Housing Solutions Officer

Providing holistic and person-centred housing management services across the borough.

Universal Housing Services Officers will be providing holistic and person-centred housing management services across the borough.

This will include: Receiving a wide range of transactional and housing related service requests from residents and non-residents, using right first-time principles to manage demand and conclude a variety of enquiries efficiently.

Responding to customer enquiries through phones, email, website, CRM and Apps ensuring they are dealt with and responded to speedily and efficiently Making Every Contact Count through the rapid assessment of resident needs to identify opportunities for early intervention and prevention.

Post-holders may rotate specialisms over time, enabling them to gain a greater level of expertise in tenancy management services. Officers are central to the provision of quality housing advice streamlining the customer experience., To be part of an agile front door' service, able to adapt to changing demand and internal transformation whilst ensuring that customer interactions are dealt with quickly, efficiently and professionally and are aligned with customer need

To be adaptable - using modern workflow practices and technology to deliver improved responses to service requests, enquiries, payments and incoming reports - processing transactions wherever possible and organising access to specialists when required.

To update systems, people and documentation to ensure that data is accurate, relevant and valid, increasing the value, potential and effectiveness of our data resources.

To ensure service users understand the availability of digital and self-serve options, encouraging and aiding their use through effective digital inclusion activities to achieve the channel shift programme. Service users should be actively moved towards digital and self-serve solutions at every opportunity.

To undertake robust assessments - recording, and reviewing risks and vulnerabilities, escalating as required to the appropriate level within the service structure

To contribute to a programme of process and system improvements to ensure first line customer interactions are fast, accessible, facilitate self-serve and meet customer need.

To provide housing and tenancy-related advice and support directly to council tenants, their families, advocates and other professionals to make every contact count ensuring opportunities to identify vulnerabilities, safeguard residents/staff, understand resident needs and build resident resilience are realised.

Experience of providing advice and practical assistance to the public in a social

housing, public sector or equivalent setting is essential.

Experience of working in and delivering services to, a multi-cultural community is essential.

Experience of housing provision in the rental or leasehold market is essential.

Essential Qualification Required:

General level of education qualification is essential.