Appointment to the Post of Customer Assessor - A252
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Appointment to the Post of Customer Assessor
A252
February 2021
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Contents
Introduction: .......................................................................................................................................... 3
About Northern Ireland Co-Ownership Housing Association Limited: ............................................. 4
Purpose, vision and values of Co-Ownership: ................................................................................. 4
Summary overview of the companies and services provided: ......................................................... 4
Current and Future Priorities:............................................................................................................ 6
Customer Service Directorate Structure: .......................................................................................... 7
Job Description: .................................................................................................................................... 8
Person Specification: .......................................................................................................................... 11
Co-Ownership’s Key Competencies: .................................................................................................. 14
Remuneration:..................................................................................................................................... 15
The Selection Process: ....................................................................................................................... 16
Shortlisting: ...................................................................................................................................... 16
Interviews: ....................................................................................................................................... 16
Appointment: ................................................................................................................................... 16
Proposed dates for this recruitment: ............................................................................................... 17
Further information/Queries: ............................................................................................................... 17
Equal Opportunities Monitoring Form:................................................................................................ 17
Other Information: ............................................................................................................................... 17
Return of Application Forms: .............................................................................................................. 18
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Introduction:
Applications are invited for the post of Customer Assessor with Northern Ireland Co-
Ownership.
Established in 1978 and working with our partners in government, we have transformed
affordable housing across Northern Ireland. Our vision is to use our expertise in affordable
home ownership solutions to provide as many eligible households as we can with an
opportunity to own their own home. Our mission is to build on the 30,000 affordable homes
we have already provided through Co-Ownership and also develop new and innovative
products in response to the changing demands within the market as a result of economic
changes.
Further details of the job description are provided later in this briefing document.
We very much look forward to receiving your application and learning how you see yourself
contributing to our organisation.
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About Northern Ireland Co-Ownership Housing Association Limited:
Co-Ownership (trading name of Northern Ireland Co-Ownership Association Limited) is
Northern Ireland’s regional body for shared ownership and the organisation that runs the Co-
Ownership Scheme. Over the past 40 years we have helped more than 30,000 households
in Northern Ireland to purchase the homes of their choice through shared ownership.
Purpose, vision and values of Co-Ownership:
Summary overview of the companies and services provided:
About Co-Ownership:
• Trading name of Northern Ireland Co-Ownership Association Limited.
• Registered Housing Association, R33.
• Industrial and Provident Society, IP200.
• Regulated by the Department for Communities.
• Registered charity in Northern Ireland, Charity Registration Number: NIC101435.
• Classified as a public body for many purposes, including equality.
• Set up to operate the Co-Ownership equity sharing scheme, exclusive to Northern
Ireland.
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About Co-Ownership:
• Launched in 1978.
• A DIYSO (Do-It-Yourself) form of shared ownership where purchasers identify the
starter home of their choice on the open market and apply to Co-Ownership, which
then purchases the property on their behalf.
• Properties and purchasers must qualify.
• Co-Owners are not tenants; their stake in the property is held under an equity
sharing lease arrangement with the opportunity to own the property outright at a
later stage.
• Entry is at an equity level determined by Co-Ownership (based on purchaser
affordability) between 50% and 90% of the property’s value. There are a number of
lenders that will provide mortgage for Co-Ownership purchases. A monthly rent is
payable to Co-Ownership on the unowned equity value.
• 30,000 properties have been purchased to date through Co-Ownership. Over 9,500
of these properties are currently still held on a co-ownership arrangement.
• The property acquisition programme flexes with available funding and is currently
planned at a minimum of 1000 additional homes per year for each of the next 3
years.
About OwnCo Homes:
• (Wholly owned private subsidiary of Co-Ownership).
• Company registered in Northern Ireland with company number NI619748.
• Works on not-for-profit principles.
• Funded by interest-free loans from government.
• Launch funding: £12.5m.
• Set up to operate the Rent to Own scheme, exclusive to Northern Ireland.
• Registered as a landlord under the Landlord Registration Scheme.
About Rent to Own:
• Launched in 2016.
• An affordable housing initiative for Northern Ireland to help renters become home
owners, it’s a fixed term rental commitment with an opportunity for home ownership.
• Properties and tenants must qualify.
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Current and Future Priorities:
This is a challenging and exciting time in the organisation’s history as it is actively engaged
in an on-going period of transformational change.
