Housing Advisor

This role: Housing Advisor - known in-house as a Customer Transitions Advisor Fixed Term Contract for an 18 Month Period
Salary: £40,915
Location: Edmonton - N9 0TA
Here at MTVH our customers are at the heart of all we do and as a Customer Transitions Advisor based within our Special Projects team you will be responsible for liaising with our customers at Pennine and Mendip House to support them with moving out of their homes on a permanent basis.
The CTA will ensure that customers are kept well informed throughout the project, working alongside them to ensure the process of moving home is as smooth as possible whilst considering the needs of the customer. It will be essential for us to provide a quality service for all our customers at Pennine and Mendip House, showing empathy and compassion will be key to delivering this project successfully for our customers and MTVH.
The CTA role will be based at our office in Mendip House, Edmonton, given the nature of the project its key for us to have a real presence within the community.
• Please be advised that for contractual purposes only, your office base will state "The Johnson Building, EC1N 8JS"*
Key Responsibilities and Outcomes
• Leads on communications with customers relating to having to move on a permanent basis, keeping them engaged and informed throughout the project.
• Ensuring that we understand the needs and requirements of customers to enable a smooth transition to their new home.
• Act as the key contact with Customer Services and other Directorates to understand the needs of the customer.
• Contribute to internal and external communications with customers and colleagues in the form of digital and hard copy options.
• Produce weekly updates for each site you are supervising.
• Produce regular updates to customers living in the blocks under your control, on at least a monthly basis.
• Use systems and information to quickly develop an understanding of the diverse needs and vulnerabilities of individual residents living in each block within the project.
• Taking ownership of customers complaints and enquiries; responding to them in a timely manner and in line with policies.
• Track, log and monitor all customer communication.
• Liaise closely with the Contractors and other departments, to ensure smooth clear communication lines.
• Support the Project team to achieve the overall objectives of the project.
• Assist the Customer Experience Manager to continuously review and improve current processes to improve service delivery and customer satisfaction.
• Proactively ensure that all data is uploaded to systems, to create an effective overview of the project and our customers.
• Conduct viewings of empty properties (in any location) with new customers and complete new tenancy sign ups
• Manage operational budgets to ensure that we remain within the agreed figures c.£60m.Ensure procurement is undertaken in line with corporate policies for services such as removals.
• Ensure all payments remain in line with Delegated Authority.
• When required work unsociable hours to attend evening meeting with customers, also willing to travel within Region / across regions
Personal Competencies Skills / Experience / Knowledge
Empathy with the values and ethos of the organisation
Flexible approach to work
Self-motivation with a positive attitude and the ability to work on own initiative
Strong commitment to safeguarding vulnerable customers
Confident and experienced collaboraton
Housing Management best practice
Knowledge of project management
Strong communication and presentation skills
Good understanding of tenancy and decant process
Knowledge of income processes, benefits systems and arrears management
Ability to maintain attention to detail in a busy environment
Experience of providing a high level of customer service
Natural problem-solving skills
Strong ICT capability, EXCEL, WORD etc
Proven prioritisation skills
Considerable independent travel is required to fully meet the responsibilities of this role
Experienced Team Worker
Interview Diary Date:
Week commencing 4th February 25
To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service, once an offer of employment is made which will be renewed on a 3 yearly basis. The cost of the check will be paid for by MTVH.
Please note :- we do not currently offer visa sponsorship.
Our benefits include:-
28 days annual leave plus 8 bank holidays (pro rata for part time) per year
2 volunteering days per year for things like helping out in local communities
An additional Beliefs day once a year to have an extra a day off
Supported family friendly approach with extended parental leave
Enhanced pension with matched contributions of up to 9%
Option to buy or sell up to 5 days annual leave per year
Life assurance cover 3 x your salary
Cycle2work scheme
Hybrid Working - Dependent on job role and department
Health cash plan scheme for your everyday healthcare needs which you can add your family members too
Any many more
About us
We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Learn more about our benefits and organisation by viewing our attached document
Our promise
Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively, Serving people better every day to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.
We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other's wellbeing.
We provide a platform of Network groups for employees to share views, tell us what we're doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-
• Gender
• Ethnicity
• LGBTQ+
• Disability
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment