Vacancies

OUR CURRENT VACANCIES

We are currently recruiting for a Housing Officer and a Head of Customer Experience- please see below for details. To apply send your CV together with a covering letter to recruitment@inquilabha.org

Housing Officer

Key Responsibilities and Accountabilities

Deliver and embed an effective housing management and resident support service, working with stakeholders including residents and multi-agency partners
Plan and execute a comprehensive block and estate management inspection programme
Plan and execute a comprehensive tenancy audit programme and update key systems.
Empower residents and provide appropriate support to enable our residents to be independent and live their lives to the full
Work closely with colleagues, specialist teams and contractors to get things done for customers
Meet or beat performance targets and continuously improve in key areas including:
Void management and letting of our homes
income collection and rent arrears
ASB case management
Complaint resolution
Customer satisfaction (including regulator metrics)
Investigate and address issues of anti-social behaviour, fly-tipping, graffiti and safeguarding, regularly monitoring cases and preparing papers for court as required
Complete Health & Safety and compliance actions e.g. FRAs, as required
Be the primary contact for local stakeholders e.g. residents associations, Local Authority Services, the police etc
Maintain up to date, accurate and detailed customer records on Inquilab’s systems
Ensure residents are engaged in influencing decisions that affect them
Work with other local partners to facilitate and deliver community development projects

Standard Responsibilities

Adopt and comply with Inquilab values, policies and procedures, and regulatory frameworks including:

Code of Conduct
Health & Safety and building regulations
Data Protection, privacy and use of IT resources
Regulatory standards and probity
Risks and internal controls framework
Organisational policies and procedures
Equality, diversity and inclusion

No role profile can cover every issue which may arise within the post at various times. The post holder is expected to carry out other duties from time to time, which are broadly consistent with those described.

Person Specification

Education/Qualifications

A good standard of education

Housing Management Related Qualification is desirable

Knowledge/Experience Required

Experience working in a service role

Understanding of issues governed by housing law, rights of tenants and landlords, common building defects and repairs.
Experience of providing services to a diverse client group
Experience of providing services to vulnerable people, signposting to relevant agencies
Experience of working in a climate of legislative and organisational change.
Working knowledge of regulations and legislation for social housing
Experience of working in the housing or property sector is desirable.

Skills/Abilities Required

Excellent customer service attitude demonstrating good communication and interpersonal skills.
Ability to write clearly and concisely in a variety of formats
Strong resource and time management skills
Ability to prioritise, delivering value for money.
Highly self-motivated with the ability to work effectively without high levels of supervision.
Proven problem-solving and decision-making skills.
Resilient and able to deal with challenging situations and deliver sustainable outcomes.
Ability to analyse data and draw informative conclusions.
Proficient in the use of technology to a high level – within office and remotely
Able to represent Inquilab professionally and build strong working relationships.
Willingness to learn new skills and via continuous personal development

Additional Information

Hold a full driving licence with access to own vehicle (Essential)
Attendance at meetings and work at weekends and outside of contractual hours may be required.
Mobile/remote working

Head of Customer Experience

Role Purpose

To lead a team and develop a culture to deliver a high quality, efficient, right first-time service via multiple channels that ensures a great customer experience at the point of contact.

Key Responsibilities & Accountabilities

Lead on ensuring the organisation provides and effective and efficient response to customer contact through all communication channels
Lead the design and effective delivery of the organisational complaints performance ensuring early resolution and learning that enables continuous improvement
Lead on the conversion of customer survey and complaint insight to demonstratable change in processes and behaviour that positively impacts customer satisfaction
Lead on the co creation of services to our diverse resident population ensuring insight and knowledge drives equity in our offer
Lead on all customer communications via all mediums that align with our tone of voice, that is clear, timely and relevant
Be the lead officer for our Resident Panels and provide and present reports to our Customer committee and board
Take a lead on ensuring all customer data is kept up to date through the disciplined use of core systems by the direct team and the wider organisation
Lead on the development of innovative services including web chat, apps, chat bots AI and automated telephony and online services to reduce telephone contact volumes
Work with housing and asset teams to agree internal SLAs around responses for more complex requests ensuring accountability for customer contact from colleagues
Be the organisational lead for resident engagement activities

Standard responsibilities

Adopt and comply with Inquilab values, policies and procedures, and regulatory frameworks including:

Code of Conduct
Health & Safety
Data Protection, privacy and use of IT resources
Regulatory standards and probity
Risks and internal controls framework
Human Resources policies and procedures·
Equality and diversity

Person Specification

Education/Qualification

A good standard of education and qualification commensurate to the level of the job and the knowledge and skills required

Knowledge, Skills and Abilities required

Deep and comprehensive knowledge of the consumer standards and other

Ability to understand and explain relevant legislation relating to housing, GDPR and PCI DSS

Expert understanding of the requirements contained within the complaints handling code

Comprehensive knowledge of contact management, telephony and web based service systems

A deep knowledge of the information needs of residents and boards
Knowledge of automated transaction tools and customer self service platforms
A sound understanding of the regulatory environment relevant for this post
Ability to build and maintain strong internal relationships across departments
Ability to build and maintain strong relationships with external stakeholders
Strong written communication skills sufficient to write articles and reports
Excellent verbal communication skills and the ability to adapt for different audiences
Ability to organise own workload, work on own initiative and adapt to change
Ability work with a diverse range of people and show an empathetic understanding of their needs
Excellent knowledge and expertise in the use of IT and CRM systems.

Experience required

Experience in developing a customer focused culture across an organisation
Experience in leading an effective complaints handling service
Experience in creating and presenting information to committees and boards
Experience of using data effectively to inform, monitor and improve service delivery
Experience of building and maintaining effective teams and collaborating with others
Experience of working with telephony providers and other IT services
Experience of identifying and utilising different customer service technologies
Experience of project management, events planning, co-ordination and delivery from inception to effective closure
Experience in a solution focused customer facing role

Our Recruitment Process

We have robust processes in place to ensure we recruit the right people with the right skills, behaviour, and experience for the role.

To apply for a specific role, please click on the job vacancy and ‘Apply’, ensuring you have completed the necessary information and forms required in our Recruitment Pack.

If you wish to register your interest for working with Inquilab Housing Association in the future please send us your CV with a covering email highlighting your skills, experience, and aspirations to recruitment@inquilabha.org.

Our vacancies are, where relevant, internally promoted for a period of seven days before promoting on our website and in partnership with any external recruitment consultants. At all times during the application process we:

Operate on a principle of open and transparent competition in our approach to recruitment
Aim to respond to your application within a reasonable timeframe and keep you informed of your application process
Encourage and welcome applications from a diverse range of candidates regardless of background
Treat every applicant with respect and aim to ensure a positive candidate experience
Ensure that recruitment and selection is carried out in a professional and timely manner and in line with employment and data protection legislation as well as best practice
Ensure our Managers and HR staff involved in the recruitment process act ethically throughout the process and declare any factor that may remove transparency, fairness or consistency of the process.

Have you Considered Volunteering?

We also offer volunteering opportunities, which is a great way to develop skills and gain experience. If you are interested in volunteering work, please email volunteering@inquilabha.org.