for specialist support as appropriate. Take initial rent payments in line with our 'Rent when due' approach, and agree and set up payment plans. Support with on-boarding new customers through the Digital Tenancy Sign Up portal.  Make appointments as necessary for viewings, sign ups, turn on and tests, liaising with colleagues in other teams. All sign-ups are completed in person. Maintain accurate customer records, preparing sign up documentation and creating tenancies in the housing management system, and accurate void management records to ensure that reporting is correct, up to date and reliable. Complete and upload the CORE form for all lettings.  Establish a positive relationship with new customers, acting as the key point of contact until they have successfully moved in, answering questions and resolving issues to drive high levels of satisfaction with the lettings process.  Deal with customer enquiries which may be face to face include attending to visitors whilst promoting a culture of customer care and continuous improvement. Actively manage Customer Relationship Management queues within deadlines and respond to customer complaints. Provide an efficient and welcoming reception and telephone service to all customers in line with Riverside service standards. Maintain and administer office records and systems for complaints, commencement and termination of tenancies in accordance with Riverside procedures. Liaise with a wide range of internal and external partners with regard to specific areas of service delivery such as repairs and maintenance, planned works contractors and debt recovery providing advice and assistance and if required referral for more detailed assistance. Support the repairs maintenance team in logging repairs, arranging gas service inspections and administrating certificates on the MRI system. To be able to use a wide range of IT packages such as Microsoft word, excel and spreadsheets and to be able to maintain various databases and IT packages. To provide a range of administration duties such as post, stationery, filing, EDMS, flexi system and general office duties. Support the activities of the other PFI projects having an understanding of the day to day operations, assisting with problem solving, providing ad-hoc support and attending meetings, minute taking as the need arises. Co-ordinating internal and external communications on behalf of the management team. Responsible for administering and ensuring compliance with Health and Safety legislation within the PFI’s offices together with other regulatory obligations, assessing risk and putting in place relevant control measures. Organise travel arrangements, training events, conferences and public relations events. To have willingness to undertake office fire warden and first aid duties. To be part of cashier desk and office open and closing rotas, as and when required but a minimum of three times within the working week Support the Projects Supervisor in collation and reporting of performance data and any ad-hoc projects and audit. Support other administrative staff across the PFI as directed to ensure adequate cover for Asset Management and Housing Services administration.  Person specificationKnowledge, Skills and Experience Essential• Proven ability to show initiative and take ownership of tasks. • A strong customer focus, with excellent written and verbal communication skills. • Proficient in use of Microsoft 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.Desirable• Competence in using Open Housing and Salesforce, or CX (Civica) and Microsoft Dynamics. • Experience of working in Lettings.