Tenancy and Leasehold Manager

We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Customer Operations team as a Tenancy and Leasehold Manager

Our Customer Operations teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

The role

We have a fantastic opportunity for someone to join us in the position of Tenancy and Leasehold Manager in Camden. This role will have hybrid working but there will be an expectation to go into the Camden office and some travel around to different sites within London. Your responsibilities will include:

• To assess and resolve a wide range of complex enquiries in accordance with established processes, procedures and policies with the objective of providing an outstanding customer experience. This includes, but is not limited to, permissions, licences, sublettings, assignments, tenancy visits, tenancy checks, general queries.
• Be responsible to completely resolve queries, liaising with other teams in a seamless fashion in the background, and making sure any decisions on complex matters are quickly obtained to enhance the customer experience and avoid out of the ordinary queries taking long to resolve.
• To utilise and promote a range of technologies to communicate with customers.
• To use necessary business systems in an appropriate way to record information relating to all interactions in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers.
• To carry out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
• To achieve all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction.
• To work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered for our customers.
• To ensure customers can influence our services by passing feedback and making suggestions on how our processes, procedures and policies can be amended to provide a better customer experience.

What you will need to succeed

We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The successful candidate will:

• Working within tight statutory constraints in a high-pressure environment.
• IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems.
• Self-motivated, assertive and confident.
• Experience of resolving residents’ queries for either homeowners or tenants or both.
• Dealing with complex queries and challenging individuals in a constructive and effective way.
• High level knowledge of statutory, legal and contractual framework around tenancy, homeowners and shared owners’ management.

The offer

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary: £30-35,000
• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service

About us

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and their workforce reflects that. We understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.