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Job Description

Job Purpose

To provide quality housing management services to meet the needs of customers and communities, making a positive contribution to the social and physical environment of the area.

Principal Responsibilities

In liaison with the manager/senior officer, to be responsible for ensuring the delivery of a high-quality and efficient service.

• Assist in providing a range of support services for internal and external customers.
• Work as part of a team of housing advisors to provide customer-focused services.
• Liaise with colleagues in order to prioritise work to meet conflicting deadlines.
• Maintain accurate records and track progress of work.
• Assist with the induction of new staff, including the demonstration of duties.
• Order and monitor stock supplies.
• Prepare routine correspondence and standard letters and forms.
• Manage meeting rooms and deal with hospitality and signing-in of visitors.
• Assist with the arrangements for conferences, forums, and other events.
• Act as the first point of contact for visitors and customers – both in person and on the telephone.
• Provide an excellent customer service to customers, colleagues, and visitors.
• Use IT applications and databases effectively to deliver tasks. Operate relevant equipment/ICT packages, e.g., word, excel, databases, spreadsheets, Internet.
• Input and retrieve data using computerized systems.
• Collate and prepare information from a variety of sources.
• Operate relevant equipment/ICT packages, e.g., word, excel, databases, spreadsheets, Internet.
• Undertake general financial and administration duties.
• Attend and participate in relevant meetings as required and take notes at meetings.
• Be aware of and comply with policies and procedures relating to safeguarding, health, safety, and security, confidentiality, and data protection, reporting all concerns to an appropriate person.
• Understand and abide by the Council’s equal opportunities policy in the duties of the post and as an employee of the Council.
• Participate in training and other learning activities and performance development as required.
• Gather information from service users to assess the service required.
• Make appropriate referrals for housing support as and when required.
• Contact with tenants using various forms of communication, including visits to tenants in their own homes.

PERSONAL SPECIFICATION ESSENTIAL REQUIREMENTS

It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

Method Of Assessment

Will be through one or more of the following: Application Form, Test, Interview, or Certificate.

Skills Required

• Ability to deal with the general public in a responsive manner.
• Ability to deal with high volumes of enquiries both at the public counter and over the telephone.
• Ability to demonstrate patience and understanding with service users.
• Ability to deal with relevant procedures and maintain standard documentation.
• Ability to advise service users on relevant procedures.
• Ability to work within a team.
• Ability to communicate effectively and sensitively both face to face, in writing, and by telephone.
• Ability to demonstrate customer care.
• To adhere to LCC Financial Rules and Regulations and Standing Orders.
• To handle cash accurately.
• Ability to use computerized systems.
• Ability to record and maintain information received from all sources accurately.
• To provide a welcoming environment to service users.
• To assist other members of staff with duties when required.
• A good level of numeracy and literacy skills.

Knowledge Required

• An awareness of customer care.

Experience

• Of working in a customer-facing environment.
• Of working as part of a team.

Behavioural And Other Characteristics Required

• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth, and Zero Carbon.
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference ensuring equality for all, working in an anti-discriminatory manner, upholding equality & diversity.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
• The Council has adopted a flexibility protocol, and the role will be expected to work within these parameters.

PERSONAL SPECIFICATION DESIRABLE REQUIREMENTS

It is desirable that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the Desirable requirements; however, these may be used to distinguish between acceptable candidates.

Skills Required

• Of working in an office environment.

Knowledge Required

• Knowledge of the role of the Council Housing Service and its responsibilities in managing homes and communities.
• Knowledge of current housing issues.
• Awareness of customer engagement.
• An understanding of equality issues.