Referrals and Regulatory Enquiries Advisor

Job summary

We are looking for a Referrals and Regulatory Enquiries (RRE) Advisor to join us at the Regulator of Social Housing (RSH) to deliver a first-class service to a wide range of stakeholders who contact us.

As an RRE Advisor, you will work as part of our frontline team to effectively handle queries and referrals from all stakeholders who contact the regulator. This includes tenants, registered providers, and elected representatives.

You will be responsible for assessing, recording and responding to a broad range of enquiries, referrals and complaints. You will do this at pace and in line with our service standards and will ensure that any follow-up actions are completed.

Job description

Our RRE Team plays a key role in supporting the delivery of our frontline regulation by managing and responding to regulatory enquiries, referrals and complaints, and making sure our processes and procedures are correctly followed.

You will be also responsible for managing contact from a wide range of stakeholders, including tenants and tenant groups, registered providers, elected representatives and other statutory bodies such as the Housing Ombudsman. You will ensure our responses are communicated to stakeholders in a clear and transparent way.

Person specification

As the successful candidate you should have excellent written and oral communication skills, with the ability to provide clear responses to complex or contentious issues. You should also have strong relationship building skills, with the ability to work across team boundaries in a joined-up way.

You will be able to exercise judgement and will be confident interpreting guidance to make decisions. Previous experience of working in a contact centre environment or knowledge of the housing sector would be desirable.

Benefits

Alongside your salary of £37,981, Regulator of Social Housing contributes

£11,003 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

Why work at RSH?

At RSH, we offer a fantastic range of benefits including a 35 hour working week, 33 days annual leave and access to the Civil Service Pension Scheme.

Our staff survey results consistently show that our staff think that the best thing about working at the RSH is our flexible and hybrid working, along with our family friendly policies that support work-life balance.

We also offer access to our staff discount scheme, cycle to work scheme, a Nuffield Health Screening; and a range of other well-being focussed benefits. Full information on this and our other fantastic benefits is available on our website .

Location

We operate a hybrid model of working with a mix of office and home working, as well as offering a range of flexible working arrangements.

This role will be based out of our Leeds office, where our RRE team are based. Most roles involve some travel within England between our offices, with some roles also involving onsite visits to social housing providers.

Benefits and Salary

At RSH, we offer a competitive salary along with a range of excellent benefits; full information is available on our website .

The salary for this role is a spot salary within the given range, which will normally be the minimum of the range. There is no incremental progression through a pay scale. Annual salary reviews are determined by the government pay award.

Things you need to know

Application process

For more information on the role, please see the attached Role Profile.

To apply, please complete the online application form on the RSH careers site detailing your experience. We will also ask you to provide a supporting statement or to answer specific role related questions, detailing how you meet the criteria of the role, which will be used in assessing your application. Guidance on the application process is available on our website.

Candidates must have valid right to work in the UK, as unfortunately we are unable to provide sponsorship and must also meet the requirements outlined in the Civil Service Nationality Rules. Please see our website for more information.

Commitment to equality and diversity

Our anonymous shortlisting process helps to ensure fair and consistent recruitment decisions, based solely on skills and experience.

We are a Disability Confident Employer and shortlist those who best meet the minimum criteria as part of our commitment.

We are passionate about building a diverse and inclusive workplace, where everyone feels valued and respected and has the opportunity to thrive. We welcome applications from individuals of all backgrounds, beliefs, identities and life experiences, recognising that varied perspectives enrich our organisation.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Interviews

Interviews are expected to take place on 28th September and will be held in person in the Leeds office. We expect this to be a one stage interview process.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the

Civil Service People Plan (opens in a new window)

and the

Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window) .

Once this job has closed, the job advert will no longer be available.

You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : careers@rsh.gov.uk
• Email : careers@rsh.gov.uk

Recruitment team

• Email : careers@rsh.gov.uk

• Attachments
• RRE Advisor - role profile Opens in new window (pdf, 99kB)
• Working at RSH Opens in new window (pdf, 1401kB)
• Apply at advertiser's site
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