(PSL) Officer. Special Conditions: Essential User Car Allowance. Ability to work outside normal hours to meet service needs.

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1 Job Description Directorate: Operations Service Area: Leasehold Management Job Title: Private Sector Leasing (PSL) Officer Grade: Scale 6 Special Conditions: Essential User Car Allowance. Ability to work outside normal hours to meet service needs. Job Family: SPA2 DBS Disclosure: N/A Issue Date: February 2018 Responsible to: PSL Co-ordinator Job Purpose and Role: The PSL and WV Living Portfolio is one of the commercial services delivered by Wolverhampton Homes and we are seeking to grow this portfolio into a profitable commercial enterprise. The PSL Officer will be required to deliver an extremely high quality, customer focussed service to both landlords whose properties we manage and private tenants living in the properties we have available. The PSL Officer will be required to adopt a professional approach and act in a manner like a private Letting Agent in addition to being able to demonstrate dedication and a proactive and self-disciplined business approach to the role The role of the PSL Officer is to support the PSL Co-ordinator managing Wolverhampton Homes Private Sector Leasing portfolio. This will include developing and maintaining the portfolio and ensuring we take the most efficient and cost effective approach in delivering the aims and objectives of this portfolio. Properties owned by WV Living (a company owned by the City of Wolverhampton Council) will be managed by Wolverhampton Homes alongside the current PSL properties. The role of the PSL Officer will support the PSL Co-ordinator in advertising, letting and managing these properties in accordance with a Service Level Agreement with the City of Wolverhampton Council and WV Living. The PSL Officer will support on all communications with both landlords and tenants ensuring excellent relationships are established and maintained and relevant processes followed. Whilst these portfolios are of a commercial nature this role will also be

2 required to work with other agencies such as the City of Wolverhampton to support the City s homeless need. General The duties of the post may change and develop from time to time in light of new legislation, Wolverhampton Homes Policies, organisational developments and social trends. Such developments will be monitored in conjunction with the Chief Executive and Director of People and will be reflected as necessary in the aims and objectives of the post. Whilst every effort has been made to explain the main duties and responsibilities of the post, each individual task undertaken may not be identified. Employees will be expected to comply with any reasonable request from a manager to undertake work of a similar level that is not specified in this job description. Key Area Duties and Responsibilities Competency Requirements Leadership To deputise for the PSL Co-ordinator when needed. To actively promote the PSL services, seeking new customer and business opportunities. To be able to work under pressure taking responsibility for achieving individual deadlines and targets in order to contribute to overall team performance. To manage a caseload and be responsible for all aspects of the services delivered, including taking the lead to resolve any issues that may arise. To be responsible for ensuring all information and documentation required from landlords have been received and inventories are carried out and documented appropriately. To ensure that all cost projections are robustly managed whilst maintaining high levels of customer satisfaction. Able to work under pressure and to tight deadlines. Ability to plan and organise work and adapt to meet service delivery requirements. Numerate and literate to GCSE standard (5 passes at Grade C or above) or equivalent) To assist with the implementation of continuous improvement initiatives the

3 management and delivery of the PSL portfolio and associated commercial projects. ` Communication and Customer Service To ensure compliance with the tenancy agreement by both the tenant and the landlord. To be a role model for junior officers, setting high standards, sharing knowledge, best practice and experience and promoting the company and its values at all times. Maintaining auditable and appropriate records of interviews, visits, audits and other meetings as required to effectively manage cases in relation to arrears and portfolio management. To ensure familiarity and compliance with Wolverhampton Homes Personnel policies and Employee Code of Conduct. To keep applicants up to date with progress relating to sign ups and dealing with any issues that may arise and build relations to maintain company reputation. To be proactive in making personal contact with people in arrears and where necessary making home visits which may be out-of-hours where required. To ensure customers are given accurate and professional advice to enable tenancy sustainment, making the necessary referrals where additional support may be required. To report repairs and to advise tenants and landlords on the repairs procedures and their associated time-scales. To promote and advertise all properties within the portfolio in a prompt manner. To be PC literate and to keep manual and electronic records up to date and Able to communicate effectively. PC literate and able to use Word and Excel confidently. Passionate about providing an excellent and professional service to our customers. Able to take ownership and personal responsibility for responding to customers and meeting their needs.

4 Team working Decision making and problem solving accurate. To work with the PSL Co-ordinator in achieving portfolio growth. To be an excellent team player, supporting colleagues and working together to ensure targets are achieved and service delivery maintained. To work with the team reinforcing the principals of Wolverhampton Homes corporate values To work with other agencies such as the City Council to support the city s homeless need and with regards to Rent with Confidence To ensure appropriate paperwork and Section 21 Notices are prepared where possession of the property is required and to liaise with the Court Team ensuring procedures are followed fairly and consistently. To undertake inspections of premises in partnership with a technical expert and to advise the tenant or landlords of any work required which is their responsibility. To support with the production of statistical information to be used to prepare reports. To fully participate in team meetings, briefings and discussions. To support the training and development of colleagues. To be knowledgeable and keep up-todate with current legislation in relation to the private sector rented market in order to provide accurate advice and to assist in decision making. To ensure maximum income to the portfolio by effectively managing the collection of rent, landlord repair charges Able to develop and maintain good working relationships To work effectively with others, being flexible and adaptable as required. Experience of working within a team to achieve targets Able to negotiate and influence. Knowledge of policy, procedures and legislation regarding tenancy and lease management To be innovative and creative when looking at

5 and ancillary items and successfully negotiating in line with procedures. problems and finding solutions. Equality and Diversity Health and safety To investigate any issues or concerns that may be identified whilst undertaking the role and find innovative solutions to problems. To ensure effective tenancy management including rent collection, enforcement and dealing with any tenancy/property related problems. To identify suitable, responsible and reliable tenants and follow procedures relating to required checks for applicants, for example, credit checks and references and ensure that these are processed when required to avoid issues relating to the lease or unnecessary delays. To have an awareness of the Equality Act and the requirements contained within it. To promote equality of opportunity in accessing the services provided by Wolverhampton Homes. To be aware of safeguarding issues and the process to be followed. To respect the differences of others and ensure that the diverse needs of customers are met. To be aware of Health and Safety procedures. To undertake a personal risk assessment and be responsible for own personal health and safety in line with the lone working procedure. To understand the legal duties of health and safety in the workplace in line with the Health and Safety at Work Act Attitude/behaviour consistent with Wolverhampton Homes Policies and Procedures Confidence to challenge unacceptable behaviour and report where required. Awareness of the importance of Health and Safety and working in a safe and appropriate manner at all times

6 Financial management To maximise income and keep court costs to a minimum by taking prompt action in cases of arrears. To consider the commercial impact and associated risks of any new properties/schemes and review them in conjunction with the team. Through team working to ensure that the costs and service provision is kept under control and reduced where possible. To comply with financial regulations, procurement procedures and the Data Protection Act. To support customers to maximise their income and arrange referrals for advice as required. To avoid wasting resources and contribute to value for money improvements in service delivery. Awareness of value for money with a commitment to making efficiency savings Evidence of well-rounded negotiation skills and business acumen to support all business discussions and the acquisition of properties Disqualifying Factors Indication of attitudes/behaviours inconsistent with Wolverhampton Homes Policies and Procedures, e.g. sexist, racist, anti-disability or any other attitudes/behaviours.