Job description

Homeowner Services Officer - (Housing) (0915)

About Sage Homes

Set up in 2017 and funded by Blackstone and Regis to help address the housing crisis in the UK, Sage Homes has now delivered more than 21,000 homes all of which are affordable. A further 2,500 new homes are in our construction pipeline.

Sage is proud to be England's largest provider of newly built affordable homes for five successive years, providing our customers with high-quality, energy efficient properties (98% of Sage homes are EPC A or B) to live in safe, secure and thriving communities.

At Sage Homes, we remain committed to our mission of making new homes affordable for those who need them most, while delivering great customer support.

About the role:

In our Homeownership team you will be responsible for delivering a responsive and proactive service to our new and existing Shared Ownership customers. This is an opportunity to shape the environment in which you work and grow your skills set and knowledge of the housing sector. The role covers a wide range of areas from queries and complaints through to property management, lease extensions, staircasing, arrears and re mortgage applications.

This role offers hybrid working from our Northampton Office 3 days per week and remote 2 days if required.

Key duties include:

Provide a customer-focused service in relation to homeowner queries and issues in accordance with Sage Homes' service standards, principles, policies, and procedures, ensuring issues are dealt with appropriately and quickly.
Administer contractual obligations with customers on behalf of Sage Homes, including leases and shared ownership rents.
Welcome new residents to the service, including personal contact, ensuring any reasonable issues are resolved and their level of customer satisfaction is increased and maintained.
Ensure properties are maintained in a good condition either by working with the appointed Managing Agent or by diagnosing, ordering and managing necessary repairs directly.
Ensure communal areas and neighbourhoods are clean, safe and well maintained through liaison with the appointed Managing Agent.
Manage and monitor a repairs budget ensuring you or an appointed Managing Agent work within financial regulations and get the best value from contractors.
Collect rent and service charges and manage service charge accounts, taking appropriate action to recover debt, referring cases for legal action where appropriate.
Efficiently and accurately process staircasing, re-mortgage and lease extension applications ensuring RICS registered valuations are reflective of the current market value and premiums are accurately calculated.

About you

Organised and efficient.
Self-driven, accountable and embrace change and opportunity.
Have a strong work ethic and eagerness to learn and develop.
Pro-active and take a creative approach to relationship-building and problem solving.
Strong communicator.
Decisive whilst working in a fast paced environment.
Have a natural customer focus in all that you do.

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

Culture and benefits:

At Sage Homes, we want to empower diverse, ambitious people to thrive. We are fast-paced and inclusive, and encourage our people to use their passion, curiosity and inventiveness to help us create safe places for our customers to flourish.

To make sure our colleagues feel welcome and cared for, we provide a suite of excellent benefits, including:

25 days holiday, and an additional day for every year's service (up to five years)
Annual discretionary bonus scheme
A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
Study support package, helping you achieve your personal and professional development ambitions
Workplace Pension - matching personal contributions up to 5%
Cycle to Work scheme, helping you save up to 40% on a new bike and accessories
Electric car scheme, enabling you to rent a brand-new electric car at low-cost payments
Wellbeing support through MyndUp
Two days' paid volunteering leave a year, allowing you to support causes you care about
Charity fundraising support, with match-funding up to £1,000 for good causes

We believe that investing in our people is key to our success. Our benefits are designed to support your well-being, professional growth, and work-life balance, ensuring you feel valued and empowered to make a difference every day.

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