Asset Investment & Reporting Officer - Hybrid

Title:                        Asset Investment & Reporting Officer
Contract Type:        Permanent Full Time 35 hours per week
Location:                 London E15 or Manchester M33
Persona:                  Agile / Hybrid (20-40% office based)

Salary:                     Grade 6 – (£31,923 - £35,019)

Closing date for completed applications:  Tuesday 9th July 2024.
             
Interviews will be held Thursday 18th July, via a teams meeting.

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Do you have a flair for customer service, experienced in complaints handling with an innovative outlook and a passion for ensuring we provide good quality homes and services to our residents?

This is an exciting opportunity for an Asset Investment & Reporting Officer to join the Asset Strategy team at L&Q.

The Asset Strategy team are responsible for developing and communicating the major works investment programme, which is looking to be upwards of £3bn over the next 15 years, this is the largest investment in existing homes the sector has ever seen.

The investment will include traditional component replacement programmes, complex projects, remodelling of dwellings in blocks, retrofit and energy efficiency measures, mechanical & electrical replacement and be aligned to fire remediation projects.

The Asset Investment & Reporting Officer will be responsible for:

·       Providing technical support to the Asset Investment Team including acting as first point of contact for internal and external customers and providing resolutions to enquiries and customer complaints in a timely manner.

·       Updating systems to accurately record case management decisions in response to customer complaints and queries, maintaining records of outcomes and commitments made.

·       Manage data information requests and change requests received from internal teams and ensure systems are updated to accurately reflect the current position.

·       Support the communication of the teams’ activities and plans to internal and external stakeholders.

·       Championing new ways of working including the use of technology e.g. Power BI to improve the way we measure performance of the team’s activities.
 
To be considered for this role candidates must be able to demonstrate:

·       Experience of managing and resolving customer complaints, queries and requests for information.

·       Experience of logging resident correspondence and recording responses to complaints and queries on a centralised data-base maintaining a comprehensive audit trail.

·       Commitment to providing high levels of customer service.

·       Experience of dealing with property data and experience of systems such as Keystone, Pimms, QL or other stock condition databases.

·       Experience in data administration, management and change control processes.

If you are interested in this role and have the experience required, then apply without delay!

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life.  Please let us know during the recruitment process if you’re interested in part time working or job sharing.  In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion.  We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy. 

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

#TJ