Job Details
Job Description
Job Title: Right To Buy Officer
General purpose of the role:
• To deliver an effective Right to Buy and leasehold services administration in accordance with legislation, Council policies, performance standards and targets and customer satisfaction.
• Ensure an effective, efficient and economic delivery of services to all Brent Housing Partnership’s customers.
• Support the Service Charge Income Manager in all aspect of Right to Buy and leasehold services
Principal Accountabilities
1. Processing Right to Buy accurately and ensuring that obligations in accordance with legislation, statutory performance targets and policies.
2. Processing Deeds of Postponements; post sale enquiries and any other sales in accordance with legislation, statutory performance targets and policies.
3. Deal with enquires and conduct interviews with customers as necessary, ensuring that appropriate action is taken and appropriate information and advice is given on all aspects of available services.
4. Effective liaison, monitoring and working in partnership with internal units, external organisations and contractors (e.g. valuers) to ensure that their performance meets acceptable standards in order for Right to Buy statutory and contractual deadlines to be met:
5. Update Service Charge Income Manager of trends and issues related to applications, completions, complaints, fraud cases.
6. To have in depth knowledge of the Right to Buy legislation and to keep up to date and implement all legislation changes.
7. Maintaining appropriate records to comply with statutory and service wide reporting requirements on performance issues. Monitoring and reporting to the Manager in respect of service delivery, performance indicators and targets.
8. Assist to maximising service charge and major works collections in line with targets, ensuring that effective recovery action is taken against leaseholders in arrears and offer debt counselling advice as necessary.
9. To take online payments in accordance with financial regulation in order to maximise Leasehold service charge & external decoration collection/arrears recovery.
10. Ensure that records of customer accounts are accurately maintained and updated regularly to reflect what arrears recovery action has been taken.
11. To reply to all (RTB and leasehold) enquires within the time scale set out in Brent Housing Partnership’s procedures, ensuring that the quality of the reply is sufficiently detailed to prevent further complaints.
12. Effective processing and monitor of purchase orders for the Income Management Team.
13. Supporting the Manager in providing information for reports for the Management Team, outside bodies etc., and attending meetings (including evening meetings) as necessary.
14. Staff Management and Development
• Assisting in the induction and briefing of new staff, placement students or other parties as necessary. Sharing knowledge, experience and learning with colleagues across the Organisation.
15. Customer Care and Relations
• Building and maintaining positive external and internal relationships to achieve the Organisation’s objectives.
• Integrating customer care into working practices through a “Customer First” approach, ensuring all are treated with respect and courtesy and corporate standards are adhered to.
• Leads and participates in projects, working groups, service developments and service reviews either Division based or BHP wide as directed.
16. Equalities & Diversity
• Demonstrate commitment of BHP’s Equal Opportunities and Customer Care policies and ensures BHP meets the requirements of relevant legislation, regulations and equalities best practice.
• Promoting and integrating BHP’s equalities approach and priorities in employment and ensuring diversity needs are fully addressed.
17. Health & Safety
• Adheres to BHP’s Health and Safety policy and requirements of the post. Keeps up to date with legislation and policy relating to services.
18. Information Technology
• Maximising the use of information and communications technology to support services and deliver efficiency improvements. Ensuring that staff are able to fully use existing and newly developed IT systems.
• Internet access will be completely removed from any member of staff without further discussion where there is evidence of excessive personal use of the Internet.
19. Additional Information
• All other duties reasonably commensurate with the role.
• The job requires normal working hours to be within 08.00-20.00 Monday to Friday and Saturday morning parameters.
• Flexible working will be required as will attendance at a limited number of evening meetings and events.
• The post holder will carry out all reasonable duties flexibly within the scope and nature of the role.
• Deputise as and when required.
Person Specification
Qualifications
Educated to A level standard or demonstrate ability to operate at this level.
Experience
Experience of dealing with Right to Buy.
Significant experience of general administration within an office environment.
Knowledge, Skills & Abilities
Broad understanding and knowledge of Right to Buy Legislation and Housing Act 1985.
General knowledge and understanding of Leasehold Management and tenancy related issues.
General knowledge of Housing Management or related issues.
Well developed I.T. skills including significant experience of the use of MS Word and Excel.
Ability to organise and prioritise workload and meet ever changing demands.
Ability to communicate difficult and complex concepts clearly and concisely both orally and in writing with a wide range of people.
Ability to understand, interpret and advise al all aspects of Right to Buy.
Style & Behaviour
Building teams: Able to identify common purpose, encourage team effort, build cohesion and maintain motivation.
Communicating: Able to share information, ideas and arguments with a variety of audiences and in a political context.
Focusing on results: Able to work proactively and take responsibility for getting things done.
Influencing others: Able to influence the behaviour of others, plan their approaches and communicate clearly using a variety of techniques.
Managing self: Able to show adaptability to the changing world, taking advantage of new ways of doing things
Thinking and taking decisions: Able to analyse, and make deductions from, information in order to form judgements and take decisions.
Able to act assertively: Showing resilience and determination to succeed in the face of pressure and difficulties.
Behaving ethically: Able to identify concerns and resolve issues in an open reasoned manner.
Developing organisational culture: Able to help towards creating a high performing organisation and that is based on sound principles of integrity
