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Form of workJob Introduction
Role Purpose
To deliver an effective lettings service in respect of all void council owned housing from receipt of notice through to tenancy sign-up. To ensure a high standard of customer service is delivered, fast turnaround of void properties and attention to detail to ensure properties are appropriately matched to incoming tenants.
Main Responsibilities
To let vacant council housing stock to applicants nominated via the Council’s Choice Based Lettings scheme as per the BCP Allocations Policy.
To deliver the lettings service in a target driven, cost-effective and efficient way with value for money and customer satisfaction being the key drivers. Ensuring that lettings are carried out in accordance with policy and procedure. Providing information to prospective tenants and ensuring any required support services are in place prior to the tenancy sign up.
Advertising properties timely and accurately, liaison with other social landlords or involved professionals to ensure appropriate allocation of property.
To liaise with current tenants to ensure that tenancies are terminated in accordance with the council’s policies and procedures.
To liaise with the Facilities Management Team to ensure the prompt completion of all necessary council housing void works and to reduce the void period. Issuing works where appropriate, to assist with the decant and temporary housing procedures.
To implement local lettings policies where appropriate to ensure sustainable neighbourhoods.
To contribute to the investigation of complaints handling and MP enquiries.
Provide general advice to customers on housing management issues such as eligibility, rent and lettings etc and escalating where appropriate, so that enquiries can be resolved or passed to appropriate teams.
Accurately maintain files and IT based recording systems and provide statistical performance information as required.
Supporting the Lettings Team by contributing to and celebrating the success of the whole team. Being open to role development, new processes and ability to offer open and constructive feedback to changes and ideas.
Undertake such other duties as may be required from time to time, commensurate with the level of the post.
The Ideal Candidate
3 A Levels, NVQ 4, HND or diploma level qualification (or equivalent experience). May be working towards Chartered Institute of Housing qualification.
Experience of working in housing related or similar customer facing area.
An understanding of social housing and related public sector legislation, knowledge of issues around housing law, rights of tenants and landlords and laws relating to repairs.
Highly customer focused, with the ability to communicate with people from diverse backgrounds and at all levels with good negotiation and motivational skills. Can deal with difficult and contentious issues and occasionally aggressive customers whilst remaining calm, focusing on achieving solutions, while maintaining professionalism and empathy to both the public and staff. Seek to resolve any barriers by communicating openly and challenging unhelpful behaviour.
Able to use own initiative, work flexibly and effectively to prioritise work to timescales and manage customer and business expectations in a pressurised environment. Ability to manage own caseload and use initiative to work to tight deadlines without close supervision.
An enthusiastic and energetic team player with an ability to empathise with tenants and use effective personal skills to develop solutions to a range of practical problems.
Excellent attention to detail and able to analyse existing working methods in order to highlight issues for managers to support decision making and make recommendations to enhance the customer experience.
Excellent written and verbal communications skills enabling advice on a range of specific issues within operational guidelines to be provided.
Able to maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.
About BCP Council
BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.
Our Benefits
We offer an excellent benefits package to colleagues. Find out more on our website.
As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We are in the process of establishing a timescale for implementation and colleagues joining us will be included in these changes. This is expected to be in place in 2024.
