Permanent
Full-Time
£33,986 per annum + Essential Car User Allowance
Liverpool, Sefton & Wirral

We are Prima Group, an innovative not-for-profit housing organisation, based in Liverpool.

We own and manage 2800 homes across Merseyside and are keen to grow by providing more new homes over the coming years. Our team of over 80 employees, working alongside our partners, provides excellent services to our customers delivering on our key aim of ‘putting customers and communities first.’

We demonstrate agility and innovation in all business areas, which earned us our place in the top 10 of Housing Digital’s Top 30 Digital Housing Providers.

We see our people as our key asset. Driven by our values, we aim to be an employer of choice, offering a modern workplace, free parking, and a range of employee benefits.

Taking pride in our people, we want to attract the very best. Our employees rate us highly, and we get great feedback on what it’s like to work here.

Main Duties

Customers

Be the key customer contact, making Prima Group visible within our neighbourhoods.
Respond to customer enquiries where a face-to-face visit is needed.
Undertake support activities to customers to sustain their tenancies and ensure properties are kept in good condition, liaising with others when referrals or interventions are needed.
Ensure all customer contacts are recorded and dealt with, customers’ views are listened to, and resident involvement is encouraged - using this insight to make recommendations for improvement.

Tenancy

Deliver a comprehensive housing management service.
Let our homes; minimising rent loss and re-let costs to improve neighbourhood sustainability.
Work with tenants to provide tenancy support and enable them to sustain their tenancies.
Contribute to maintaining and improving the appearance of our neighbourhoods, carrying out enforcement actions where needed.
Respond to and deal with reports of nuisance and ASB, prevent escalation and ensure appropriate resolutions.
Monitor service charge contractor performance, including consulting with residents, dealing with poor performance and assisting with the tendering process.
Support other colleagues delivering customer-facing services such as Income Officers, Customer Services Assistants, Surveyors, Scheme Managers and Cleaners as needed.

Neighbourhoods

Develop local neighbourhood knowledge to inform the development of Neighbourhood Plans, which respond to the opportunities and challenges in our neighbourhoods.
Deliver Neighbourhood Plans and neighbourhood management actions, monitoring the impact of our work.
Build local effective partnerships to improve services, training and work opportunities for tenants and identify development or service opportunities for Prima Group.
Collaborate with compliance colleagues to manage any risks within the neighbourhood, and to deliver safe and sustainable homes.
Collaborate with the Community Cohesion Officer on projects relating to the neighbourhood.
Undertake any other duties to achieve personal, team and organisational objectives.

Requirements

Experience working in a Housing Officer role or experience delivering housing management services in a registered provider (RP), not-for-profit or public-sector organisation.
Good working knowledge of processes relating to different housing tenure types.

Good knowledge of housing regulations/laws and associated practices.
Experience in delivering face-to-face customer service with the ability to have honest conversations with customers.
Experience developing partnerships, and working with support agencies, local authorities and community groups.
Good understanding of the social, economic and political context in the neighbourhoods in which we operate.
Good understanding of welfare reform.
Experience using ICT systems, Customer Relationship Management (CRM) systems and Microsoft Office software.
Educated to GCSE level or equivalent.
Relevant professional qualifications or recognised degrees are desirable.
Full driving licence and use of a car for work is essential.
Mobile working required.
Occasional working outside usual office hours.
To provide out-of-hours emergency support for them where required.
Undertake Health and safety and compliance duties as required.

Skills & Competencies

Organised
Analytical problem solving
Adaptable
Customer-focused
Communicative
Influential
Positive attitude
Driven and resilient
Self-starting and self-motivated
Confident
Curious
Supportive

Benefits

Healthcare scheme.
Salary sacrifice scheme for qualifying staff.
Pension scheme.
24 days annual leave plus bank holidays and four concessionary days over the Christmas period.
35-hour week Monday-Friday.
Fully flexible working arrangements – hybrid working from the office and from home.
We see our people as the key to our success and are members of Investors in People (Silver Award).

So, if you share our vision and values, possess a can-do attitude, and want to be at the forefront of shaping Prima Group’s ambitions, then we would love to hear from you.

Prima Group is signed up to the Disability Confident Scheme and as such, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy. Please specify if you wish to be considered under this scheme.

Please click Apply Now if you want to apply.

Closing date for applications - Wednesday 8th May

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