bpha ROLE PROFILE (Template and Explanation of Content)

JOB TITLE: / Sales Advisor (New Build) / REPORTS TO: / Senior Sales Advisor
POSITION LEVEL:
JOB PURPOSE: / Our New Build Sales Advisors are responsible for the marketing and selling of bpha’s Shared Ownership New Build properties, including Extra Care / Older Persons schemes.
All Enquiries will be dealt with promptly, efficiently and professionally. Customer service to all clients, colleagues and stakeholders will be first class and you will go above and beyond what is expected of you in order to deliver. You will deliver a timely, customer focused sales service in order to maximise sales of properties, in turn generating income and reducing sale transactions and void times.
Team members will have a proactive approach to generating interest in the products we offer, along with the properties available. We expect you to put forward new ideas and ways of working to generate interest, improve customer service and ensure the team meet and exceed their targets and key performance indicators.
You will be responsible for making sure all marketing material is available, honest, transparent and up to date.
You will be responsible for accurately recording all customer information onto our in house systems, making sure that management reporting is in turn accurate.
You will be also assist the Senior Sales Advisor in other team duties as and when required.
KEY RESULT AREAS / PERSON REQUIREMENTS
  1. To be the first point of contact for all shared ownership enquiries and leads; providing a first class, professional, timely and caring service to customers.
  2. To maximise the number of sales from leads generated.
  3. To contribute to the team’s sales targets and key performance indicators in turn having a positive impact on sales achieved, income, void time and first tranche sales percentages.
  4. To build and maintain excellent relationships with purchasers and potential purchasers.
  5. Assessing applicant’s eligibility including affordability, sustainability and completing credit checks.
  6. To gain, maintain and constantly improve an excellent knowledge of the developments we build and the homes we sell.
  7. Organise and attend events, open days and viewings.
  8. Attend property handover (completion appointments) to purchasers.
  9. Continually update and maintain marketing material in order to ensure availability of accurately provide applicants with clear, relevant information (including adverts, brochures, websites and site signage).
  10. To ensure all communications are appropriate and to a high standard.
  11. Ensure that all business practises are in line with appropriate and current legislation, in particular the Homes and Communities Agency (HCA) Capital Funding Guide, Consumer Protection Regulation 2008, Estate Agency Act 1979, Financial Services Act 2004 and bpha’s Data Protection Policy.
  12. Highly competent with bpha’s policies and procedures.
  13. To liaise with internal and external stakeholders such as Home Agents and Local Authorities with regards to nominations.
  14. To accurately record and maintain bpha’s record keeping system, therefore providing accurate data for departmental and management level recording.
  15. To assist Management in reporting where required
  16. Deal effectively with administration and documentation relating to Shared Ownership sales.
  17. To ensure all documentation is processed in accordance with set policies and procedures, within agreed time scales and for auditing purposes.
  18. Support the preparation of weekly sales/marketing activities to ensure performance standards are met, progress is chartered and procedures are complied with for weekly meetings with the Senior Sales Advisor.
  19. Deliver a knowledgeable approach to all tasks.
  20. To assist colleagues when required, with the transactional sales progression of plots through to Completion.
  21. Continually suggest ways to improve and update marketing material, as well as different ways of working.
  22. To work closely with colleagues in the Sales Team, Development Team and Technical Services Team to ensure best practise and high levels of customer service are met and maintained at all times.
  23. To keep up to date of any major and relevant changes within the property market.
  24. To present a positive image of bpha through all dealings with prospective/existing purchasers.
  25. To assist colleagues when and where required, with transactional sales progression.
  26. Continually suggest ways to improve and update marketing material and ways of working.
  27. To work closely with colleagues in the Asset Sales Team, New Build Sales Team and Development Team to ensure best practice and high levels of customer service.
  28. To keep up to date with any changes in the property market.
  29. To liaise, develop and maintain good working relationships with Financial Institutions, Mortgage Brokers and Solicitors to ensure Sales progress within agreed time scales.
  30. To have good knowledge of low cost home ownership schemes, bpha’s products and products used within bpha’s properties.
  31. To monitor and give feedback on the effectiveness of specific advertising and marketing.
  32. To meet or exceed individual targets and objectives as set by Sales Team management.
  33. To ensure purchasers are kept up to date with regards to their purchase, and are notified of any changes to specification or completion dates in a timely manner.
  34. To build and maintain excellent internal working relationships with colleagues across all areas of the business.
  35. To comply with bpha’s customer service standards, values and behaviours at all times.
/ Attributes
  1. Sales orientated individual who consistently demonstrates the ability to work towards and meet or exceed targets set.
  2. An enthusiastic individual who demonstrates a ‘can-do’ attitude who is committed to achieving high levels of performance and customer satisfaction with an eye for accuracy and attention to detail..
  3. To be able to work individually whilst part of a team to deliver the organisations goals.
  4. An individual who provides a first class, consistently high level of customer service both to external customers and internal colleagues.
  5. Must be able to work in a target based environment demonstrating their ability to go the extra mile in order to succeed.
  6. Flexible in your approach to work and changes in the sector.
  7. Flexible with days and hours worked as evening and weekend work will be required.
  8. A commitment to equality and diversity with a positive approach to supporting others.
  9. Must be self-motivated and driven.
  10. Must have a pro-active approach.
  11. Able to work in a busy, fast moving sales environment with the ability to prioritise work at busy times.
Skills
  1. A high level of IT literacy is essential in Microsoft Excel, Word and Outlook.
  2. Well developed communication skills: verbal, written and presenting.
  3. The ability to negotiate and influence others whilst listening to needs and concerns.
  4. Able to form effective working relationships with a range of stakeholders.
  5. Demonstrate excellent collaborative skills when working with colleagues and stakeholders.
  6. Clarifies customer’s needs to ensure the service delivered meets or exceeds our customers expectations.
  7. Excellent organisational skills.
Knowledge and Experience
  1. Experience in a sales environment such as estate agency, new homes sales or a housing association.
  2. Experience of working in a customer focused environment.
  3. Experience of working in partnership and building relationships with a range of key stakeholders.
  4. Knowledge of Low Cost Home Ownership schemes and local housing markets.
  5. An understanding of the conveyance process.
  6. Knowledge and experience of using customer relationship management (CRM) databases.
Qualifications
No essential qualifications required.
VALUES AND BEHAVIOURS:

CUSTOMER FOCUS ACCOUNTABILITY INNOVATION

‘Putting customers at the heart of everything we do’ ‘Say what you do and do what you say’ ‘Make change count’
COLLABORATION EFFICIENCY
‘It’s great working together’ ‘Thinking, delivering, learning’
INTEGRITY
‘Passionate about doing the “right” thing in everything that we do’
Special Requirements: e.g. essential car user, shift working required
There may be occasions when the role holder will need to travel on bpha business - the role is designated an essential car user and the role holder will, therefore, need the use of a car, a valid driving licence and insurance for business purposes
Role profiles are a snapshot of requirements at the time of writing; content may change from time to time to ensure that roles continue to meet the changing needs of the business

W:\Templates\Resourcing\Role Profile with Instructions May 2013.docx