Please Note: The application deadline for this job has now passed.
Job Introduction
What you’ll do
As a Home Ownership Support Co-ordinator, you’ll play a key role in the Home Ownership Support Team, delivering great outcomes for our residents and the wider organisation. Reporting into the Home Ownership Support Team Leader, you’ll be the first point of contact for our customers, ensuring customers instructions and queries across a range of Home Ownership Support functions are handled quickly and efficiently, supporting first call resolution for the team.
We support flexible working arrangements that foster collaboration, combined with the power of in-person interactions. For this role, we’d expect you to be in the office or out and about with customers for at least three days a week to ensure we’re at our prime, crafting exceptional customer experiences and achieving outstanding business outcomes.
This role will be a job share and you will ideally work 9am - 5pm on Wednesdays and Fridays.
How you’ll do it
You’ll be crucial in managing incoming correspondence and ensuring workloads are distributed evenly and dealt with quickly. You’ll support the team and wider department by managing shared communication channels, providing reporting and supporting on projects and administrative work as needed:
- Achieve aspirational customer satisfaction and service delivery targets as set by the Home Ownership Support manager, in line with our customer strategy.
- Manage a demanding workload, juggling competing priorities, ensuring queries/instructions are progressed and deadlines met. Work under your own initiative to determine actions and advice needed for each interaction, escalating or seeking advice as necessary.
- Manage shared communication channels for the team or wider department, acting as a first point of contact for external enquiries, supporting first contact resolution where possible or ensuring they are redirected/escalated accordingly.
- Support the team and wider department where needed by assigning and distributing workloads evenly, ensuring it is actioned in line with SLA’s. • Support the team and wider department with project work as required.
- Provide performance data and reporting for the team or wider department, including analysis and commentary as required.
- Manage the accurate recording of data and assignment of actions on appropriate systems (e.g Workwise).
The Ideal Candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
You will have excellent interpersonal and communication skills, as well as organisational and administrative abilities; spoken and written English; and the ability to analyse data and write reports. You’ll have an eye for detail and be great with people, able to build and maintain positive relationships with a range of stakeholders and use this to advance transactions professionally and sensitively. You’ll be a problem solver who is motivated to unlock obstacles for our residents as well as a passion for delivering excellent customer service, keeping our customers at the heart of what we do.
Essential:
- Through knowledge of conveyancing and Low-Cost Home Ownership products, particularly Shared Ownership.
- Effective IT skills including basic/intermediate MS Office skills.
- Excellent interpersonal and communication skills.
- Experience of working independently to deliver excellent customer service across a diverse workload, in a fast-paced, target-driven environment.
- Excellent spoken and written English with the ability to analyse data and produce written reports.
- Excellent organisational and administrative skills.
Desirable:
- Experience of working in a property sales environment.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
For more information on what we do and what makes us different please visit:
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your CV and a supporting statement setting out how you meet the requirements for the role in no more than 1000 words! Closing date is 15th December 2024 at 23:59
Step 2: Successful candidates will be invited to interview - Successful candidates will be asked to present to the interview panel or submit a prescribed piece of work – you will be told in advance what you need to prepare for.
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
