Retention Advisor

Retention Advisor

Basingstoke

Full-Time, Permanent position

Salary up to of £30,545 + great company benefits

Mears Housing Management Division in Basingstoke provide accommodation to essential British Government workers. We source properties from the private rental market, work with a variety of stakeholders to ensure accommodation meets requirements and we manage all issues, repairs and maintenance throughout the lifetime of an occupant’s stay. 

This is an exciting time to join the Division and be part of an ongoing development strategy working on key Contract opportunities.

About the Role

Excellent opportunity for a candidate who is driven by delivering service excellence, unique opportunity to be part of a successful delivery Team for our RLAP contract. This role delivers a frontline service to our customers at the beginning of tenancy to identify, assess and allocate properties from the current portfolio to ensure contractual targets are met.

How will your day look?

• Deliver an exceptional service to our clients, customers and stakeholders, managing and meeting expectations, performance targets and contractual KPIs.
• Manage a portfolio of housing stock to allocate appropriate accommodation, ensuring the properties are to scheme standard in line with contractual requirements.
• Ensure all data and records are accurately recorded and kept updated through case updates and stock audits
• Deliver regular reporting and updates to line manager. Advise on risk and escalate cases as appropriate to ensure awareness and resolution.  
• Develop and build relationships with existing property providers, agents and third parties
• Undertake ad hoc projects and provide support and cover for colleagues and teams within Mears Housing Management 
• Ensure full compliance with Mears code of conduct, contractual terms and group policies & procedures, including lone working.

Role Criteria

• A decisive, detail orientated individual who can professionally articulate requirements to Landlords and Agents in order to maintain the optimum number of scheme compliant properties
• Working with diverse client group
• A background in housing, repairs and maintenance, lettings or social housing will be a clear advantage
• Property management qualification ie ARLA/NFoPP an advantage
• Experience of working in a customer service environment 
• Self motivated and open to working independently
• Exceptional customer service skills and attention to detail
• Ability to build excellent relationships with professional partners
• Able manage a busy workload with conflicting priorities
• Knowledge and understanding of differing cultures and champion EDI 
• Understanding of current lettings legislation including Health and Safety

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies
• Company Van, Fuel Card and Uniform

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.