Resales and Staircasing Senior Officer

at  Heylo

ESSENTIAL REQUIREMENTS:

• Demonstrable understanding of the residential conveyancing process from reservation to completion, ideally gained in a housing association or estate agent.
• Significant knowledge and/or experience of managing property sales and transactions
• Good understanding of customer eligibility for low-cost home ownership products
• Excellent customer service skills
• Effective communications skills, both oral and written
• Ability to multitask and work to deadlines
• Good standard of numeracy and literacy, knowledge of MS Office (in particular Excel) and database management
• Good analytical skills
• Self-motivated and a commitment to personal development
• Ability to multitask and work to deadlines
• Well organised, and able to work as part of a team and under pressure
• Ability to self-motivate to meet deadlines without close supervision

DESIRABLE REQUIREMENTS:

• An understanding of the legal aspects of leasehold law and regulations.
• IRPM Level 2 Qualification

OUR PURPOSE

heylo helps aspiring homeowners and renters find a place to call home

ROLE PURPOSE:

You will be managing a caseload of customer transactions, including resales and staircasing of Shared Ownership homes, at all times ensuring the delivery of excellent customer service.

KEY RESPONSIBILITIES:

• Provide an effective and efficient staircasing and resales service to all homeowners, in line with all legal, contractual, regulatory and Heylo policy requirements and good/best practice.
• Ensure that all the necessary timescales are complied with and that transactions are concluded in a timely way, balancing the need to conclude in a timely manner with the need to deliver ambitious standards of customer service and satisfaction.
• Support and guide Shared Owners and prospective customers through the process.
• Manage the resales process to ensure that homes are marketed and sales are concluded in a timely way. Make sure that the valuations fairly reflect the value of the property and the share being sold, ensuring equity for both seller and buyer alike. Making sure that costs and fair fees are collected in accordance with Heylo’s policy.
• Instruct appropriate professionals in pursuance of the staircasing or resales work, considering the outcomes of the professionals’ work and taking up any apparent or otherwise obvious inconsistencies to ensure all parties are properly served.
• Process all documentation in a proper and timely way and in accordance with all relevant rules and regulations. Make sure that all other parties are aware of the timescales that need to be complied and deadlines are met.
• Work collaboratively with Property Management and Finance team colleagues to ensure all relevant covenants, obligations eligibility and funding conditions are fully complied with.
• Maintain and update resales and staircasing monitoring tools and support the Team Leader in the production of weekly, monthly or as otherwise needed reports on progress.
• Effectively deal with enquires and complaints and promote high customer service standards. Learning from complaints to alter working practice as needed.
• Ensure that up-to-date and accessible records are maintained in all areas to include use of computer systems and databases.
• Develop and maintain professional relationships and partnerships externally and internally, ensuring the interests of the organisation are safeguarded.
• Deputise for the Team Leader as and when required