Home Ownership Specialist

We are looking for a Home Ownership Specialist to provide an excellent, compliant, customer-led service in the management and completion of processes for Home Owners and Leaseholders. The successful candidate will work with internal and external customers with the overall objective of delivering a swift and efficient service.  This role is initially on a temporary basis to then go on a contract until July 2025.

The first 2 - 3 months the role would be 4 days a week in the office and then after training they would be happy for the candidate to work mainly from home and only require you in the office 1 day a week.  This would require you to be in Norwich.  This is a full time 5 day a week role.

• provide customer service-based activities to queries as related to home ownership
• managing permissions requests and applications, such as request to sub-let, or alterations
• responding with accuracy within set time scales and liaising with other departments
• candidates must have strong communication skills, particularly when dealing with people over the phone, but also in face-to-face situations
• will be required to ensure accurate record keeping, with up-to-date actions recorded so attention to detail a core skill required
• Day to Day of the role:
• Develop a strong understanding of the Home Ownership Team’s responsibilities and provide an excellent service to customers, focusing on Home Owners and Leaseholders.
• Manage cases efficiently, liaising with internal and external contacts to ensure all necessary documentation is received for decision making in line with relevant procedures and policies.
• Advocate for Home Owners, ensuring their needs and expectations are understood and incorporated into strategy and operating models.
• Process transactions and manage applications requiring permission under the lease, responding within set timescales and raising administration charges where applicable.
• Manage Lease breaches and take legal action when required.
• Process Right to Buy (RTB) and Right to Acquire (RTA) applications in line with statutory guidance and time frames.
• Deliver accurate and responsive service to Home Owners relating to lease enquiries and ensure compliance with landlord and leaseholder obligations.
• Process Section 20 notices and ensure supporting information is issued to Home Owners within statutory timescales.
• Provide advice and guidance on major works schemes and ensure statutory consultation is carried out.
• Design and deliver effective, efficient processes that enhance customer experience and trust.
• Develop specialist knowledge in Home Ownership and share this with the business.
• Utilise technologies and Microsoft Dynamic platform to deliver an efficient and effective customer-driven service.
• Keep accurate records of all actions taken for case management, statistical analysis, and reports.

Required Skills & Qualifications:

• Experience in a fast-paced, target-driven, evolving, and dynamic Customer Service environment.
• Knowledge of leasehold management, Section 20 consultation, and legislation.
• Understanding of the wider issues impacting the Home Ownership market.
• Experience in the housing sector, property management, or similar.
• Minimum of A to C grade in mathematics and English at GCSE level or equivalent.
• For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge. Please also request Andrea or Maxine on Linkedin