As a Property Manager at one of London's largest housing associations, you will manage a portfolio of leasehold properties, ensuring they are well-maintained, compliant, and that residents receive excellent service. You will oversee service charges, liaise with managing agents, and ensure that our properties are safe, clean, and efficiently run . The role requires someone who can manage the financial and legal aspects of property management while also maintaining strong relationships with leaseholders and contractors. How you'll do it Our Property Managers are the main point of contact for the residents on their portfolio of properties, being accountable for delivering an excellent and responsive service. Some of your regular duties will include: Resident Engagement & Issue Resolution : Actively listen to residents, address concerns, and resolve disputes promptly. Be visible and available to ensure residents feel supported. Community Building : Host community events and forums to encourage open communication and collaboration with residents. Performance Management : Collaborate with internal and external teams to implement service improvement initiatives and ensure consistent achievement of KPIs. Service Charge Management : Set and manage service charge budgets, ensuring transparency and clear communication with residents. Compliance & Safety : Conduct estate inspections, manage repairs, and ensure compliance with health and safety standards. Act on fire risk actions and anti-social behaviour cases. Legal Knowledge : Understand and manage legal structures, leases, and management agreements, ensuring full compliance. Team Collaboration : Work closely with building managers, housing officers, and the complaints team to deliver a high-quality resident experience. Please note this role will be based both in the community - visiting the properties that you manage, and in office. The ideal candidate You will need to be approachable, friendly, and committed to providing a great service as well as being ready to help and provide support to your residents. Our Property Managers are busy, so you will need to be flexible, resilient and able to easily switch from one task to another as priorities can quickly change throughout the day . Essential: Strong Communication Skills : You're able to build relationships with leaseholders and contractors, explaining complex information in a clear, concise, and empathetic way. Organisational and Financial Management : You can manage budgets and organise tasks to ensure properties are well-run and service charges are transparent and justified. Proactive Problem-Solving : You have a natural ability to identify issues and work with others to resolve them efficiently and effectively. Collaboration and Accountability : You take ownership of your work and collaborate well with different teams to achieve positive outcomes for leaseholders. Detail-Oriented and Legal Understanding : You're able to manage the financial, contractual, and legal aspects of leasehold property management, ensuring compliance with relevant laws and regulations. Some experience or understanding of property management, especially within leasehold environments, is beneficial but not essential. Qualifications in IRPM, ARMA, or RICS (or willingness to work towards certification). Why it's rewarding You'll directly impact the satisfaction and well-being of residents. Every day offers new challenges that require problem-solving and people skills. You'll work closely with residents to create positive living environments. We have a defined progression route for our Property Managers to work towards which outlines the expectations and requirements for each level of the roles and their progression pathways. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence . If not already qualified, there may be an expectation to study towards a professional qualification . NHG supports our staff in gaining their professional qualifications. What's in it for you? With us, you'll have plenty of opportunities to grow and develop your career and be part of hugely diverse workforce. Nearly 70% of our colleagues are from a diverse background, and we're also a Stonewall diversity champion and a Disability Confident employer. We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work . Benefits include: Excellent annual leave allowance and flexible working opportunities (qualifying period may apply) Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply) Employee assistance - free confidential advice and counselling services provided by independent specialist organisations. Health cash plan Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more. Interest free loans - season ticket loan, tenancy deposit loan, and training loan Cycle to work scheme. Life Assurance x 4 annual salary All about us Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff . We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation . We are a Stonewall Diversity Champion , a Disability Confident employer amongst other diversity commitments . Step 1: If you are interested, please send your application now! Step 2: Successful candidates will be invited to a screening call Step 3: Final round of interviews To help you with the application process, we have attached an application briefing pack to this advert. Please take the time to review this attachment as it has been designed to guide and assist you with your application. Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via . Should a redeployee apply for this role, their application will be considered before any others. NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity . Salary £32,123 to £40,536 per annum for 35 hours per week Frequency Annual Job Reference nhg/TP/32009/1568 Contract Type Permanent Location Kings Cross & Hammersmith, United Kingdom
Jul 19, 2025
Full time
As a Property Manager at one of London's largest housing associations, you will manage a portfolio of leasehold properties, ensuring they are well-maintained, compliant, and that residents receive excellent service. You will oversee service charges, liaise with managing agents, and ensure that our properties are safe, clean, and efficiently run . The role requires someone who can manage the financial and legal aspects of property management while also maintaining strong relationships with leaseholders and contractors. How you'll do it Our Property Managers are the main point of contact for the residents on their portfolio of properties, being accountable for delivering an excellent and responsive service. Some of your regular duties will include: Resident Engagement & Issue Resolution : Actively listen to residents, address concerns, and resolve disputes promptly. Be visible and available to ensure residents feel supported. Community Building : Host community events and forums to encourage open communication and collaboration with residents. Performance Management : Collaborate with internal and external teams to implement service improvement initiatives and ensure consistent achievement of KPIs. Service Charge Management : Set and manage service charge budgets, ensuring transparency and clear communication with residents. Compliance & Safety : Conduct estate inspections, manage repairs, and ensure compliance with health and safety standards. Act on fire risk actions and anti-social behaviour cases. Legal Knowledge : Understand and manage legal structures, leases, and management agreements, ensuring full compliance. Team Collaboration : Work closely with building managers, housing officers, and the complaints team to deliver a high-quality resident experience. Please note this role will be based both in the community - visiting the properties that you manage, and in office. The ideal candidate You will need to be approachable, friendly, and committed to providing a great service as well as being ready to help and provide support to your residents. Our Property Managers are busy, so you will need to be flexible, resilient and able to easily switch from one task to another as priorities can quickly change throughout the day . Essential: Strong Communication Skills : You're able to build relationships with leaseholders and contractors, explaining complex information in a clear, concise, and empathetic way. Organisational and Financial Management : You can manage budgets and organise tasks to ensure properties are well-run and service charges are transparent and justified. Proactive Problem-Solving : You have a natural ability to identify issues and work with others to resolve them efficiently and effectively. Collaboration and Accountability : You take ownership of your work and collaborate well with different teams to achieve positive outcomes for leaseholders. Detail-Oriented and Legal Understanding : You're able to manage the financial, contractual, and legal aspects of leasehold property management, ensuring compliance with relevant laws and regulations. Some experience or understanding of property management, especially within leasehold environments, is beneficial but not essential. Qualifications in IRPM, ARMA, or RICS (or willingness to work towards certification). Why it's rewarding You'll directly impact the satisfaction and well-being of residents. Every day offers new challenges that require problem-solving and people skills. You'll work closely with residents to create positive living environments. We have a defined progression route for our Property Managers to work towards which outlines the expectations and requirements for each level of the roles and their progression pathways. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence . If not already qualified, there may be an expectation to study towards a professional qualification . NHG supports our staff in gaining their professional qualifications. What's in it for you? With us, you'll have plenty of opportunities to grow and develop your career and be part of hugely diverse workforce. Nearly 70% of our colleagues are from a diverse background, and we're also a Stonewall diversity champion and a Disability Confident employer. We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work . Benefits include: Excellent annual leave allowance and flexible working opportunities (qualifying period may apply) Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply) Employee assistance - free confidential advice and counselling services provided by independent specialist organisations. Health cash plan Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more. Interest free loans - season ticket loan, tenancy deposit loan, and training loan Cycle to work scheme. Life Assurance x 4 annual salary All about us Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff . We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation . We are a Stonewall Diversity Champion , a Disability Confident employer amongst other diversity commitments . Step 1: If you are interested, please send your application now! Step 2: Successful candidates will be invited to a screening call Step 3: Final round of interviews To help you with the application process, we have attached an application briefing pack to this advert. Please take the time to review this attachment as it has been designed to guide and assist you with your application. Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via . Should a redeployee apply for this role, their application will be considered before any others. NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity . Salary £32,123 to £40,536 per annum for 35 hours per week Frequency Annual Job Reference nhg/TP/32009/1568 Contract Type Permanent Location Kings Cross & Hammersmith, United Kingdom
As a Property Manager at one of London's largest housing associations, you will manage a portfolio of leasehold properties, ensuring they are well-maintained, compliant, and that residents receive excellent service. You will oversee service charges, liaise with managing agents, and ensure that our properties are safe, clean, and efficiently run . The role requires someone who can manage the financial and legal aspects of property management while also maintaining strong relationships with leaseholders and contractors. How you'll do it Our Property Managers are the main point of contact for the residents on their portfolio of properties, being accountable for delivering an excellent and responsive service. Some of your regular duties will include: Resident Engagement & Issue Resolution : Actively listen to residents, address concerns, and resolve disputes promptly. Be visible and available to ensure residents feel supported. Community Building : Host community events and forums to encourage open communication and collaboration with residents. Performance Management : Collaborate with internal and external teams to implement service improvement initiatives and ensure consistent achievement of KPIs. Service Charge Management : Set and manage service charge budgets, ensuring transparency and clear communication with residents. Compliance & Safety : Conduct estate inspections, manage repairs, and ensure compliance with health and safety standards. Act on fire risk actions and anti-social behaviour cases. Legal Knowledge : Understand and manage legal structures, leases, and management agreements, ensuring full compliance. Team Collaboration : Work closely with building managers, housing officers, and the complaints team to deliver a high-quality resident experience. Please note this role will be based both in the community - visiting the properties that you manage, and in office. The ideal candidate You will need to be approachable, friendly, and committed to providing a great service as well as being ready to help and provide support to your residents. Our Property Managers are busy, so you will need to be flexible, resilient and able to easily switch from one task to another as priorities can quickly change throughout the day . Essential: Strong Communication Skills : You're able to build relationships with leaseholders and contractors, explaining complex information in a clear, concise, and empathetic way. Organisational and Financial Management : You can manage budgets and organise tasks to ensure properties are well-run and service charges are transparent and justified. Proactive Problem-Solving : You have a natural ability to identify issues and work with others to resolve them efficiently and effectively. Collaboration and Accountability : You take ownership of your work and collaborate well with different teams to achieve positive outcomes for leaseholders. Detail-Oriented and Legal Understanding : You're able to manage the financial, contractual, and legal aspects of leasehold property management, ensuring compliance with relevant laws and regulations. Some experience or understanding of property management, especially within leasehold environments, is beneficial but not essential. Qualifications in IRPM, ARMA, or RICS (or willingness to work towards certification). Why it's rewarding You'll directly impact the satisfaction and well-being of residents. Every day offers new challenges that require problem-solving and people skills. You'll work closely with residents to create positive living environments. We have a defined progression route for our Property Managers to work towards which outlines the expectations and requirements for each level of the roles and their progression pathways. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence . If not already qualified, there may be an expectation to study towards a professional qualification . NHG supports our staff in gaining their professional qualifications. What's in it for you? With us, you'll have plenty of opportunities to grow and develop your career and be part of hugely diverse workforce. Nearly 70% of our colleagues are from a diverse background, and we're also a Stonewall diversity champion and a Disability Confident employer. We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work . Benefits include: Excellent annual leave allowance and flexible working opportunities (qualifying period may apply) Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply) Employee assistance - free confidential advice and counselling services provided by independent specialist organisations. Health cash plan Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more. Interest free loans - season ticket loan, tenancy deposit loan, and training loan Cycle to work scheme. Life Assurance x 4 annual salary All about us Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff . We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation . We are a Stonewall Diversity Champion , a Disability Confident employer amongst other diversity commitments . Step 1: If you are interested, please send your application now! Step 2: Successful candidates will be invited to a screening call Step 3: Final round of interviews To help you with the application process, we have attached an application briefing pack to this advert. Please take the time to review this attachment as it has been designed to guide and assist you with your application. Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via . Should a redeployee apply for this role, their application will be considered before any others. NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity . Salary £32,123 to £40,536 per annum for 35 hours per week Frequency Annual Job Reference nhg/TP/32009/1568 Contract Type Permanent Location Kings Cross & Hammersmith, United Kingdom
