Appointment of Temporary Lettings Officer

Thank you for your enquiry concerning the above position.

Attached is full information about this post, together with an application form which
you should complete and return to: Human Resources, 1 Glory Park Avenue,
Wooburn Green, Buckinghamshire, HP10 0DF, to arrive by no later than 12pm 10
February 2012. Please note interviews are planned for 20 February 2012.

Please note that it is our policy to disregard CV’s unless these are submitted in
addition to a fully completed application form. This is to ensure that all applications
received are assessed on an equal and fair basis and against all the criteria outlined
in the person specification for the post.

It will not be possible to acknowledge receipt of your application; however you will be
advised of the outcome after short listing.

If you have any questions about the position, please do not hesitate to contact
                       AN INTRODUCTION TO PARADIGM

Just like our name suggests here at Paradigm we want to become a ‘model’ of
excellence and innovation. Our vision is:-

‘Through housing, deliver solutions that make a positive difference to people’s
lives and their communities.’

If we are to achieve excellence in all that we do we need an enthusiastic and
passionate team that continually strives to do things better. We pride ourselves on
being a caring organisation that is focused on achieving positive outcomes for our
customers and our employees.

Based in Greater London and the wider counties, we operate in an area where
housing choice and affordability are real issues. Our group structure delivers
services to over 10,000 households. The majority of our customers live in homes let
at affordable rents but we also have a number of homes for older people, homeless
households and young people. In order to meet the expectations of many of our new
and existing customers we have developed a growing shared ownership portfolio.

Chiltern Hundreds, our largest landlord within the Group, was the first stock transfer
in the country. That tradition of innovation has not been lost and we continually
strive to work with our customers, partners and stakeholders to find ways of
improving our services and performance. We have Preferred Partner Status with the
Housing Corporation and will deliver 1,500 new homes over the next two years. In
late 2005, we entered into a partnering contract with Connaught plc to deliver
maintenance services to our homes and many other associations are looking to
mirror our model.

However, as I mentioned above we continue to seek to improve in all that we do.
We want to develop a team who are as interested in positive outcomes as we are.

If you feel you can contribute to our mission and operate within our values, then we
would like to hear from you.

For more information, please visit our website

Yours sincerely

Alison Hadden
Group Chief Executive
                             JOB DESCRIPTION

POST:                      Lettings Assistant (full time 4 month contract)

Director Reports:          None

Regular Contacts:          Tenancy & Neighbourhood Officers
                           Housing Services Assistants
                           Anti Social Behaviour Advisor
                           Rent Recovery Officers
                           Income Recovery Officers

RESPONSIBLE TO:            Regional Manager


To pro-actively prepare for and conduct viewings, key interviews and post letting
visits within the Eastern Housing Team. You will play a vital role in delivering a busy
new build schedule, ensuring properties are let in a timely manner and developing an
effective relationship with current and new customers.


To provide an efficient, effective and customer focused lettings and voids
management service to nominees and residents. You will focus on new build lettings;
however, you may be required to support Officers in all types of lettings. Your tasks
will include:

      Conducting viewings and lettings (key interviews) for a high volume of new
       build properties
      Conducting post letting visits 4 weeks after a resident has signed their
       tenancy agreement, reporting repairs and dealing customer queries quickly
       and effectively
      Conducting 3 monthly starter tenancy visits as and when required
      Supporting the Housing Services Assistants in preparing for viewings and
       lettings by preparing key interview packs, speaking to potential nominees,
       booking key interviews and completing the computer record updates following
      Supporting the Tenancy & Neighbourhood Officer in resolving tenancy and
       estate issues within the first 3 months of a customer’s tenancy
      Answering incoming telephone, personal and written enquiries from all
       tenants, members of the public and colleagues responding to these in
       accordance with agreed standards and to ensure a positive and conclusive
      Promotion of a customer focused service dealing with difficult situations and
       finding a positive resolution for all involved
   Make decisions regarding refusing nomination and or/requesting further
    information from Local Authority partners when you feel more information on a
    nominee is required
   Make decisions on refusing nominees at sign up stage if concerned
   Where appropriate make decisions on changing the level of decorating vouchers
    offered for re-lets
   To assess and propose tenancy enforcement actions for those you visit where
   To assess and refer customers to support agencies where appropriate
   Make decisions and implement appropriate and consistent actions based on
    Paradigm policies and procedures
   Review and make recommendations to the Regional or Service Manager
    regarding service improvement

