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Housing and Property Assistant Apprenticeship - Neighbourhood & Property Apprentice LEEDS AND YORKSHIRE HOUSING ASSOCIATION LIMITED

Answering enquiries and respond to requests for information and advice Initiating outgoing calls and enquiry responses and encourage customer feedback to improve customer experience. Accurately collect and record customer information, and where necessary, complete timely referrals to either internal or external contacts.

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Closing date: 10 Dec 2021

Apprenticeship summary

  • Annual wage

    £12,792.00

  • Working week

    Monday - Friday, shifts to be confirmed.

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    17 Dec 2021

  • Date posted

    7 days ago

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001793996

  • Positions

    2 available

This is an opportunity to apply your experience, a chance to work with some great colleagues and be part of a team that has set some ambitious goals for the future.  We work as One LYHA: a combination of great colleagues all committed to being the best we can be.

LYHA is committed to equality of opportunity in employment for all its employees and to developing work practices and policies that support employees to achieve a work-life balance. One of our aims is to be an Employer of Choice. By offering a desirable working environment, with a professional approach to our service provision supported by attractive terms and conditions. We positively welcome and support diversity in our workforce and welcome applications from all sections of the community.

Purpose of the role:

  • To support the delivery of excellent neighbourhood and property management services which put customers at the centre of what we do and improves customer experience
  • To respond to a wide range of enquiries from customers by providing advice and information through assessing customer needs, in a prompt, efficient and courteous manner

Main duties and responsibilities will include:

  • Work to provide positive results for LYHA customers, by supporting customer facing teams
  • To answer enquiries and respond to requests for information and advice
  • To initiate outgoing calls and enquiry responses and encourage customer feedback to improve customer experience
  • To accurately collect and record customer information, and where necessary, complete timely referrals to either internal or external contacts as appropriate
  • Develop effective working relationships with internals teams external agencies, partners and contractors
  • To maintain an awareness of all relevant team developments and participate in all aspects of training, pro-actively seeking opportunities for learning and self-development so as to improve effectiveness and efficiency of service delivery
  • To help collect and keep customer insight data current and use the data to help focus the service delivery to the areas and customers which will have the biggest impact
  • Ensure record keeping on IBS, CRM, SharePoint and all relevant software, is detailed and timely. Ensure that customer records and contact details are updated frequently and that LYHA have an accurate and relevant record of its customers through this process
  • To adopt a positive, flexible and proactive approach to neighbourhood management which requires you to work outside of normal office hours when required and too often work within the communities you manage
  • To ensure awareness of the key organisational objectives and performance indicators, which drive neighbourhood management and to ensure that these are woven into the approach to the role
  • To maximise customer satisfaction and recognise the value of complaints. Ensuring that this feedback is used positively to build and develop the service
  • Work as an individual, or with colleagues / external partners, to challenge and resolve anti-social behaviour affecting LYHA customers and communities
  • Support teams to deliver resident involvement and community investment activities
  • Support events to engage customers, for example surveys; focus groups; tenant / leaseholder groups; continuous improvement groups; special projects; estate fun days etc.
  • Participate in drafting, and editing LYHA materials for various purposes, for example policies; newsletters; Directorate plans; and performance reports
  • Any other duties as agreed with your manager

To provide comprehensive administrative & organisational support. This includes:

  • Telephone and electronic customer communications
  • Maintenance of databases
  • Management of tenancies
  • Allocations and lettings administration
  • Rent and service charge accounting
  • Income maximisation advice
  • Customer satisfaction and customer care calls
  • Funding applications
  • Use electronic housing management system to effectively record all contacts with customers and relevant details to enable effective date management and reporting

General:

