Housing Officer, Customer Service​/HelpDesk

Overview

Job Title: Housing Officer known internally as a "Local Housing Manager"
Location: Enfield - N9 0TG

Salary Banding Range: £41,235 - £43,405

Hours &

Contract:

Full Time 37.5 hours per week;
Permanent

Requirements: Valid UK driving licence and access to transport is required for this role

This role involves delivering high-quality housing and estate services to MTVH’s rented properties within a defined geographical patch. The Local Housing Manager is the front-facing representative, coordinating internal and external services to meet the diverse needs of our customer base, delivering services both on an individual and local basis to a high standard. The ideal candidate will have proven experience dealing with customers presenting with complex or challenging needs.

This role is predominantly office-based during standard hours (9:00–17:30) with a 37.5-hour week. Flexibility with hours will be discussed  will be on-site three days per week and in-house at the Clapham Park office for two days, with some home working. Occasional flexibility with working hours and weekend work may be required in line with community-based duties.

You will manage relationships with the Local Authority and other Housing Association partners. You will also be the point of contact for customers with respect to general ASB complaints, estate services, tenancy management, tenancy enforcement and lettings management.

• Be the front-facing representative for MTVH, coordinating internal and external services to meet customer needs.
• Deliver services on an individual and local level to a high standard.
• Work with partners and customers to support local initiatives and respond to varied housing-related requirements.
• Engage with customers with complex or challenging needs and provide appropriate support within policy and legal frameworks.
• Develop and maintain relationships with Local Authority and Housing Association partners; act as primary contact for housing-related queries.
• Support tenancy management, tenancy enforcement and lettings management as required.

• Essential car user
• Experience of working in a social housing setting is essential
• Experience of working within a supported housing environment is desirable
• Good working knowledge of housing practice, housing law and the principles of service charge management
• Values and behaviours aligned with MTVH: care, dare and collaborate
• Ability to adapt and be flexible in a changing environment
• Ability to collaborate, network and be a strong team player
• Experience of dealing with customers from different backgrounds, presenting with complex or challenging needs
• Excellent administration skills and ability to analyse customer feedback to drive service improvements
• Attention to detail and accuracy in writing, reporting and numeracy
• Experience of dealing with customers face to face and responding to enquiries by phone and in writing
• Ability to self-manage a varied and demanding workload, prioritising and organising effectively
• A self-starter who demonstrates initiative, empathy and passion
• Ability to manage and report on projects against agreed targets
• Excellent office management skills (inbox management, keys, etc.)
• Willingness to work flexible hours as required

• Housing qualification

Background check
:
To meet our commitment to providing safe, high-quality services to our customers we will complete a basic Disclosure and Barring Service (DBS) check once an offer of employment is made. As part of MTVH’s onboarding process the cost will be paid by the organisation and a new check performed every three years.