At a Glance
- Tasks: Manage homeowner services and provide expert advice to leasehold and shared ownership customers.
- Company: Join The Guinness Partnership, a resident-focused organisation with a commitment to quality service.
- Benefits: Enjoy hybrid working, competitive salary, and a supportive team environment.
- Other info: Opportunity for career growth and professional development in the housing sector.
- Why this job: Make a real difference in homeowners' lives while developing your skills in a dynamic role.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
The Homeowner Services Team at The Guinness Partnership plays a key role in delivering a high-quality service to our leasehold, shared ownership and freehold customers. The team supports homeowners throughout their customer journey, ensuring compliance with lease obligations, managing key homeowner processes, and providing expert advice and guidance on a range of homeownership matters.
We have an exciting opportunity for a Homeowner Services Officer to join our team on a full-time, permanent basis. The role is based at our Euston Road office, with hybrid working available, combining office-based and home working. The successful candidate will be required to attend the office from Monday to Wednesday, with the remaining days worked from home.
As a Homeowner Services Officer, you will manage a portfolio of leasehold, shared ownership and freehold properties, providing a professional and customer-focused service to homeowners. You will be responsible for delivering key homeowner services, including Section 20 consultations, lease enforcement matters, fire risk assessment follow-up actions, and applications for alterations. Working closely with colleagues and external stakeholders, you will ensure that all activities are completed in line with legal requirements, policies and procedures.
You will also act as a source of expertise on leasehold management, providing advice and guidance on lease interpretation, homeowners' rights and responsibilities, and service charge provisions. Through effective case management and collaboration with internal teams, you will help deliver positive outcomes for both residents and the organisation.
What we are looking for:
- Experience of providing excellent customer service, managing a varied caseload, and building positive relationships with a range of stakeholders.
- Proven ability to manage a varied workload and meet deadlines and performance targets.
- Experience of reviewing, improving or adapting processes and systems to meet changing business needs.
- Strong attention to detail, with the ability to identify, assess and resolve risks and issues.
- Excellent organisational skills and the ability to prioritise competing demands effectively.
- Strong verbal and written communication skills, with the ability to communicate confidently with customers and colleagues.
- Ability to work collaboratively with internal teams and external partners to achieve positive outcomes.
Desirable skills & experience:
- Experience of managing residential leasehold and shared ownership properties.
- Knowledge of leasehold management practices, legislation and homeowner services.
- Relevant housing, property or sector experience.
Essential qualifications:
- Level 2 qualification in English and Maths (GCSE Grade C/4 or above, or equivalent).
Stage 1: Assessment - Candidates will be invited to complete an assessment designed to evaluate the skills and competencies required for the role.
Stage 2: Interview - Candidates who successfully progress from the assessment stage will be invited to attend an in-person interview at our Euston Road office on 24 or 25 November.
The salary advertised for this position includes an additional £4,000 London Local Job Supplement.
Homeowner Services Officer in London employer: The Guinness Partnership
Guinness is an exceptional employer, offering a dynamic work environment in Oldham with a strong commitment to employee growth and innovation. Our hybrid working model promotes a healthy work-life balance, while our investment in cutting-edge digital tools like Microsoft Dynamics 365 and AI technologies ensures that you will be at the forefront of digital product management. Join us to make a meaningful impact on resident experiences and operational efficiency, all within a supportive culture that values collaboration and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Homeowner Services Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Guinness Partnership. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Guinness Partnership before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Homeowner Services Officer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Guinness Partnership:Your cover letter is your chance to shine! Tell us why you want to work at The Guinness Partnership specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Guinness Partnership!
How to prepare for a job interview at The Guinness Partnership
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