The current 3-year strategy, just in place, includes an organisational ‘Delivering Change
Programme’ as one of its 4 principal objectives. Programme highlights include:
• Developing and introducing additional new and innovative affordable housing
products to complement the Co-Ownership model.
• Developing mutually advantageous business partnerships with other housing
providers to support product and services diversification.
• Redesigning business processes, roles and IT systems, digital by default.
• Focusing on value for money and customer needs/wants to deliver a new
responsive, streamlined, and efficient service.
Co-Ownership currently employs 60 staff, has a rental income of £12.4m and a net worth of
£100m.
To find out more about Co-Ownership visit co-ownership.org
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Customer Service Directorate Structure:
Within the Customer Services Team there is a team of 30 people who are responsible for all
elements of the customer journey and ensuring our customers are supported until their house
purchase is complete. This team works to ensure we deliver exceptional customer service
and engage with our customers when they have questions or need guidance.
The role of Customer Assessor is an important role and reports directly to the Customer
Services Manager. As an Assessor, you will take ownership of our customer applications
and use your initiative and decision-making skills to assess the suitability of our customers
for Co-Ownership products.
You will ensure we exceed our customer expectations and drive continuous improvement
of our services and turnaround times for application processing.
Director of Customer Services
Customer Services Manager
Customer Assessor
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Job Description:
Job Title Customer Assessor
Reports To Customer Services Manager
The post holder will be a highly self-motivated individual with a
Job Summary willingness to seek out new ways of working and a passion for
service excellence. We work in a dynamic environment and the
post holder will be required to retain large volumes of
information accurately and adapt quickly to change.
They will be responsible for completing a full financial
assessment for all customers seeking to join Co-Ownership,
across the range of Co-Ownership products.
The post holder will work closely with the customer contact
team, assessing suitability of the customer and their proposed
home and supporting the customer through the home ownership
process end-to-end.
• Provide accurate and consistent information to applicants to
Key Functions maximise the suitability for Co-Ownership products;
• To act as an ambassador for Co-Ownership ensuring
customer receive equal standards of service and have been
dealt with in a professional manner and a high level of
customer services is provided at all times;
• To process applications for Co-Ownership products.
Duties and Assess Customers Effectively
Responsibilities 1. Work closely with Customer Advisers to resolve customer
queries and support customers through the application
process;
2. Use IT systems to full potential to manage the
assessment process and deliver an efficient and effective
service;
3. Provide assurance that customers and properties being
accepted onto Co-Ownership products are appropriate
and have been properly verified;
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4. Ensure that all the relevant data pertaining to customers
and properties have been effectively verified and
assessed including:
• Employment details
• Personal circumstances
• Banking details and transactional
behaviour
• Affordability indicators
• Identity and address verification
• Property criteria
5. Ensure all assessment decisions are made in accordance
with Co-Ownership’s policies and relevant legislation e.g.
data protection, fraud prevention etc.;
6. Drive prompt completion of purchase transactions to
meet budget requirements by liaising with purchasers,
estate agents, financial advisers, solicitors, builders and
government agencies;
7. Interview prospective customers to ensure that they are
fully conversant with the details of the purchase in
respect of legal and financial obligations;
8. Manage the pipeline of applications and acceptances to
deliver an excellent customer service and improve lead
times;
9. Escalate complex customer cases providing evidence to
support the application of discretion;
10. Be proactive in understanding and identifying
opportunities to refine the application process and
criteria to improve customer service and outcomes;
Promote the Co-Ownership Scheme
11. Participate in special events/functions to promote
awareness of the Scheme in the housing market –
evening and/or weekend working is required on such
occasions;
12. Promote a professional image of the organisation to all
customers including external agencies;
Other Activities
13. Undertake all such other duties as may from time to time
be required and in such a way as to enhance and protect
the reputation and public profile of Co-Ownership;
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14. To work on specific projects, policies and procedure
development as and when required to drive
improvements.
General
1. To operate according to Co-Ownership’s core values,
mission statement and Code of Conduct;
2. Work closely with other departments and across the
organisation to ensure consistent delivery of business
objectives;
3. To work in accordance within the provisions of Health and
Safety legislation and Co-Ownership’s Health and Safety
Policies and Procedures;
4. A commitment to equality and diversity and to encouraging
the involvement of all members of the community,
particularly vulnerable and hard to reach groups, in shaping
service delivery;
5. To comply with, and actively support, all the organisation’s
policies and procedures, and in particular those relating to
the delivery of ICT services, information security and Data
Protection;
6. To adhere to existing working practices, procedures and
undertake relevant learning and development activities;
7. To respond positively to new and alternative systems and
embed a culture of change and continuous improvement;
8. Undertake such additional duties as are reasonably
commensurate with the level of the post.
