Job Description Resident Liaison Officer

Transcription

1 Version No Revision Date Reason for Revision 002 September 2016 Revised Version Directorate: Property & Assets Division Operations Reports To: Grade: Band D Job Evaluation Number POP103 (JE0221) Responsible For: Gas Services Manager - Job Purpose: To be responsible for the effective communication, consultation, administration and support to tenants and Coast & Country staff within the scope of the Property Maintenance Division. Main Duties and Key Result Areas: Provide a friendly courteous service in connection with customers and tenants. Support, communicate and advise the Divisions Team Leaders. Assist in keeping manual and electronic records of all enquiries, requests and complaints taking appropriate action where necessary. Assist in the production of appropriate communication literature for tenants. Participate in tenant satisfaction monitoring and produce effective reports. Liaise with the various sections within the Property & Assets Directorate to help improve KPI s. To deliver a customer led service through communication and written skills framework To examine / assess the individual tenants ability to cope / deal with the identified work required. To identify and arrange for any additional help / support required to enable Coast & Country to carry out the work. To promote value for money and continuous improvement within the service area. To deliver agreed targets within the service area. To develop locally accessible service delivery and effective liaison mechanisms with area based and other appropriate staff To attend meetings or provide services outside the usual working hours as agreed and if required Liaising with other departments on tenants needs. Providing a front line service to the tenants Version: 02 Issue Date: September 2016 Page 1 of 5

2 Dimensions: Management Responsibility Financial Responsibility Physical Resource Environment: ALL employees will be expected to:- Live the company values being fair, forward-thinking, accountable, customer focussed, open, transparent, proud and passionate, so that the highest standards of customer care can be achieved. Be committed to diversity and inclusion of all. Contribute to development of and strive to meet departmental, team and individual targets. Participate in the staff appraisal and development scheme, one to one performance discussions and attend identified training to ensure continuous learning and improvement. Comply fully with the Code of Conduct, health and safety requirements, legislation, regulations, policies and procedures. Attend meetings or provide services outside of the usual working hours where reasonably requested to do so. Promote value for money and continuous improvement within the service area. Have an overall understanding of the risks and implications associated with the requirements of the role and takes appropriate action to mitigate any potential consequences. Managers of other staff will also be required to:- To be responsible and accountable for ensuring compliance with the adopted Code of Conduct and the associated policies and procedures. To be responsible and accountable for identifying the risks and implications associated with the requirements of the role and take appropriate action to mitigate potential consequences Deliver departmental projects and initiatives as identified in the corporate and departmental plans. Version: 02 Issue Date: September 2016 Page 2 of 5

3 Lead, manage and motivate staff, apply the staff appraisal and development scheme, one to one performance feedback discussions and ensure that staff attend identified training. Monitor service delivery and progress towards targets to ensure standards are met and where possible exceeded. Ensure compliance with Health & Safety legislation, policy and procedures; for example, completion of Risk Assessments/ Method Statements and Accident Investigations, ensure the correct number of First Aiders are in the team and promote compliance with mandatory training requirements. Effectively manage physical, human and financial resources allocated as your responsibility. Signed:. Date: Print Name:. Version: 02 Issue Date: September 2016 Page 3 of 5

4 Person Specification Document No: HR-JD-PARLO Attribute Detail Able to communicate effectively with customers and other stakeholders. Criteria Essential Desirable Application Form How Identified Interview References Test Score Able to deal with challenging or difficult situations effectively. Skills/Abilities Able to prioritise and organise workload to meet deadlines and objectives. Able to work collaboratively with colleagues and others to meet strategic aims. Able to prioritise, organise and manage diverse workloads. Knowledge Experience Knowledge of word processing and database computer programmes. Experience in a customer service/housing or related service delivery area. Reception or telephone service experience. Administrative, clerical or I.T. experience. Good general level of education to GCSE standard. Qualifications Relevant professional or vocational supplementary qualification. Full driving license or the ability to use transport for work purposes. Willing to reach agreed NVQ or related standards Personal Attributes/ Circumstances Flexible and open to change Professional and customer orientated approach Effective team worker Version: 01 Issue Date: September 2016 Page 4 of 5

5 Person Specification Document No: HR-JD-PARLO Attribute Detail Committed to inclusion, equality and diversity Criteria Essential Desirable Application Form How Identified Interview References Test Score Aligned to the aims and values of the Company Committed to Personal and Professional Development Proactive and committed to continuous improvement in service delivery Version: 01 Issue Date: September 2016 Page 5 of 5