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 firstname.lastname@example.org 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 www.paradigmhousing.co.uk. Yours sincerely Alison Hadden Group Chief Executive PARADIGM HOUSING GROUP LIMITED 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 JOB PURPOSE: 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. KEY ACCOUNTABILITIES: 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 letting 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 outcome Promotion of a customer focused service dealing with difficult situations and finding a positive resolution for all involved LEVEL OF AUTHORITY 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 appropriate 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 REQUIRED OUTCOMES FROM POST 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 objectives Creative approaches to value for money and service improvement PERSON SPECIFICATION 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 - Essential 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 account. 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 needed. 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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