Landlord Support Advisor FTC in Manchester

25 days annual leave increasing to 26 days with three years’ service, 27 days with five years’ service and 28 days with seven years’ service. Additional annual day off for your birthday. Salary exchange Pension scheme. Life assurance. Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling service. Sick pay. Cycle purchase loans, season tickets loans and interest free staff loans. Complimentary NRLA membership. Non contractual annual performance-related bonus scheme. Enhanced maternity and paternity pay.

Main Purpose And Scope Of Job

Answering Landlord queries, predominantly via phone calls, but also by other means (including video, email, live chat, online forum etc.) in a consistent and timely manner, providing informed advice to members of the NRLA.

Duties and Key Responsibilities

• Advising Landlord
• Answering calls from members, providing a consistent and informed response to detailed queries about the private rental sector (PRS).
• Log details of calls for future reference.
• Answering queries from members via other methods of contact (email, live chat, online forum etc.).
• Achieve the required standards of performance based on KPIs, including call answer rates, and maintain high levels of satisfaction, measured through feedback, call assessments and other measures.
• Actively listen and respond with practical solutions and focused advice.
• Provide supplemental information/resources to support the advice provided, including signposting to third-party services or training.
• Liaise with other departments and carry out any other general duties as required.

Internal Processes

• Contribute to identifying gaps or inconsistencies within the NRLA knowledge base and developing content to rectify these.
• Feedback issues that landlords are facing to colleagues to ensure that consistent messaging/content can be developed and represents the NRLA view.
• Propose improvements to NRLA content to improve the member journey and internal processes.
• Be proficient in technologies that support the team, including CRM, phone systems and navigation of the website.
• Demonstrate a sound understanding and use of team processes, suggesting improvements when identified.
• Ensure compliance with relevant legislation at all times, including GDPR.
• Identify development needs on the Private Rental Sector, including legislation and use content available (via the NRLA website/ CPD / self-learning/accreditation etc.) to self-learn, refresh and review knowledge.

Personal Development

• Identify development needs on the Private Rental Sector, including legislation and use content available (via the NRLA website/ CPD / self-learning/accreditation etc.) to self-learn, refresh and review knowledge.
• Actively attend and participate in knowledge sharing and workshop activities including regular training courses that will enhance knowledge in the organisation.
• Ensure call assessments are to a set standard.
• Call handling skills held to a set standard.
• Customer service skills held to a set standard.

Qualifications

Educated to GCSE level as a minimum, and must include English and Maths.

Skills & Abilities

• Excellent interpersonal skills and communication skills.
• Professional telephone manner with the ability to build a rapport and keenness to help others from an advisory capacity, including signposting and supporting members.
• Good knowledge of Microsoft Office and similar packages, and able to work with and adapt to new technologies.
• Ability to work successfully within a team or on own initiative.
• Be able to demonstrate an excellent attention to detail.
• Ability to work under pressure.
• Able to digest information quickly and translate it to members in a clear manner.

Experience

• Experience of the private rental sector or social housing, either from a local authority, working for a letting agency or property management company, or through being a landlord.
• Experience of working in an administration/ office environment or home working.
• Experience of dealing with the public with regard to listening skills and resilience.

Knowledge

• Understanding of Landlord and Tenant Law.
• Knowledge of the Private Rented Sector.
• Must be familiar with the General Data Protection Regulations (GDPR).

Personal Attributes and other requirements

• Must be self-organised and represent the NRLA and work in a professional and confidential manner.
• Ability to work within a team as well as individually and under pressure at times of high demand.