Housing Administrator

Internal Role Title: Neighbourhood Housing Assistant

Hours: 35 hours per week, Monday-Friday

Salary: £22,000-£26,583 per annum (salary offered dependent on experience)

Contract: Permanent

Location: Ashford (three days per week)/Agile working

We’re excited to be recruiting for a Neighbourhood Housing Assistant (NHA) to join our Neighbourhoods team! You’ll provide support to the Neighbourhoods business area, working in a small team of NHAs to resolve or progress queries about tenancies and neighbourhood issues from customers as well as providing administrative support and reception services.

We’re avid supporters of agile working, and you’ll be provided with all IT equipment in order to work flexibly between your home and three days per week from our Stanhope office in Ashford.  

Who are we?

Moat are one of the top 30 housing associations in England, with homes spread across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future. We have just released our new corporate strategy, so it’s an exciting time to join Moat! This involves delivering a great customer experience, having pride in our homes & places, and bringing growth to our new homes & communities. We also deliver for and with our customers through our new Customer Engagement strategy, which will help us to deliver the requirements of the Social Housing White Paper. 

We’re not your ‘standard’ housing association. Having been one of the pioneers of shared ownership in the early 1990s, leasehold now makes up more than a third of our overall homes. Since then, we have assisted thousands of people to become shared owners, many of whom now own their homes outright but they still have a relationship with Moat as leaseholders and as part of the community on our developments. 

As a not-for-profit organisation we are funded by a mixture of private finance and government grant. We reinvest any surplus we make to maintain and improve our existing homes and communities, while also building new homes to address the ongoing housing shortage. We are proud of the great homes and communities we’ve helped to build, and our ongoing commitment to improving the lives of our customers. We hold a strong belief in collaborative working and work in partnership with various local authorities, to enable us to leverage our collective strengths and expertise to deliver meaningful outcomes for our customers and wider communities.

We are also proud to announce that we have been awarded an accreditation for ‘The Sunday Times Best Places to Work’ 2023, based on our employee feedback.

Your role will include:

• Managing the Neighbourhoods queues and incoming activities, emails and internal requests.
• Acting as first point of contact for callers and visitors to the Moat office, including reception desk duties.
• Using the Customer Relationship Management (CRM) system to record all contact with customers to provide a quality audit trail on cases.
• Working with internal and external customers. This may include chasing cases or orders, ensuring all follow-up action is taken; handling further enquiries and assisting in the resolution of problems. 
• Raising and receipting purchase orders for contractors and taking ownership of the administration of these.
• Maintaining and organising estate and block keys on behalf of the team.
• Providing support to the Neighbourhood Response Officers and Estate Services Manager.
• Answering basic service charge queries
• Being a “customer pioneer” excelling in customer service.

We're looking for someone who has:

• A good standard of education with good written, verbal, and numerical skills.
• Good standard of use of MS Office suite, particularly MS Word and Excel and Teams
• Experience of office administration – organising systems, records, and files.
• Awareness of the social housing sector and current issues.
• Some awareness of processes for housing management –repairs, transfers, mutual exchange, tenancy agreements.
• Able to work independently as well as in a team.
• Able to manage difficult conversations.

What will you receive in return?

Check out our employee benefits video here: Our employee benefits: what we can offer you - YouTube

Want to know more about Moat? Check out our social media feeds!

Twitter: @moathomes

Instagram: @moathomes

Interested in applying? We want to hear from you!

If interested, please apply by 11pm on Tuesday 7 May 2024  

We're looking forward to reading your application!

Please note we reserve the right to close this vacancy early if we receive a high volume of applications, please apply at your earliest convenience.