Job Description

About Teachers Housing Association

Teachers' Housing Association's (THA) story started in 1967 with providing rented accommodation for people in housing need, particularly those associated with education. We now own c.650 homes including sheltered housing for older people nationwide and housing for teachers and others in need in the Greater London area. Sheltered housing represents c.55% of THA's stock holding.

The Association is a not for profit, charitable organisation, registered with the Homes and Communities Agency as a Registered Provider (Registration No. LH0426).

THA's mission is to deliver local, affordable, good quality housing for key workers, especially people in education.

THA believe a secure home and good education provides a solid foundation to help families and children succeed in the future.

THA's sheltered schemes cover an area from Hull in the North East to Paignton in Devon and include beautiful, listed buildings with extensive history and superb private gardens, some of which are in locations that overlook the sea. Their London based properties are a mixture of older buildings and purpose built modern blocks that provide accommodation for teachers and families within the Greater London area.

THA puts its residents at the heart of all aspects of service delivered and we want you to contribute actively to the Association's "one team" approach and collaborate with colleagues in different parts of the organisation. We want you to work in a way that shows genuine commitment to providing excellent customer service to all, both internal and external stakeholders.

Equality and Diversity

Teachers' Housing Association (THA) is committed to identifying and seeking to eliminate discrimination in all its forms, increasing equality of opportunity across the Association's operations and promoting positive relationships between staff, tenants and contractors. We endeavor to operate with professionalism, integrity, transparency and a belief that everyone is entitled to be treated equally and with dignity and in line with the Equality Act 2010. Our aim is to ensure that THA's policies and procedures do not knowingly put anyone at a disadvantage either directly or indirectly. This policy applies to employees of THA, Board/Committee members, agency workers, casual staff and contractors. It also applies to tenants and customers when dealing with THA.

Statement:

We are a small Social Housing landlord, looking for someone to be the first point of contact to our business, including our tenants, the general public and other stakeholders. You will be expected to monitor incoming correspondence across all platforms (including email, telephone, website and in person) and keep our CRM system updated.

Key Objectives

Be the first point of contact to our business.

Monitor the main phone line and incoming correspondence across all platforms (including enquiries by post, email, website and in-person).

Respond to enquiries and escalate to the relevant person as efficiently as possible.

Keep our CRM system updated

Provide assistance with general office duties to provide an excellent administrative service across the Association.

Key Tasks

Assist the Support Services Manager with the administrative tasks relating to the office

Update customer record management (CRM) data where appropriate in line with the process and procedures.

Assist in monitoring the housing waiting list, acknowledging and recording changes

Process housing applications from prospective tenants.

Ensure filing is done accurately and regularly.

Provide support to the repairs team as required, including raising works orders on occasion and communicating with tenants and contractors.

Provide support to the Housing Management and Arrears team, including processing rent payments from tenants.

Prepare mail merges on occasion.

Run customer service data reports as required.

Encourage, support and develop tenant engagement/feedback.

Any other duties appropriate to the position as directed by the Support Services Manager and Senior Management Team.

Ensure confidentiality of all information dealt with and operate in accordance with THA's confidentiality, GDPR and Data Protection policies.

Uphold and promote all aspects of THA's Equality and Diversity Policy.

Adhere to THA's Health & Safety Policy and procedures.

Requirements of the Role

Minimum 2 years' experience in a customer service role

Good IT skills (Microsoft, CRM systems)

Excellent telephone manner and experience in dealing with incoming telephone calls from the general public.

Awareness of GDPR regulations and the importance of data security.

Comfortable dealing with difficult conversations and able stay calm at all times.

Well organised.

Ability to multi-task and prioritise.

Experience of working in the Social Housing sector (desirable)

Terms and conditions

Based in London.

Salary range 28500 - 31000 per annum.

Pension TPT DC - Employee 4.5% / Employer 8.5%.

Annual leave 26 days per annum plus bank holidays rising to 28 days after 2 years. Additional benefits including life cover.

Closing date for applications is 28th April 2025.

Job Type: Full-time

Pay: 28,500.00-31,000.00 per year

Benefits:

Company pension
Schedule:

Monday to Friday
Work Location: In person

Reference ID: Customer Services Officer