Jul 19, 2025
Full time
As a Property Manager at one of London's largest housing associations, you will manage a portfolio of leasehold properties, ensuring they are well-maintained, compliant, and that residents receive excellent service. You will oversee service charges, liaise with managing agents, and ensure that our properties are safe, clean, and efficiently run . The role requires someone who can manage the financial and legal aspects of property management while also maintaining strong relationships with leaseholders and contractors. How you'll do it Our Property Managers are the main point of contact for the residents on their portfolio of properties, being accountable for delivering an excellent and responsive service. Some of your regular duties will include: Resident Engagement & Issue Resolution : Actively listen to residents, address concerns, and resolve disputes promptly. Be visible and available to ensure residents feel supported. Community Building : Host community events and forums to encourage open communication and collaboration with residents. Performance Management : Collaborate with internal and external teams to implement service improvement initiatives and ensure consistent achievement of KPIs. Service Charge Management : Set and manage service charge budgets, ensuring transparency and clear communication with residents. Compliance & Safety : Conduct estate inspections, manage repairs, and ensure compliance with health and safety standards. Act on fire risk actions and anti-social behaviour cases. Legal Knowledge : Understand and manage legal structures, leases, and management agreements, ensuring full compliance. Team Collaboration : Work closely with building managers, housing officers, and the complaints team to deliver a high-quality resident experience. Please note this role will be based both in the community - visiting the properties that you manage, and in office. The ideal candidate You will need to be approachable, friendly, and committed to providing a great service as well as being ready to help and provide support to your residents. Our Property Managers are busy, so you will need to be flexible, resilient and able to easily switch from one task to another as priorities can quickly change throughout the day . Essential: Strong Communication Skills : You're able to build relationships with leaseholders and contractors, explaining complex information in a clear, concise, and empathetic way. Organisational and Financial Management : You can manage budgets and organise tasks to ensure properties are well-run and service charges are transparent and justified. Proactive Problem-Solving : You have a natural ability to identify issues and work with others to resolve them efficiently and effectively. Collaboration and Accountability : You take ownership of your work and collaborate well with different teams to achieve positive outcomes for leaseholders. Detail-Oriented and Legal Understanding : You're able to manage the financial, contractual, and legal aspects of leasehold property management, ensuring compliance with relevant laws and regulations. Some experience or understanding of property management, especially within leasehold environments, is beneficial but not essential. Qualifications in IRPM, ARMA, or RICS (or willingness to work towards certification). Why it's rewarding You'll directly impact the satisfaction and well-being of residents. Every day offers new challenges that require problem-solving and people skills. You'll work closely with residents to create positive living environments. We have a defined progression route for our Property Managers to work towards which outlines the expectations and requirements for each level of the roles and their progression pathways. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence . If not already qualified, there may be an expectation to study towards a professional qualification . NHG supports our staff in gaining their professional qualifications. What's in it for you? With us, you'll have plenty of opportunities to grow and develop your career and be part of hugely diverse workforce. Nearly 70% of our colleagues are from a diverse background, and we're also a Stonewall diversity champion and a Disability Confident employer. We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work . Benefits include: Excellent annual leave allowance and flexible working opportunities (qualifying period may apply) Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply) Employee assistance - free confidential advice and counselling services provided by independent specialist organisations. Health cash plan Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more. Interest free loans - season ticket loan, tenancy deposit loan, and training loan Cycle to work scheme. Life Assurance x 4 annual salary All about us Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff . We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation . We are a Stonewall Diversity Champion , a Disability Confident employer amongst other diversity commitments . Step 1: If you are interested, please send your application now! Step 2: Successful candidates will be invited to a screening call Step 3: Final round of interviews To help you with the application process, we have attached an application briefing pack to this advert. Please take the time to review this attachment as it has been designed to guide and assist you with your application. Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via . Should a redeployee apply for this role, their application will be considered before any others. NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity . Salary £32,123 to £40,536 per annum for 35 hours per week Frequency Annual Job Reference nhg/TP/32009/1568 Contract Type Permanent Location Kings Cross & Hammersmith, United Kingdom
We are recruiting a proactive and customer-focused Housing Officer to provide exceptional tenancy and neighbourhood management services across a designated patch. You will play a key role in ensuring tenants and leaseholders receive the support they need to sustain their tenancies and maintain thriving communities. This is an exciting opportunity to make a tangible difference in the lives of residents by delivering high-quality services and promoting resident engagement. You will be required to be in the office / on patch 5 x a week, The Role Oversee day-to-day management of tenancies, leases, and licences, ensuring compliance with agreements and addressing any breaches promptly. Build strong relationships with tenants, identifying vulnerabilities and providing tailored support or referrals to external services where needed. Conduct tenancy audits, estate inspections, and identify fire safety issues, working closely with internal teams to address any concerns. Collaborate with the voids team to minimise void rent loss, ensure quick re-letting, and conduct effective sign-ups to support successful tenancies. Lead on resolving ASB cases and provide sensitive, victim-centred responses to incidents of domestic violence, including referrals to specialist services. Investigate subletting and tenancy breaches, serve legal notices, prepare court cases, and represent the service at hearings. Work with tenant and resident associations to increase resident involvement in service delivery and foster a sense of community. Respond to complaints and enquiries from residents, members, and MPs, ensuring a timely and effective resolution to improve customer satisfaction. Key Requirements Proven experience in tenancy and neighbourhood management, including addressing anti-social behaviour and supporting vulnerable residents. Strong understanding of housing legislation, policies, and best practices in tenancy management. Excellent communication skills, both verbal and written, with the ability to build relationships with residents, colleagues, and external partners. Confident using Microsoft Office and housing management systems to maintain accurate records and manage caseloads. Ability to think critically and solve complex issues while working effectively under pressure. Willingness to attend evening meetings, emergency call-outs, and work flexibly to meet service needs. What you need to do now? If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Jul 18, 2025
Contractor
We are recruiting a proactive and customer-focused Housing Officer to provide exceptional tenancy and neighbourhood management services across a designated patch. You will play a key role in ensuring tenants and leaseholders receive the support they need to sustain their tenancies and maintain thriving communities. This is an exciting opportunity to make a tangible difference in the lives of residents by delivering high-quality services and promoting resident engagement. You will be required to be in the office / on patch 5 x a week, The Role Oversee day-to-day management of tenancies, leases, and licences, ensuring compliance with agreements and addressing any breaches promptly. Build strong relationships with tenants, identifying vulnerabilities and providing tailored support or referrals to external services where needed. Conduct tenancy audits, estate inspections, and identify fire safety issues, working closely with internal teams to address any concerns. Collaborate with the voids team to minimise void rent loss, ensure quick re-letting, and conduct effective sign-ups to support successful tenancies. Lead on resolving ASB cases and provide sensitive, victim-centred responses to incidents of domestic violence, including referrals to specialist services. Investigate subletting and tenancy breaches, serve legal notices, prepare court cases, and represent the service at hearings. Work with tenant and resident associations to increase resident involvement in service delivery and foster a sense of community. Respond to complaints and enquiries from residents, members, and MPs, ensuring a timely and effective resolution to improve customer satisfaction. Key Requirements Proven experience in tenancy and neighbourhood management, including addressing anti-social behaviour and supporting vulnerable residents. Strong understanding of housing legislation, policies, and best practices in tenancy management. Excellent communication skills, both verbal and written, with the ability to build relationships with residents, colleagues, and external partners. Confident using Microsoft Office and housing management systems to maintain accurate records and manage caseloads. Ability to think critically and solve complex issues while working effectively under pressure. Willingness to attend evening meetings, emergency call-outs, and work flexibly to meet service needs. What you need to do now? If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Town Hall 160 Whitechapel Road LONDON E1 1BJ Join Our Complaints Team Now is an exciting time to join our Complaints Team as we strengthen housing management and play a vital role in helping the council improve our resident experience and embed learning from feedback. This senior management role is key to helping us meet the requirements of the Housing Ombudsman and the Consumer Standards set by the Regulator for Social Housing. The Complaints and ME manager reports to the Head of Regulatory within the Strategy, Policy and Regulatory Assurance Division. Leading a team of officers and working with senior management, you will embed a resident-focused culture and improve complaint handling, acting as a champion for turning insights from complaints into action. This role is also the lead contact with the Housing Ombudsman for the Housing Management service. You'll be part of a team that embodies the TOWER values-Together, Open, Willing, Excellent, and Respectful-delivering fair, transparent, and accountable complaint resolutions. This is an opportunity to help shape a culture of learning and service improvement, aligned with our "Your Voice, Our Action" ethos. The application deadline is Sunday 27 July 2025 . For further information, please contact the hiring manager at . Interviews will be held during the week commencing 4th August 2025. Our Vision and Values Tower Hamlets' vision is that: people are aspirational, independent, and have equal access to opportunities; we are a borough that residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We seek applicants who aspire to our TOWER values: Together, Open, Willing, Excellent, Respect. Tower Hamlets maintains a zero-tolerance approach to discrimination of all kinds, including race, sex, disability, age, religion or belief, sexual orientation, gender identity, gender expression, pregnancy, and maternity. We aim to employ a diverse workforce that reflects our community. We also recognize the impact of social and economic circumstances and work to eliminate discrimination and disadvantage caused by social class. We welcome applicants interested in flexible working arrangements and those residing in the borough.
