National Residential Landlords Association - NRLA
Multi Skill Advisor (6 month secondment)
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The NRLA: Who we are
The UK's largest membership organisation for private residential landlords, the National Residential Landlords Association (NRLA) supports and represents more than 100,000 members across England and Wales.
Created by landlords, for landlords, it offers investors everything they need to run a successful and compliant lettings business, whether they are full-time property professionals running large portfolios or accidental landlords with a single let.
The NRLA is a trusted ally, on hand to guide members through the complex regulatory environment, with all the essential documents and guidance needed to run a successful and fully compliant business.
A truly member-first organisation, innovation is at the heart of what we do and have invested in and developed new proptech solutions for members, including the acquisition of property safety certification firm Safe2 and the development of property management system Portfolio.
A dynamic and fast-paced organisation, the NRLA is a great place to work, and it is not just us saying that, we have Investors in People Gold status to prove it. The association was also named one of the best companies to work for in the UK in a list compiled by The Sunday Times.
Our enthusiastic and ambitious staff work out of offices in Central Manchester and Central London with hybrid working options available. Colleagues typically work from home four days a week with one day in the office.
We are looking for colleagues who are professional, adaptable, and innovative. In return we offer an inclusive and creative working environment with attractive options for training and career development and a competitive salary and benefits package.
The NRLA package:
- 25 days annual leave increasing to 26 days with three years’ service, 27 days with five years’ service and 28 days with seven years’ service
- Additional annual day off for your birthday
- Salary exchange Pension scheme
- Life assurance
- Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling service
- Sick pay
- Cycle purchase loans, season tickets loans and interest free staff loans
- Complimentary NRLA membership
- Non contractual annual performance-related bonus scheme
- Enhanced maternity and paternity pay
Main Purpose & Scope Of Job:
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Answering a varied range of contact types from multiple lines in an omni-channel, multi-business environment. Taking phone calls, video chats, email, live chat, online forum, escalated and complex queries. This is a busy and multi-faceted role covering all contact centre aspects, current and future.
Duties & Key Responsibilities
- Responding to queries:
- Answering calls from members, providing a consistent and informed response to detailed queries about the private rental sector (PRS)
- Answering calls in a white-labeled environment for HF Assist members, providing informed and detailed responses to letting agents. (And any other such services as may arise in future)
- Be knowledgeable about NRLA and Partner services and take advantage of all opportunities to promote them.
- Respond to queries and resolve issues for all NRLA branded services and software, including but not limited to Portfolio & Safe2.
- Respond to and resolve membership-related queries such as cancellations, renewals, training issues etc.
- Log details of calls for future reference.
- Achieve the required standards of performance based on KPIs including call answer rates and maintain high levels of satisfaction, measured through feedback, call assessments and other measures
- Actively listen and respond with practical solutions and focused advice
- Provide supplemental information/resources to support the advice provided, including signposting to third party services or training
- Identify and take advantage of opportunities to upsell products/services from Hamilton Fraser and refer leads back into HF.
This list is not exhaustive; this is a multi-faceted, evolving role where new duties and responsibilities will arise. The multi-skill advisor is expected to be agile and positive about change at all times.
Internal Processes:
- Contribute to identifying gaps or inconsistencies within the NRLA & Partners knowledge base and developing content to rectify these
- Feedback issues that landlords are facing to colleagues to ensure that consistent messaging/content can be developed and represents the NRLA/Partners view
- Propose improvements to NRLA/Partners content to improve the member journey and internal processes
- Be proficient in technologies that support the team including CRM, phone systems and navigation of the website
- Demonstrate a sound understanding and use of team processes, suggesting improvements when identified
- Ensure compliance with relevant legislation at all times including GDPR
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Personal Development:
- Identify development needs on the Private Rental Sector, including legislation and use content available (via the NRLA website/ CPD / self- learning / accreditation etc.) to self-learn, refresh and review knowledge
- Actively attend and participate in knowledge sharing and workshop activities including regular training courses that will enhance knowledge in the organisation
- Ensure call assessments are to a set standard
- Call handling skills held to a set standard
- Customer service skills held to a set standard
Person Specification
Skills & Abilities:
- Excellent interpersonal skills and communication skills
- Ability to manage high workloads effectively and switch between lines of business with ease.
- Excellent customer service skills
- Professional telephone manner with the ability to build a rapport and keenness to help others from an advisory capacity including signposting and supporting members
- Good knowledge of Microsoft Office and similar packages and able to work with and adapt to new technologies
- Ability to work successfully within a team or on own initiative
- Be able to demonstrate an excellent attention to detail
- Ability to work under pressure
- Able to digest information quickly and translate to members in a clear manner
Experience:
- Experience of providing advice to a significantly high level of service, with demonstrable results.
- Experience of dealing with the public with regards to listening skills and resilience
Knowledge:
- Understanding of Landlord and Tenant Law
- Understanding of letting agents and how to support their aims and objectives.
- Knowledge of Private Rented Sector
- Must be familiar with the General Data Protection Regulations (GDPR)
Personal Attributes and other requirements:
- Must be self-organised and represent the NRLA and work in a professional and confidential manner
- Motivated individual who enjoys being challenged and being busy.
- Ability to work within a team as well as individually and under pressure at times of high demand
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