Housing Officer

Our Purpose: heylo helps aspiring homeowners and renters find a place to call home.

Our Mission: Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity.

Our Vision: To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric.

Position: Acting as the first point of contact for customers at all stages of property management post sale.

Responsibilities:

• Handling rent arrears cases in a timely manner to reduce arrears and maximise income in line with key performance indicators.
• Managing calls and correspondence effectively with third party property management agents, customers, developers, and managing agents, including obtaining documentation from them where required.
• Management of shared ownership homes and leases to ensure optimal revenue collection, protection of asset value, good customer service, and compliance with relevant legislation, regulation and industry good practice.
• Handling general lease and property management queries from customers, managing agents and other related third parties.
• Collection of rent, service charge, insurance and fee payments.
• Working with, and supporting, customers to explain the options available to them and agreeing the most suitable next steps.
• Negotiating, implementing and monitoring feasible repayment solutions that take into account the customer circumstances while balancing the best interests of the business.
• Liaising with external legal advisors, mortgage lenders, debt charities, and government benefit departments.
• Attending court to represent Heylo at possession hearings.
• Manage complaints of anti‑social behaviour in line with policy and procedure.
• Support the Head of Housing and Customer Services in the development of customer feedback (including from surveys, complaints and compliments) and the improvement of customer satisfaction and operational quality.
• Deal with inbound and outbound telephone calls and correspondence to ensure all queries are dealt with and resolved in a satisfactory and timely manner.
• Maintain adequate and accurate records for auditing and reporting purposes.
• Support the set-up of new customer accounts and changes to existing accounts.
• Review and action post received, and sending out any post required from the office.
• Any other general administrative duties required.
• Providing excellent customer service and support in line with company mission.
• Providing support to the Senior Property Manager and undertaking other duties as required.

Requirements:

• Passes in GCSE English & Maths at grade 4 or above or equivalent or ability to operate at that level.
• At least 1 year of property management experience in affordable housing or private rental sector.
• Experience of residential property management and/or residential transactions.
• IRPM Level 2 Qualification desirable.
• Excellent customer service skills.
• Ability to multitask and work to deadlines.
• Good standard of numeracy and literacy, knowledge of MS Office (in particular Excel) and database management.
• Good analytical skills.
• Self‑motivated and a commitment to personal development.
• Well organised, and able to work as part of a team and under pressure.
• Ability to self‑motivate to meet deadlines without close supervision.
• Ideally some knowledge of tenant law, leases, service charges, and/or property management.