Directorate: Finance, Risk & Performance
Department: Development
Reports To: Manager – Leasehold & Right to Buy
Directly Responsible For: No direct reports
Hours: 22.2 per week
Overall team / department purpose
This team is critical in enabling the Group to support customers during the Right to Buy/Acquire process and managing the leasehold and shared ownership portfolio.
Key role priorities
- This role is responsible for acting as the first point of contact for all leaseholder and RTB enquiries to the Group.
- This involves responsibility for dispersed tenancies and statutory and legislative requirements for the service, whilst supporting customers with a range of queries.
Key working relationships
- The role involves liaising with colleagues across the Group as required.
- The role holder provides advice and guidance to the Group’s customers on their responsibilities in order to create sustainable neighbourhoods and works with external partners to support the Group’s tenants and leaseholders.
Main duties & responsibilities
- Maximise the Group’s income by contributing to ensuring costs for services provided to leaseholders are recovered in accordance with current legislation.
- Deal with all customer enquiries in relation to Leasehold services, Service charges and RTB.
- Administer the Leaseholder requirements for the Group’s range of LCHO products, including Shared Ownership and shared ownership staircasing and re-sales.
- Assist in monitoring performance in relation to services charged for separately from rent charges.
- Assist the Leasehold & RTB Manager in supporting the Finance Service Charge team with validation of annual service charge calculations ensuring consistency for leaseholders.
- Liaise with relevant departments in the administration and management of leasehold properties.
- Carry out leasehold and RTB duties in accordance with current legislation, ensuring best practice is adhered to.
- Deal with enquiries from leaseholders & RTB applicants or their representatives, ensuring the timely supply of comprehensive and up to date information.
- Assist the Leasehold & RTB Manager in the determination of each leaseholder’s liability for service charges in accordance with the conditions of their lease and legislative requirements.
- Assist in the arrangement and co-ordination of meetings / forums when necessary to discuss leasehold/service charge issues.
- Devise and maintain literature and information that will ensure leaseholders are fully informed of the services offered by the Group and are kept up to date on new developments in the services provided.
- Ensure the Group’s financial regulations and procedures as appropriate are adhered to in respect of the payment of invoices and purchasing of goods or services.
- Assist in ensuring that all targets and performance standards for the service area are met.
- Assist in the pursuance, monitoring and collection of Leaseholder service charges and other related debts owed to the Group.
- Liaise with all relevant internal and external stakeholders to ensure that rent and service charge payments are received in a timely manner and are maximised.
- Work closely with all colleagues to ensure that all customer issues are managed in a timely manner and to deliver a world class customer experience wherever the customer interacts with the Group.
- Develop and maintain good knowledge of Leaseholder and RTB processes and methodologies and utilise relevant technologies to support the services.
- Complete any other tasks as commensurate with the level and nature of the posts as delegated by the role’s line manager.
Key measures of success
- Leaseholder targets achieved.
- RTB Targets achieved.
- Financial Statements produced on time.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs at Grade 4 or above (or equivalent) including English and Maths or equivalent relevant experience (E)
Housing qualification or equivalent experience (E)
Experience
Dealing with customers in a face to face / telephony environment (E)
Managing RTB applications (D)
Managing Leaseholder services (D)
Skills, knowledge & ability
Housing management policies and procedures (E)
Good written and verbal communication skills with people at all levels (E)
RTB and Leaseholder policies and legislation (E)
Ability to work to targets set (E)
Ability to develop and maintain effective working relationships with internal and external partners (E)
IT skills to record and research information and complete administrative tasks (E)
Personal characteristics
Driven to achieve results (E)
Confident and resilient (E)
Other
Flexible approach to hours and locations worked (E)
Able to travel independently to a range of locations (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us