Address
Form of work
SalaryWe have an excellent temp - perm opportunity to support a housing team based in Slough (3 days office / hybrid working) as their Housing Assistant. This is a temp to potentially perm opportunity paying hourly equivalent of upto 27500 p/a
Purpose:
- To ensure delivery of a responsive, efficient, agile, high quality and customer focused housing management service.
- To deliver reliable, repeatable, and consistent services in line with policies and standard operating procedures.
- To seek out resident views and to listen and act.
- Promotes great customer services in all interactions with residents and other stakeholders.
- Provides quality resolutions to routine and more complex queries at pace to residents.
- Represents and champions residents, always.
- Housing Management duties as requested.
Key Responsibilities / Deliverables:
- Support Neighbourhood Housing Lead and Area Housing Manager, ensuring the delivery of reliable, repeatable, and consistent services.
- Housing Assistants provide extensive support to several Neighbourhood Housing Lead's to always ensure continuity of service for residents.
- Have knowledge and detailed understanding of local patch demographics and issues, ensuring a continuation of service for residents.
- Provides flexible support and deputises for Neighbourhood Housing Lead's at all times but especially during periods of absence, involving limited attendance at schemes and face to face meetings with residents and external stakeholders, ensuring that residents receive a consistent service.
- Fully resolve resident issues and requests at quality and pace. Requests may include, but are not limited to; tenancy changes, general service charge enquiries, keys and fobs, reporting issues, chasing issues, requesting a service, processing successions, system updates, garage tenancy agreements, car parking issues, abandoned vehicles issues, liaising with contractors and managing agents, purchase orders, re-housing information, mutual exchange, etc.
- Liaison with residents to obtain feedback on services and service delivery and the provision of creative solutions where feedback is not favourable.
- Provides fantastic customer service to residents and stakeholders.
- Robust performance against all KPIs, SLA's and targets.
- Responds to resident enquiries at first point of contact, either face to face, on the phone, digitally, or by letter, and participates in a duty rota, on a variety of matters.
- Investigates requests for assignments, successions, and other amendments to tenancies and recommend approval or refusal.
- Completes general administrative duties, including but not limited to: Scanning and indexing, compiling catalogues and chronologies, data input, minute taking, mail merges, reviewing and refreshing customer data. post management, petty cash management, invoice management, arranging meetings and training, processing customer surveys, and questionnaires.
- Maintains accurate and detailed customer records in relevant systems.
- Adheres to data protection legislation when discussing personal data.
Knowledge, Skills and Abilities
- Exceptional customer service skills.
- Resourceful and supportive approach when dealing with resident requests.
- Confident in making decisions that are resident focused.
- A drive to do the right thing by residents.
- Ability to quickly disseminate information, simplify complex material and communicate at all levels.
- A natural curiosity and confidence to ask questions.
- A willingness to work hard, get things done and learn fast.
- Experience of working within a customer-focused environment.
- Experience of working as part of a team.
- Excellent verbal communication skills.
- Good time management skills, ability to prioritise, copes well under pressure and meet targets.
- A good working knowledge of housing legislation, tenancy legislation and property management regulation.
- Good knowledge of safeguarding practices and risk in the housing sector.
- A good knowledge of the regulatory environment in which we operate.
- Demonstrate proficient use of Microsoft Office packages.
