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Vacancy overview

Vacancy Customer Service Manager
Vacancy type Job
Reference number Cus1809
Form of employment Full Time
Salary / Rate £25,000.00
Hours 35.00
Published 07/09/2020
Closing date 28/09/2020


Not specified


Job Summary

• Front line housing role which engages with tenants and other stakeholders.

• Office Management and Administration, supporting the Director of Housing and Surveyor by managing the day to day running of the office.

• Financial administrative tasks to support the daily running of the office and prepare financial information for Accountant.

• To work at all time in accordance with the rules, policies and procedures of Ekarro Housing Co-p as adopted by the Management Committee.

• To work with the Management Committee to ensure the best service is provided to Ekarro members.

• To ensure that all activities in Ekarro are guided by the Co-op’s principles.

Main Duties and Responsibilities

Office Management – Administration

• Deal with tenants, contractors and general enquiries over the telephone, by email and in person.

• Undertake general office management duties such as filing processing mail, ordering stationery etc.

• Undertake any other tasks / duties as may be reasonably require by the Management Committee or the Director of Housing.

• Ensure that telephone and personal enquiries are dealt with in an efficient and friendly manner.


• Dealing with first stage maintenance jobs.

• Liaise with contractors; follow up outstanding repair jobs and attend to contractors as they come to the office.

• Ensure records of Electrical, Gas Safety and Gas cooker checks are updated on the spreadsheet.

• File hard copies of various certificates as they come in.

• Assist the Surveyor with booking routine maintenance and repair work to buildings and equipment as necessary, with reference to the Co-op’s annual maintenance programme and other tasks as required.

Tenancy Management

• Dealing with first stage Housing Management issues.

• Helping the Participation Subcommittee to organise events and produce information.

Rent Accounting and Arrears

• Accurately maintain the Co-op’s computerised rent accounting system, including the inputting of data.

• Send statements to all members every three months detailing the rent they must pay, service charges, payments made and notification of any arrears or credit.

• Review rents and service charges annually in consultation with the Director of Housing and give recommendations and modify rents as directed by the Co-op Management Committee and in accordance with Co-op policies and regulatory requirements.

• Advise Co-op members about reducing their rent arrears in accordance with the Co-op’s policies.

• Bring to the attention of the Director of Housing, all rent arrears in excess of six weeks.

• Liaise with the Housing Benefit Department and Universal Credits on benefit payments.

• Assist the Co-op members to submit Housing Benefit claims including provision of supporting documents required by the Benefit Agency

. • Prepare Notices to Quit in liaison with the Director of Housing, in accordance with the Co-op’s Rent Collection and Arrears Control Policy & Procedure.

• Prepare rent statements, documents etc. and assist the Director of Housing with Possession Hearings at Court.

Financial Accounting

• Maintain all financial records and ensure backup copies are kept.

• Enter all suppliers’ invoices and arrange payment on a timely basis and record all payments on a spreadsheet for the Accountant.

• Undertake monthly banking of money received and keep separate records of this task.

• Ensure sufficient funds are kept in all the Co-op bank accounts.

• Carry out monthly bank reconciliations.

• Maintain a list of all approved cheque signatories and ensure compliance with all financial regulations.

• Maintain computerised nominal ledger systems.

• Maintain and operate a petty cash system in a manner agreed with the Finance and Maintenance Subcommittee.

Health and safety

• Take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions at work.

Equal opportunities

• To monitor and evaluate all Ekarro’s policies and procedures, to ensure practices and processes operate within the remit of its Equal Opportunities Policy.

Duties and Responsibilities

• All the above duties and responsibilities will be prioritised by the Director of Housing according to the needs of the Co-op.

Ekarro Housing Co-operative is based in the vibrant and diverse London Borough of Lambeth. We are seeking a talented individual to join us on a 12-month fixed term contract and assist us to provide a comprehensive Housing Management service to our local residents.

The ideal candidate will be friendly and customer focused, primarily being the first point of contact on most matters.

Main duties will include working pro‐actively with residents, identifying and addressing their needs, managing the day to day running of the office and delivering high quality, accurate financial support.

A demonstrable history of working in a Housing Management environment (preferably within a resident led organisation) is required. The ability to provide financial information via Excel to our Accountant and experience of using a Housing Management software package is also desirable. You will also have experience of office administration.

In return, you will be offered an opportunity to develop and grow within a market leading, community led organisation with a competitive salary.

Essential criteria

Experience, knowledge and understanding

• Knowledge and 1 years’ experience of working at Housing organisation (preferably a resident led one).

• Knowledge of the working practices of Housing Associations and other social landlords

• Knowledge and experience of using a Housing Management package, Microsoft Office, Outlook and Excel

• Knowledge and experience of Housing Management, including arrears, lettings and property maintenance

• Experience of managing an office.

• An instinctive and practical understanding of what constitutes excellent customer care, how it can be measured and improved and a commitment to delivering it

• Experience of working in a deadline‐driven environment

Education & Qualifications

• High levels of numeracy and literacy Application Leadership & Management

• Manages self and resources to meet objectives and within required timescales

• Plans, organises and prioritises workload to meet goals and achieve results when faced with competing priorities

• Meets objectives with appropriate support, guidance and supervision Interview Interview Interview Working Together

• Keeps colleagues and residents up to date and informed

• Readily contributes to team initiatives

• Takes steps to build rapport with colleagues

• Able to offer and receive meaningful feedback


• Excellent communication skills with ability to communicate with people at varying levels

• Able to clearly articulate the what, when, why and how for any situation

• High degree of empathy and ability to communicate with residents with complex needs

• Able to adapt the tone of communications appropriately

• Develops and sustains effective relationships; shares and implements good practice with internal and external stakeholders

Customer Focus

• Understands how own role and actions impact on customers and keeps customers up to date and informed

• Able to demonstrate awareness of internal and external customers’ needs and expectations

• Pro‐actively takes action to meet customers’ needs

• Collaborates within the organisation to actively improve service delivery

• Identifies short and long-term resident requirements and provides solutions to meet or exceed these

Business Awareness

• Shows an awareness of value for money and considers this in all activities

• Ensures that corporate K.P.I.s which support the strategic objectives of Ekarro Housing Co-operative, are met Interview Application / interview Equality & Diversity

• Ensures the Ekarro Housing Co-operative Ekarro Housing Co-operative’s Equality and Diversity policy is adhered to, in respect of colleagues, residents and stakeholders

How to apply

To apply for this role, please submit your C.V. (no longer than 3 sides of A4) and a supporting statement, which addresses the person specification (no longer than 3 sides of A4) by email to

Deadline for application is 12 noon Monday 28th September.

Shortlisting will take place week commencing the 28th September, with interviews to take place on the 5th and 6th October.

If you would like some help with applying for this opportunity, click here to register for Opportunity Lambeth Services and one of the team will be in touch.


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