JOB PURPOSE:
1. To deliver an outstanding service in Neighbourhood Management Services for residents including face-to-face, telephone, email, virtual communication whilst ensuring pace and empathy is provided.
2. To provide a high level of customer service to residents and ensure that the service is seamless and proactive, working well with all relevant teams.
3. To coordinate and lead with Neighbourhood Management Services functions, such as mutual exchanges, tenancy visits, Right to Buy applications whilst ensuring excellent customer services for residents.
4. To assist residents visiting reception or calling with their enquiries and providing a first-class service that represents the Council’s values and establish a close working relationship with key teams and services to triage any queries to the relevant departments.
DESCRIPTION OF DUTIES:
1. Deliver reception services to all residents and visitors attending any housing office sites, addressing queries at reception regarding tenancy matters and low-level anti-social behaviour; re-directing calls and enquiries where necessary to relevant officers and teams across Housing Management or other departments when needed.
2. To be responsible for incoming and outgoing housing management post, emails and tasks received from the CRM Team Queue and allocate to the relevant teams across the Council. Scan and create cases of incoming post and correspondence from residents.
3. To promptly assign any incoming Members Enquiries or Complaints to the relevant officers/managers to investigate and diarise these for a response.
4. Ensuring the signing of new tenancies are scheduled in diaries promptly, within set target times and prioritise this area of work so as not to impact on void turnaround times.
5. Creating welcome packs for new residents, ensuring that there are enough available for upcoming new tenancies.
6. Compile relevant data for Subject Access Request, Freedom of Information and Court files.
7. Lead on the mutual exchange process to ensure statutory deadlines are met including arranging surveyor visits and ensuring gas and electric certificates have been provided.
8. Monitor Fire Risk Assessments actions for Neighbourhood Management Services and working with the Estate Services Team ensuring that these are processed in a timely manner.
9. Process any tenancy agreement requests for residents.
10. Scheduling quarterly Estate Inspections including diary invites and arranging for posters to be placed on estate noticeboards.
11. Ensuring that the Neighbourhood Management patch and contacts lists are kept up to date. Informing the Senior Resident Services Officer with letting residents know when there are changes in their lead Neighbourhood Services Coordinator or Neighbourhood Management Team Leader.
12. Drive performance for the department by prompting Neighbourhood Services Coordinators when there are upcoming key deadlines. Escalating any concerns in delays to the Senior Resident Services Officer.
13. Managing Sitex placements and ensuring any new requests are authorised by relevant management and monitored.
14. When prompted by Neighbourhood Management Teams, to send out yearly confirmation letters to tenants who successfully complete their introductory tenancy periods.
15. Schedule essential tenancy appointments for the Neighbourhood Management Teams.
16. Monitor any warrants or forced entry appointments and ensuring that actions are taken promptly to meet gas compliance targets.
17. Assist with the delivery of project work as and when required.
18. Produce minutes and collate the agenda and paperwork for Neighbourhood Management meetings. This may include some evening meetings as directed by the Senior Resident Services Officer or Neighbourhood Resident Services Manager.
19. To work with the Neighbourhood Management Teams with recruitment including processing new starter requests and to ensure all IT equipment is ordered in a timely manner.
20. Provide guidance to new starters within Neighbourhood Management with training on relevant systems.
21. Work with residents who attend the Housing Management Offices and require assistance accessing services.
22. Complete the initial Right to Buy process within Neighbourhood Management.
23. Provide the initial point of contact for all queries at reception.
24. Ensure that the information held in the office reception area or on estate noticeboards are up to date, relevant and easily accessible to visitors.
25. Assist with programming cloud base fob systems for residents.
26. Manage and maintain the estate (housing management) parking database boroughwide and respond to parking related queries and process any new requests or changes.
27. To record and respond to correspondence from members of the public in relation to parking fines and other relevant enquiries.
28. Be responsible for the receipt of all cash payments from customers.
29. Any other analogous duties.
Must have: excellent Customer Services skills or experience on a reception desk/ or dealt with resident queries.
Essential Skills:
* Maintain confidentiality
* Approachable and accessible
* Open to change
* Meet deadlines in a fast-paced, high-pressure environment
* Can support and maintain administration processes and systems.
* Achieve targets, goals and standards
* Good standard of written and oral skills
* Experience in minute taking
* Exceptional customer services skills
* Can work on own initiative and within teams to provide a seamless service to customers
* Use technology proficiently
* Work well with people at all levels
* Putting others first
* Sharing best practices
* Problem Solving
* Partnership Working
* Customer focus
If you are interested in this role please do reach out to me via email or telephone!
amberrayment@carringtonblakerecruitment.com
020 753 766 07
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