Home Ownership Advisor

At NCHA, we're passionate about making our communities a great place to live. Our Home Ownership team plays an important role in supporting leaseholders and shared owners, ensuring they receive a high-quality service while helping NCHA meet its statutory and financial responsibilities. We're looking for a Home Ownership Advisor to join our friendly and dedicated team.

Role overview

As a Home Ownership Advisor, you'll manage a portfolio of leasehold properties and be the main point of contact for leaseholders, providing advice, guidance and support on a range of leasehold matters. You'll work closely with customers, solicitors, estate agents and internal teams to deliver an excellent customer experience and ensure compliance with relevant legislation and lease obligations.

This is a varied role that combines customer service, problem solving, financial administration and relationship management, giving you the opportunity to make a real difference to our leaseholders and shared owners.

Key responsibilities

As a Home Ownership Advisor, you will:

• Manage a portfolio of leasehold properties and act as the main point of contact for leaseholders.
• Provide advice, guidance and support on lease agreements, permissions and home ownership matters.
• Manage shared ownership applications, assignments and resales, working closely with customers, estate agents and solicitors.
• Monitor service charge budgets and support the preparation of leaseholder accounts and related financial information.
• Investigate and resolve lease-related issues, including breaches of lease agreements, working collaboratively with internal teams and customers.
• Develop and maintain knowledge of leasehold legislation to ensure customers receive accurate advice and support.

Working pattern

This is a permanent, full-time role working 35 hours per week.

The role operates on a partially agile basis, with a combination of home, office and site-based working as required.

Ideal candidate

We're looking for someone who is organised, customer-focused and passionate about delivering excellent services to customers.

You'll be confident communicating with a wide range of people, able to explain complex information clearly, and have the ability to resolve issues fairly and logically. A keen eye for detail and a proactive approach to problem solving will help you succeed in this role.

The successful candidate will have:

• Experience of working in a customer-focused environment.
• Knowledge of housing-related issues and an understanding of leasehold, freehold or shared ownership services.
• Strong numeracy, literacy and IT skills with excellent attention to detail.
• Experience of using Microsoft Office applications to record, analyse and monitor information.
• Excellent communication skills and the ability to explain complex information clearly and sensitively.
• The ability to solve problems fairly, logically and with a customer-focused approach.
• Experience of working collaboratively within a team environment.
• A commitment to continuous professional development and learning.
• A valid UK driving licence and access to a vehicle, unless a disability precludes this.

Why join us?

This is a fantastic opportunity to join a supportive team dedicated to delivering excellent services to leaseholders and shared owners across our communities.

You'll benefit from:

• A standard 35-hour working week
• Generous annual leave, with the option to buy or sell leave
• A healthcare cash plan and wellbeing support services
• Access to discounts on travel, shopping and leisure activities
• Ongoing learning and development opportunities
• A positive and supportive working environment where colleagues are valued

If you're looking for a rewarding role where you can make a positive difference for our leaseholders and communities, we'd love to hear from you.

NCHA strives to be a welcoming and inclusive employer. We particularly welcome applications from people from ethnic minority communities, LGBTQ+ communities and women, who are currently under-represented within our workforce.

Please note that we may close this vacancy early if we receive sufficient applications.