heylo helps aspiring homeowners and renters find a place to call home
Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity
To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric
- Acting as the first point of contact for customers at all stages of property management, post sale.
- Handling rent arrears cases in a timely manner to reduce arrears and maximise income in line with key performance indicators
- Managing calls and correspondence effectively with third party property management agents and customers, developers, and managing agents, including obtaining documentation from them where required
- Management of shared ownership homes and leases to ensure optimal revenue collection, protection of asset value, good customer service, and compliance with relevant legislation, regulation and industry good practice
- Handling general lease and property management queries from customers, managing agents and other related third parties
- Collection of rent, service charge, insurance and fee payments
- Working with, and supporting, customers to explain the options available to them and agreeing the most suitable next steps
- Negotiating, implementing and monitoring feasible repayment solutions that take into account the customer circumstances while balancing the best interests of the business.
- Liaising with external legal advisors, mortgage lenders, debt charities, and government benefit departments.
- Attending court to represent Heylo at possession hearings
- Manage complaints of anti-social behaviour in line with policy and procedure
- Support the Head of Housing and Customer Services in the development of customer feedback (including from surveys, complaints and compliments) and the improvement of customer satisfaction and operational quality
- Deal with inbound and outbound telephone calls and correspondence to ensure all queries are delt with and resolved in a satisfactory and timely manner
- Maintain adequate and accurate records for auditing and reporting purposes
- Support the set-up of new customer accounts and changes to existing accounts
- Review and action post received, and sending out any post required from the office
- Any other general administrative duties required
- Providing excellent customer service and support in line with company mission
Providing support to the Senior Property Manager and undertaking other duties as required
- Passes in GCSE English & Maths at grade 4 or above or equivalent or ability to operate at that level. (E)
- At least 1 year of property management experience in affordable housing or private rental sector
- Experience of residential property management and/or residential transactions
- IRPM Level 2 Qualification desirable
- Excellent customer service skills
- Ability to multitask and work to deadlines
- Good standard of numeracy and literacy, knowledge of MS Office (in particular Excel) and database management
- Good analytical skills
- Self-motivated and a commitment to personal development
- Ability to multitask and work to deadlines
- Well organised, and able to work as part of a team and under pressure
- Ability to self-motivate to meet deadlines without close supervision
- Ideally some knowledge of tenant law, leases, service charges, and/or property management
