Policy Administrator - Riverside Group : Job Details

Job Title: Policy AdministratorContract Type: Permanent Salary: £25,175.99 per annumWorking Hours: 35 hours per weekWorking Pattern: Monday to Friday - HybridLocation: Arlington House, London, CamdenIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.The difference you will make as a Policy Administrator:You will be responsible for supporting the Group Policy - Rent and Service Charge function in administering its policies and procedures. Support with the accurate formulation of rent and service charges for all customer types and the maintenance of associated calculators.You will provide a customer focussed Policy service on Rent and Service Charge, delivering support to finance and operational colleagues regarding rent and service charge matters including associated business rules and formulae.About youWe are looking for someone with:

• Excellent attention to detail with the ability to work under pressure, delivering to strict deadlines.
• Ability to use balanced, evidence approach to support decision making, as required.
• Customer focused, communicates clearly, concisely and articulately, both verbal and written, showing the ability to meet the needs of a varied customer base.

Why Riverside?At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.Working with us, you’ll enjoy:

• Competitive pay & generous pension 
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to avoid disappointment.Role Profile

Provide support to the team in administering rent review and service charge processes for the Group, ensuring statutory deadlines are met.

Horizon scanning and keeping up to date with current polices, legislation and latest thinking and trends

Support the Policy Advisors in providing excellent customer service by actively responding to requests for information, from both internal and external customers.

Coordinate and administer the internal and external communication.  Accurately record and deal with informal queries aiming to resolve at first contact.

Support the Policy Advisors on all internal rent or service charge queries ensuring accurate and consistent application of charges and rent or service charge calculations across the Group. 

Support the Policy Advisors on the development of procedures and supporting information for the Group on how to handle both standard rent setting and property/customer exceptions ensuring the correct protocols are followed at all times.

Support the Rent & Service Charge Policy team with recording new developments and ensuring the appropriate rent and service charge channels are established.

Maintain system records to ensure accurate data is held and issues are escalated to the Policy Advisor in line with agreed procedures and service level agreements.

Manage internal and external stakeholders effectively, building constructive working relationships to effectively deliver the Group’s Rent and Service Charge Strategy. 

Support the Policy Advisor to provide accurate and timely data as required to address customer queries and for review by others to support decision making.

Develop knowledge of regulatory, legal and supporting systems knowledge to ensure effectiveness in role and your own continued professional development.. 

Actively contribute to the continuous improvement of processes, systems and procedures. 

Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.

Ensure all GDPR requirements are met in accordance with the Group’s policy, procedures and statutory requirements. 

Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirementsBe prepared to work flexibly outside normal office hours, where...