  • To promote and ensure positive health & safety behaviours and culture
  • To challenge all unsafe behaviours and practices
  • Ensure that equality and diversity is promoted and celebrated across the company and ensure that the LYHA strategy is delivered
  • It is the duty of the post-holder not to act in a prejudicial or discriminatory manner towards any customers or employees, including discrimination towards anyone under the nine protected characteristics under the Equality Act 2010; age, disability, gender reassignment, marriage, and civil partnerships, pregnancy and maternity, race (includes ethnic or national origins, colour or nationality), religion or belief (includes non-belief), sex (man or woman) and sexual orientation (includes lesbian, gay, bisexual or heterosexual). The post-holder should not accept any such practice or behaviour and should either challenge or report it

Requirements and prospects

Desired skills

  • Good time management skills
  • Knowledge of social housing issues or appreciation of housing related issues & effect on customers
  • Experience using Microsoft Office packages (Word, Excel, Outlook, Teams and PowerPoint)
  • Evidence of achieving excellence in delivery of customer services
  • Experience handling customer enquiries by telephone, face to face, email etc.
  • Excellent communication skills
  • Strong problem-solving skills and resilience
  • Customer focused with good customer relation and communication skills. Must be able to discuss customer issues over the telephone, extract useful information and explain facts in non-technical terms

Personal qualities

  • Ability to complete tasks within given deadlines
  • Maintain a professional image of the business
  • Honest, trustworthy and reliable
  • Organised and able to handle several competing demands, flexibility to switch between tasks, ability to work on own initiative & as part of a multi-disciplinary team
  • Fast “hands-on” learner. Must not be afraid of the unknown and be prepared to learn whilst still being able to recognise their current skills and know when it is best to ask for help
  • Be capable of producing professional documents and aid in the creation of LYHA policies, procedures and customer documentation
  • Be able to speak and write fluent English with good grammar
  • Highly organised, neat and able to handle a number of competing demands
  • Flexibility to switch between tasks
  • Able to put customers’ needs first and maintains customer confidentiality
  • Able to work in a multi-disciplinary team, recognises own strengths and weaknesses and can work as a team-player to best achieve goals
  • Proven ability to work on own initiative and see problems through or show enthusiasm in wanting to be involved in their conclusion

Desired qualifications

  • You must have GCSEs at grades C/4 or above (or equivalent) in English Language and maths

Future prospects

  • Excellent for the right candidate upon completion

Things to consider

Method of Assessment:

  • CV - Curriculum Vitae
  • CL - Cover Letter
  • I - Interview
  • S - Skills test
  • C - Production of Certificate

About the employer

Welcome letter:

LYHA is an amazing place to work for those who can turn vision into reality, are happy to be accountable for their results and have the energy levels needed to drive positive change. We have high expectations and are passionate about our customers. If you share these values, then read on.

LYHA is a traditional housing association with 65 years of history making a positive impact in Leeds and Yorkshire. Steeped in history and building on our heritage you will find us to be a modern, vibrant business with clear vision to make a real difference locally. We are planning a great future and this new role is an exciting part of the next stage in our journey. 

We have ensured LYHA is financially strong and developed new homes on a par and equivalent to the largest Associations in the country. We have ensured our homes are well invested in and have provided a good level of customer service.

We are looking for someone with an enthusiastic attitude, a motivated outlook and a passion for providing a great customer service.

Sharing our values (BELIEVE) is more important than the ability to do the job.  I hope I have inspired and energised you to want to find out more and want to apply. I believe this is a brilliant opportunity to shine and make a positive difference.

Yours sincerely

Mark Pearson, Chief Executive Officer

Leeds and Yorkshire Housing Association

Employer

LEEDS AND YORKSHIRE HOUSING ASSOCIATION LIMITED

Address

8

Otley Road

Leeds

LS6 2AD

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Training

Training provider

NATIONWIDE ENERGY TRAINING SERVICES LTD

Applications for this apprenticeship are being processed by Nationwide Energy Training Services Ltd

Contact

Philippa Plumpton +447803824524 p.plumpton@impactgroup.info

  • A level 2 Apprenticeship in Housing and Property Management Assistant
  • End Point Assessment
  • Functional Skills maths and English if successul candidate cannot evidence achievement of Grade C/4 or above

Apprenticeship standard

Housing and property management assistant

Level 2 (GCSE)


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