Property Customer Service Officer

  • Location
    Greenford, Greater London
  • Category
    Construction & Property - Property Management, Facilities Management
  • Job type
    Contractor
  • Industry
    Property
  • External Reference
    JN-082019-83623

Property Customer Service Officer


Our client; one of London's largest housing associations, are looking to recruit an Property Customer Service Officer to be the leasehold specialist within the Home Ownership team, managing all aspects of the property management and leasehold service end to end across your patch. You will take ownership for getting the job done effectively and keeping residents updated.


With overall accountability to customers in your patch and ownership of their issues you will have the required authority, budget, skills and support to creatively and proactively address the needs of your residents.



  • Location: Hammersmith

  • Pay: £15.72 per hour

  • Hours: Monday-Friday, 9am-5pm.

  • Start Date: ASAP

  • Duration: 3 Months


Job Description:


Responsible for eDelivery of a property management and leasehold service to homeowner customers.



  • Providing a compliant, proactive and customer focused leasehold service to residents

  • Service charges including setting budgets, managing costs and reconciling accounts.

  • Income collection

  • All aspects of engagement and consultation with residents


Customer Service



  • Provide an excellent property management service to residents within your patch, being accountable for the overall experience they receive.

  • Ensure that any issues raised by residents through all communication channels are resolved in a timely and appropriate manner whilst maintaining proactive and personalised communication.

  • Manage, engage with and influence external suppliers, contractors, managing agents, local authority officers and local police services to aid delivery where necessary.

  • As required, work with others to manage any resident dissatisfaction.

  • Use resident feedback alongside your own investigation to identify common issues and develop and implement action plans to meet individual and scheme wide needs in line with customer satisfaction targets.

  • Work with internal stakeholders, including those businesses responsible for other tenures, finance, regeneration and assets and development to resolve any issues that may arise.


Property Management



  • Ensure blocks and estates are maintained and in good condition by carrying out regular estate inspections in which you will be responsible for identifying any issues and taking appropriate remedial steps.

  • Report and follow up on any areas of risk that come to your attention swiftly and to the right channels in line with policy. This includes all health and safety, compliance, reputational and financial risks.

  • Diagnose, order and manage repairs across your blocks and estates. Seek appropriate support from surveyors, specialist technical contractors and managing agents where necessary. Take overall responsibility for ensuring repairs are delivered quickly, effectively and economically (to resident's satisfaction).

  • Take ownership of making insurance claims in respect of any perils covered under the relevant policy that occur at your schemes.

  • Ensure communal areas and estates are clean, safe and well maintained through liaison with the appointed contractors, cleaners and gardeners. You may be asked to manage cleaners, caretakers or concierge as part of your role.


Budget and Finance Management



  • Take responsibility for setting the service charge budget across your patch ensuring it is devised compliantly and appropriately.

  • Manage monthly variance report expenditure accordingly.

  • Ensure service charges accounts and budgets are served and billed compliantly and in in line with the required processes. This includes internal inter company billing of service charge costs to other departments.

  • Be the responsible owner for receipting purchase orders to provide approval for payment to take place and be billed through service charges.

  • Establish a good payment culture across rent and service charges across your patch. Signpost residents with financial difficulties to the appropriate support system.


Skills/Experience



  • Experience of working in a customer service environment (E)

  • An understanding of leasehold tenure and the various home ownership schemes in which housing associations are involved(E)

  • Experience working with policy and procedures (E)

  • Excellent verbal and writing skills (E)

  • Excellent PC skills including Microsoft Word and Excel(E)

  • Property Management experience (D)

  • Experience managing the section 20 consultation process (D)

  • Experience seiting and reconciling service charges (D)


If this is the role for you, then apply today! Only shortlisted candidates will be contacted. Adecco is an equal opportunities provider.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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Please apply with your CV to: Megan Fox