Service Review consultant
Job description
Service Review Consultant
Buckinghamshire
£300-£350 per day
You will be working for a Housing Association with 14,500 properties, a turnover of £115m and a substantial development and sales programme, making the most of our many opportunities in a challenging but rewarding environment.
A service Review Consultant is required for two key;
Service Charge Review (2-3 months):
A review of our current policy, processes and systems to assess:-
Compliance with legislation
Fit with Group's VFM criteria
Maximisation of income for the business
Provision of customer satisfaction
Areas in the review are;
Existing policy
Setting Service Charges
Section 20 Landlord and Tenant Act 1985 (as amended) processes /systems
Sinking Funds
Management Fees
Managing Agents - set up and relationships
Customer engagement and communications
Review of existing leases
Service Charge Audit
Review of Value for Money
To achieve;
Increased customer satisfaction
Recovery of all possible charges
Increased management and improved services delivered by managing agents
Homeowner review (3-4 months);
To review the total end to end current service offer for homeowners (leaseholders and shared owners), to give an analysis and recommendations for our future offer.
Areas in the review are;
Determine current service offer to homeowners
Core processes - marketing, sale, moving in, after sale, shared ownership management, leasehold management, repairs and maintenance (including defects), selling on
Systems and spreadsheets
Data - information required, stored and maintained to carry out core processes
People - team structures, roles and responsibilities
Communication and Standards including our websites
Deep dive customer analysis around customer expectations
To achieve;
A set of recommendations for implementation
A Homeowner Services policy along with a clear offer for Homeowners