Role title

Lettings Officer

Date

November 17

Reports to Title

Regional Lettings Manager

Version

6

DBS Disclosure Required: No

Responsibility for End Results

Purpose: To deliver a responsive, efficient, high quality and customer focussed Lettings service, by maximising the revenue on properties and minimising voids whilst delivering excellent customer service and implementing the L&Q allocation policy and procedure.

Key Responsibilities / Deliverables:

Main Accountabilities:   List in order of priority, the major activities or functions necessary to achieve the job’s end results. The percentage of time spent on each of these should add up to 100%. (Maximum 200 characters per accountability)

Time

(%)

1.       Operate in line with the L&Q values to deliver the highest levels of customer service. Provide a professional and knowledgeable customer journey for new and existing residents and resolve issues efficiently and effectively.

2.       To take responsibility to ensure own performance contributes positively towards team objectives and key performance of the business by, effectively and proactively managing caseloads of lettings, including responsibilities for:

·     Mutual Exchanges;

·     Transfers;

·     Moving options;

·     Allocating and letting new build homes and existing homes ensuring that properties are let according and in line with regulatory and governance processes within target periods.

·     Ensuring all applicant data is correct and suitable candidates are being housed.

·     Schedule and undertake viewings and sign ups, providing advice to prospective residents.

·     Manage all aspects of marketing/ advertising of units, managing results, shortlists and LA databases.

·     Other tasks and activities associated with the role.

3.       Work collaboratively with internal colleagues and teams to ensure an effective, efficient and customer focussed allocation and lettings service. This will include colleagues in Development, Direct Maintenance, the Customer Service Centre, Housing Management, Revenue, and L&Q Foundation.

4.        Deal sensitively with vulnerable residents, signposting internal and external service providers as necessary. Maintain excellent relationships with key stakeholders and partners, such as local authorities and statutory agencies, positively representing L&Q and attending meetings/ events as appropriate.

5.       Ensure own compliance in respect of governance and adherence to relevant statutory and regulatory provisions and internal policy and procedure. Keep up to date on all legislative and regulatory issues that impact the role. This includes ensuring financial probity and identifying potential fraud.

6.       Take responsibility to maintain the necessary written/electronic records and systems to ensure accurate and complete records, the collection and management of performance indicators, customer information and the maintenance of the initial payments process.

7.     Manage risks associated with areas under the job holders control such as; void losses, fraud risks, empty units, health and safety, and Lone Working.

Financial Responsibility: Enter below any typical revenue, operating or capital budgets for which the role is accountable. N/A

People Responsibility: Indicate below the typical number of employees for which the role has supervisory / management responsibility. If the number varies, indicate an average or a range.

Direct Reports

Indirect Reports

Total Employees

-

-

Please list below any outsourced service providers that are typically managed by the role (e.g. payroll), or any functional / project management responsibilities

Technical Knowledge/Skills

List of technical knowledge/skills required to successfully perform the job role; including professional qualifications

• Able to demonstrate experience of delivering customer focused services in a demanding,

public facing environment.

• Good communication and presentation skills, with the ability to handle complaints and communicate verbally and in writing in a positive manner, including when presenting and marketing properties.

• Highly organised, able to prioritise and manage a demanding workload.

• Highly developed relationship management or stakeholder engagement skills, with the ability to influence, deal with difficult behaviours and manage conflict to resolution.

• Able to demonstrate an awareness of how operational matters impact budgets and financial performance.

• Strong IT skills – MS Office suite, CRM and internal computer systems and devises.

• Previous experience of lettings or similar experience of working within a process driven, rules based environment.

• Housing sector experience and knowledge around: relevant housing and immigration laws; welfare reform and the impact this has on housing with a basic understanding of benefit advice; and working with vulnerable people.

·       Able to demonstrate the ability to work efficiently, accurately and proactively to allocate and let homes

L&Q Values

These are our guiding principles. They describe how we deliver our mission and vision through our behaviours and actions.

People

·       We care about the happiness and wellbeing of our customers and employees

Passion

·       We approach everything with energy, drive, determination and enthusiasm

Inclusion

·       We draw strength from our differences and work collaboratively

Responsibility

·       We own problems and deliver effective, lasting solutions

Impact

·       We measure what we do by the difference we make

Other

·       Commit to supporting L&Q’s environmental policy and social mission

·       I will comply with all L&Q Health and Safety policies and procedures and commit to working towards best practice in the control of health and safety risks