Job Description

We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs. We are part of Riverside, a group of complementary businesses with a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people\xe2\x80\x99s lives, each and every day.

Join our Customer Services team as a Managing Agent Coordinator

Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We\xe2\x80\x99re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising Neighbourhoods

The role

We have a fantastic opportunity for someone to join us in the position of Managing Agent Coordinator in Camden, London

Salary: \xc2\xa321,840
Location: Hybrid, 1 or 2 days at our Camden office, with the rest working from home.
Contract: 6 month Fixed Term Contract

Your responsibilities will include:

• Review information currently held in the Contract Services SharePoint site.
• Obtain any extra information from the Service Charge Team and Service Charge Accountant.
• Record and update the Contract Services SharePoint site.
• Analyse the gaps in information by reviewing the information we have and what we need.
• Review and update the freeholder and managing agent details for each scheme.
• Use gap analysis and resident feedback to identify and prioritize the key schemes.
• Set target timelines for action on each scheme and monitor progress.
• Contact the managing agent to obtain details for each scheme in priority order.
• Run the process of escalation in the form of emails, phone contact, complaint to Managing Agent/ Freeholder through to solicitors\xe2\x80\x99 letters, and First Tier Tribunal applications supported by legal representatives.
• Work with the Service Charge Team, Income Team, and Contract Management team colleagues to ensure awareness and consistent messaging to Managing Agents and residents.
• Provide regular feedback on progress to the wider team.

What you will need to succeed

We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly.

The successful candidate will have a:

• Good level of IT skills and literacy; proficient in Microsoft Word, Excel and Outlook
• Highly numerate and excellent skills in working with data analysis.
• Good interpersonal and communication skills.
• Ability to provide an excellent customer focused service, putting the customer experience first, taking ownership and delivering accurate feedback in line with One Housing\xe2\x80\x99s Customer Service Offer.
• An understanding of contracts and account data.

The offer

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary: \xc2\xa321,840
• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you\xe2\x80\x99ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We\xe2\x80\x99re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years\xe2\x80\x99 continuous service.

About us

One Housing is a subsidiary of the Riverside Group. The Riverside Group was established more than 90 years ago, and is now a leading provider of affordable housing, care and support services in England and Scotland. The group manages more than 75,000 homes and operates across 160 local authorities. Riverside transforms lives by providing well maintained, high-quality housing while creating new opportunities for customers through job schemes, affordable warmth programmes, and money advice.

Working in some of the most diverse communities in the UK, we understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.

Apply today for a fulfilling career in our Customer Services team.

Please note that the application closing date is included as a guide and adverts may be withdrawn and vacancies closed before the guide date indicated. We recommend that if you are interested in applying for this role that you do not delay in submitting your application.

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