Hailsham, East Sussex
£10.83 - £11.38 per annum
11 months ago
Our client is seeking a Housing Options Support Officer on an initial 4 month contract with the possibility of an extension.
37 Hours per week
Monday - Friday
As a member of the Housing Options Team - To provide and maintain a high quality and reliable service to customers seeking access to housing options services and other Council services. To administer Council systems and provide administrative and clerical support to other staff within the authority, and to carry out specialist housing functions as required.
Duties and Responsibilities:
- To provide first point of contact for the Housing Options team - receive, record, administer and process enquiries from members of the public and others in connection with the Housing Options service. To provide support to the Housing Options Team Leader, the Housing Options & Strategy Manager, and the team as required.
- To maintain accurate records relating to customer enquires, to organise work patterns to respond to customer needs, and to work with others to assist the customer.
- To communicate with customers and ensure that all accurate and relevant information is elicited from and received by customers and others making enquiries of the councils service. To ensure methods of communication are adapted to customers needs and to undertake such duties as the Head of Housing and Housing Options and Strategy Manager may require.
- To develop positive personal image to customers and respond with empathy to customer's needs whilst managing customer expectations.
- To identify and interpret problems affecting customers and provide basic housing advice. To work with other team members and teams to deliver solutions.
- To administer all departmental and Council wide systems for service provision and monitoring. To include all systems for homelessness, housing advice, housing register and lettings, updating of customer records and housing applications, complaints register and other systems responsible for monitoring Homelessness and Housing register.
- To be responsible for maintenance of accurate records, to include customer enquiries, files, file notes, written correspondence and electronic communications, storage and retrieval of data, for performance and financial monitoring purposes.
- To undertake duties in relation to office administration including ordering of supplies and stock. To be responsible for administering financial systems for creditors, debtors and purchasing.
- Service Support To provide clerical and administrative support to housing options officers and allocations officers and to ensure delivery of service standards to customers.
- To deal with and distribute post on behalf of the housing service, log all post correspondence for the housing options team and disseminate to relevant staff.
- To log all housing applications and re-registrations, issuing reminders and correspondence in connection with applications for housing. To provide support to Allocations staff in dealing with housing applications.
- To provide personal assistant support to senior managers as required to include assistance in organising meetings, note taking, appointments, and responding to enquiries and correspondence.
- To ensure telephone cover is provided for front-line services during office hours.
- To obtain and analyse feedback from customers on a regular basis and to propose improvements in service delivery based upon such feedback.
- To initiate changes in response to customer needs and demands whilst balancing the needs of the customer and the organisation.
- To monitor and evaluate existing services and changes to services to ensure service delivery.
- To fully participate in individual and team training and development exercises to ensure the dissemination of best practice in service delivery.
- To undertake such further duties commensurate with the level of the post as may be required from time to time.
- To abide by the Council's Equal Opportunity Policy Statement which makes commitment to promote equal opportunities and race equality in the council.To act in accordance with the Council's Health and Safety Policy to take reasonable care for your own health and safety and that of others who may be affected by your work activity.
- The duties of the post may on ad hoc occasions require members of staff to work in other locations within the district and work outside normal office hours (for example attendance at tenants meetings or consultation exercises).
Skills and Responsibilities:
- Experience of using computer systems.
- Experience of dealing with customers in a front line social housing or similar local authority environment.
- Experience of working in a local authority allocations or homelessness team would be advantageous.
- Qualifications/Educational level
- GCSE Grade C or above in English Language or NVQ Level 2 Administration (or equivalent qualification), or can otherwise demonstrate relevant level of literacy through work experience.
- Practical, working knowledge of housing advice, homelessness or allocation.
- Ability to work with flexibility in a team.
- Ability to write letters and deal with general correspondence.
- Ability to interpret customers needs and provide solutions face to face and over the telephone.
- Ability to problem solve, deal with difficult situations and manage customer expectations
- Occupational Requirement to have a command of spoken English sufficient for effective performance. Applies to public facing roles where regular face-to-face or telephone contact is intrinsic to the role.
- Personal Qualities
- An ability to manage customer expectations whilst demonstrating empathy towards customer's situations and respond appropriately in a professional manner
For this role you will need the following:
- 3 years written referencing
- You are eligible to work in the UK
- A Basic DBS
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