Consultation Officer

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for Consultation Officer on a 3 month contract with a possibility of an extension.

This position will be a total of 35 hours per week, with hours from 09:00am – 17:00pm.

Job Purpose:

To carry out leasehold consultation with leaseholders and provide experienced and expert advice to other sections, departments, external contractors on all aspects of leasehold consultation and service charges and to resolve disputes.

Job Specific Accountabilities:

• Arrange and chair residents’ consultation evening meetings, including planning the agenda for these meetings
• To ensure leaseholders’ observations on the standards and cost of goods, services and works for which they receive a service charge are appropriately addressed in a timely manner.
• Assess leaseholders’ liability and calculate leaseholders’ share of charges accurately to enable full and prompt recovery of recharges to leaseholders. Apply knowledge of regulations and the lease to ensure consultations carried out are compliant and robust.
• To prepare Notices required as part of the consultation process, including complex calculations for service charge apportionment, ensuring that deadlines are met for service billing.
• To conduct consultation and establish an audit trail of consultation and customer satisfaction
• To act as a source of expert advice on leasehold consultation issues.
• Promote leaseholders offer including one to one interviews either in the office or leaseholder’s home as required.
• Ensure all estimated recharges are invoiced in line with procedures to ensure maximisation of income.
• Ensure all enquiries from leaseholders, solicitors, benefits agency and other sections are answered promptly and within statutory times scales to ensure high level of customer care is maintained
• Advise leaseholders on the payment options available, and refer vulnerable leaseholders for assistance through the Money Help and Advice service or other suitable service.
• Work with contract administrators and consultants to ensure that consultation letters and costings are correct and leaseholders are advised appropriately. Advise staff in other services of Section 20 requirements
• Monitor and advise team leader of scheme final account progress. Calculate final account recharges within statutory time limits or serve S20b notices to safeguard recovery of recharges.
• Process applications and correspondence under the Council’s discretionary and mandatory capping policy in accordance with government directives and Council procedures.
• Work at flexible times of the day, according to the needs of the service, including frequent evening consultation events and some weekend events. Attend Leaseholder Forums, estate surgeries and neighbourhood offices, and other meetings when required.

Knowledge, Qualifications and Experience:

• A qualification in housing management qualification
• Experience of working in a housing management environment
• Experience of consulting with leaseholders and/or tenants
• Experience of working in a customer focused environment
• Experience of working collaboratively in a team environment
• Experience of arranging and chairing residents consultation meetings
• Experience of calculating charges and invoicing estimated recharges
• Experience of providing financial advice to tenants or leaseholders
• Experience of dealing with disputes and supplying documentation for court cases proceedings
• Knowledge of the terms and conditions of leases and the rights of freeholders
• Knowledge and understanding of diverse needs of residents and staff
• Excellent team working and interpersonal skills
• Effective verbal and written communication skills
• Excellent customer service skills
• High level of numeracy skills
• Effective consultation and influencing skills
• Ability to manage time and prioritise workload to meet competing deadline
• Ability to respond to formal enquiries and correspondence
• Ability to write reports showing monitoring information

To get more information about this role and how to apply please contact Kartik.