We are looking for a highly motivated individual to provide enhanced customer service, supporting tenants to maintain their tenancies and sign posting to external support agencies where required.

The ideal candidate will posses a minimum Chartered Institute of Housing Level 3 qualification, with experience of tenancy management including rent collection and management, assignation, succession and housing allocations. Experience of working in a fast paced, RSL environment and knowledge of housing management database (Homemaster) would be desirable.

KEY TASKS:

1. Responsibility for all tenancy frontline services, within delegated authority levels

2. Processing tenancy management requests (joint tenancy, permission to reside, assignation, sub-lets) in accordance with policy/procedures

3. Managing tenancy terminations, housing allocations and tenancy sign-ups.

4. Implementing rent collection/recovery procedures to preparation of compliance sheets/NOPFROP

5. Liaising with Sheriff Officers and attending tenancy recovery

6. Liaising with tenants and other relevant agencies regarding rent collection/recovery (e.g. Trustees/CAB etc)

7. Supporting the Services Team in the delivery of all tenancy service functions including anti-social behaviour

8. Participation in reporting and contribution to ARC and other corporate returns and publications

ost subject to satisfactory Disclosure Check

GWHA offer generous EVH Terms and Conditions including:

25 days annual leave and 15 public holidays

defined contribution pension scheme

flexible working practices including flexi time, enhanced occupational maternity, paternity and shared parental leave

cycle to work scheme

a GWHA annual service commitment award with a further long service award on completion of 5 years service

additional GWHA festive leave

ongoing continuous professional development opportunities

Glasgow West Housing Association Ltd is a voluntary, not for profit organisation and a registered charity. With history dating back to 1978, we have a vision of shaping thriving communities. With over 1500 rented properties: Homes are our purpose, service and sustainability is our priority.

We are looking for a high performing individual to lead a generic administration team responsible for the delivery of front-line and enhanced customer services, with responsibility for leading the provision of excellent quality advice, information and support to residents and the community and driving a positive team culture.

The ideal candidate will be further educated to SCQF Level 8 or above and/or will have relevant experience in a housing management role, specifically tenancy sustainment, void management, allocations and response repairs. The ideal candidate will also have accomplished ICT reporting skills, high degree of accuracy and attention to detail with experience of line managing a team and experience of a housing management database (ideally Homemaster).

Key Tasks:

1. Mentoring, coaching and direct supervision of team members to provide excellent quality information and advice on matters including: housing options and allocations, and tenancy compliance, sustainment and repairs.

2. Effective performance management of team members to ensure the successful delivery and achievement of operational and performance standards.

3. Overseeing void management procedures, including chairing weekly void meetings.

4. Ensuring the effective allocation of resources for timeous delivery of corporate and team objectives.

5. Supporting the team through regular planning and support sessions, team meetings and annual performance reviews.

6. Management of the administration team including reception area: switchboard, meeting rooms and incoming/outgoing mail.

7. Optimising customer service satisfaction and mitigating complaints including investigation of and response to Stage Two complex complaints, with Director approval.

8. Participation in the development and review of policies, procedures, team plans and SMART PIs to reflect high standards of performance, best practice and compliance.

Post subject to satisfactory Disclosure Check

GWHA offer generous EVH Terms and Conditions including:

• 25 days annual leave and 15 public holidays
• defined contribution pension scheme
• flexible working practices including flexi time, enhanced occupational maternity, paternity and shared parental leave
• cycle to work scheme
• a GWHA annual service commitment award with a further long service award on completion of 5 years service
• additional GWHA festive leave
• ongoing continuous professional development opportunities