Job Introduction
We’re excited to be on the lookout for a New Customer Administrator to join our fantastic team on a 6-month contract.
It's an exciting time for our customers when they get offered a new home and we want to ensure that they have a great experience at YH. As part of the lettings team, you'll play a key part in that delivering that experience and be responsible for providing a seamless, customer obsessed service to our new customers looking for a home with Yorkshire Housing.
Working collaboratively with customers and colleagues across YH you will ensure that customers have the right information at the right time to ensure they start their tenancy in the right way.
So why don’t you come and join us?
As a New Customer Administrator, you will be the first point of contact for our customers wanting and needing to live in Yorkshire. You will be friendly, approachable and customer obsessed in your approach. You will be able to talk to people brilliantly and let them know what they need to do and when, to get into their new home as quickly and as seamlessly as possible. We work using a Hub, Home or Roam approach which basically means you can work anytime / anywhere so it's really important you can work on your initiative, be flexible and have amazing organisational skills. We do have some systems you will need to use so being IT and social media savvy would defo help.
About us
You might think of Yorkshire Housing as ‘just’ a housing provider. We own and manage nearly 20,000 homes (and counting) across Yorkshire and our mission is to make it possible for current and future tenants to have a place they’re proud to call home. We’re all about the customer, and our service doesn’t stop once the keys are in the door.
So how will this role support Yorkshire Housing to achieve its organisational objectives? One of our top priorities at Yorkshire Housing is to provide great customer experience! This means we listen to customers to meet their expectations and provide targeted support where needed. We will use data and insight to help us take a proactive approach to delivering services.
We’re a dynamic and innovative housing provider, and we’ve got big growth plans (8,000 more homes in the next 8 years to be exact). We need the right people in the right roles to make it happen. Are you interested yet?
What you’ll be getting up to
- Speaking to customers
- Deliver a single point of contact, customer obsessed service for new customers offered a home with Yorkshire Housing including obtaining Shortlists and Nominations from Local Authorities or other advertising platforms.
- Ensure that properties are offered to customers in line with the Yorkshire Housing Allocation and Lettings policy.
- Liaise with customers and book appointments for Home Visits, Sign Ups and Viewings for the New Customer Advisors
- Carry out all tasks within the timescales to ensure homes are let with minimal rent loss, whilst always ensuring quality and accuracy.
- Focus is on sustainability of the new customer to ensure the right people are matched to the right homes, considering affordability and support needs.
- Identify any support needs prior to tenancy commencement and refer to the Customer Success Advisor when required.
- Work closely with the repairs team to ensure we can house customers in a timely manner
- Collaborative working throughout the New Customer team and other teams within YH to ensure properties are let within timescales.
- To keep records up to date to show our compliance to lettings agreements and to complete periodic statistical returns for Local Authorities.
- Will also be responsible for reporting on performance information to their managers as you will be accountable for delivering on this to meet the Key performance Indicators around empty homes.
But this isn’t all! This role is so varied we struggled to pick out the main points, but fear not the attached job description goes into more detail so have a read if you fancy!
Sounds good? Here’s what we need from you…
- This role has a heavy emphasis on effective and efficient communication with the wider business, colleagues, and most importantly our customers! So, we’re after someone who is a strong communicator and is both confident and comfortable with using a variety of communication methods. We’re looking for someone who has a passion for helping customers and understanding needs from their perspective.
- If you have an understanding or experience in administration, customer service, social media platforms, and MS Office packages that would be ideal. This role would suit a process person, someone who focuses on doing things the right way.
- If you’re capable of working whilst under pressure with a high attention to detail, then this is a role you’ll thrive in. This role will require you to have great attention to detail but also spot improvements to be made and implemented.
- It would be a bonus if you have some knowledge or experience of the housing sector, the services we provide, negotiation skills, White Paper and what it means to Yorkshire Housing, but it’s not essential!
Full details of what we need from you can be found in the attached Job Description!
What’s in it for you
In return, we offer a salary of £24,703.47 per annum for a 35-hour week, 25 days annual leave (raising annually to 30 days) plus Bank Holidays.
We also work (truly) flexibly, and believe work is something you do, not somewhere you go. But that’s not all. We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
The fine print
This advert closes on 27th of Feb 2024, but we’ll be reviewing applications as they come in, so don’t wait around!
At Yorkshire Housing, we’re building a work environment that’s inclusive as well as diverse, where everyone can be themselves. Difference is what makes us stronger, so we welcome and encourage candidates from all backgrounds.
We know that not all candidates will meet every single desired requirement. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you, please go ahead and apply!
