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 point 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 feedback to management team on non-compliances. 2.You will contribute to our performance targets by chasing tenants for late rent, dealing with anti-social behaviour complaints,dealing with tenants’ complaints, letting our homes quickly, and the effective management of the homes and tenants you have. 3.Complete telephone assessments for accommodation for general needs and support. 4.To deputise for Housing Officers when required. 5.To support the Housing Service Manager and Property Service Manager to provide administrational duties for the department (i.e. Minute taking, filing, scanning, CORE, LA Nominations, Supported Returns etc.) 6.To report any suspicions of safeguarding issues relating to customers to in line with the relevant policy. 7.To attend any training courses which are deemed necessary to the fulfilment of the job 8.To take reasonable care that there is no unauthorised loss or disclosure of personal data or a breach of confidentiality in accordance with the provisions of the Data Protections Act. 9.To frank outgoing post. 10.Suggest innovative ways of moving forward in how administration is dealt with. 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 led on void turn around and will liaise as appropriate with Operations staff over, voids, repairs and maintenance issues, to ensure appropriate solutions are delivered. Record Keeping You will update and maintain all manual and computerised records in an accurate and timely manner. Health & Safety The post holder must comply with employer’s health and safety policy and in particular 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 by their omissions To cooperate with their line manager to work safely, to comply with health and safety instructions and information and undertake appropriate health and safety training as required To report to their manager any health and safety concerns, hazardous condition or defect in the health and safety arrangements. Any Other Duties You will represent Nehemiah UCHA externally in an appropriate and professional manner. You will promote equal opportunities and diversity in the workplace, in the provision of housing services and in the wider community. You will 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 GCSE’s English and maths C and above Good IT skills and know how to use 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 recruitmentnehemiah.co.uk to be considered for shortlisting.