Note: This is not a complete statement of all duties and responsibilities of
this post. The post-holder may be required to carry out other duties in
keeping with the nature of the post as directed by the Customer Services
Manager.
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Person Specification:
Essential Desirable
A third level qualification (or
Qualifications equivalent).
In lieu of qualifications, Co-
Ownership will seek a minimum
of 4 years’ experience.
(With Qualification) Previous experience of
Experience A minimum of 2 years’ processing legal
experience working in a documentation.
relevant role to include
financial assessment and
working with financial
documents to make decisions.
(Without qualification)
A minimum of 4 years’
experience working in a
relevant role to include
financial assessment and
working with financial
documents to make decisions.
Additionally:
Previous experience working
within Financial Services
Sector and using credit scoring
methodology/assessment or
analysing credit bureau
information for judgemental
underwriting purposes.
Previous experience of working
in a customer centric
environment, delivering
customer service excellence.
Knowledge Working knowledge of Previous experience of
Microsoft Office including MS digitisation of existing
Word and MS Excel. processes.
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Confident navigating multiple IT
systems.
Knowledge of fraud prevention
processes including how to
identify potential fraud.
Strong digital skills to include
ability to adopt new technology
and ways to interact with
customers.
Skills Effective communication
skills, to include active
listening, verbal, written,
numerical and interpersonal
skills.
Ability to analysis information
from a range of sources, to
make a rational business
decision.
Ability to work collaboratively
with colleagues and carry out
tasks effectively, knowing
when to seek help, support,
and advice.
Ability to identify vulnerable
customers.
Ability to find positive
outcomes through, persuasion
and negotiation.
Personal Qualities Ability to communicate
effectively with a range of
customers including those
who are unsatisfied and able
to have challenging
conversations with
stakeholders.
Ability to work within a team
to achieve common business
objectives.
Self-motivated able to plan,
prioritise and have strong
organisational skills including
working to challenging
deadlines and under pressure.
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High attention to detail and
accuracy.
Ability to negotiate with key
stakeholders and develop
effective working
relationships.
Ability to process and handle
information confidentially and
sensitively.
Key Competencies Policy, Planning and
Governance.
Information.
Handling/Confidentiality.
Communicating and
Influencing.
Customer focus/Resolving
Queries.
Commercial and Financial
Awareness.
Team Working.
Other
Availability to include evening
and weekend working
(occasional and as required).
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Co-Ownership’s Key Competencies:
Policy Planning and The ability to demonstrate understanding of and commitment to the
Governance organisation and its vision and values. It is about working with
consistency, integrity and accountability.
Information Effective handling of confidential data or information which is data or
handling/ information intended for or restricted to the use of a particular person,
Confidentiality group, or class, or which contains information whose unauthorised
disclosure could be prejudicial.
Communicating and Developing relationships external to the organisation with a diverse range
Influencing of people that enable Co-Ownership to best serve the housing
marketplace. Using well-reasoned arguments to convince and persuade
where necessary to achieve a win-win solution. Developing relationships
internally which ensure organisational integration and effectiveness
alongside improvement of service.
Customer focus Customer focus is the commitment to putting customers first and ability to
deliver a consistently high quality service .Customers are both internal
(i.e. colleagues) and external (i.e. the community, tenants/service users
or other organisations).
Commercial and The combination of knowledge and skills that enables successful delivery
Financial awareness of the agreed business performance that our key stakeholders and Board
requires. Ensuring that we use the relevant financial and market
information effectively to inform our plans and make effective commercial
decisions.
Equalities and The recognition and valuing of difference in the broadest sense. It is
Diversity about creating a working culture and practices that recognise, respect,
value and harness diversity for the benefit of the organisation and all
individuals.
Leadership Leadership is the clear setting of goals and objectives linked to the
organisation’s vision. It is also about encouraging, supporting and
inspiring others to develop confidence, capability and to realise their full
potential.
