Mutual Exchange Officer
Epsom | Permanent | Part-time | £26,500/year | www.cv-library.co.uk |
About the role
Role Summary
To promote mutual exchanges as an accessible housing option for TCH residents.
To oversee the mutual exchange process, ensuring residents are supported throughout the process, performance targets are met and risks to the organisation are minimised.
Salary: £26,500pa (£15,900 for the 21 hours a week)
Hours: 21 (These hours can be chosen by the successful applicant witing core business hours)
Contract: Permanent
Probation Period: 6 Months
Notice Period: 1 Month
Who are we?
Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.
What will you be doing?
Role Specific Responsibilities
Ensure that all mutual exchange applications are processed and fully recorded on the data management system and are completed and submitted within the target timescales.
Provide confirmation of provisional acceptance of mutual exchange applications and obtain approval for manager sign off.
Ensure that all prospective mutual exchange customers are subject to verification checks, including obtaining references and carrying out credit checks and housing benefit checks.
Liaise with staff in other teams and ensure that all mutual exchange properties meet legal and health and safety requirements e.g. gas safety certificates, electrical checks, and that recharges are identified and confirmed to the relevant tenants.
To interrogate housing management data system and file records to verify compliance with tenancy obligations, including rent arrears, ASB.
Respond to correspondence from customers, councillors, MP’s etc within target times, effectively and within response timescales. Ensure the correct tenancy is offered, due to changes in the Localism Act.
Process all new customers’ information, ensuring this is input into the relevant record management systems and that supporting documentation is scanned into the electronic document management system.
Check that all qualifying records for Homeswapper and other tenancy exchange services are checked and completed within a timely manner.
Assist the Housing Options Manager in promoting mutual exchanges and other tenancy move opportunities to existing and potential customers.
Work closely with the Neighbourhood Management Team, Customer Services Team, and Income Management Team to ensure that all mutual exchanges or transfers are compliant with procedures.
General
To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
Recognise, respect, and promote the different roles and diversity of individuals.
To actively contribute towards the key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate.
Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
To participate in training, attend other meetings, and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the Group.
Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
Maintain awareness of budget requirements and value for money while delivering your role.
Consider and highlight any risk to the organisation or individuals whilst delivering your role.
Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
This role may involve visiting other offices and stock and you may be required to have your own car and full driving licence.
This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
About You
Education & Qualifications
Maths and English GCSEs or equivalent skills or experience.
Key Skills & Competencies
Working in a customer facing environment with demonstrable customer care skills.
Providing housing related advice and information (Desirable).
Processing and recording information accurately and in a clear and concise way.
Ability to store and retrieve data on a computer and competent use of Microsoft Office.
Use of Touchpoint and Sharepoint and specialist housing systems e.g. Genero (Desirable).
Understanding and sensitivity to confidentiality and data protection.
Behaviours
Commitment to Customer Care - The desire to address the needs of customers in a way that shows commitment to excellent customer service.
Communication - Able to communicate effectively, clearly, and sensitively, verbally and in writing with people having a broad range of roles and capabilities.
Analytical Skills and Business Awareness - Able to analyse information and data logically and reaches sound conclusions. Understand the business environment of TCH.
Relationship Management - The ability to interact and build productive relationships internally and externally.
Resilience - Demonstrates resilience in pressured and stressful situations.
Self Management - The ability to organise and prioritise work, meet deadlines, work under pressure, and handle a number of tasks simultaneously and accurately.
Personal commitment to TCHG corporate values and objectives and culture of continuous service improvement.
Change - The flexibility to adapt to changing workload demands and new organisational challenges.
Why Choose Us
• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan
Applicants
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
Key dates
Applications Close: 3rd June 2024
Interview Date: 11th June 2024
Role Summary
To promote mutual exchanges as an accessible housing option for TCH residents.
To oversee the mutual exchange process, ensuring residents are supported throughout the process, performance targets are met and risks to the organisation are minimised.
Salary: £26,500pa (£15,900 for the 21 hours a week)
Hours: 21 (These hours can be chosen by the successful applicant witing core business hours)
Contract: Permanent
Probation Period: 6 Months
Notice Period: 1 Month
Who are we?
Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.
What will you be doing?
Role Specific Responsibilities
Ensure that all mutual exchange applications are processed and fully recorded on the data management system and are completed and submitted within the target timescales.
Provide confirmation of provisional acceptance of mutual exchange applications and obtain approval for manager sign off.
Ensure that all prospective mutual exchange customers are subject to verification checks, including obtaining references and carrying out credit checks and housing benefit checks.
Liaise with staff in other teams and ensure that all mutual exchange properties meet legal and health and safety requirements e.g. gas safety certificates, electrical checks, and that recharges are identified and confirmed to the relevant tenants.
To interrogate housing management data system and file records to verify compliance with tenancy obligations, including rent arrears, ASB.
Respond to correspondence from customers, councillors, MP’s etc within target times, effectively and within response timescales. Ensure the correct tenancy is offered, due to changes in the Localism Act.
Process all new customers’ information, ensuring this is input into the relevant record management systems and that supporting documentation is scanned into the electronic document management system.
Check that all qualifying records for Homeswapper and other tenancy exchange services are checked and completed within a timely manner.
Assist the Housing Options Manager in promoting mutual exchanges and other tenancy move opportunities to existing and potential customers.
Work closely with the Neighbourhood Management Team, Customer Services Team, and Income Management Team to ensure that all mutual exchanges or transfers are compliant with procedures.
General
To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
Recognise, respect, and promote the different roles and diversity of individuals.
To actively contribute towards the key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate.
Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
To participate in training, attend other meetings, and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the Group.
Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
Maintain awareness of budget requirements and value for money while delivering your role.
Consider and highlight any risk to the organisation or individuals whilst delivering your role.
Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
This role may involve visiting other offices and stock and you may be required to have your own car and full driving licence.
This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
About You
Education & Qualifications
Maths and English GCSEs or equivalent skills or experience.
Key Skills & Competencies
Working in a customer facing environment with demonstrable customer care skills.
Providing housing related advice and information (Desirable).
Processing and recording information accurately and in a clear and concise way.
Ability to store and retrieve data on a computer and competent use of Microsoft Office.
Use of Touchpoint and Sharepoint and specialist housing systems e.g. Genero (Desirable).
Understanding and sensitivity to confidentiality and data protection.
Behaviours
Commitment to Customer Care - The desire to address the needs of customers in a way that shows commitment to excellent customer service.
Communication - Able to communicate effectively, clearly, and sensitively, verbally and in writing with people having a broad range of roles and capabilities.
Analytical Skills and Business Awareness - Able to analyse information and data logically and reaches sound conclusions. Understand the business environment of TCH.
Relationship Management - The ability to interact and build productive relationships internally and externally.
Resilience - Demonstrates resilience in pressured and stressful situations.
Self Management - The ability to organise and prioritise work, meet deadlines, work under pressure, and handle a number of tasks simultaneously and accurately.
Personal commitment to TCHG corporate values and objectives and culture of continuous service improvement.
Change - The flexibility to adapt to changing workload demands and new organisational challenges.
Why Choose Us
• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan
Applicants
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
Key dates
Applications Close: 3rd June 2024
Interview Date: 11th June 2024
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