MMP Consultancy are looking to recruit a Senior Tenancy & Leasehold Manager on a permanent basis working for a housing association based in Camden.
To lead and manage six patchless Tenancy Leasehold Managers and will work in the Tenancy & Leasehold team. You will be responsible for dealing with any queries from residents on a particular neighbourhood area from all leaseholders, shared owners & social tenant that are complex to handle in the Customer Service Centre, with the objective of continually reducing customer complaints.
This will be a permanent position paying 45K
To be a customer service champion ensuring that all contacts are owned and resolved through to completion seizing opportunities to implement innovative and creative solutions.
Assess and resolve a wide range of complex enquiries in accordance with established processes, procedures, and policies with the objective of providing an outstanding customer experience. This includes, but is not limited to, permissions, licences, successions, subletting, assignments, tenancy visits, tenancy checks, general queries.
Utilise and promote a range of technologies to communicate with customers.
Use necessary business systems in an appropriate way to record information relating to all interactions in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers.
Carry out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
Achieve all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction.
Carry out service improvements to ensure the team are delivering on key performance indicators.
Work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered for our customers.
Ensure customers can influence our services by passing feedback and making suggestions on how our processes, procedures and policies can be amended to provide a better customer experience.
Always represent the organisation in a professional and appropriate manner.
Pro-actively contribute to the reputation of One Housing through all customer contact channels and provide customer service in a professional, friendly and empathic way.
Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre.
Lead, manage and coach Tenancy & Leasehold Managers ensuring that they deliver services in line with OHG values. This will include regular 121’s and supervision.
Skills & Abilities:
Demonstrate an excellent standard of numeracy and literacy.
Excellent customer care and communication skills both oral and written.
Experiencing of leading, managing, supporting and coaching teams
Ability to build excellent relationships across the business with all relevant stakeholders.
IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate inhouse systems.
Self-motivated, assertive and confident.
Experience of resolving residents’ queries for either homeowners or tenants or both.
Title: Tenancy & Leasehold Manager