Resales Executive in Southampton

Job title: Resales Executive
Directorate: Development
Notice period: 1 month

Purpose of the job
Process and deliver a comprehensive resale service in line with the organisation’s policies and procedures and those of the relevant national housing agency. A project or area of work will be allocated.

Undertake the administrative tasks required to deliver the programme, liaising professionally with local authorities, solicitors, home ownership agents and other external partners. Provide advice and support to homeowners and applicants seeking help under the schemes.

Key duties and responsibilities

• Facilitate the sale of a shared ownership property from start to finish, acting as the main point of contact for the customer.
• Work with the sales and marketing management team to promote home ownership schemes and other projects, deliver to agreed targets, and contribute to team and directorate objectives.
• Advise, support and assist customers interested in the resales service, and maintain contact with buyers interested in new homes schemes using the internal computer system.
• Support the customer service centre to maintain high standards of care for homeowners and purchasers, ensuring advice is correct and professional.
• Assess applications and suitability for resales services in line with approved policies and procedures. Process buyer applications, including a detailed financial assessment and checks against qualifying criteria, including anti-money laundering regulations.
• Carry out viewings and completions as required, provide accurate information on the property and process, and ensure documentation is completed accurately.
• Assist the department management team in writing new procedures and keeping existing procedures accurate and up to date.
• Collate and provide statistics for monthly reports to the executive, the relevant national housing agency and other partners, or as required for a specified project.
• Work with the marketing officer to promote and publicise the group’s home ownership and lettings schemes. Contribute to marketing material, including brochures, websites, press advertising and editorial.
• Promote events such as open days, launches and home ownership agency shows. Attend daytime, evening and weekend external events where required. Occasional presentations to internal colleagues and external partners.
• Provide cover within the post-sales team in the absence of colleagues and managers, including other tasks or projects directed by the sales and marketing management team.
• Update and maintain processing and reporting systems, and provide regular and ad hoc reports to the management team on scheme progress.
• Work with colleagues in other departments so that enquiries are dealt with correctly and appropriately.
• Keep up to date with legislation affecting property sales, such as the Consumer Credit Act, the Estate Agents Act and the Property Misdescriptions Act, and how it affects the group’s work. Flag changes and work with the sales and marketing management team to update procedures.
• Provide buyers with detailed information at handover so they understand their rights and responsibilities.
• Carry out additional duties as required.

Knowledge, skills and experience

• Experience in a busy sales environment, including working as part of a team and adapting to short-notice changes to work plans.
• Experience of marketing and selling residential property, with a good understanding of the house sales process and conveyancing.
• Knowledge of the property market, current and future trends, and the issues facing first-time buyers and others who cannot afford to meet their housing needs.
• Knowledge and experience of current and previous home ownership schemes.
• A good understanding of mortgages and how lenders carry out mortgage assessments.
• Strong organisational skills, including the ability to work on own initiative, prioritise, make decisions within procedure guidelines, and suggest improvements.
• Ability to write high-quality material for internal and external use, including reports.
• Sound working knowledge of Word and Excel, and the ability to interpret numerical data and calculate percentages.
• Experience of excellent customer service, including the emotional intelligence to communicate with empathy when dealing with distressed or disappointed customers in sensitive situations.
• Excellent communication skills and a track record of building lasting, trusted relationships with internal and external stakeholders.
• Full driving licence and access to own transport, or the ability to travel efficiently to meetings that are not easily reached by public transport.
• Ability to demonstrate the organisation’s values and behaviours.