JOB DESCRIPTION. Neighbourhood Officer

Transcription

1 JOB DESCRIPTION Job title: Responsible to: Responsible for: Neighbourhood Officer Area Manager Cleaners within patch Purpose: To ensure that our customers receive high quality housing management services which enhance Radian s reputation for building sustainable communities and excellent customer satisfaction. Post-holders must display a service-orientated outlook and attitude - with a genuine desire to go the extra mile for customers. Responsibilities 1.0 Housing management & customer satisfaction 1.1 Act as Radian s housing manager for a designated patch, ensuring that all Radian services provided to customers are responsive to customer need and meet top quartile performance standards (for e.g. repairs completions and quality, void turnaround and arrears performance). 1.2 Develop successful customer relations and ensure that the quality of service provided to residents is of a high quality and brings to life Radian s values of choice, opportunity and trust. 1.3 Ensure residents have the opportunity to be at the heart of decision-making for their homes and communities. 1.4 Encourage resident participation and carry out consultation, whilst working closely with the Community Involvement & Empowerment team. 1.5 Fulfil the requirements of Radian s formal complaints and anti-social behaviour procedures, investigating and responding to complaints, promptly and helpfully. Ensure that customer feedback is used to improve services. 1.6 Assist the Income Manager in the collection of arrears and other associated charges for properties managed within the patch and ensure our customers have access to Radian s and where appropriate, independent, debt and money advice services. Where required represent Radian in Court and at evictions. 1.7 Assist the Leasehold Services Manager set accurate and affordable service charges. Where required represent Radian in Leasehold Valuation Tribunals.

2 1.8 Advise residents on all aspects of the use and enjoyment of their homes, our services and their rights and responsibilities. 2.0 Allocations & voids management 2.1 Support the housing needs assessment process (to include market rented, transfer and exchange processes) and communicate with prospective residents. Allocate vacant properties and deal with nominations from local authorities and specified referral agencies in accordance with Radian s procedures. 2.2 Work closely with the Technical Services and Home Ownership services and ensure that all vacant properties and new homes within the patch are let promptly and to a high standard. This post-holder is responsible for ensuring that collectively Radian lets homes within the top quartile of performance, for reviewing homes that have been refused by customers and specifying work required to address customer dissatisfaction. 2.3 Advising residents on transfer-related issues, carrying out accompanied viewings, interviews and signing-up new residents. 2.4 Manage starter tenancies, including reviewing and monitoring the process, supporting residents to minimise tenancy failures. Ensure that appeals are investigated promptly. 2.5 Where appropriate, deliver Radian s tenant s choice programme (which gives residents of new homes a choice of decoration, fixtures and fittings within a set budget) and act as the central contact point for the neighbourhood for planned maintenance and improvement schemes. 2.6 Ensure that new residents receive a welcome visit within six weeks of tenancy commencement and address any areas of customer dissatisfaction. 3.0 Maintaining neighbourhoods Manage the delivery of high quality estate management services to residents in the neighbourhood, including: 3.1 Inspect neighbourhoods on a monthly basis to include a Fire Risk Assessment condition assessment of communal areas and reporting/chasing any required repairs and an assessment of the quality of grounds maintenance and shared open spaces. 3.2 Identify issues, record, liaise with departments/groups and action accordingly. 3.3 Co-ordinate walkabouts with residents to ensure Service Level Agreements are adhered to. 3.4 Engage with residents and encourage their participation in the inspection process. 3.5 Encourage feedback from residents on estate issues and ensure they are kept updated with progress of action.

3 3.6 Agree environmental improvements in consultation with residents. 3.7 Tackling anti-social behaviour and harassment effectively in accordance with relevant policies, procedures and statutory requirements. 3.8 Calculate and manage budgets (e.g. service charge, environmental improvement). 3.9 Manage minor contracts/lease agreements, such as communal cleaning, including the tendering process Carry out health and safety risk assessments as required Develop effective joint working relationships with staff throughout Radian and external agencies including our local Councillors, MPs, our local authority partners, Police, the Fire Service and Social Services. 4.0 Other responsibilities 4.1 Represent Radian at local and national meetings with other housing related and community organisations and at Board and area panel away days as appropriate. 4.2 Ensure that the principle of confidentiality is applied in all aspects of this role. 4.3 Carry out any other duties appropriate to this post, as necessary or as requested. 4.4 Promote awareness of risk management issues and ensure that all services allocated to the post are managed in accordance with good risk management practice. 4.5 Promote and implement Radian s health and safety, data protection and equal opportunities policies in all aspects of the post holder s work. 4.6 Comply fully at all times with Radian s whistle blowing policy, the code of conduct for staff and other associated policies relating to conduct at work. 4.7 The nature of this post requires occasional attendance at evening and weekend meetings with resident and community organisations and our local authority partners. There is therefore a requirement to attend evening and weekend and participate in out of hours emergency services where required..

4 PERSON SPECIFICATION Job title: Responsible to: Responsible for: Neighbourhood Officer Area Manager Cleaners within patch Qualification, skill, experience, aptitude or ability Essential Desirable A. Experience Experience of customer involvement and consultation techniques and of putting them into practice. Experience of effectively managing anti-social behaviour nuisance, harassment, and taking appropriate enforcement action. Experience of undertaking risk assessments. Experience of working in a housing or customer-related role. Experience of working in a customer-focused environment and achieving successful outcomes in the delivery of services that meet customer needs. Experience of dealing with complex enquires and complaints in a professional, constructive and helpful manner. Experience of lone working and working within a busy, results orientated and constantly changing environment. B. Skills and abilities A service-orientated outlook and attitude with a genuine desire to go the extra mile for customers. Ability to clearly and effectively communicate verbally and in writing at all levels, with a good use of plain language. Ability to communicate effectively with customers and understand their needs, often in emotional and sensitive situations. Empathy and a good understanding of the issues faced by customers, e.g. vulnerable people. Able to effectively deal with potentially aggressive/volatile situations involving customers and members of the public. Excellent interpersonal skills - confident, professional manner. Strong negotiating skills and ability to understand others perspective whilst developing professional and effective working relationships.

5 Team player able to inspire confidence and respect. Effective time management skills. Able to work effectively under pressure, organise priorities and in a lone working environment. Good presentation skills. Good numeracy skills. Demonstrates respect for others and a commitment to equal opportunities and diversity. C. Knowledge Knowledge of current housing legislation and statutory guidance in relation to housing management. Understanding of health and safety and data protection policies and legislation as applicable to the role. Competent IT user, particularly in relation to word processing. D. Education/training Housing qualification or studying towards a housing qualification. Educated to GCSE/O Level standard or equivalent, including English. Current driving licence and access to vehicle for employment use.