Jul 17, 2025
Full time
Town Hall 160 Whitechapel Road LONDON E1 1BJ Join Our Complaints Team Now is an exciting time to join our Complaints Team as we strengthen housing management and play a vital role in helping the council improve our resident experience and embed learning from feedback. This senior management role is key to helping us meet the requirements of the Housing Ombudsman and the Consumer Standards set by the Regulator for Social Housing. The Complaints and ME manager reports to the Head of Regulatory within the Strategy, Policy and Regulatory Assurance Division. Leading a team of officers and working with senior management, you will embed a resident-focused culture and improve complaint handling, acting as a champion for turning insights from complaints into action. This role is also the lead contact with the Housing Ombudsman for the Housing Management service. You'll be part of a team that embodies the TOWER values-Together, Open, Willing, Excellent, and Respectful-delivering fair, transparent, and accountable complaint resolutions. This is an opportunity to help shape a culture of learning and service improvement, aligned with our "Your Voice, Our Action" ethos. The application deadline is Sunday 27 July 2025 . For further information, please contact the hiring manager at . Interviews will be held during the week commencing 4th August 2025. Our Vision and Values Tower Hamlets' vision is that: people are aspirational, independent, and have equal access to opportunities; we are a borough that residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We seek applicants who aspire to our TOWER values: Together, Open, Willing, Excellent, Respect. Tower Hamlets maintains a zero-tolerance approach to discrimination of all kinds, including race, sex, disability, age, religion or belief, sexual orientation, gender identity, gender expression, pregnancy, and maternity. We aim to employ a diverse workforce that reflects our community. We also recognize the impact of social and economic circumstances and work to eliminate discrimination and disadvantage caused by social class. We welcome applicants interested in flexible working arrangements and those residing in the borough.
We are currently recruiting for an experienced and detail-focused Executive Support Officer to join a local authority's Housing and Social Investment Directorate. This is an excellent opportunity to provide high-level support to a senior leadership team at the heart of strategic housing delivery. This is a varied and high-profile role requiring strong organisation, discretion, and the ability to manage multiple priorities. You will act as a key point of contact across the directorate, ensuring seamless administrative support, high-quality communications, and efficient operational processes. You'll be working closely with the Directorate Management Team (DMT), supporting key operational functions, executive coordination, governance processes, and cross-cutting project work. The Role Provide full executive support to the Executive Director and DMT, including diary management, meeting coordination, and handling sensitive communications Support directorate governance, business continuity, performance reporting, and data protection compliance Assist with coordination of directorate-wide projects and strategic initiatives Prepare briefings, presentations, and departmental communications Coordinate events, seminars, and key stakeholder engagements Manage complaints and customer queries, liaising with the Customer Experience team to ensure timely resolution Maintain internal systems, SharePoint sites, and admin processes for continuous improvement Key Requirements Proven experience in a senior business support or executive assistant role, ideally in the public sector Excellent communication skills, both written and verbal, with the ability to draft and present briefing materials Highly proficient in Microsoft Office (Outlook, Excel, PowerPoint, Word) and collaboration tools like SharePoint and Teams Strong organisational skills with the ability to manage competing deadlines in a fast-paced environment A discreet and professional approach to handling sensitive and confidential information Proactive, flexible, and confident working both independently and as part of a team How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click A PPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on . By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Jul 17, 2025
Full time
We are currently recruiting for an experienced and detail-focused Executive Support Officer to join a local authority's Housing and Social Investment Directorate. This is an excellent opportunity to provide high-level support to a senior leadership team at the heart of strategic housing delivery. This is a varied and high-profile role requiring strong organisation, discretion, and the ability to manage multiple priorities. You will act as a key point of contact across the directorate, ensuring seamless administrative support, high-quality communications, and efficient operational processes. You'll be working closely with the Directorate Management Team (DMT), supporting key operational functions, executive coordination, governance processes, and cross-cutting project work. The Role Provide full executive support to the Executive Director and DMT, including diary management, meeting coordination, and handling sensitive communications Support directorate governance, business continuity, performance reporting, and data protection compliance Assist with coordination of directorate-wide projects and strategic initiatives Prepare briefings, presentations, and departmental communications Coordinate events, seminars, and key stakeholder engagements Manage complaints and customer queries, liaising with the Customer Experience team to ensure timely resolution Maintain internal systems, SharePoint sites, and admin processes for continuous improvement Key Requirements Proven experience in a senior business support or executive assistant role, ideally in the public sector Excellent communication skills, both written and verbal, with the ability to draft and present briefing materials Highly proficient in Microsoft Office (Outlook, Excel, PowerPoint, Word) and collaboration tools like SharePoint and Teams Strong organisational skills with the ability to manage competing deadlines in a fast-paced environment A discreet and professional approach to handling sensitive and confidential information Proactive, flexible, and confident working both independently and as part of a team How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click A PPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on . By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Neighbourhood Coordinator Chichester Up to 25,000 Permanent Hyde is looking to recruit a Neighbourhood Coordinator. Hyde is a leading provider of affordable homes, dedicated to helping people access safe and high-quality housing. With a strong focus on community impact, we work to create sustainable, thriving neighbourhoods while supporting our customers build better futures. As a Neighbourhood Coordinator at Hyde you will be working within the Specialist Housing team to assist with the coordination and scheduling of site visits, including property inspections, safety checks, and resident engagement activities. Responsibilities Coordinate and schedule site visits for Neighbourhood and Specialist Housing functions Work with Officers and Managers to ensure resources are allocated efficiently Plan logical routes to reduce travel time between appointments Maintain and update a comprehensive schedule of visits and appointments Liaise with residents to arrange and rearrange visits Keep accurate records of site visits, inspections, complaints, and resolutions Skills and Experience Required Previous experience in administration or scheduling Proficient in MS Office, including Word, Excel, and PowerPoint Excellent organisational skills and attention to detail Ability to manage changing priorities and meet deadlines Strong communication skills with the ability to work with a range of stakeholders A team-oriented approach Benefits A fantastic pension Life assurance Great holidays An award-winning flexible benefits package Volunteering days At Hyde, diversity and inclusion are at the heart of everything we do. We are dedicated to fostering a culture where inclusivity is embedded in our ways of working, not just a standalone initiative. We believe that the best ideas and solutions arise from a rich mix of perspectives, backgrounds, and experiences. Our commitment is to create a workplace that reflects the diverse communities we serve, where everyone feels valued, respected, and proud to bring their authentic selves to work. Hyde is a disability confident employer and we are here to support you with any reasonable adjustments that you need throughout the recruitment process. We reserve the right to close this advert as soon as a suitable candidate has been identified.
Jul 16, 2025
Full time
Neighbourhood Coordinator Chichester Up to 25,000 Permanent Hyde is looking to recruit a Neighbourhood Coordinator. Hyde is a leading provider of affordable homes, dedicated to helping people access safe and high-quality housing. With a strong focus on community impact, we work to create sustainable, thriving neighbourhoods while supporting our customers build better futures. As a Neighbourhood Coordinator at Hyde you will be working within the Specialist Housing team to assist with the coordination and scheduling of site visits, including property inspections, safety checks, and resident engagement activities. Responsibilities Coordinate and schedule site visits for Neighbourhood and Specialist Housing functions Work with Officers and Managers to ensure resources are allocated efficiently Plan logical routes to reduce travel time between appointments Maintain and update a comprehensive schedule of visits and appointments Liaise with residents to arrange and rearrange visits Keep accurate records of site visits, inspections, complaints, and resolutions Skills and Experience Required Previous experience in administration or scheduling Proficient in MS Office, including Word, Excel, and PowerPoint Excellent organisational skills and attention to detail Ability to manage changing priorities and meet deadlines Strong communication skills with the ability to work with a range of stakeholders A team-oriented approach Benefits A fantastic pension Life assurance Great holidays An award-winning flexible benefits package Volunteering days At Hyde, diversity and inclusion are at the heart of everything we do. We are dedicated to fostering a culture where inclusivity is embedded in our ways of working, not just a standalone initiative. We believe that the best ideas and solutions arise from a rich mix of perspectives, backgrounds, and experiences. Our commitment is to create a workplace that reflects the diverse communities we serve, where everyone feels valued, respected, and proud to bring their authentic selves to work. Hyde is a disability confident employer and we are here to support you with any reasonable adjustments that you need throughout the recruitment process. We reserve the right to close this advert as soon as a suitable candidate has been identified.
Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Technical Quality Officeron a 3 months contract initially with a possibility of further extension. Brief of the role: Inspections to the internal and external areas of our housing stock for remedial repairs. Post inspections of completed works to verify quality, customer service and VFM. Validation of variation claims from both in house teams and contractors. Assisting with complaints and casework including providing reports, inspections and technical advice. Requirement - essential/desirable skills/qualification/experience: Good technical knowledge of housing repairs, previous experience of working in social housing repairs and maintenance, Qualified to HNC or equivalent, good customer service skills, able to work by yourself or as part of a team. Working patterns/WFH options: Generally 8 to 4 or 8.30 to 4.30 or 9 to 5. Any additional requirements: Preferable access to a vehicle that can be used for work visits and travel back to the office. Purpose of the job: Provide expert quality assessment of repair & maintenance works through use of specialist skills and knowledge, to deliver technical support and contract management of the Repair & Maintenance contract. Ensure that a high level of works delivered, working with contractors/customers to address service failures through appropriate contract sanctions. Principal accountabilities: 1. Act as Contract Administrator, using a range of specialist skills and technical expertise, to ensure effective performance by the service provider. This will require the post holder to; Use technical expertise to inspect, specify and analyse repairs required to rectify a range of defects (including major defects), aiming to carry out cost effective repairs and repair programmes. This includes the production of detailed specifications Undertake scheduled post inspections in accordance with contract management targets to assess specific work quality, recommending appropriate remedial action to the contractor to ensure the service provided meets the required contract standard. Ensure contractor sanctions for service failures are correctly applied in accordance with contract requirements. 2. Contribute towards continuous contractor performance improvement by; escalating consistent contractor failures for management resolution Providing technical recommendations for service improvement. Management and control of costs by specifying accurately and completely all the required work necessary for the rectification of a defect Agreeing any necessary unforeseen extras as promptly as possible. 3. Procure specialist contractors for the supply of services in accordance with procurement requirements - Contract Standing Orders - to include preparation of specifications, contracts, tenant and formal leasehold consultation as appropriate. 4. Manage and monitor service and maintenance contracts to ensure compliance to Council requirements, as well as health & safety legislation and protocols on all sites where repairs and maintenance is being undertaken. Also, provide technical support in the repair & maintenance management of common areas to address health & safety issues and enhance their aesthetic appeal 5. Respond to and resolve customer problems in the day to day operation of the contracts, including preparation of condition survey reports and agreement of action plans with contractors and consultants as required. If this sounds good to you, please apply for more information or contact us directly.
Jul 16, 2025
Full time
Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Technical Quality Officeron a 3 months contract initially with a possibility of further extension. Brief of the role: Inspections to the internal and external areas of our housing stock for remedial repairs. Post inspections of completed works to verify quality, customer service and VFM. Validation of variation claims from both in house teams and contractors. Assisting with complaints and casework including providing reports, inspections and technical advice. Requirement - essential/desirable skills/qualification/experience: Good technical knowledge of housing repairs, previous experience of working in social housing repairs and maintenance, Qualified to HNC or equivalent, good customer service skills, able to work by yourself or as part of a team. Working patterns/WFH options: Generally 8 to 4 or 8.30 to 4.30 or 9 to 5. Any additional requirements: Preferable access to a vehicle that can be used for work visits and travel back to the office. Purpose of the job: Provide expert quality assessment of repair & maintenance works through use of specialist skills and knowledge, to deliver technical support and contract management of the Repair & Maintenance contract. Ensure that a high level of works delivered, working with contractors/customers to address service failures through appropriate contract sanctions. Principal accountabilities: 1. Act as Contract Administrator, using a range of specialist skills and technical expertise, to ensure effective performance by the service provider. This will require the post holder to; Use technical expertise to inspect, specify and analyse repairs required to rectify a range of defects (including major defects), aiming to carry out cost effective repairs and repair programmes. This includes the production of detailed specifications Undertake scheduled post inspections in accordance with contract management targets to assess specific work quality, recommending appropriate remedial action to the contractor to ensure the service provided meets the required contract standard. Ensure contractor sanctions for service failures are correctly applied in accordance with contract requirements. 2. Contribute towards continuous contractor performance improvement by; escalating consistent contractor failures for management resolution Providing technical recommendations for service improvement. Management and control of costs by specifying accurately and completely all the required work necessary for the rectification of a defect Agreeing any necessary unforeseen extras as promptly as possible. 3. Procure specialist contractors for the supply of services in accordance with procurement requirements - Contract Standing Orders - to include preparation of specifications, contracts, tenant and formal leasehold consultation as appropriate. 4. Manage and monitor service and maintenance contracts to ensure compliance to Council requirements, as well as health & safety legislation and protocols on all sites where repairs and maintenance is being undertaken. Also, provide technical support in the repair & maintenance management of common areas to address health & safety issues and enhance their aesthetic appeal 5. Respond to and resolve customer problems in the day to day operation of the contracts, including preparation of condition survey reports and agreement of action plans with contractors and consultants as required. If this sounds good to you, please apply for more information or contact us directly.
Housing Complaints / Resolutions Officer Role to start ASAP Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries City of London Hybrid Working - 2 days in the office / 3 days from home Temp to Perm Role Dealing with stage 1 complaints Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day to day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team. We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements. Key skills: Handling large case loads Liaising with Solicitors/Contractor's Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service. Take responsibility for your own learning and development Excellent PC skills including Microsoft Word and Excel Excellent verbal and writing skills
Jul 16, 2025
Contractor
Housing Complaints / Resolutions Officer Role to start ASAP Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries City of London Hybrid Working - 2 days in the office / 3 days from home Temp to Perm Role Dealing with stage 1 complaints Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day to day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team. We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements. Key skills: Handling large case loads Liaising with Solicitors/Contractor's Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service. Take responsibility for your own learning and development Excellent PC skills including Microsoft Word and Excel Excellent verbal and writing skills
Service Charge Officer King's Cross Temporary Full time Are you an experienced Service Charge professional with a passion for resolving complex accounting issues? A leading Housing Association is seeking a Service Charge Officer specialising in project-based service charge accounting to join their team based in King's Cross. THE ROLE This role focuses on delivering a backlog of service charge accounts for large or complex schemes, ensuring accuracy, compliance, and resolution of any historical issues. Lead on service charge projects within the Places & Estates directorate Work through historic accounts issued under Section 20b to audit and delivery stage Collaborate with the Estate Operations Manager and wider teams to resolve queries Visit sites across London where necessary to support investigations and analysis Review and respond to resident complaints and queries regarding service charges Document decisions, actions taken, and lessons learnt throughout the process Present complex data and findings to stakeholders in a clear and actionable format THE CANDIDATE The ideal candidate will have solid experience in a similar service charge role within housing, particularly working on large, mixed-tenure schemes. Proven ability to analyse and reconcile complex service charge accounts Experience working with varying service charge regimes (variable) Strong understanding of leases, tenancy agreements, and relevant housing legislation Confident using advanced Excel and interpreting financial data Familiarity with the RICS Service Charge Code, ICAEW Tech 03/11, and Section 19 of the Landlord and Tenant Act (1985) THE CONTRACT Temporary - 6 months ongoing Hybrid - 3 days per week in the office (Mondays mandatory The pay rate for the role is £28.00 per hour LTD company rate. The PAYE equivalent is £23.87 per hour, inclusive of holiday. HOW TO APPLY If interested in this role, please apply directly or email or call and ask for Beth to discuss the role further
Jul 16, 2025
Full time
Service Charge Officer King's Cross Temporary Full time Are you an experienced Service Charge professional with a passion for resolving complex accounting issues? A leading Housing Association is seeking a Service Charge Officer specialising in project-based service charge accounting to join their team based in King's Cross. THE ROLE This role focuses on delivering a backlog of service charge accounts for large or complex schemes, ensuring accuracy, compliance, and resolution of any historical issues. Lead on service charge projects within the Places & Estates directorate Work through historic accounts issued under Section 20b to audit and delivery stage Collaborate with the Estate Operations Manager and wider teams to resolve queries Visit sites across London where necessary to support investigations and analysis Review and respond to resident complaints and queries regarding service charges Document decisions, actions taken, and lessons learnt throughout the process Present complex data and findings to stakeholders in a clear and actionable format THE CANDIDATE The ideal candidate will have solid experience in a similar service charge role within housing, particularly working on large, mixed-tenure schemes. Proven ability to analyse and reconcile complex service charge accounts Experience working with varying service charge regimes (variable) Strong understanding of leases, tenancy agreements, and relevant housing legislation Confident using advanced Excel and interpreting financial data Familiarity with the RICS Service Charge Code, ICAEW Tech 03/11, and Section 19 of the Landlord and Tenant Act (1985) THE CONTRACT Temporary - 6 months ongoing Hybrid - 3 days per week in the office (Mondays mandatory The pay rate for the role is £28.00 per hour LTD company rate. The PAYE equivalent is £23.87 per hour, inclusive of holiday. HOW TO APPLY If interested in this role, please apply directly or email or call and ask for Beth to discuss the role further
We are working with a local authority delivering a major energy efficiency and retrofit programme across their housing stock and are looking to appoint a Resident Liaison Officer to support this work. The role is part-time, 2 days per week, with 1 day on-site and 1 day remote or attending appointments. There is flexibility on working days, though Tuesday is preferred. The council has secured over £8 million in funding across multiple projects and is committed to upgrading the energy performance of council homes to meet EPC Band B by 2030. You will be responsible for ensuring residents are fully informed and supported throughout the works, particularly in gaining access to homes, communicating the scope and purpose of the works, and addressing any concerns that arise. The Role Act as the main point of contact for residents during retrofit and major works projects Facilitate access to properties for surveyors, contractors and project teams, with particular attention to vulnerable households Ensure that residents are kept well-informed through written communications, meetings and on-site engagement Produce newsletters, social media updates, and consultation material where needed Support the implementation of the customer care policy, complaints process, and ensure resolution of any issues raised Work closely with tenancy management, ASB and project delivery teams to support programme success and minimise disruption to residents Maintain accurate records of contact, access arrangements and resident preferences Provide feedback to project managers on recurring issues or risks arising from engagement Key Requirements Experience in a resident-facing or customer service role within a housing, property or construction environment Excellent communication skills, with the ability to engage sensitively and confidently with diverse audiences Strong organisational skills, able to manage appointments and site visits across multiple projects Ability to work both independently and collaboratively within a wider project team Knowledge or experience of retrofit/energy efficiency projects is desirable but not essential Experience of working within local authority or social housing settings is an advantage How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Jul 16, 2025
Contractor