Success in this post will be measured by:-

   Key performance measures:
          o Customer Service Standards
          o Customer Satisfaction reports
          o Lettings targets
          o Post letting visit and Starter Tenancy targets
   Assessments against corporate core competencies
   Effectively contribute and pro actively support the Eastern Team to achieve its
   Creative approaches to value for money and service improvement
   Previous experience of void management including conducting viewings and
    letting properties is required - Essential
   Previous experience of conducting home visits to residents - Essential
   Experience in and understanding of other housing management functions
    including tenancy and estate management is preferable -Essential
   Comfortable carrying out lone worker duties -Preferred
   Ability to work well under pressure - Preferred
   Must be flexible and able to re-prioritise workload - Essential
   Able to work as part of a team, understanding the support others may require you
    to provide - Preferred
   Quick learner – you must be able to listen, digest and act on instruction quickly -
   Good interpersonal skills and the ability to discuss sensitive situations in a
    professional manner - Essential
   Excellent written and verbal communication skills required - Essential
   Customer focussed - Essential
   Excellent IT skills including the use of Outlook, Word and Excel - Essential

    Due to the nature of the role you must have a UK driving licence and
    access to daily use of a car
                        Paradigm Housing Group

                     Terms and Conditions of Service

                       Temporary Lettings Officer

SALARY ON                  The range for the starting salary for this post is pro rata
APPOINTMENT:               of £21,241 pa according to skills, competencies and
                           experience. Salaries are reviewed at the end of your
                           probationary period and through our competency
                           framework on an annual basis.

PAYMENT OF SALARIES:       Salaries are paid monthly on the fifteenth working day of
                           the month by direct credit into a bank or building society

LENGTH OF CONTRACT         This contract is temporary for a period of 4 months.

LOCATION:                  This post will be based at our offices in Wentworth
                           Lodge, Welwyn Garden City, however you may be
                           required to work at any other premises which the group
                           currently has or may later acquire within 25 miles of this.

CAR SCHEMES:               The post-holder will be expected to have a current UK
                           licence and car available at all times for business use
                           and will be reimbursed for business mileage at the
                           agreed rate.

PROBATIONARY PERIOD:       This appointment will be subject to a probationary
                           period, during which time the post holder will be
                           expected to establish his/her suitability for the post.

HOURS OF WORK:             These are 37 a week Monday to Friday.

FLEXI TIME SCHEME:         Paradigm operates a flexible hour’s scheme.            A
                           maximum of 10 days flexi leave can be taken in a year.

FLEXIBLE WORKING           We support flexible working arrangements that meet
ARRANGEMENTS:              business needs and those of our staff.

HOLIDAY ENTITLEMENT:       The holiday entitlement for this post is pro rata of 25
                           days per annum.

PENSION SCHEME:            Paradigm, as a member of the National Housing
                           Federation, participates in a contracted out contributory
                           pension scheme which is administered by the Pensions
                           Trust. All new employees will be able to join The Social
                           Housing Pensions Defined Contribution Scheme. The
                           employer and employee will make a contribution of 5%
                             into the scheme.

CHILDCARE                    We offer employees the opportunity to participate in a
VOUCHER SCHEME:              contributory childcare voucher scheme, which is exempt
                             from Tax and National Insurance contributions. More
                             information will be given on appointment.

FLEXIBLE ANNUAL LEAVE This scheme allows employees, who have completed a
BENEFIT:              satisfactory probationary period in their post, to elect to
                      buy or sell a maximum of five days annual leave in any
                      one leave year, subject to terms and conditions

EMPLOYEE                     The Group provides a 24-Hour confidential advisory and
ASSISTANCE                   counselling service to all employees, giving staff an
PROGRAMME:                   immediate source of independent advice and support if

POLICY ON SMOKING:           Paradigm operates a no-smoking policy in all of its
                             offices and Company vehicles.

Full terms and conditions of service will be set out in the contract of employment
which will be issued on appointment.

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