Resident Services Specialist Trainee

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.

You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.

The Resident Services Specialist Trainee works closely with members of the Resident Services Specialist team to manage customer relationships and provide exceptional service to achieve high levels of customer satisfaction.

The post holder facilitates effective communication, coordinates resources to support service requests, manages queries and responds effectively to customer complaints.

Requiring strong interpersonal skills, the Resident Services Specialist Trainee demonstrates a keen desire to learn and the ability to build positive relationships with homeowners, general needs residents and stakeholders.

Some of the key accountabilities include:

• Administrative support: Assist with general administrative tasks, including managing correspondence, maintaining records, scheduling appointments, and organising meetings and events.
• Service delivery assistance: Support the implementation and management of multi tenure, including shared ownership, leasehold, or affordable housing schemes. Help with application processing, document verification, and data entry.
• Customer service: Provide courteous and professional customer service to general needs customers, leaseholders, and shared owners. Respond to inquiries, address concerns, and direct individuals to the appropriate resources or team members.
• Documentation and records management: Maintain accurate and organised records, databases, and documentation related to our customers, applications, and homeowner interactions. Ensure confidentiality and compliance with data protection regulations.
• Reporting and data analysis: Assist in generating regular reports on program activities, homeowner satisfaction, and program outcomes. Help with data analysis and presentation preparation to support decision-making and program evaluation.
• Resource coordination: Collaborate with internal departments, external agencies, and service providers to coordinate resources and support services. Assist in scheduling workshops, training sessions, and community events.
• Quality assurance: Contribute to quality assurance efforts by reviewing program documentation, checking for accuracy and compliance, and identifying areas for improvement in processes and procedures.

Please review the job description for more details about the role.

Our benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays.
• Subsidised Health and Wellbeing Membership.
• Simply Health - help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme - including free legal, financial and counselling advice.
• Pension - up to 10% employer contribution.

Please note only shortlisted candidates will be contacted.

CLOSING DATE: Wednesday 2nd October 2024

INTERVIEWS: TBC

Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.

GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community