We are working with a local authority delivering a major energy efficiency and retrofit programme across their housing stock and are looking to appoint a Resident Liaison Officer to support this work. The role is part-time, 2 days per week, with 1 day on-site and 1 day remote or attending appointments. There is flexibility on working days, though Tuesday is preferred. The council has secured over £8 million in funding across multiple projects and is committed to upgrading the energy performance of council homes to meet EPC Band B by 2030. You will be responsible for ensuring residents are fully informed and supported throughout the works, particularly in gaining access to homes, communicating the scope and purpose of the works, and addressing any concerns that arise. The Role Act as the main point of contact for residents during retrofit and major works projects Facilitate access to properties for surveyors, contractors and project teams, with particular attention to vulnerable households Ensure that residents are kept well-informed through written communications, meetings and on-site engagement Produce newsletters, social media updates, and consultation material where needed Support the implementation of the customer care policy, complaints process, and ensure resolution of any issues raised Work closely with tenancy management, ASB and project delivery teams to support programme success and minimise disruption to residents Maintain accurate records of contact, access arrangements and resident preferences Provide feedback to project managers on recurring issues or risks arising from engagement Key Requirements Experience in a resident-facing or customer service role within a housing, property or construction environment Excellent communication skills, with the ability to engage sensitively and confidently with diverse audiences Strong organisational skills, able to manage appointments and site visits across multiple projects Ability to work both independently and collaboratively within a wider project team Knowledge or experience of retrofit/energy efficiency projects is desirable but not essential Experience of working within local authority or social housing settings is an advantage How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
As a Customer Housing Lead (CHL), you'll drive an exceptional end-to-end customer journey, serving as the first point of escalation and ensuring customer satisfaction. Representing Octavia in the community, you'll manage escalated queries across rents, ASB, repairs, and lettings, working closely with internal and external stakeholders to secure the best outcomes. This fast-paced, customer-facing role requires strong housing and property management expertise, problem-solving skills, and autonomy. You'll support customers across all tenures, from move-in to tenancy completion, conducting property visits and connecting them with necessary services. With structured training and a clear development pathway, you'll have the freedom to manage your caseload and deliver a first-class customer experience. For more information, please visit - Key Responsibilities Through regular contact, develop and capture an in-depth knowledge of our customers, the communities in which they live and act as an internal and external advocate of resident priorities To develop and maintain positive relationships, and work in close partnership, with internal and external stakeholders to respond to resident priorities Manage and provide advice on a range of tenancy related issues including succession, mutual exchanges, assignments, transfers, enforcement of tenancy obligations and working closely with other teams in ensuring access for gas and emergency repairs and transfers Lead in responding to low-level neighbour nuisance issues which can be resolved through a simple intervention. Assist where specialist ASB investigation Officers are experiencing high demand in the management of low level ASB and Neighbour Nuisance cases Identifies and assists vulnerable tenants both directly and indirectly in close partnership with Octavia's care and support services and/or external agencies Act as the main point of escalation for complex customer queries (Rents, ASB, Repairs, tenancy support and Lettings) Enable customers to promote and participate in resident involvement activities in liaison with the Resident Involvement department ensuring that the teams are active and involved in arranging regular customer meetings and community events including at evenings and weekends Assist and carry out estate inspections with our Estate Services team Where the specialist team has limited capacity, assists with the investigation and management of tenancy fraud cases Works closely with the Income Team to prepare residents for welfare reform including financial capability risk assessments, basic household budgeting advice, initial guidance on accessing benefits and services on-line, and assisting in the recovery of low-level arrears via home visits and cold calling Manages complaints effectively by seeking to resolve at first point of contact, drafting first stage complaints, and identifying lessons learnt and required service improvements Works closely with Voids and aftercare teams to ensure residents are satisfied when moving into new properties, acting as both an internal client and resident advocate as well as supporting practical arrangements on the handover of schemes Undertakes a lead role on behalf of the team (for example leading on a policy area or provide practical briefing and guidance) Achieve defined customer measures and performance metrics in several areas, including all customer contact, self-service, low level ASB, Parking, Tenancy Fraud, Repairs, Getting to Know You Visits, vulnerable customers, rent arrears, one touch resolution, correspondence, and post new tenancy checks We are looking for individuals who will encompass our values and support one another in achieving their potential. For this position, we have listed the requirements we believe are essential for this role: Experience Demonstrated experience of working in a fast-paced customer service environment Proficient in the use of contact centre software and systems Experience of handling high volumes of multi-channel contact and case management Exceptional focus on delivering high levels of customer service with the ability to communicate effectively Demonstrated experience of dealing with a wide range of issues in a responsive, reliable and respectful way Experience of complaints and resolution Experience of keeping up to date with regulatory changes and service developments Knowledge Sound knowledge of other relevant legislation (Housing Acts, ASB, Crime and Policing Act, Racial, Disability and Sex Discrimination and tenancy enforcement) Sound knowledge of best practice in Neighbourhood Management, lettings, void control, budgets, and tenant involvement Understanding of best practice in & management of nuisance, harassment & anti-social behaviour Understanding of landlord and tenant relationships and responsibilities Knowledge of assessing individual needs in relation to vulnerability and referrals. Great organisation and time management skills, prioritising and ensuring targets are met Results orientated - knowledge of and able to consistently deliver against KPIs within an evolving landscape An interest in the Housing Sector and the responsibilities of social landlords Excellent negotiation skills The salary for this role is £40,828 per annum with up to 10% pension contribution. We also offer a fantastic additional benefits: Flexible-working Life Assurance Employee Wellbeing App/ Mental Health Support Online GP Service Cycle to work Opportunities for self-development with over 60 courses available to self-enrol Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome. Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
Jul 15, 2025
Full time
As a Customer Housing Lead (CHL), you'll drive an exceptional end-to-end customer journey, serving as the first point of escalation and ensuring customer satisfaction. Representing Octavia in the community, you'll manage escalated queries across rents, ASB, repairs, and lettings, working closely with internal and external stakeholders to secure the best outcomes. This fast-paced, customer-facing role requires strong housing and property management expertise, problem-solving skills, and autonomy. You'll support customers across all tenures, from move-in to tenancy completion, conducting property visits and connecting them with necessary services. With structured training and a clear development pathway, you'll have the freedom to manage your caseload and deliver a first-class customer experience. For more information, please visit - Key Responsibilities Through regular contact, develop and capture an in-depth knowledge of our customers, the communities in which they live and act as an internal and external advocate of resident priorities To develop and maintain positive relationships, and work in close partnership, with internal and external stakeholders to respond to resident priorities Manage and provide advice on a range of tenancy related issues including succession, mutual exchanges, assignments, transfers, enforcement of tenancy obligations and working closely with other teams in ensuring access for gas and emergency repairs and transfers Lead in responding to low-level neighbour nuisance issues which can be resolved through a simple intervention. Assist where specialist ASB investigation Officers are experiencing high demand in the management of low level ASB and Neighbour Nuisance cases Identifies and assists vulnerable tenants both directly and indirectly in close partnership with Octavia's care and support services and/or external agencies Act as the main point of escalation for complex customer queries (Rents, ASB, Repairs, tenancy support and Lettings) Enable customers to promote and participate in resident involvement activities in liaison with the Resident Involvement department ensuring that the teams are active and involved in arranging regular customer meetings and community events including at evenings and weekends Assist and carry out estate inspections with our Estate Services team Where the specialist team has limited capacity, assists with the investigation and management of tenancy fraud cases Works closely with the Income Team to prepare residents for welfare reform including financial capability risk assessments, basic household budgeting advice, initial guidance on accessing benefits and services on-line, and assisting in the recovery of low-level arrears via home visits and cold calling Manages complaints effectively by seeking to resolve at first point of contact, drafting first stage complaints, and identifying lessons learnt and required service improvements Works closely with Voids and aftercare teams to ensure residents are satisfied when moving into new properties, acting as both an internal client and resident advocate as well as supporting practical arrangements on the handover of schemes Undertakes a lead role on behalf of the team (for example leading on a policy area or provide practical briefing and guidance) Achieve defined customer measures and performance metrics in several areas, including all customer contact, self-service, low level ASB, Parking, Tenancy Fraud, Repairs, Getting to Know You Visits, vulnerable customers, rent arrears, one touch resolution, correspondence, and post new tenancy checks We are looking for individuals who will encompass our values and support one another in achieving their potential. For this position, we have listed the requirements we believe are essential for this role: Experience Demonstrated experience of working in a fast-paced customer service environment Proficient in the use of contact centre software and systems Experience of handling high volumes of multi-channel contact and case management Exceptional focus on delivering high levels of customer service with the ability to communicate effectively Demonstrated experience of dealing with a wide range of issues in a responsive, reliable and respectful way Experience of complaints and resolution Experience of keeping up to date with regulatory changes and service developments Knowledge Sound knowledge of other relevant legislation (Housing Acts, ASB, Crime and Policing Act, Racial, Disability and Sex Discrimination and tenancy enforcement) Sound knowledge of best practice in Neighbourhood Management, lettings, void control, budgets, and tenant involvement Understanding of best practice in & management of nuisance, harassment & anti-social behaviour Understanding of landlord and tenant relationships and responsibilities Knowledge of assessing individual needs in relation to vulnerability and referrals. Great organisation and time management skills, prioritising and ensuring targets are met Results orientated - knowledge of and able to consistently deliver against KPIs within an evolving landscape An interest in the Housing Sector and the responsibilities of social landlords Excellent negotiation skills The salary for this role is £40,828 per annum with up to 10% pension contribution. We also offer a fantastic additional benefits: Flexible-working Life Assurance Employee Wellbeing App/ Mental Health Support Online GP Service Cycle to work Opportunities for self-development with over 60 courses available to self-enrol Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome. Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
Customer Excellence Officer Location: West Midlands Type: Full-time Monday to Friday, 9:00 AM 5:00 PM Overview Our client, a PAS2030-certified and Trustmark-verified retrofit installer established in 2016, specialises in delivering approved fabric and renewable heating measures to domestic properties. With a skilled and experienced workforce, they have developed a strong reputation as a reliable and reputable specialist within the UK s renewable energy, heating, and insulation sectors. Working in partnership with the Big Six energy companies, local authorities, and housing associations, they focus on making homes warmer, more energy-efficient, and cost-effective for residents. The Role A Customer Excellence Officer is required to support the delivery of exceptional service to customers undergoing energy improvement or retrofit works. This role will act as the dedicated point of contact for customer enquiries and complaints, ensuring timely and effective resolution while promoting a seamless and professional customer experience. The successful candidate will play a key role in supporting the wider team, improving service quality, and maintaining high levels of customer satisfaction. Key Responsibilities Act as the first point of contact for customer enquiries and complaints. Ensure complaints are handled efficiently and resolved in a timely and appropriate manner. Liaise with site-based colleagues to investigate and address customer concerns. Maintain accurate and up-to-date records of all customer complaints and resolutions. Track and report customer feedback to support continuous service improvement. Promote a customer-first culture across the team and contribute to ongoing service development. Qualifications and Key Skills Minimum of 2 years experience in a customer service or complaints management role, ideally within the energy, housing, or construction sectors. Knowledge of retrofit measures such as wall insulation, heat pumps, and solar panels is advantageous but not essential. Strong problem-solving and conflict resolution skills. Proficient IT skills, including Microsoft Office and CRM systems. Excellent communication and interpersonal abilities, with the capacity to handle sensitive situations empathetically and professionally. Highly organised with strong attention to detail. Positive, calm, and patient attitude. Ability to work independently while managing multiple tasks efficiently.
