Relationships. To provide an efficient and effective administration service within the Division.

Transcription

1 Job Description Directorate Operations Job Title Housing Officer Service Area Across Division as required Grade Scale 3 Special Conditions Officers will be required to be peripatetic and operate from any service delivery outlet within the City for which a casual user car allowance will be payable DBS Disclosure Not Applicable Job Family AS1 Issue Date: March Responsible to Relationships Local Managers within the Housing Operations Division, as agreed. 2. Supervisory responsibility None Board Members, Estate Managers, Voids staff, Senior Lettings Officers, Partnership Manager, Home Sales & Leases Manager, Internal Audit, Housing Benefits and other staff within Wolverhampton Homes 3. Important Internal Relationships Elected Members, Tenants, and Leaseholders, Residents, Tenant Management Organisations, Tenants & Residents Associations, Federation of Tenants & Residents Associations, Special Interest Groups and external courier. 4. Important External Relationships Primary Functions To provide an efficient and effective administration service within the Division. To specialise in an area of service within the Division but to be flexible and be deployed at any location, depending on the needs of the service. To support the provision of a quality customer service, in particular over the telephone, ensuring that the service is delivered in a polite, courteous and helpful manner and reflects the aim of providing Decent Homes People Focussed Quality Services. To support Divisional Teams in the delivery of services in accordance with agreed service standards.

2 To support Divisional Teams in achieving agreed local performance targets set by Housing Operations Divisional Management Team. LETTINGS SERVICE The main functions of Housing Officers in the Lettings include the following but are not limited to: Processing Housing Applications ensuring targets are met Dealing with customer enquiries by phone, , text, social media, writing, face to face, etc within corporate timescales Providing Housing Advice Processing Medical Referrals Provide assistance and support to vulnerable customers Ensure Housing Applications are updated based on the information that applicants provide Provide administration assistance to other members of the Lettings Team VOIDS The main functions of Housing Officers in the Voids Team include the following but are not limited to: Processing void inspections onto the It system Processing Recharges for rechargeable repairs Raising Orders Issuing Works orders for Trades Colleagues Being aware of Health and Safety procedure ESTATE SERVICES The main functions of Housing Officers in the Estate Services Team include the following but are not limited to: Facilitating meetings and record minutes Loading of repairs on to the Northgate system Maintaining shift rotas Collecting and publishing performance indicators Updating the PAYS system Loading of Schedule of Rates on Northgate Navigating the Ground Information System ESTATE MANAGEMENT The main functions of Housing Officers in the Estate Management Team include the following but are not limited to: Managing Garage Tenancies Providing administration support for the Estate Management Team Loading repairs on to the Northgate System Provide support for Estate Manager Dealing with customer enquiries by phone, , text, social media, writing, face to face, etc within corporate timescales

3 HOME SALES AND LEASES The main functions of Housing Officers in the Home Sales and Leases Team include the following but are not limited to: Processing Right to Buy applications ensuring statutory time limits are met Liaising with purchasers, valuers solicitors, council departments and other bodies in relation to Right to Buy applications Provide clerical support, when required, throughout the Home sales and Leases Team Dealing with customer enquiries by phone, , text, social media, writing, face to face, etc within corporate timescales Main Activities 1. Section Management and Service Planning To be part of a Divisional Team, ensuring the delivery of a quality, customer focussed administration service. To work under the direction of the local manager to ensure that the service is maintained and to work in accordance with health and safety and financial regulations. To contribute to producing an annual section plan. To adhere to service standards. To offer advice and assistance to customers in line with policies and procedures. 2. Operational Service To provide an excellent service to members of the public, ensuring that services delivered meet the company s obligations in respect of equality of opportunity. On a day-to-day basis, to ensure that the office environment is safe and well organised. To ensure awareness of all processes and procedures as outlined in the Management System and ensure the usage of correct and up to date standard forms and letters. To provide administrative support to the various functions within Divisional Teams as directed. To organise and maintain files and filing systems both paper based and computer based. To support the collation of performance data and reporting. To update the mainframe and other I.T. systems. To support the telephone service within local teams, dealing with customer enquiries received from the Contact Centre or directing customers to appropriate officers. To receipt, distribute and dispatch post and correspondence. To respond to enquiries in accordance with the Freedom of Information Act. To attend out of hours meetings as required.

4 3. Contracts To identify and report any inefficiencies within any contracts or service level agreements. 4. Financial Management To be aware of the companies Constitution and Financial Regulations To update financial information on financial and housing management systems. As directed, to ensure that all inventories and imprest accounts are properly maintained in accordance with Financial Regulations. 5. Staff Management To support and encourage colleagues in the undertaking their duties 6. Other Duties To participate in Individual Appraisal meetings and training as required. Ensure equality of opportunity both in service provision and employment in accordance with the diverse needs of the community. To ensure compliance with the Data Protection Act and Wolverhampton Homes Health & Safety Policies, Management of Attendance, No Smoking and Customer Care policies and procedures. Any other duties deemed appropriate to the purpose and remuneration of the job subject to any reasonable adjustments under the Equality Act. To undertake any appropriate training, health & safety related duties such as First Aider, Fire Marshall, Duty Holder, Risk Assessments Health & Safety Representative etc. To participate in the exit and leaver process as required. 7. General The duties of the post may change and develop from time to time in light of new legislation, Wolverhampton Homes Policies, organisational developments and social trends. Such developments will be monitored in conjunction with the Chief Executive and Director of People and will be reflected as necessary in the aims and objectives of the post. Whilst every effort has been made to explain the main duties and responsibilities of the post, each individual task undertaken may not be identified. Employees will be expected to comply with any reasonable request from a manager to undertake work of a similar level that is not specified in this job description.

5 Personnel Specification Job Title Housing Officer Grade Scale 3 Job Purpose and Role To provide an efficient and effective Administration Service within the Housing Operations Division. To ensure that the service is delivered in accordance with service standards and fulfils Wolverhampton Homes vision of Decent Homes People Focussed Quality Services. FACTORS ESSENTIAL DESIRABLE HOW IDENTIFIED Education Standard Numerate & Literate to GCSE C standard or equivalent European Computer Driving Licence NVQ Level 2 in Housing Management Certificates Language skills Training Evidence of successfully completing job related training Willingness to undertake further training to develop the role i.e. NVQ Experience Experience of providing customer focused services Managing a work load with competing priorities. Practical experience of Housing Management or Finance within a Local Authority or RSL Tests Experience of office based procedures and processes Special Knowledge / Skills Customer friendly approach to service provision Ability to undertake customer satisfaction surveys Tests PC literate Awareness of the needs Knowledge of Housing Management

6 of a multi cultural society Ability to meet mobility requirements of the posts Knowledge of BVPI s and Local PI s including definitions, Ability to communicate effectively both orally and in writing Accuracy and ability to work under pressure and to tight deadlines Personal Qualities Ability to establish good working relationships Flexibility in terms of working at different locations Ability to work on own initiative with minimum supervision Assessment / Test Interests & Motivation Relevant to the Job Knowledge of and interest in current housing management policies and practices. Motivation to acquire NVQ level 2 (or above) in an appropriate area, within a reasonable period Commitment To Customer Care To Equality in Service Provision. To Continual Improvement in terms of own performance and in service delivery generally Evidence of positive achievements in a similar environment. Disqualifying Factors Behaviour/attitude inconsistent with Wolverhampton Homes Equalities Policies and Procedures. Tests