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We have a new vacancy with a housing partnership based West of London for a Homeowner Advisor on a fixed term contract for 12 months (maternity cover) paying 34,994 per annum.
As part of our Homeowner team, you'll use your technical knowledge to manage complex queries and cases quickly and brilliantly, consistently delivering a fantastic experience to support our homeowners so we deliver first class service for every project, home and customer, every time.
In the role you will
- Investigate and resolve lease-related queries quickly and accurately.
- Ensure observations are responded to as part of the section 20 consultation process.
- Work with solicitors to find solutions to complex cases.
- Carry out estate visits to support homeowner customers with enquiries and issues.
- Work collaboratively with colleagues across the business to make sure queries are resolved effectively.
- Contribute to the team management of our portfolio of properties with managing agents.
- Ensure prompt arrears recovery by proactively managing the accounts of our leaseholders and shared owners
- Use CRM to manage cases and resolve queries effectively.
- Work collaboratively with the finance team to support service charge management and recovery.
- Support shared owners by managing resales and staircasing transactions, being an expert in this field.
- Be brilliant at the basics, knowing your role, your systems, your service and your customers inside out.
- Remain curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
Essential Experience required
- Housing and leasehold management and shared ownership properties.
- Dealing with the section 20 consultation process.
- Supporting homeowners with enfranchisements, deeds of variation, lease extensions, service charge recovery and leasehold legal disputes & resolutions.
Desirable
- Experience of First Tier Tribunal hearings and other legal casework.
- A proven track record of delivering excellent customer service with a 'customer first' approach.
- Experience of managing leasehold arrears
