Assistant Housing Officer

Job Overview

To ensure that a comprehensive housing management service is provided to all our tenants; ensuring rent arrears are recovered effectively and targets are met; any contravention of the tenancy agreement is resolved effectively; customers are dealt with promptly, courteously and effectively; and properties are let quickly and within target times.
To work with Housing Officers to enable them to identify and implement estate improvements and opportunities for resident engagement.
To provide support to Housing Officers when dealing with ASB and other tenancy breaches.
To liaise effectively with internal departments and external agencies to plan effectively for the delivery of new developments.
To ensure that the necessary health and safety checks and inspections are completed by Housing Officers on time.
To actively engage with North and East tenants to seek their views on the quality of service and use feedback to ensure continual improvement and high levels of customer satisfaction.
To ensure that the team updates and maintains accurate computerised records of all actions on relevant systems esp. Civica Cx, RTB portal (registrations, terminations, cases), LA occupancy returns, annual rent reviews, and other data capture spreadsheets.
To support improvements to and new policies for customer service esp. Customer Complaints.
To produce and maintain performance reports on a monthly/quarterly basis.
To undertake any other duties as may reasonably be required in line with the level of responsibility of the post and in order to meet the changing needs of the organisation, incl.
Performing tasks related to the day to day running of an effective service including carrying out health & safety duties, and administrative & financial procedures in accordance with policies.
Carrying out any other duties as may from time to time be directed by the TSEM.
Promoting and complying with all regulatory requirements including RTB legislation, GDPR legislation and the Housing Regulator.

This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group.

MS Word, Excel and Outlook
Excellent written business communication
MS PowerPoint
Strong analytical and reporting skills
Influencing/negotiation skills
Housing management system knowledge

Intermediate knowledge of social and affordable housing and of tenancy management (E).
Experience in dealing with a range of customers and difficult situations (D).
Intermediate knowledge of tenancy agreements and tenancy management services within a social housing setting (E).

Confident communicator
Confident report writer
Able to balance and prioritise high workload

Special Requirements: There may be occasions when the role holder will need to travel on North and East business - the role is designated as an essential car user and the role holder will, therefore, need the use of a car, a valid driving licence and insurance for business purposes.

Customer Focus

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