At a Glance
- Tasks: Coordinate property decants and disposals while ensuring tenant satisfaction and compliance.
- Company: Join Midland Heart, a supportive housing organisation focused on community impact.
- Benefits: Flexible working, career growth opportunities, and a diverse, inclusive workplace.
- Other info: Travel across the Midlands required; be part of a team that values inclusivity.
- Why this job: Make a real difference in tenants' lives while developing your skills in a dynamic environment.
- Qualifications: Experience in property management and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Join us now as an Estates Liaison Officer and be part of an established, experienced Housing team! As an Estates Liaison Officer, you'll be responsible for coordinating and managing property decants and disposals within strict timeframes, ensuring minimal disruption to tenants and full compliance with Housing regulations. As the main point of contact for property decants and disposals, you can expect a high level of tenant interaction. You will work closely with internal teams and external stakeholders to ensure an efficient, tenant-focused service is delivered every time. Providing clear communication, handling cases with empathy and transparency, and managing complex transitions is key to this role.
Responsibilities
- Plan and oversee temporary, permanent, or emergency tenant decants/relocations for refurbishment, redevelopment, or sale, ensuring alternative accommodation meets both tenant needs and legal requirements.
- Manage the property disposal process by identifying assets for sale, preparing reports for senior management, and liaising with valuers, legal teams, and buyers to facilitate efficient transactions.
- Act as the single point of contact for impacted tenants; addressing concerns, resolving issues promptly, and ensuring statutory home loss or disturbance payments are processed accurately.
- Take a proactive approach to managing decants, abandonments, and tenancy terminations to ensure properties are recovered timely, while supporting wider estate management duties such as inspections and enforcement.
- Ensure all activities adhere to local authority and Regulator requirements, maintaining accurate case histories and monitoring budgets to ensure cost-effective service delivery.
Qualifications
- Proven experience handling property disposals, decants, or complex housing situations within a customer-service-led environment.
- Experience managing a dynamic caseload/patch, with the ability to manage changing priorities and meet tight deadlines.
- Experience of dealing with vulnerable tenants or customers with the ability to handle sensitive cases with empathy and transparency, ensuring customers remain updated and their individual needs are understood.
- The ability to work on your own initiative to make decisions, reduce asset risk, and deliver professional, timely interventions.
Application
Please submit a cover letter outlining how your skills and experience meet the requirements for this role. Specifically, please address the following:
- How you apply the principles of Awaab's Law and the Housing Ombudsman's standards to tenant welfare and complaints.
- Your experience managing complex tenant queries, complaints, and contractor communication to ensure a professional resolution.
- The specific skills you will bring to the team to ensure a smooth, empathetic, and organised decant process for our tenants.
Location
Our colleagues deliver services from the location that they are best delivered on any given day. This means that you should expect to work from a Midland Heart site as a minimum 3 days week (on average) – we're open to this role being based from any of our main sites including: Bath Row, Birmingham, B15 1LZ; West Midlands Hub, Oldbury, B69 4PN; East Midlands Hub, Hinckley, LE10 1QZ.
To deliver this role successfully, you must be willing and able to travel across the Midland Heart geography (East and West Midlands) at short notice, to locations that are often inaccessible via public transport.
About Us
Who are Midland Heart? We're one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you'll find a supportive and rewarding workplace where great people thrive. We are proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
Interested? See link below to view a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Covering Letter, which show us that you have what it takes to make a success of the role.
Estates Liaison Officer (Housing) employer: Midland Heart Ltd
Midland Heart is an excellent employer, offering a supportive and inclusive work environment where employees can thrive and grow their careers. As part of our dedicated Housing team, you will engage directly with tenants, ensuring their needs are met while managing property transitions with empathy and professionalism. With opportunities for personal development and a commitment to employee well-being, working at our Midlands locations provides a meaningful chance to make a positive impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Estates Liaison Officer (Housing)
✨Tip Number 1
Get to know the company! Research Midland Heart and understand their values, especially around tenant welfare and inclusivity. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As an Estates Liaison Officer, you'll be interacting with tenants regularly. Role-play scenarios where you handle tenant concerns or complex situations with empathy and transparency. This will prepare you for real-life interactions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local housing events. This can give you insider knowledge about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the easiest way to ensure your application gets seen. Make sure your CV and cover letter highlight your experience with property disposals and managing tenant relationships, as these are key for the role.
We think you need these skills to ace Estates Liaison Officer (Housing)
Some tips for your application 🫡
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Make sure to highlight how your skills and experiences align with the role. Don’t forget to specifically address Awaab's Law and the Housing Ombudsman's standards, as this shows us you understand tenant welfare.
Showcase Your Experience:When detailing your experience, focus on managing complex tenant queries and complaints. We want to see how you've handled sensitive situations with empathy and transparency, so share specific examples that demonstrate your approach.
Be Organised and Clear:In your application, clarity is key! Structure your CV and cover letter well, making it easy for us to see your qualifications. Use bullet points where necessary to break down your achievements and responsibilities in previous roles.
Apply Through Our Website:We encourage you to apply through our candidate portal. It’s straightforward and ensures your application gets to the right place. Plus, it’s a great way to show us you’re keen on joining our team!
How to prepare for a job interview at Midland Heart Ltd
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of an Estates Liaison Officer. Familiarise yourself with property decants, disposals, and the relevant housing regulations. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Empathy and Communication Skills
Since this role involves a lot of tenant interaction, be prepared to demonstrate your ability to handle sensitive situations with empathy. Think of examples from your past experience where you've successfully managed complex tenant queries or complaints, and be ready to discuss how you communicated effectively throughout those processes.
✨Highlight Your Organisational Skills
The job requires managing a dynamic caseload and meeting tight deadlines. Bring up specific instances where you've successfully juggled multiple priorities or managed a busy workload. This will illustrate your ability to stay organised and deliver results under pressure.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face, or how they measure success in this role. This shows that you're not only interested in the job but also in how you can contribute to the team's goals.
