Homeowner Services Officer

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

About the role

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

As a resident-focused organisation, we place equal importance on how we deliver our services and what we deliver. We are looking for candidates with experience of providing excellent customer service, managing a varied caseload, and building positive relationships with a range of stakeholders.

You will also be able to demonstrate:

• 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.

If you are interested in joining The Guinness Partnership, please review the role profile to understand the full responsibilities of the position and ensure that you meet the essential criteria before applying.

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.

If you are interested in joining The Guinness Partnership, please review the role profile to gain a full understanding of the responsibilities of the position and ensure that you meet the essential criteria before applying. To apply, please submit your CV along with a personal statement outlining how your skills, knowledge and experience meet the essential criteria for the role.

The salary advertised for this position includes an additional £4,000 London Local Job Supplement.

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