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Leasehold Advisor

  • Job reference: SHAB36728
  • Location: Tower Hamlets, London
  • Job type: Permanent
  • Area of Expertise: Customer Service
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Job description: Leasehold Advisor - Tower Hamlets.

£30,000 to £35,000 Per Annum.

Permanent Role.

The Leasehold Advisor will work in the Resident Management team and will be responsible for dealing with any queries from residents on a patch less basis from all leaseholders, shared owners and social tenants that are too complex to handle in the Customer Service Centre, with the objective of continually reducing customer complaints.


Skills and Experience:

*Leasehold experience essential

Key Accountabilities:

*To be a customer service champion ensuring that all contacts are owned and resolved through to completion seizing opportunities to implement innovative and creative solutions.
*To assess and resolve a wide range of complex enquiries in accordance with established processes, procedures and policies with the objective of providing an outstanding customer experience. This includes, but is not limited to, permissions, licences, sub lettings, assignments, tenancy visits, tenancy checks, general queries.
*Be responsible to completely resolve queries, liaising with other teams in a seamless fashion in the background, and making sure any decisions on complex matters are quickly obtained to enhance the customer experience and avoid out of the ordinary queries taking long to resolve.
*To utilise and promote a range of technologies to communicate with customers.
*To use necessary business systems in an appropriate way to record information relating to all interactions in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers.
*To carry out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
*To achieve all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction.
*To work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered for our customers.
*To ensure customers can influence our services by passing feedback and making suggestions on how our processes, procedures and policies can be amended to provide a better customer experience.
*To always represent the organisation in a professional and appropriate manner.
*Pro-actively contribute to the reputation of One Housing through all customer contact channels and provide customer service in a professional, friendly and empathetic way.
*Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre.

If your interested in this post then please forward your CV to adam.benouaich@servicecare.org.uk or call Adam on 01772 208966.