End of Tenancy Advisor

We’re on the lookout for a End of Tenancy Advisor to join our New Customer (lettings) team on a 3-month secondment opportunity! 

We don’t want people to leave our homes but when they do we want to provide a seamless customer focused service that helps them to move on successfully to the next chapter of their lives. You’ll be responsible for providing our existing customers with a positive and professional experience at the End of their tenancies, no matter why the customer wishes to leave us.

Sounds like you? Give the below a read to find out more…

What you’ll be getting up to

A big part of this role will be ensuring all customers have a positive End of Tenancy experience and supporting the End of Tenancy Administrators to provide our leaving customers with the best customer service.

You’ll also communicate with customers ensuring we understand the reasons they wish to leave our homes, so we can review and make changes when and where appropriate and they understand the exiting process. This will include visit customers in their homes to talk them through the leave process, and get feedback on why they are leaving, so you can expect to do a lot of travel as part of this role. 

Alongside your team, you’ll work with key internal teams such as repairs and income to address any issues and address urgent customer issues as required. Maintain supported housing data in core systems, and keep it aligned with offline data sources such as spreadsheets where required, to ensure if accurately reflects the supported housing portfolio.  You’ll spend time Itemising and discussing any charges or rent outstanding rent and take any photos to demonstrate the reason for recharges

You’ll draw floor plans for all homes and share with the Property Marketing Team and New Customer Administrators for the home to advertised. Also you’ll be responsible for fitting key safes at the customers' homes and talk them through the process and how to use and fit any electronic devices to the locks for future use.

Already having a great understanding of the business and our culture, you’ll use this expert knowledge to meet internal and external targets both in terms of time scales and quality standards. 

Want to know more? There’s lots of more useful information you can find in the Role Profile!

So, what do we need from you?

• Passion to help customers and have a customer obsessed approach.
• Ability to talk to people brilliantly and correspond with them effectively providing great customer service and outcomes. 
• Able to think on your feet and have a solution focussed attitude.
• You'll be IT and social media savvy
• Be flexible and adaptable to meeting customer needs with great organisational skills 
• Able to work on own initiative, prioritise and manage workload
• Excellent attention to detail and able to present written and numerical information accurately. 
• You will be driven to continuously improve the service and deliver on performance targets.
• Personal values and approach that align with YH’s values.
• Full UK driving licence and access to a car for business purposes along with the ability to work flexibly in line with Hub, Home and Roam principles.
• An understanding of Equality, Diversity and Inclusivity and how this is applied through our service to customers and colleagues.

It would be a bonus if you had…

• CIH qualified or working towards this or be willing to undertake as part of personal and professional development. 
• Negotiation skills and/or be willing to attend training
• Have social housing experience as well as the sub market tenures.
• Have an understanding of the White Paper and what it means to Yorkshire Housing.

What’s in it for you… 

The salary for this role is £32,646.25 per annum for a 35 hour week, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.  

You’ll already know all the other great benefits of working at YH, but in case you needed a refresh…

We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.

Our people’s health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

So, now you’re really interested?  

At YH, we’re actively building a work environment that’s inclusive as well as diverse. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.  

We know that not all candidates will meet every single desired requirement. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you, please go ahead and apply!

If you require additional support with your application, please contact us by email at recruitment@yorkshirehousing.co.uk.  

The fine print  

The closing date for applications will be 30.06.24 -  we can see this one being really popular so don’t wait to get your application in and remember to speak with your manager if you are thinking of applying.