With over 15,000 homes, Norwich City Council is one of the larger stock-holding authorities in the country. Within housing, we focus on healthy and sustainable tenancies and we need someone who can help us to make a difference to the lives of our tenants.
We have a vacancy for someone committed to supporting several housing management based teams. We are looking for candidates with experience of providing excellent customer service whilst possessing the ability to deal sensitively with customers from a range of backgrounds. Candidates should be able to self-motivate as well as work as part of a team to reach individual and team goals. Candidates will have the ability to communicate effectively via a number of methods and display keen attention to detail. Candidates should have the ability to work with financial figures and carry out required calculations using the software available.
Job Description
To be successful in this role, you will need to be a confident IT user, be thorough and well-organised, and have excellent interpersonal skills when dealing with stakeholders and tenants as well as colleagues.
Previous knowledge of working in a housing related field would be an advantage, but not essential. You will be required to gain a working knowledge of appropriate legislation and procedures within your area of responsibility, as well as the service’s information systems, within an agreed period of time.
The successful candidate will work as part of a team of Housing Support Assistants to provide support to a number of different teams. The workload is based on a rota system due to the varied nature of the tasks. This support can include the inputting of information into our IT system, the processing of invoices, the ending of tenancies, writing to tenants and other stakeholders, and the processing of insurance claims. The ability to prioritise workload and the willingness to work with colleagues to resolve tasks is necessary in this role.
Responsibilities
1. Deliver excellent customer service to both internal and external customers.
2. Arrange face-to-face or telephone interviews and sign-ups with customers.
3. Arrange maintenance visits for various contracts within our schemes.
4. Communicate with customers by letter, email, telephone, and text message.
5. Liaise with internal and external organisations and agencies as required.
6. Ensure that the appropriate IT systems are up to date reflecting changes in circumstances, following the appropriate procedures and guidelines.
7. Provide general office and administration support, as required including finance and following the corporate purchase to pay systems.
8. End and input new tenancies/transfers and mutual exchange information onto relevant systems as a priority.
9. Complete all void admin processes.
10. Manage the administration of ordering supplies and stationery as required.
11. Assist in the support of office systems.
12. Support housing officers in case work as required.
13. Ensure tenant/resident consultation and participation are treated as core activities, central to the effective management of tenancies and neighbourhoods and undertake all relevant administration.
14. Work with the team to effect the implementation of changes/initiatives necessary to improve service delivery.
15. Ensure corporate and service targets/standards are met.
16. Manage own workloads accordingly.
17. Any other activities which fall broadly within the scope of this post and are of a similar level of responsibility.
Skills Required
1. Communicate effectively, in writing and verbally with stakeholders, members of the public, and colleagues.
2. Deal sensitively with clients from a wide range of backgrounds.
3. Implement changes within agreed deadlines.
4. Deliver a high level of customer care.
5. Excellent team working skills.
6. Work in a pressurised, fast-moving environment gauged by tight deadlines.
7. Effective time management skills.
8. Approach work in an organised and methodical way with excellent attention to detail.
9. Competent user of computers and general IT including Microsoft Office package.
Educational Requirements
Good standard of general education including literacy and numeracy.
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve. To find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK.
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life, or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays, and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation, or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore, it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
* All employees are eligible to join the Local Government Pension Scheme (LGPS).
* Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro-rata for part-time employees.
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas.
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support.
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