Role Responsibilities

• Provide a range of administrative support as required in the delivery of the programme of works for RHO properties, ensuring works are delivered to cost, quality and timescales, escalating issues and risks to the Leasehold Asset Services Manager as appropriate.
• Support the Leasehold Asset Services Manager to collaborate with a range of stakeholders to ensure RHO asset services requirements are established and clearly communicated and delivery plans meet contractual and compliance requirements, RHO business objectives and cost, quality and timescales.
• Support the Leasehold Asset Services Manager in the use and management of sinking and reserve funds, ensuring all requests are agreed before use by business areas.
• Contribute to the preparation of scheme budgets and year-end accounts, providing effective support to the financial planning and forecasting process and preparing the required budgetary information for presentation at residents’ meetings.
• Monitor the Day to Day repairs reconciliation spend report and ensure correct coding has been applied and take appropriate measures where schemes are close to overspend.
• Assist colleagues with budget setting and year end reconciliation, ensuring invoices are available.
• Provide co-ordination support in relation to Section 20 of the Landlord and Tenant Act 1985, ensuring requirements are understood by stakeholders and factored in to delivery plans and compliance and consultation obligations are met by carrying out effective administrative activity.
• Act as focal point for complaints, First Tier Tribunals and insurance and legal claims, providing administrative support including arranging attendance at tribunals, carrying out investigative work as appropriate including liaison with leaseholders and third parties, bringing cases to a satisfactory and timely conclusion where possible and recording the outcome using appropriate systems and in the agreed format.
• Support the Leasehold Asset Services Manager to embed the asset performance framework for RHO, monitoring service level agreements and key performance indicators, escalating under performance via the agreed route.
• Provide management information and performance data as required, including supporting the Leasehold Asset Services Manager in the production of ad hoc and cyclical reports as required, with detailed analysis of RHO asset performance data
• Maintain accurate asset records on behalf of RHO, using appropriate systems, ensuring the integrity and quality of data to enable regular analysis to be carried out and reporting to be completed as required
• Manage internal and external stakeholders effectively including tenants, residents, Asset Services colleagues and third parties, building constructive working relationships to effectively deliver the Group’s/ RHO’s Asset Management Strategy and RHO’s business objectives.
• Manage enquiries effectively, providing leasehold and asset services advice and expertise, escalating complaints and complex queries via the appropriate channels to ensure effective resolution.
• Process leaseholder consent to alterations.
• Provide administrative support to ensure effective stock transfers, mergers and acquisitions.
• Raise purchase orders as required using relevant systems, ensuring goods are receipted, payment is arranged within agreed timescales and appropriate budgets are impacted.
• Ensure internal business processes are followed in line with the Group’s policy, procedures and statutory requirements.
• Contribute to the continuous improvement of processes and procedures.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
• Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

Additional Information

• The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role, albeit that regular support will be required to teams in Camden and Dartford
• The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Essential

Knowledge & Experience

• Experience within the building industry, ideally working within the Leasehold Sector.
• Understanding of statutory leasehold legislation.
• Experience of managing and co-ordinating insurance and legal claims.
• Experience of producing management reports.
• Results driven with strong analytical skills.
• Experience of successfully administering large-scale budgets in line with agreed financial protocols.
• Understanding of data protection and data quality principles.
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Excellent team player who can work flexibly to meet business requirements.
• Ability to show initiative and propose solutions to issues identified.
• Results focused with the ability to take ownership of tasks.
• Commercially aware with a focus on continuous improvement.
• Proficient in the use of Microsoft Office, including excel

Desirable

• Previous experience of using CRM software.

About Us

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours

Creating an Inclusive Environment