To achieve Customer Service Standards.
To ensure the delivery of Our Customer Promise.
Delivery of all KPIs as set out within operational / service improvement
plans and individual objectives.
To maximise income for both arrears management, lettings performance
and void turnaround working with the CSC and Property Colleagues.
To work with Colleagues to gain access to our properties when required,
for example to ensure H&S requirements are met.
To work with Development in the delivery of new homes.
Knowledge of service charges setting and monitoring, including
presentation of information appropriately to customers in person and in
writing.
Hold a current UK driving license and be able to travel for work, including
lone working where needed.
Experience of working within a customer-focussed role and able to
demonstrate effective relationship-building, negotiation and conflict
resolution skills, demonstrating empathy with customers.
Ability to self-manage and prioritise; demonstrable ability to reach sound
evidence based decisions, including in a lone working/mobile working
environment.
The ability to adapt communication style appropriately in order to deal
valued behaviours.
Ability to manage conversations and meetings drawing them to a timely
conclusion.
Excellent knowledge of housing and neighbourhood management,
housing law, Universal Credit and welfare benefits and reform and how
this relates to the work of a Registered Provider.
Able to work in a multi-agency environment.
Effective written and verbal communication skills, including computer
literacy.
Ability to manage and prioritise heavy workloads with the ability to meet
conflicting deadlines.
Understanding of relevant environmental and social issues and their
impact on service. Able to work within a framework of continuous
development and improvement with a willingness to learn and share new
ways of working and undertaking required qualification such as CIH level
3 or equivalent.
To improve customer access to our services and improve business
efficiency by raising awareness of the varied customer access channels
and working with CSC colleagues to ensure that customer needs are met.
Develop and maintain strong working relationships with Customer Service
Centre (CSC) colleagues, and others, to ensure collaborative, cross
functional working to achieve key performance indicators.
To respond to requests from property colleagues on supporting
individuals and / or groups of customers with initiatives that address their
needs and improve their quality of life opportunities and hold regular
neighbourhood surgeries
Manage estates to maintain standards, including carrying out regular
inspections with our stakeholders and customers as a means to identify
any repairs, improvements, health and safety concerns or other issues to
sustain excellent communities where people choose to live.
To support active customer groups.
Promote Home as the landlord of choice by acting as an ambassador to
develop and maintain a positive relationship with its customers.
To liaise with property colleagues and provide information to inform
Planned Work programmes and actions arising from Fire Risk
To develop relationships across Home Group and support the
organisation and colleagues to achieve results and improved
performance.
Work with colleagues to assist in effective risk management and
ownership.
To undertake all reasonable training activity designed to support you in
your role.
Apart from a responsibility for your own health, safety and welfare, ensure
that staff under your supervision perform their duties with due regard to
our Health and Safety Policy, Procedures and Safe Systems of
Work in a safe working environment.
Promote equality and diversity as an integral aspect of working at Home
and lead by example.
To undertake any further duties as requested by your Line Manager
commensurate with the level of your post.
Barker Ross Group values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business