Job Introduction
Do you have the customer focus, attention to detail and relationship skills to be an integral part of a team who manage all legal, staircasing and resale transactions for our leasehold customers?
Notting Hill Genesis is winning awards for its leasehold management, meeting customers’ rightfully high expectations and working in an increasingly challenging external environment requires change. We are looking for a highly committed and motivated individual to help us do this.
You will be part of the Home Ownership Business Support team who are responsible for providing an excellent end to end service for our leasehold customers in respect of all legal, staircasing and resale transactions.
As well as building a rapport with residents, you will also be expected to develop and maintain excellent relationships with other parties, including solicitors, surveyors, valuers and frontline officers.
Ensuring we get these processes right, is key. We are looking for someone who is able to take personal responsibility for each transaction and persevere through tricky or sensitive matters to reach the best resolution.
We want our customers to feel we are easy to do business with and that we are there to support them every step of the way. In addition, as Resales and Legal Officer the work you do contributes significantly to the income we make as a business.
We are looking for an excellent individual who is able to marry up these two skills: excellent customer skills alongside a developed sense for commercial awareness.
The position is based at the principal offices of Bruce Kenrick House and Sussex Place, but you may, in the future, be required to transfer to another of NHG locations.
Main Responsibility
You will be responsible for processing all staircasing transactions ensuring that all targets are met, and excellent customer service is offered throughout the process.
You will be required to lead on resale matters from the application stage through to legal instruction. This will involve processing the application, preparing the sales advert for the Share to Buy website, organising viewings, and assessing prospective buyers. You will be the point of contact for the customers throughout the process up to the legal instruction stage.
You will also be required to deal with all aspects of legal administration including processing assignments, consents and queries relating to divorce, marriage, death, joint to sole ownership, sole to joint ownership, adding new owners to the lease, and other tasks relating to the administration of a freeholder’s obligations.
Another important part of the role will be to ensure that all account set-ups are processed in a timely manner and within the set SLA. This aspect of the role is vital, and it is essential that these tasks are performed on time because they impact on other teams within Home Ownership.
During the first six months of the job, you will be expected to learn all aspects of the role so that you can perform your duties diligently and with little supervision. You will be required to always monitor your own assigned casework and act proactively to ensure that matters are completed in a timely manner.
We are a very busy and high performing team, and your days will be spent dealing with emails, answering queries over the telephone as well as progressing your casework, so being able to multi-task is a pre-requisite for this role.
The Ideal Candidate
Ideally, we are looking for a candidate who has an understanding of the leasehold tenure and the various home ownership schemes that housing associations offer to their customers. An understanding of the conveyancing process would also be an attribute.
However, offering excellent customer service is at the heart of what we do, and the ideal candidate will possess and must demonstrate that they are very customer centric, so this role would suit anyone who presently works in a demanding customer service environment and is looking to develop their knowledge and skillset.
The successful candidate must have excellent verbal and writing skills and have experience of working in a customer facing role. Furthermore, excellent PC skills including Word and Excel are a pre-requisite for this role.
This is a demanding, but very satisfying role and would suit anyone who enjoys a varied and interesting job within a friendly, supportive and hard-working team.
Benefits
In return we offer:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity and adoption pay - we offer enhanced maternity 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
You may also be eligible for our non-consolidated payment of £100 gross per month until March 2024 in recognition of current cost of living pressures. Terms & Conditions apply.
How to apply
- Applications close at 23:59 on 3 May 2023.
- Interviews and assessments will take place the week commencing 8 May 2023.
Please apply for this role with us online. If you are not able to apply online, please contact our HR team via jobs@nhg.org.uk to discuss your requirements.
About the Company
Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future.
Our people
We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.
Our pledges
We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on Black, Asian and minority ethnic (BAME) diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.
We have under-representation of BAME colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage BAME candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.
We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.
To find out more about Diversity and inclusion at NHG, please visit our website.
