SKILLS AND EXPERIENCES:

• A passion for working with older people
• Ability to work on your own initiative
• The ability to be empathetic
• Great customer service skills
• High levels of motivation, flexibility and communication
• Ability to lead staff and implement a positive resident experience
• Experience of achieving Key Performance Indicators (KPIs)
• Experience in a customer service or front of house role
• Excellent organisational and time management skills
• Good written and verbal skills to compile reports
• Experience of ensuring contractual compliance
• Ability to communicate effectively with staff, customers and other key stakeholders
• Experience of managing staff and volunteers
• Previous housing experience
• Experience of collecting and analysing customer feedback
• Experience of working in a retirement village setting or and understanding of our resident group
• Experience of ensuring contractual compliance

• Supporting the delivery of an effective housing management service which meets all legislative and regulatory requirements, including management of buildings, grounds, amenities, contracts and void process
• Supporting the management of relationships within the service to improve better outcomes with residents, staff, volunteers, and the local community in line with our Values
• Supporting and promoting compliance with safeguarding policies and procedures and maintain awareness of changes in legislation and good practice in service delivery, liaising with external agencies when required
• Assisting in tenancy management, ensuring prospective and existing residents understand their rights and responsibilities relating to their tenancy agreement. Assisting residents to pay rent and service charges, ensuring that the process is understood, eligible benefits claimed and agreements for repayment of any debt are made
• Supporting the coordination of low-level Antisocial Behaviour (ASB) cases in line with the prescribed policies and practices ensuring that remedial action is taken to build community cohesion
• Building and maintaining relationships with customers and internal and external key stakeholders, identifying any shortfalls in service delivery and supporting the effective management of complaints in line with policy, focusing on first contact resolution and the identification of future learning opportunities
• Delivering social activities, promoting wider use of any communal facilities both by customers and external parties to encourage participation and involvement
• Recording and updating relevant data, maintaining effective filing systems, database records and processes that enable the accurate recording and timely provision of information, ensuring they are as user friendly and accessible as possibl