Senior Home Ownership Housing Officer
hace 2 días
West Wickham
Salary: £38,939 per annum Location: Flexible - able to travel within our operating region Hours: 37 Hours per week Closing Date: 15 June 2026 Are you an experienced housing professional with a passion for leasehold management, customer service excellence, and service improvement? We’re looking for a Senior Home Ownership Housing Officer to play a key leadership role within our Home Ownership team, delivering high-quality housing and neighbourhood management services to leaseholders and shared owners. This is a fantastic opportunity for someone who enjoys combining hands-on housing management expertise with team leadership, coaching, and service development, while acting as a specialist advisor across the organisation. You’ll be at the heart of ensuring our home ownership services are compliant, customer-focused, and continuously improving, while also helping to raise the profile of home ownership across the wider organisation. To fully support the team, you’ll be ideally currently based in one of our main regions, understanding that travel will be included in the role. And whilst we don’t see you being out and about in the community on a regular basis, you’ll be looking to have regular in office days with the team and there may be a need to support your team with home visits or trips to court. Our operating region includes Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall and London. What You’ll Be Doing In this senior role, you will: Lead, coach and support a team of housing officers to deliver a consistent, high-quality service to leaseholders and shared owners Act as a subject matter expert in leasehold and home ownership matters, supporting colleagues across the business Oversee day-to-day home ownership activity across allocated regions, ensuring excellent service delivery and operational consistency Use performance data and insight (including Clarity and HUB reports) to drive continuous improvement Monitor performance, conduct one-to-ones, appraisals, and team meetings, and support effective people management Support and guide staff through complex cases, including complaints, safeguarding concerns, and vulnerable customer situations Work closely with neighbourhood teams and specialists (including Section 20 colleagues and service charge teams) to ensure seamless service delivery Assist in the preparation of court documentation and attend hearings where required Investigate complaints in line with policy and ensure fair, timely resolutions Build strong relationships with residents, solicitors, local authorities, partners, and internal stakeholders Represent the Home Ownership service at internal meetings, working groups, and external forums Contribute to policy development, service improvements, and organisational projects About You You will be a confident housing professional with strong technical knowledge and the ability to lead, influence, and support others. Essential Experience & Skills • Experience in a customer-facing housing or leasehold management role, • Strong understanding of home ownership, leasehold management, or housing legislation, • Experience working with vulnerable customers and achieving positive outcomes, • Strong communication skills with the ability to handle complex enquiries professionally, • Confident problem-solving ability and a proactive approach to service improvement, • Strong IT skills and ability to use systems and data to inform decisions, • Commitment to delivering excellent customer service and improving outcomes Desirable • Housing qualification (e.g. CIH Level 3 or Diploma in Housing), • Professional membership of CIH, • Experience of line management or team leadership, • Experience working within home ownership, leasehold, or service charge environments, • Experience in court processes or legal housing work Why This Role? This is more than just a housing role, it’s a senior, influential position where you will: • Shape and improve home ownership services, • Support and develop a team of housing professionals, • Act as a trusted expert across the organisation, • Influence policy, process, and service delivery, • Play a key role in delivering value for money services for customers What Success Looks Like You’ll succeed in this role by: • Delivering a high-performing, motivated team, • Improving customer satisfaction and service outcomes, • Strengthening compliance and legal processes, • Driving continuous improvement across home ownership services, • Raising the profile and reputation of the service internally and externally What’s in it for me We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like: • Flexible working – whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business’ needs, • A focus on colleague wellbeing – workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan, • We invest in colleagues’ careers and development through our leader and colleague development frameworks, • Defined Contribution Pension and attached life assurance, • Volunteering hours available to all colleagues to enable them to give back, • Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more, • Enhanced leave, • We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives We follow a sector-wide, outcome-based framework for professionals in social housing. The Competence and Conduct Standard introduce a sector-wide, outcome-based framework for those working in social housing in England, while also requiring senior professionals who deliver social housing services to gain, or work towards, a housing management qualification. Ready to apply? To apply, please use information provided in the advert and role profile to let us know why you’d be good for the job. Please submit a copy of your up-to-date CV along with a supporting statement. Successful applicants will be required to complete a Basic DBS check. We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do. All candidates will be required to verify their right to work in the UK prior to commencement of employment with the Aster Group & it’s subsidiary brands