Jul 12, 2025
Full time
Customer Excellence Officer Location: West Midlands Type: Full-time Monday to Friday, 9:00 AM 5:00 PM Overview Our client, a PAS2030-certified and Trustmark-verified retrofit installer established in 2016, specialises in delivering approved fabric and renewable heating measures to domestic properties. With a skilled and experienced workforce, they have developed a strong reputation as a reliable and reputable specialist within the UK s renewable energy, heating, and insulation sectors. Working in partnership with the Big Six energy companies, local authorities, and housing associations, they focus on making homes warmer, more energy-efficient, and cost-effective for residents. The Role A Customer Excellence Officer is required to support the delivery of exceptional service to customers undergoing energy improvement or retrofit works. This role will act as the dedicated point of contact for customer enquiries and complaints, ensuring timely and effective resolution while promoting a seamless and professional customer experience. The successful candidate will play a key role in supporting the wider team, improving service quality, and maintaining high levels of customer satisfaction. Key Responsibilities Act as the first point of contact for customer enquiries and complaints. Ensure complaints are handled efficiently and resolved in a timely and appropriate manner. Liaise with site-based colleagues to investigate and address customer concerns. Maintain accurate and up-to-date records of all customer complaints and resolutions. Track and report customer feedback to support continuous service improvement. Promote a customer-first culture across the team and contribute to ongoing service development. Qualifications and Key Skills Minimum of 2 years experience in a customer service or complaints management role, ideally within the energy, housing, or construction sectors. Knowledge of retrofit measures such as wall insulation, heat pumps, and solar panels is advantageous but not essential. Strong problem-solving and conflict resolution skills. Proficient IT skills, including Microsoft Office and CRM systems. Excellent communication and interpersonal abilities, with the capacity to handle sensitive situations empathetically and professionally. Highly organised with strong attention to detail. Positive, calm, and patient attitude. Ability to work independently while managing multiple tasks efficiently.
We are currently recruiting for an experienced and detail-focused Executive Support Officer to join a local authority's Housing and Social Investment Directorate. This is an excellent opportunity to provide high-level support to a senior leadership team at the heart of strategic housing delivery. This is a varied and high-profile role requiring strong organisation, discretion, and the ability to manage multiple priorities. You will act as a key point of contact across the directorate, ensuring seamless administrative support, high-quality communications, and efficient operational processes. You'll be working closely with the Directorate Management Team (DMT), supporting key operational functions, executive coordination, governance processes, and cross-cutting project work. The Role Provide full executive support to the Executive Director and DMT, including diary management, meeting coordination, and handling sensitive communications Support directorate governance, business continuity, performance reporting, and data protection compliance Assist with coordination of directorate-wide projects and strategic initiatives Prepare briefings, presentations, and departmental communications Coordinate events, seminars, and key stakeholder engagements Manage complaints and customer queries, liaising with the Customer Experience team to ensure timely resolution Maintain internal systems, SharePoint sites, and admin processes for continuous improvement Key Requirements Proven experience in a senior business support or executive assistant role, ideally in the public sector Excellent communication skills, both written and verbal, with the ability to draft and present briefing materials Highly proficient in Microsoft Office (Outlook, Excel, PowerPoint, Word) and collaboration tools like SharePoint and Teams Strong organisational skills with the ability to manage competing deadlines in a fast-paced environment A discreet and professional approach to handling sensitive and confidential information Proactive, flexible, and confident working both independently and as part of a team How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click A PPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Jul 11, 2025
Contractor
We are currently recruiting for an experienced and detail-focused Executive Support Officer to join a local authority's Housing and Social Investment Directorate. This is an excellent opportunity to provide high-level support to a senior leadership team at the heart of strategic housing delivery. This is a varied and high-profile role requiring strong organisation, discretion, and the ability to manage multiple priorities. You will act as a key point of contact across the directorate, ensuring seamless administrative support, high-quality communications, and efficient operational processes. You'll be working closely with the Directorate Management Team (DMT), supporting key operational functions, executive coordination, governance processes, and cross-cutting project work. The Role Provide full executive support to the Executive Director and DMT, including diary management, meeting coordination, and handling sensitive communications Support directorate governance, business continuity, performance reporting, and data protection compliance Assist with coordination of directorate-wide projects and strategic initiatives Prepare briefings, presentations, and departmental communications Coordinate events, seminars, and key stakeholder engagements Manage complaints and customer queries, liaising with the Customer Experience team to ensure timely resolution Maintain internal systems, SharePoint sites, and admin processes for continuous improvement Key Requirements Proven experience in a senior business support or executive assistant role, ideally in the public sector Excellent communication skills, both written and verbal, with the ability to draft and present briefing materials Highly proficient in Microsoft Office (Outlook, Excel, PowerPoint, Word) and collaboration tools like SharePoint and Teams Strong organisational skills with the ability to manage competing deadlines in a fast-paced environment A discreet and professional approach to handling sensitive and confidential information Proactive, flexible, and confident working both independently and as part of a team How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click A PPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. Footnote If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status. Even if you're currently satisfied in your role, we welcome calls from professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Our client, a family-run contractor, are seeking a Permanent Tenant Liaison Officer to join their dynamic team and to cover works across West Yorkshire. In this role, you will be the primary point of contact for tenants, responsible for addressing any tenant concerns, providing updates on project progress, and ensuring a positive living experience during construction activities. Your role is vital in fostering a strong relationship between the tenants and the company, helping to maintain the company's reputation for reliability and care. The ideal candidate must have; Proven experience as a Tenant Liaison Officer or in a similar position within the housing sector. Strong understanding of tenant rights and housing regulations. Exceptional communication and interpersonal skills. Ability to handle tenant complaints and provide effective resolutions. Organizational skills with the ability to manage multiple tasks and projects. Competent in using technology and software for reporting and documentation. This is an excellent opportunity to join a team and become part of a supportive and family-oriented working environment where your contribution is valued. You will enjoy competitive pay, opportunities for professional development, and the satisfaction of making a positive impact on the lives of tenants. If you are ready to take on a rewarding role as a Tenant Liaison Officer and meet the requirements outlined above, we invite you to apply today and help us create better living environments
Jul 09, 2025
Full time
Our client, a family-run contractor, are seeking a Permanent Tenant Liaison Officer to join their dynamic team and to cover works across West Yorkshire. In this role, you will be the primary point of contact for tenants, responsible for addressing any tenant concerns, providing updates on project progress, and ensuring a positive living experience during construction activities. Your role is vital in fostering a strong relationship between the tenants and the company, helping to maintain the company's reputation for reliability and care. The ideal candidate must have; Proven experience as a Tenant Liaison Officer or in a similar position within the housing sector. Strong understanding of tenant rights and housing regulations. Exceptional communication and interpersonal skills. Ability to handle tenant complaints and provide effective resolutions. Organizational skills with the ability to manage multiple tasks and projects. Competent in using technology and software for reporting and documentation. This is an excellent opportunity to join a team and become part of a supportive and family-oriented working environment where your contribution is valued. You will enjoy competitive pay, opportunities for professional development, and the satisfaction of making a positive impact on the lives of tenants. If you are ready to take on a rewarding role as a Tenant Liaison Officer and meet the requirements outlined above, we invite you to apply today and help us create better living environments
An exciting opportunity has emerged for a Complaints & Feedback Manager to join the housing department at one of Adecco's leading public sector clients, in a full time (35 hours each week, Monday to Friday) temporary role. This job is initially for 3-6 months, but may well get extended should the successful candidate perform well. Based in Stretford in Manchester, this role is reporting directly into the Head of Customer Experience and is paying between 27.45- 29.12 per hour. This role is agile working but there is an expectation to be in the office for collaborative working, when needed. You will directly line manage a Complaints & Feedback Lead, a Complaints and Feedback Advisor and a Customer Care Officer. You will provide a comprehensive, sensitive but effective complaint service for all service areas, working closely with internal and external stakeholders to investigate and resolve issues and provide satisfactory outcomes for the residents. You will promote the work of the Customer Experience Complaints Team across the organisation, with senior managers and staff in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organisation. Key elements of this role include: Leading a team acting as the first point of contact for the organisation with regards to comments, compliments, and complaints, managing the whole process from logging the issues and liaising with the services, residents, the Housing Ombudsman and partner agencies, to ensuring any agreed solutions are implemented. Providing consistent advice, support, training, guidance, and consultation to all staff, relevant agencies, external and internal organisations/stakeholders, and the community at large as required concerning comments, compliments, and complaints. Allocating work to the team and approving work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance KPI's. Providing consistent leadership, advice, support, guidance, and consultation to staff as required. Being responsible and accountable for the management of all employees within the team in accordance with company policies and procedures. Leading a team to process the high volume of unplanned and often complex complaints that arise daily, ensuring they are correctly assessed, logged onto systems, risk assessed and prioritised, researched or allocated to relevant managers, monitored until concluded and then responded to within timescales. Preparing and producing comprehensive, case specific letters and reports on behalf of the company in response to complaints, Housing Ombudsman enquiries, and for a range of audiences including distressed service users and their families, Members, partner organisations, senior managers, and the Executive team. Leading on supporting the organisation to meet statutory and regulatory requirements by upholding Service Level Agreements in place to acknowledge, investigate and respond to concerns, and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themes and causes of complaints, wherever possible. Working in collaboration with the Housing Ombudsman office in dealing with investigations into complaints relating to the company's service delivery and standards etc, providing swift and detailed reporting, data, and information to assist in complaint resolution. Providing intelligent analysis and written commentary on complaints and service improvements to senior managers in support of reflective practice and service development. Monitoring service improvements arising from complaints, audits and peer reviews, sharing best practice and benchmarking information to create a culture of continuous improvement. Building strong and effective relationships with internal teams and external partners. Working collaboratively across the company to improve the customer journey by analysing feedback. Ensuring quality control of complaints handling and responses with feedback given to residents, stakeholders, and colleagues Promoting a customer first culture and a policy of continuous improvement. Completion of the annual self-assessment against the HOS complaints code and report to Board In addition, as the team manager you will be required to provide effective leadership and motivate team members to achieve high levels of performance and customer satisfaction, as well as support and coach colleagues and conduct quarterly coaching conversations ensuring appropriate training and qualifications are in place. Applicants with a public sector background would be highly desirable, but this is not essential. Only applicants who are happy to work hybridly from our clients Stretford office in Manchester, can start on just 1-2 weeks' notice and who can interview in February 2025 need apply.
