The Role
The role is a member of the Operations Department (specifically the Housing Service team).
General Description of Duties
You will be one of the first points of contact in the Operations Team for tenants, contractors, and other stakeholder queries. You will ensure queries are reported to the relevant officers in our department.
You will build and maintain customer relationships, from the point you welcome new tenants to when they leave and stakeholders visiting the office.
You will provide administrative support to the Operations Team as agreed via the Housing Services Manager.
Key Responsibilities:
1. Review lettings, waiting list (supported housing), and voids by doing monthly audits and providing feedback to the management team on non-compliances.
2. Contribute to our performance targets by chasing tenants for late rent, dealing with anti-social behaviour complaints, handling tenants’ complaints, letting our homes quickly, and effectively managing the homes and tenants you have.
3. Complete telephone assessments for accommodation for general needs and support.
4. Deputise for Housing Officers when required.
5. Support the Housing Service Manager and Property Service Manager with administrative duties for the department (i.e., minute taking, filing, scanning, CORE, LA Nominations, Supported Returns, etc.).
6. Report any suspicions of safeguarding issues relating to customers in line with the relevant policy.
7. Attend any training courses deemed necessary for the fulfilment of the job.
8. Take reasonable care to prevent unauthorized loss or disclosure of personal data or a breach of confidentiality in accordance with the provisions of the Data Protection Act.
9. Frank outgoing post.
10. Suggest innovative ways of improving administration processes.
Stakeholder Relationships
You will establish and maintain excellent relationships with external partners and stakeholders by liaising with internal and external stakeholders.
Property Management
You will lead on void turnaround and liaise as appropriate with Operations staff regarding voids, repairs, and maintenance issues to ensure appropriate solutions are delivered.
Record Keeping
You will update and maintain all manual and computerized records accurately and in a timely manner.
Health & Safety
The post holder must comply with the employer’s health and safety policy and is required:
* To take reasonable care for their own health and safety at work and of those who may be affected by their actions or omissions.
* To cooperate with their line manager to work safely, comply with health and safety instructions, and undertake appropriate health and safety training as required.
* To report to their manager any health and safety concerns, hazardous conditions, or defects in the health and safety arrangements.
Any Other Duties
* Represent Nehemiah UCHA externally in an appropriate and professional manner.
* Promote equal opportunities and diversity in the workplace, in the provision of housing services, and in the wider community.
* Take responsibility for personal development.
* The job is likely to change over time, and the post holder may be asked to carry out other duties to maintain the efficiency of the Operations Department Service. The Association reserves the right to amend this job description as the needs of the job change following discussion with you.
Qualification(s)
Essential
* GCSEs in English and Maths at grade C and above.
* Good IT skills and proficiency in using Word, Excel, and email.
* Experience in customer service roles or a willingness to learn (E-learning options available).
* Attention to detail.
* Experience of achieving targets and results.
Desirable
* Experience of working in social housing.
* Full driving licence and access to a car.
* Comprehensive knowledge of the Housing/Building Sector.
* Experience of interviewing and negotiating with customers.
* Knowledge of welfare and Housing Benefits.
* Experience of minute taking.
Please submit your CV to recruitment@nehemiah.co.uk to be considered for shortlisting.
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