Home Ownership Coordinator in Manchester

About The Role

We are seeking a Home Ownership Coordinator to join our Home Ownership team on a permanent basis. The purpose of the role is to provide a professional, efficient, and high-quality service to leaseholders and third parties in relation to re-sales, staircasing and lease extensions, working across the wider Home Ownership team in providing a home ownership service which delights our customers.

Key responsibilities

• Customer Service
  • Co-ordinate enquiries coming into the team, ensuring they are appropriately recorded and assigned.
  • Maintain accurate records.
  • Strive to provide a service that delights our customers.
  • Support the distribution of customer communications and undertake customer surveys to gather feedback on the customer experience as needed.
• Re-sales, Staircasing & Lease Extensions
  • Respond to enquiries from existing and potential customers in relation to the re-sale of leasehold properties, purchasing further equity in shared ownership properties and lease extensions.
  • Liaise with solicitors, customers and estate agents and ensure accurate information is provided.
  • Produce welcome packs and keep customer data up to date following notification of completions.
• Budgets & Accounts
  • Support the budgets and accounts setting process as needed.
• Major Works and Section 20
  • Support the s20 consultation process as required.
• Completions
  • Process completions in line with procedure and complete CORE logs.
• Right to Buy/Right to Acquire
  • Process applications through to relevant stage within specified deadlines in line with legislation.
  • Respond to enquiries from customers and colleagues, maintain accurate records and work collaboratively with colleagues from across the group.
• Collaboration
  • Work in partnership with colleagues across the business to provide a joined-up service that drives positive customer satisfaction.
  • Contribute to the ongoing development of the service including policies and procedures.

Essential Experience and Knowledge

• Experience of communicating to a diverse customer base verbally and in writing.
• Knowledge of leasehold tenure or similar property tenure types.
• Experience of processing Right to Buy/Acquire applications.
• Excellent communication, organisation, prioritisation and numerical skills.
• Computer literate with ability to use Microsoft packages.
• Have an innovative approach to problem solving creating long term solutions.
• Experience of working well in a team, actively contributing and engaging and demonstrate a proactive approach to the achievement of team goals.

Desirable

• Knowledge of relevant leasehold legislation.

Qualifications

• Essential
  • Educated to GCSE standard including Maths and English or equivalent qualification/experience.
• Desirable
  • Qualified to Property Institute level 2 or above.

About Us

Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across the region. We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference. In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential. We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve.

We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.

At Onward Homes, your application will be reviewed by a human who carefully considers your CV, skills, knowledge and experience as part of our recruitment process. We do not use AI to make hiring decisions.

If candidates have any concerns/questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on HumanResourcesTeam@onward.co.uk and a member of the HR Team will be in touch.