Housing Officer, Customer Service​/HelpDesk

Location: King's Cross

A large Housing Association in North London requires an experienced Housing Officer to enhance the living experiences of the residents through ongoing community engagement and improved service delivery.

Responsibilities:

Proactively engage with the community, strive to understand the factors influencing resident satisfaction and dissatisfaction, using this insight to drive continuous improvement in service delivery.

Taking ownership of the schemes under your management, you ensure that the basics, including repairs, cleaning, and grounds maintenance, are executed with excellence.

Actively listen to residents, promptly addressing any issues related to their property or living experience.

Being visible and contactable you will foster collaboration with residents, managing agents, contractors, and internal colleagues to collectively solve problems, taking ownership until resolution.

Be a service charge expert, effectively setting and managing budgets and communicating with residents.

Communicate effectively with empathy, ensuring residents are kept informed and updated on the progress of issues affecting them.

Host regular community events or forums to encourage open communication and address concerns directly.

Implement performance improvement initiatives in collaboration with internal teams and external contractors.

Foster an environment of collaboration across teams, encouraging the sharing of insights and best practices.

Collaborate with building or property managers to enhance the resident experience.

Ensure residents and homes are safe by acting on repairs, FRA’s, ASB, and safeguarding.

Skills and experience:

Strong experience in a similar role in a Housing environment.

Excellent interpersonal and verbal communication skills.

Tenacity, resilience, and problem-solving skills.

Excellent investigative, influencing, and negotiating skills.

Strong analytical and customer-focused mindset.

Effective team collaboration and IT skills.

35 hour per week - £23.07 ph PAYE or £30.50 ph Umbrella