Home Ownership Assistant

Overall Purpose of Job

To provide assistance and administrative support to the Home Ownership Team.

Main Responsibilities 

• To provide day to day administrative and clerical support to the home ownership function
• To assist in the processing of home ownership applications, e.g. RTB/RTA, Shared Ownership & Outright Sales
• To be the first point of contact for incoming calls and callback requests
• To visit development sites when required to meet contractors, estate agents and at times prospective purchasers for the purposes of handing keys over and letting contractors into the property to carry out compliance checks.
• To assist with the managing of service charge arrears
• To respond to enquiries from tenants, leaseholders, staff and other interested parties, giving advice and guidance where possible
• To deal with all enquiries in a prompt, timely and professional manner
• To arrange leaseholder meetings, including the organisation of dates, venues, and hospitality where required
• To update records using Ongo computer systems
• To ensure that all aspects of the work are delivered in a customer focused manner
• To work consistently in line with the Company’s values and objectives
• To observe and comply with all the Company’s policies and procedures
• The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures

Creativity & Innovation

• Interpersonal skills to deal with a diverse range of individuals
• Ability to empathise with customers and to offer support and guidance in a constructive manner
• Ability to work on own initiative and to tight deadlines
• Ability to maintain databases, spreadsheets and other electronic methods of compiling data

 Contacts & Relationships

• Members of the public at all levels
• Individual tenants, leaseholders, shared owners and private owners
• Staff of all levels and departments

 Decision Making

• Ability to make timely and effective decisions on own workload
• Prioritising own work to meet deadlines
• Deciding on appropriate ways to respond to enquiries

 Responsibility for Resources

• Management of associated equipment, e.g. laptop

 Work Demands

• Ability to work flexibly
• Ability to meet deadlines

 Physical Demands

• Those associated with normal office duties

 Working Conditions

• The post will be office/site based and visits to customers homes

 Work Context

• Will occasionally have to deal with potentially difficult customers in challenging

situations

 Knowledge, Skill & Experience Required

• Good oral and written communication skills
• Interpersonal skills including tact, diplomacy and assertiveness.
• Ability to prepare written documentation
• Able to deal assertively with challenging behaviours
• Computer literate
• Clear commitment to customer focus, equality, diversity and inclusion.
• Have a full driving license and access to a car at all times.
• Is comfortable travelling to developments that are outside of the immediate Scunthorpe area.

Health & Safety

• To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to the manager immediately

Environment and Sustainability

• To ensure the environment and sustainability policies are understood by the post holder
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans

 Risk Management

• To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks

Equality & Diversity

• To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board and committee members and all those we work with.
• To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
• To demonstrate understanding and commitment to the organisation’s Equality & Diversity Policy in all aspects of the work, and to influence others to do the same
• To treat everyone with dignity and respect at all times.

To treat everyone with dignity and respect at all times.