Mar 08, 2025
Seasonal
An exciting opportunity has emerged for a Complaints & Feedback Manager to join the housing department at one of Adecco's leading public sector clients, in a full time (35 hours each week, Monday to Friday) temporary role. This job is initially for 3-6 months, but may well get extended should the successful candidate perform well. Based in Stretford in Manchester, this role is reporting directly into the Head of Customer Experience and is paying between 27.45- 29.12 per hour. This role is agile working but there is an expectation to be in the office for collaborative working, when needed. You will directly line manage a Complaints & Feedback Lead, a Complaints and Feedback Advisor and a Customer Care Officer. You will provide a comprehensive, sensitive but effective complaint service for all service areas, working closely with internal and external stakeholders to investigate and resolve issues and provide satisfactory outcomes for the residents. You will promote the work of the Customer Experience Complaints Team across the organisation, with senior managers and staff in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organisation. Key elements of this role include: Leading a team acting as the first point of contact for the organisation with regards to comments, compliments, and complaints, managing the whole process from logging the issues and liaising with the services, residents, the Housing Ombudsman and partner agencies, to ensuring any agreed solutions are implemented. Providing consistent advice, support, training, guidance, and consultation to all staff, relevant agencies, external and internal organisations/stakeholders, and the community at large as required concerning comments, compliments, and complaints. Allocating work to the team and approving work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance KPI's. Providing consistent leadership, advice, support, guidance, and consultation to staff as required. Being responsible and accountable for the management of all employees within the team in accordance with company policies and procedures. Leading a team to process the high volume of unplanned and often complex complaints that arise daily, ensuring they are correctly assessed, logged onto systems, risk assessed and prioritised, researched or allocated to relevant managers, monitored until concluded and then responded to within timescales. Preparing and producing comprehensive, case specific letters and reports on behalf of the company in response to complaints, Housing Ombudsman enquiries, and for a range of audiences including distressed service users and their families, Members, partner organisations, senior managers, and the Executive team. Leading on supporting the organisation to meet statutory and regulatory requirements by upholding Service Level Agreements in place to acknowledge, investigate and respond to concerns, and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themes and causes of complaints, wherever possible. Working in collaboration with the Housing Ombudsman office in dealing with investigations into complaints relating to the company's service delivery and standards etc, providing swift and detailed reporting, data, and information to assist in complaint resolution. Providing intelligent analysis and written commentary on complaints and service improvements to senior managers in support of reflective practice and service development. Monitoring service improvements arising from complaints, audits and peer reviews, sharing best practice and benchmarking information to create a culture of continuous improvement. Building strong and effective relationships with internal teams and external partners. Working collaboratively across the company to improve the customer journey by analysing feedback. Ensuring quality control of complaints handling and responses with feedback given to residents, stakeholders, and colleagues Promoting a customer first culture and a policy of continuous improvement. Completion of the annual self-assessment against the HOS complaints code and report to Board In addition, as the team manager you will be required to provide effective leadership and motivate team members to achieve high levels of performance and customer satisfaction, as well as support and coach colleagues and conduct quarterly coaching conversations ensuring appropriate training and qualifications are in place. Applicants with a public sector background would be highly desirable, but this is not essential. Only applicants who are happy to work hybridly from our clients Stretford office in Manchester, can start on just 1-2 weeks' notice and who can interview in February 2025 need apply.
Job Title: Complaints Officer (Housing) Location: Hounslow TW3 3EB - Hybrid working (1 day a week in office) Hourly rate 22.08 PAYE / 28.73 Umbrella Per Hour Contract Length: 6 month assignment (possibility of extension) Working Pattern: Full Time, Monday - Friday, 36 hours ASAP Start Key aspects: Ensure all service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure. To be clear, helpful and manage expectations in any telephone conversations and written communication with complainants. Keep excellent records of interactions with customers and any other relevant information received and ensure appropriate actions are taken, updating colleagues, casework and computer records as required to enable regular monitoring of the service. To take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution. To liaise with Senior Managers, Heads of Service, housing service areas as part of remedial activities to remedy areas of failure. Key experience: Will have experience of managing and responding to complaints - ideally with or within a social housing provider but not compulsory. You will have excellent communication skills and be used to dealing with enquires from both internal and external customers across multiple channels. Resolving enquiries in a way that positively promotes the council and its services. You are organised and analytical, able to take complex information, interpret and present it to colleagues and managers. You are self-motivated and able to manage your own time effectively working to your own and others deadlines. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
Mar 08, 2025
Contractor
Job Title: Complaints Officer (Housing) Location: Hounslow TW3 3EB - Hybrid working (1 day a week in office) Hourly rate 22.08 PAYE / 28.73 Umbrella Per Hour Contract Length: 6 month assignment (possibility of extension) Working Pattern: Full Time, Monday - Friday, 36 hours ASAP Start Key aspects: Ensure all service complaints are dealt with in a professional manner, within set timescales ensuring strict compliance with the Councils Complaints Procedure. To be clear, helpful and manage expectations in any telephone conversations and written communication with complainants. Keep excellent records of interactions with customers and any other relevant information received and ensure appropriate actions are taken, updating colleagues, casework and computer records as required to enable regular monitoring of the service. To take ownership of the liaison of composite housing complaints and composite housing Ombudsman cases to ensure a quality and timely response and resolution. To liaise with Senior Managers, Heads of Service, housing service areas as part of remedial activities to remedy areas of failure. Key experience: Will have experience of managing and responding to complaints - ideally with or within a social housing provider but not compulsory. You will have excellent communication skills and be used to dealing with enquires from both internal and external customers across multiple channels. Resolving enquiries in a way that positively promotes the council and its services. You are organised and analytical, able to take complex information, interpret and present it to colleagues and managers. You are self-motivated and able to manage your own time effectively working to your own and others deadlines. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
Job Title : Community Safety Officer Location : Exeter EX1 Contract : Temp Hours : Full Time Salary : 18.89 LTD p/h. Role Summary : We are currently recruiting for a Community Safety Officer to join our client. The role involves investigating and responding to complaints and incidents of anti-social behaviour, environmental crime, stray dogs, and unauthorised encampments, while supporting victims and complainants. You will play a key role in coordinating multi-agency responses and developing preventative measures to improve community safety. Key Responsibilities: Investigate complaints of anti-social behaviour and environmental crime from initial referral to resolution. Provide advice and support to complainants, witnesses, and perpetrators, using informal resolution methods such as mediation or legal action when necessary. Conduct routine patrols, ensuring a visible presence in the community to proactively address concerns. Work in partnership with police, youth offending teams, housing associations, probation services, and other agencies to develop effective responses. Gather and provide evidence for legal proceedings, including taking witness statements, interviewing under caution, and attending court. Issue Fixed Penalty Notices where necessary. Support the Community Safety Partnership by coordinating information for the Anti-Social Behaviour Action Team (ASBAT). Promote good relationships with local businesses, social landlords, voluntary organisations, and residents to enhance community safety. Requirements: Relevant degree or equivalent qualification and experience in Anti-Social Behaviour. Experience in investigating anti-social behaviour complaints and working with partner agencies. Strong problem-solving and analytical skills. Ability to prioritise cases and work effectively under pressure. Experience of legal enforcement procedures, including serving notices and prosecution. Excellent communication and negotiation skills. Full clean driving licence and willingness to work a shift pattern. Must meet police vetting requirements. If you are interested in this position and meet the above criteria, please send your CV now for consideration. For further information, please contact George at Service Care Solutions on (phone number removed) or email (url removed).
Mar 08, 2025
Seasonal
Job Title : Community Safety Officer Location : Exeter EX1 Contract : Temp Hours : Full Time Salary : 18.89 LTD p/h. Role Summary : We are currently recruiting for a Community Safety Officer to join our client. The role involves investigating and responding to complaints and incidents of anti-social behaviour, environmental crime, stray dogs, and unauthorised encampments, while supporting victims and complainants. You will play a key role in coordinating multi-agency responses and developing preventative measures to improve community safety. Key Responsibilities: Investigate complaints of anti-social behaviour and environmental crime from initial referral to resolution. Provide advice and support to complainants, witnesses, and perpetrators, using informal resolution methods such as mediation or legal action when necessary. Conduct routine patrols, ensuring a visible presence in the community to proactively address concerns. Work in partnership with police, youth offending teams, housing associations, probation services, and other agencies to develop effective responses. Gather and provide evidence for legal proceedings, including taking witness statements, interviewing under caution, and attending court. Issue Fixed Penalty Notices where necessary. Support the Community Safety Partnership by coordinating information for the Anti-Social Behaviour Action Team (ASBAT). Promote good relationships with local businesses, social landlords, voluntary organisations, and residents to enhance community safety. Requirements: Relevant degree or equivalent qualification and experience in Anti-Social Behaviour. Experience in investigating anti-social behaviour complaints and working with partner agencies. Strong problem-solving and analytical skills. Ability to prioritise cases and work effectively under pressure. Experience of legal enforcement procedures, including serving notices and prosecution. Excellent communication and negotiation skills. Full clean driving licence and willingness to work a shift pattern. Must meet police vetting requirements. If you are interested in this position and meet the above criteria, please send your CV now for consideration. For further information, please contact George at Service Care Solutions on (phone number removed) or email (url removed).
