Housing Advisor

This role: Housing Advisor - known in-house as a Customer Transitions Advisor Fixed Term Contract for an 18 Month Period Salary: £40,915 Location: Edmonton - N9 0TA Here at MTVH, our customers are at the heart of all we do, and as a Customer Transitions Advisor based within our Special Projects team, you will be responsible for liaising with our customers at Pennine and Mendip House to support them with moving out of their homes on a permanent basis. The CTA will ensure that customers are kept well informed throughout the project, working alongside them to ensure the process of moving home is as smooth as possible whilst considering the needs of the customer. It will be essential for us to provide a quality service for all our customers at Pennine and Mendip House, showing empathy and compassion will be key to delivering this project successfully for our customers and MTVH. The CTA role will be based at our office in Mendip House, Edmonton; given the nature of the project, it is key for us to have a real presence within the community. Please be advised that for contractual purposes only, your office base will state "The Johnson Building, EC1N 8JS". Key Responsibilities and Outcomes Leads on communications with customers relating to having to move on a permanent basis, keeping them engaged and informed throughout the project. Ensuring that we understand the needs and requirements of customers to enable a smooth transition to their new home. Act as the key contact with Customer Services and other Directorates to understand the needs of the customer. Contribute to internal and external communications with customers and colleagues in the form of digital and hard copy options. Produce weekly updates for each site you are supervising. Produce regular updates to customers living in the blocks under your control, on at least a monthly basis. Use systems and information to quickly develop an understanding of the diverse needs and vulnerabilities of individual residents living in each block within the project. Taking ownership of customers' complaints and enquiries; responding to them in a timely manner and in line with policies. Track, log, and monitor all customer communication. Liaise closely with the Contractors and other departments to ensure smooth, clear communication lines. Support the Project team to achieve the overall objectives of the project. Assist the Customer Experience Manager to continuously review and improve current processes to improve service delivery and customer satisfaction. Proactively ensure that all data is uploaded to systems to create an effective overview of the project and our customers. Conduct viewings of empty properties (in any location) with new customers and complete new tenancy sign-ups. Manage operational budgets to ensure that we remain within the agreed figures of c.£60m. Ensure procurement is undertaken in line with corporate policies for services such as removals. Ensure all payments remain in line with Delegated Authority. When required, work unsociable hours to attend evening meetings with customers, also willing to travel within Region / across regions. Personal Competencies Skills / Experience / Knowledge Empathy with the values and ethos of the organisation. Flexible approach to work. Self-motivation with a positive attitude and the ability to work on own initiative. Strong commitment to safeguarding vulnerable customers. Confident and experienced collaboration. Housing Management best practice. Knowledge of project management. Strong communication and presentation skills. Good understanding of tenancy and decant process. Knowledge of income processes, benefits systems, and arrears management. Ability to maintain attention to detail in a busy environment. Experience of providing a high level of customer service. Natural problem-solving skills. Strong ICT capability, EXCEL, WORD, etc. Proven prioritisation skills. Considerable independent travel is required to fully meet the responsibilities of this role. Experienced Team Worker. Interview Diary Date:

Week commencing 4th February 25 To meet our commitment to providing safe, high-quality services to our customers, we will complete a basic background check with the Disclosure and Barring service, once an offer of employment is made, which will be renewed on a 3 yearly basis. The cost of the check will be paid for by MTVH. Please note: we do not currently offer visa sponsorship. Our benefits include: 28 days annual leave plus 8 bank holidays (pro rata for part-time) per year. 2 volunteering days per year for things like helping out in local communities. An additional Beliefs day once a year to have an extra day off. Supported family-friendly approach with extended parental leave. Enhanced pension with matched contributions of up to 9%. Option to buy or sell up to 5 days annual leave per year. Life assurance cover 3 x your salary. Cycle2work scheme. Hybrid Working - Dependent on job role and department. Health cash plan scheme for your everyday healthcare needs which you can add your family members to. And many more. About us We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH. Learn more about our benefits and organisation by viewing our attached document. Our promise Here at Metropolitan Thames Valley Housing (MTVH), we want to capture the value that difference brings and are committed to promoting equality, diversity, and inclusion. We work collaboratively, serving people better every day to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme. We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other's wellbeing. We provide a platform of Network groups for employees to share views, tell us what we're doing well, and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are: Gender Ethnicity LGBTQ+ Disability Our core values of Dare, Care, and Collaborate demonstrate that we are a people-focused business, solving social issues by working together! We reserve the right to close this vacancy early if a suitable candidate is found, so we do encourage you to complete the application as soon as possible to avoid disappointment.

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