Responsible for the delivery of an effective and highly efficient tenancy service. This will include tenancy and income management and maximisation across all Housing Services areas.
- Prevent arrears through early contact with tenants and take appropriate steps and actions for arrears recovery. Work with other teams, services and agencies to ensure the customer receives necessary support and advice to sustain their tenancy.
- Respond to telephone, written and face to face enquiries across a full range of housing management activities. Operate in an efficient and customer focused manner.
- Undertake visits, inspections, tenancy audits, consultation to housing owned properties, maintain accurate and timely records and take all appropriate action to enforce the conditions of tenancy and prevent housing fraud.
- Maintain, on a day to day basis, IT and information systems, including ensuring data is correct and current and entered accurately.
- Develop and maintain a good working knowledge of housing law and best practice, and provide appropriate advice to residents, and other Council services, organisations and agencies.
- Carry out when directed by a Team Leader when necessary legal action(s) including evictions when the customer doesn’t engage and all other options have been exhausted.
- Be visible working across housing areas and estates carrying out various duties and tasks.
- Complete tenancy viewings and sign ups, link into Tenant Participation, Estate Inspections, and other housing departments as and when directed to do so.
The post holder will provide a quality front facing service to customers of Housing Services. This is a highly visible post working to agreed performance targets and service standards and the post holder will be expected to contribute to recommending actions to help the service increase efficiency and achieve effective outcomes and productivity.
The post holder will work with set procedures but may need to work outside of these using their own initiative.
The post holder will need to organise their workloads in the needs of the service and legislation. A variety of deadlines will need to met as and when required and flexible and responsive working will be required. There will, at times, be the need to work outside of normal office hours.
Physical Effort: This post will not require any physical effort other than when travelling and visiting sites.
Working Environment: The post holder will be required to work across the Area Housing Management teams. The post holder must be highly visible, agile and mobile.
- Demonstrate experience of dealing with front line enquiries from members of the public
- Demonstrate experience of administrative systems and processes
- Able to communicate fluently, effectively and politely both verbally and in writing, with a range of people at all levels, including customers, internal colleagues and external agencies.
- Computer literacy & keyboard skills
- -Able to. input, analyse & extract data
- -Able to use Microsoft Word and Excel
- Demonstrable numeracy skills
- Able to work with self and others to meet deadlines and targets, work on own initiative, priorities and organize demanding workloads.
- Demonstrable knowledge and understanding of equality issues in relation to Housing services and other departments
- Demonstrate current housing legislation, welfare reforms, including current housing issues presented
- Be educated to a good standard (GSCE, A-level, or equivalent experience)
- Able to attend meetings and undertake work outside of normal office hours, including weekends and able to respond to emergencies outside of normal office hours.
- Full driving license with business insurance and access to own car