Role purpose
To ensure the Tenancy and Estates Team are effectively prioritising and managing caseloads of work and responding to housing related enquiries and actions. To ensure that all contact with our customer is recorded on the Open Housing System and appropriate advice and support provided to tenancy officers in addressing tenant issues, giving advice and personally taking on and managing more complex case work and complaints. Work closely with the Case Manager lead to ensure that policies and procedures are written and kept up to date and fit for purpose. Ensure learning and development of the team.
Corporate Responsibilities
Understand, uphold, and promote the aims of the councils equality, diversity, and inclusion policies; health, safety and wellbeing of self and others; and Organisational values in everything you do. Equality and Diversity practice covers both interaction with staff, service users and communities and includes challenging discrimination and promoting equality of opportunity for all.
Advice and Information
Provide high level advice and information in relation to tenancy and estate management, having a good oversight of housing law; current legislation and new initiatives that are coming through. Understanding of tenancy and estates policies and procedures, looking to improve, lean and update where necessary. Ensuring relationships are maintained with all our multi agency partners. Ensuring safeguarding practices are adhered to and that the customers is at the heart of everything we do.
Administration
Assist the Case Manager Lead with the administrative aspects of managing the tenancy and estates cases. Provide comprehensive administrative support to the Tenancy and Estate Team, ensuring tenant enquires are actioned in a timely manner,
Qualification/Knowledge/Experience/Skills
Knowledge - Essential
- Good understanding of the social housing; with a strong emphasis in housing management
- An awareness of the Data Protection Act
- An awareness of Health and safety in a social housing setting.
- An awareness of welfare benefits and welfare reform
- An awareness of the role of Registered Providers and Supported Housing
- Experience of dealing with complaints and rolling out learning outcomes
Knowledge - Desirable
- Knowledge of working within Housing management, tenancy, and estates
- Excellent customer care and people skills and an ability to communicate well both face to face, by email and by telephone.
- Ability to deal with confidential and sensitive matters with a wide range and spectrum of people in varying circumstances.
- Good organisational and administrative skills
- Good keyboarding / word processing skills
- Good IT skills including the use of Microsoft Word, Excel, and Outlook as well as case management systems.
- Accuracy and attention to detail
- Numerate
- Ability to prioritise, manage own workload, and meet deadlines.
- Ability to work as part of a team, be flexible, use own initiative and work with limited supervision.
Qualifications/Experience Essential
- CIH Level 4 or can demonstrate that you are working towards it.
- Minimum of 5 GCSEs at grades A to C (including English and Maths), NVQ Level 4 or
- equivalent, or significant relevant experience within housing; local authority or registered providers.
- Experience of dealing with the general public and in particular vulnerable customers
- Experience of delivery of frontline customer services
- Experience of working in an administrative role
- Experience of recording and maintaining accurate statistical information
Experience - Desirable
Experience of effectively triaging enquiries and signposting clients where appropriate
Experience of working within the housing sector
Experience of computerised invoice/order systems
Taking minutes at meetings
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