Team Working Uses interpersonal skills to work co-operatively with colleagues, internal
and external partners, working pro-actively across cultures and
organisational boundaries, sharing information, new knowledge,
innovation and ideas.
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Remuneration:
Salary: Starting salary is £30,451 gross per annum on Spinal
Column Points 26 - 28 currently £30,451 - £32,234
gross per annum (pro-rata).
Health and Well-being: We offer a range of Health and Well-being options to
our staff including access to employee health checks,
flu vaccination, staff lunches and opportunities to
volunteer.
Hours of Work: This post is full time (37 hours per week) and based
in Co-Ownership’s office in Belfast City Centre. Flexi-
time is available for this role.
Pension Scheme: Northern Ireland Local Government Officers
Superannuation Scheme (NILGOSC). Co-
Ownership makes an employer’s contribution of
19.5%. Staff contributions range from 5.5% to 8.5%.
Private Health Insurance: This is offered to all permanent staff. Additional
membership for other family members can be
purchased through salary deduction.
Annual Leave: Annual leave for this role starts at 22 days plus 12
public holidays (if no prior service is recognised).
Learning & Development: Personal Development opportunities are encouraged
for all staff and Co-Ownership will pay for one
relevant professional membership. In addition,
attendance at any relevant seminars/conferences is
encouraged and there is potential for supported
external study.
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The Selection Process:
Application is by submission of an application form.
Shortlisting:
After the closing date has passed, all applications will be shortlisted against the
essential criteria, as described in the Person Specification and on the basis of the
information provided in the application form.
You will be asked to provide specific examples of how you feel you meet the Essential
Criteria as per the Person Specification. Desirable criteria may be used by the
Selection Panel to enhance and facilitate the shortlisting process.
Co-Ownership reserves the right to use occupational testing or assessment as part of
the recruitment process.
Applicants who appear, on the basis of the information provided within their
application, to best meet the criteria will proceed to the next stage of the recruitment
process.
Full details will be provided to all candidates in letter of invitation to each stage of the
process.
Interviews:
Only in exceptional cases will rescheduling of the interview date be allowed. If Co-
Ownership uses assessments or other testing then the interviews will take place once
this part of the selection process has been completed.
Appointment:
All applicants who are interviewed will be informed of the decision of the outcome of
their applications shortly after all interviews are complete.
Appointment is subject to satisfactorily meeting all pre-employment requirements
including proof of qualifications, satisfactory references, pre-employment health
questionnaire and Proof of Right to Work in the UK.
All applicants will be required to provide up to date contact details for 2 referees, one of
which should be your current (or most recent) employer. Referees will be approached
after conditional offer has been accepted by the applicant. We will not accept a referee
who is related to the applicant.
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Proposed dates for this recruitment:
Closing date: 4:00 pm, Thursday 11th March 2021
Short-listing: Friday 12th March 2021
Interviews: Friday 19th March 2021
Please note that these timeframes are indicative and provided for information purposes
only at this stage.
Further information/Queries:
Any queries should be directed to recruitment@co-ownership.org.
Equal Opportunities Monitoring Form:
Northern Ireland Co-Ownership Association (Co-Ownership) is committed to equality
of opportunity. Applicants are required to complete the Equal Opportunities Monitoring
Form and return at the same time as their application. The information is purely for
monitoring purposes. It is not made available to the selection panel and does not play
a role in the decision-making process. If the Monitoring Form is not returned then the
application will be deemed to be incomplete.
Other Information:
If your application is short-listed and you are invited to interview then we will supply you
with a declaration form to declare appropriate criminal convictions as defined within the
Rehabilitation of Offenders (NI) Order (1978) or all convictions as defined within the
Rehabilitation of Offenders (Exceptions) Order (NI) (1979) – (amended by 1987, 2001,
2003 and 2009 Orders).
Full guidance and definitions are supplied with these forms but applicants should be
aware of the existence of these forms and the necessity to complete them as accurately
as possible.
Once a decision has been reached to conditionally offer a post to an applicant the
convictions declaration form will be opened and reviewed. Should the information
contained therein require further clarification, a member of Human Resources will
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contact the applicant. If you are concerned and would like to seek further guidance then
you are advised to contact NIACRO (in confidence) on 028 90320157.
Return of Application Forms:
Completed application and monitoring forms must be returned by 4:00pm, Thursday
11th March 2021 by email to recruitment@co-ownership.org
We regret late applications will not be accepted.
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