Home Ownership Officer (SO1)

Description

Main Purpose of the job:

• To provide a high quality, customer focused and responsive Home Ownership service to Lewisham residents.

Summary of Responsibilities and Personal Duties:

• Consult with leaseholders (statutory and non-statutory consultation) and assist with applications for dispensation.
• Issue Section 20 Notices and keep robust records of each contract.
• Deal with leaseholder enquiries via email, telephone, and face to face.
• Issue bills using Word templates and Excel mail merge.
• Build good working relationships with the local Tenant and Residents’ Associations and attend out of hours meetings when required.
• Respond to correspondence and complaints and provide drafts for member’s enquiries.
• Identify and record details of vulnerable residents, signpost residents for support as required.
• Ensure safeguarding concerns are acted on immediately and in compliance with the safeguarding procedure.
• Investigate complex cases, work collaboratively with other departments, partners and stakeholders to ensure multi agency responses to complex cases. Carry out home / estate visits / inspections in a lone working capacity as required.
• Take legal action as necessary. Ensure all legal paperwork is completed to a high standard. Attend court hearings (including tribunal & mediation), representing the organisation positively at all times.
• Keep up to date with all relevant legislation and good practice issues relating to the role.
• Engage in generic team duties such as manning the wider team inbox.
• Assist Collection and arrears team section
• Assist RTB and service charge team section

Generic Responsibilities

• Maintain excellent customer service in all areas of work.
• Take responsibility for own learning and development.
• Comply with all client  policies, including contractual standing orders, financial regulations and all HR policies and procedures including Health & Safety and Equality & Diversity.
• The post holder will be expected to take a flexible approach to all duties and assist in covering for all aspects of work within the overall grading of the post.
• To meet client key performance indicator targets.