Housing Complaints / Resolutions Officer Role to start ASAP Stage 2 Complaints (experience required) SE London Hybrid Working - 1 day in the office a week Temp to Perm Role Dealing with stage 1 and stage 2 complaints Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day to day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team. We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements. Key skills: Dealing with Stage 1 & Stage 2 complaint responses Handling large case loads Liaising with Solicitors/Contractor's Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service. Take responsibility for your own learning and development Excellent PC skills including Microsoft Word and Excel Excellent verbal and writing skills
Mar 07, 2025
Contractor
Housing Complaints / Resolutions Officer Role to start ASAP Stage 2 Complaints (experience required) SE London Hybrid Working - 1 day in the office a week Temp to Perm Role Dealing with stage 1 and stage 2 complaints Leading Social Housing Organisation requires a Complaints Officer to support the compliance team and deliver excellent compliance performance and smooth day to day repairs service to residents and front-line staff. The role will include answering the phone, supporting management in compiling reports and monitoring KPIs and dealing with day to day queries from front line staff, ensuring they are routed appropriately within the team. We're looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements. Key skills: Dealing with Stage 1 & Stage 2 complaint responses Handling large case loads Liaising with Solicitors/Contractor's Accountable for the accuracy and completeness of your work, remaining calm under pressure, making informed and reasonable decisions. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service. Take responsibility for your own learning and development Excellent PC skills including Microsoft Word and Excel Excellent verbal and writing skills
Opportunity to use your customer insight experience to ensure service complaints are effectively investigated and resolved, key insights identified, and recommendations shared to improve organisational performance and service quality. The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents' lives and landlords' services. As Customer Insight Lead , you will report to the Customer Insight Manager (CIM) and work alongside several Service Complaints Investigators and a Customer Insight Support Officer. You will play a key part in the Ombudsman's internal complaints process and support the CIM with the appropriate deployment of staff to meet service level agreements and quality standards of the day-to-day running of the service complaints function. You will contribute to the development of guidance and processes for the team through analysing feedback and insight and assist on projects relating to customer satisfaction and quality management across our organisation. Specifically, your responsibilities will include: Contributing to the operational delivery of service complaints investigations and outcomes, ensuring they are completed within our timeliness performance indicators and meet our agreed quality standards; Delivering, recording, reporting, and developing management information. Identifying themes and trends, considering continuous improvement opportunities, to feed into the quality improvement cycle; Supporting the CIM with overseeing workloads, mentoring, coaching, accrediting new team members, and quality checking team and individual outputs; and Managing a caseload of escalated Stage 2 service complaint investigations. In addition to your proven internal complaints / quality standards experience, your track record will evidence your ability to support, coach and mentor team members to deliver against set targets, KPIs and quality standards. Your ability to communicate clearly, avoiding jargon or criticism, both orally and in writing will be key, as will your ability to analyse data and present evidence-based service improvement insights. It's an exciting time to join us and to contribute your skills to the evolution of this ambitious, influential and growing organisation. In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35 hour working week. For further details, please click apply and download the information pack. Please note that we have two vacancies - one permanent and one on the basis of a 12 month fixed term contract. If you only wish to be considered for the permanent role, please state as much within your supporting statement. Given that this role was advertised within the last six months, we request that candidates who applied to this role in October 2024 do not apply on this occasion. CLOSING DATE: 23.59 on Sunday 9th March 2025. PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). We will close this campaign if / when we receive 150 applications. We therefore strongly recommend applying as soon as possible. We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.
Mar 06, 2025
Full time
Opportunity to use your customer insight experience to ensure service complaints are effectively investigated and resolved, key insights identified, and recommendations shared to improve organisational performance and service quality. The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents' lives and landlords' services. As Customer Insight Lead , you will report to the Customer Insight Manager (CIM) and work alongside several Service Complaints Investigators and a Customer Insight Support Officer. You will play a key part in the Ombudsman's internal complaints process and support the CIM with the appropriate deployment of staff to meet service level agreements and quality standards of the day-to-day running of the service complaints function. You will contribute to the development of guidance and processes for the team through analysing feedback and insight and assist on projects relating to customer satisfaction and quality management across our organisation. Specifically, your responsibilities will include: Contributing to the operational delivery of service complaints investigations and outcomes, ensuring they are completed within our timeliness performance indicators and meet our agreed quality standards; Delivering, recording, reporting, and developing management information. Identifying themes and trends, considering continuous improvement opportunities, to feed into the quality improvement cycle; Supporting the CIM with overseeing workloads, mentoring, coaching, accrediting new team members, and quality checking team and individual outputs; and Managing a caseload of escalated Stage 2 service complaint investigations. In addition to your proven internal complaints / quality standards experience, your track record will evidence your ability to support, coach and mentor team members to deliver against set targets, KPIs and quality standards. Your ability to communicate clearly, avoiding jargon or criticism, both orally and in writing will be key, as will your ability to analyse data and present evidence-based service improvement insights. It's an exciting time to join us and to contribute your skills to the evolution of this ambitious, influential and growing organisation. In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35 hour working week. For further details, please click apply and download the information pack. Please note that we have two vacancies - one permanent and one on the basis of a 12 month fixed term contract. If you only wish to be considered for the permanent role, please state as much within your supporting statement. Given that this role was advertised within the last six months, we request that candidates who applied to this role in October 2024 do not apply on this occasion. CLOSING DATE: 23.59 on Sunday 9th March 2025. PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). We will close this campaign if / when we receive 150 applications. We therefore strongly recommend applying as soon as possible. We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.
Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Technical Quality Officer on a 3 months contract initially with a possibility of further extension. Brief of the role: Inspections to the internal and external areas of our housing stock for remedial repairs. Post inspections of completed works to verify quality, customer service and VFM. Validation of variation claims from both in house teams and contractors. Assisting with complaints and casework including providing reports, inspections and technical advice. Requirement - essential/desirable skills/qualification/experience: Good technical knowledge of housing repairs, previous experience of working in social housing repairs and maintenance, Qualified to HNC or equivalent, good customer service skills, able to work by yourself or as part of a team. Working patterns/WFH options: Generally 8 to 4 or 8.30 to 4.30 or 9 to 5. Any additional requirements: Preferable access to a vehicle that can be used for work visits and travel back to the office. Purpose of the job: Provide expert quality assessment of repair & maintenance works through use of specialist skills and knowledge, to deliver technical support and contract management of the Repair & Maintenance contract. Ensure that a high level of works delivered, working with contractors/customers to address service failures through appropriate contract sanctions. Principal accountabilities: Act as Contract Administrator, using a range of specialist skills and technical expertise, to ensure effective performance by the service provider. This will require the post holder to: Use technical expertise to inspect, specify and analyse repairs required to rectify a range of defects (including major defects), aiming to carry out cost effective repairs and repair programmes. This includes the production of detailed specifications. Undertake scheduled post inspections in accordance with contract management targets to assess specific work quality, recommending appropriate remedial action to the contractor to ensure the service provided meets the required contract standard. Ensure contractor sanctions for service failures are correctly applied in accordance with contract requirements. Contribute towards continuous contractor performance improvement by: Escalating consistent contractor failures for management resolution. Providing technical recommendations for service improvement. Management and control of costs by specifying accurately and completely all the required work necessary for the rectification of a defect. Agreeing any necessary unforeseen extras as promptly as possible. Procure specialist contractors for the supply of services in accordance with procurement requirements - Contract Standing Orders - to include preparation of specifications, contracts, tenant and formal leasehold consultation as appropriate. Manage and monitor service and maintenance contracts to ensure compliance to Council requirements, as well as health & safety legislation and protocols on all sites where repairs and maintenance is being undertaken. Also, provide technical support in the repair & maintenance management of common areas to address health & safety issues and enhance their aesthetic appeal. Respond to and resolve customer problems in the day to day operation of the contracts, including preparation of condition survey reports and agreement of action plans with contractors and consultants as required. If this sounds good to you, please apply for more information or contact us directly.
Feb 17, 2025
Full time
Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Technical Quality Officer on a 3 months contract initially with a possibility of further extension. Brief of the role: Inspections to the internal and external areas of our housing stock for remedial repairs. Post inspections of completed works to verify quality, customer service and VFM. Validation of variation claims from both in house teams and contractors. Assisting with complaints and casework including providing reports, inspections and technical advice. Requirement - essential/desirable skills/qualification/experience: Good technical knowledge of housing repairs, previous experience of working in social housing repairs and maintenance, Qualified to HNC or equivalent, good customer service skills, able to work by yourself or as part of a team. Working patterns/WFH options: Generally 8 to 4 or 8.30 to 4.30 or 9 to 5. Any additional requirements: Preferable access to a vehicle that can be used for work visits and travel back to the office. Purpose of the job: Provide expert quality assessment of repair & maintenance works through use of specialist skills and knowledge, to deliver technical support and contract management of the Repair & Maintenance contract. Ensure that a high level of works delivered, working with contractors/customers to address service failures through appropriate contract sanctions. Principal accountabilities: Act as Contract Administrator, using a range of specialist skills and technical expertise, to ensure effective performance by the service provider. This will require the post holder to: Use technical expertise to inspect, specify and analyse repairs required to rectify a range of defects (including major defects), aiming to carry out cost effective repairs and repair programmes. This includes the production of detailed specifications. Undertake scheduled post inspections in accordance with contract management targets to assess specific work quality, recommending appropriate remedial action to the contractor to ensure the service provided meets the required contract standard. Ensure contractor sanctions for service failures are correctly applied in accordance with contract requirements. Contribute towards continuous contractor performance improvement by: Escalating consistent contractor failures for management resolution. Providing technical recommendations for service improvement. Management and control of costs by specifying accurately and completely all the required work necessary for the rectification of a defect. Agreeing any necessary unforeseen extras as promptly as possible. Procure specialist contractors for the supply of services in accordance with procurement requirements - Contract Standing Orders - to include preparation of specifications, contracts, tenant and formal leasehold consultation as appropriate. Manage and monitor service and maintenance contracts to ensure compliance to Council requirements, as well as health & safety legislation and protocols on all sites where repairs and maintenance is being undertaken. Also, provide technical support in the repair & maintenance management of common areas to address health & safety issues and enhance their aesthetic appeal. Respond to and resolve customer problems in the day to day operation of the contracts, including preparation of condition survey reports and agreement of action plans with contractors and consultants as required. If this sounds good to you, please apply for more information or contact us directly.
