JOB DESCRIPTION
JOB TITLE:
Lettings Advisor
DIRECTORATE:
Housing Services
REPORTING TO:
Lettings Manager
SUPERVISORY RESPONSIBILITY FOR OTHERS: None
CONTEXT
Please see the attached organisation chart.
Job Purpose
To provide a customer focussed, accessible and highly professional lettings service
and housing advice to existing and potential Freebridge tenants across all properties.
MAIN DUTIES
Day to Day Tasks
1. Provide a customer focussed and highly professional Lettings Service to
existing and potential Freebridge tenants on a range of different property,
tenancy and rent types.
2. Ensure the accurate and timely processing of all empty properties to meet
corporate targets for re-let times.
3. Liaise promptly with any customers that are moving to arrange and carry out
detailed assessment interviews and other required appointments, including
accompanied viewings.
4. Provide support to customers moving out of their homes temporarily and
permanently to enable redevelopment, refurbishment or repair works to be
carried out.
5. Provide practical assistance as well as appropriate financial compensation,
when required for customers moving home, working closely with customer(s),
their families, carers or support agencies to minimise the impact on their daily
lives.
6. Complete tenancy checks to verify suitability of new tenants to ensure the
most effective use of stock. This will include financial checks and providing
housing and benefit advice.
Haley Page, Lettings Manager – November 2012
7. Maintain accurate customer tenancy records and property information on the
required systems. Ensure every opportunity is taken to collect profiling
information on our customers to allow us to complete an assessment of their
needs; accurately updating any required systems.
8. Develop and maintain a close and effective partnership with West Norfolk
Home Choice in order to ensure the timely letting of all empty properties and
the most efficient use of these properties.
9. Develop and maintain a strong working relationship with Freebridge Property
Services Department employees and other contractors, to ensure the timely
completion of work to properties, achieving a quality end product for letting.
10. Support the tenancy team and tenancy sustainability through the appropriate
referral of vulnerable customers to support services.
11. Oversee the allocation and letting of Freebridge garage stock, to maximise
rental income for the association.
12. Provide an efficient Mutual Exchange service, ensuring that exchanges are
suitable and carried out in accordance with policy and procedure.
Management/supervisory tasks
None
Financial tasks
Identifying and recommending opportunities for improved value for money across the
Housing Services department.
Other tasks
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To promote equal opportunities and diversity.
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To promote and look for opportunities to achieve Value for Money
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To deliver a high standard of Customer Care
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To deliver Freebridge’s Vision and Values and Mary Gober approach
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To help to continue to improve the service, in line with policies and
procedures
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To respect the need for confidentiality when processing personal/tenant data
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Other such duties as may be required from time to time.
Haley Page, Lettings Manager – November 2012
PERSON SPECIFICATION
KNOWLEDGE & EXPERIENCE
Essential
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Proven experience within a customer service environment working for a
Housing Association or other public service organisation, in a capacity which
involved face-to-face interaction with customers.
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Understanding of the role and scope of Social Housing providers, and access
to these services.
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Minimum of 5 GCSE’s (A-C Grades) or equivalent including English & Maths
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Proven experience of working to achieve specific targets.
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Proven experience of working with a PC and an understanding of all MS
Office applications i.e. MS Word, Excel, Outlook etc including a relevant IT
qualification i.e. GCSE pass, or ECDL.
Desirable
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Level 3 CIH qualification in Housing Management.
Basic knowledge of Housing Legislation.
Experience of working in a lettings environment
SKILLS
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Excellent interpersonal skills
Strong communication skills
Ability to interpret and implement detailed policy and procedure
Organisational skills
Negotiation skills
Tact/diplomacy
Attention to detail
Strong problem solving abilities
ATTITUDE
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Customer focused
Flexible
Enthusiastic
Motivated
Team player
Empathetic
Patient
Positive
Solution focused
Assertive
Haley Page, Lettings Manager – November 2012
SPECIAL CIRCUMSTANCES
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Occasional attendance at conferences and training courses requiring
overnight stays
Weekend working as required in extreme/emergency situations
Driving licence essential, together with vehicle available for business use
(appropriate allowances and business mileage rates paid)
Haley Page, Lettings Manager – November 2012