Job Description. 1. Job details. 2. Organisational position. Allocations and Estate Management. 3. Overall purpose of job

Transcription

1 Langstane Housing Association Ltd 680 King Street Aberdeen AB24 1SL Main Phone No: Recruitment Phone No: Job Description Post Estates Assistant 1. Job details Department: Housing Location: Aberdeen Permanent/ Fixed-Term Permanent Weekly Hours: 35 Hours Prepared by: LHA Date: May Organisational position Immediate Supervisor(s) Immediate Subordinates Line: Function: N/A Team Leader Allocations and Estate Management Allocations and Estate Management 3. Overall purpose of job To provide a proactive and efficient frontline service to tenants in the Association s developments ensuring the effective estate management of the Association s stock. 1

2 4. Principal responsibilities 1. Customer Services Providing a professional front line service and scheme point of contact for tenants and customers of the Association. Responding to customer queries in line with the Association s policies and procedures. 2. Estate Management To be visible in schemes and carry out regular inspections of the communal areas undertaking and co-ordinating remedial action as and when required such as identifying and reporting communal repairs. For example investigation and removal of fly tipping in conjunction with the Association s handyman; dealing with and investigating dog fouling in conjunction with dog wardens; monitoring the Association s car parks and grit bins including the investigation of suspected abandoned vehicles and performance monitoring the work of the contract cleaners/gardeners to ensure work is of an appropriate standard, reporting any concerns to the line manager. In conjunction with the area housing officer identify emerging issues in schemes including neighbour complaints, anti-social behaviour, suspected abandoned properties, unkempt tenancy gardens, reporting these issues for further action where appropriate. Investigate and respond to complaints from tenants about the contract cleaning and gardening services ensuring that a response and resolution is provided within the timescales set down in the Association s Complaints Policy. 3. Administration and Record Keeping Updating computerised and paper records including scheme inspection records as per the Association s policies/procedures and the principles of Data Protection Legislation. 4. Liaison/Collaboration To regularly liaise with colleagues in the Property Services, Allocations, Rent Management and Estate Management teams as well as external agencies and contractors in order to effectively manage schemes. Maximise opportunities in conjunction with the Support Services team for tenants and other customers to engage in scheme walkabouts, improvements and initiatives. 5. Training To be available to assist in training new members of the team and attend appropriate training as required. 2

3 6. To carry out all duties of this post in accordance with the relevant Association policies and procedures including the Customer Care, Estate Management, Complaints, Health and Safety, Equal Opportunities and Data Protection Policies. 5. Job activities Managing Employees Not Applicable Financial Resources Authorised to raise works orders up to 500 Information Resources Physical Resources Accessing, updating and maintaining both computerised and paper based information systems including the housing management system, spreadsheets and documents. Word processing and data inputting to create, update and delete files. Inspecting schemes and organising maintenance work and repairs. Monitoring and organising the replenishment of grit bins. Use of personal vehicle and pool car to visit schemes. Daily use of telephone, lone working device, computer and other office equipment. 6. Relationships with others Internal Immediate colleagues Daily contact across teams to ensure continuity of service for the Association s tenants and customers. External Tenants/Customers Statutory Authorities Other Housing Providers Contractors Daily contact to offer information, advice and follow up where required. Sharing information and advice where appropriate in order to work collaboratively and resolve issues. Sharing information and advice where appropriate in order to work collaboratively and resolve issues. Contact with contractors regarding service provided and resolving 3

4 issues. 7. Level of decision-making / supervision required Authority to request or log a repair. Authority to raise works orders up to the value of 500. Organising action in relation to estate management such as scheme visits, complaint resolution, fly tipping removal, repair requests and abandoned vehicle removal. Instructing repairs and referring work to contractors (up to the value of 500). Referring decision making to the Team Leader in respect of: Anti-social behaviour issues and service complaints Sharing abandoned vehicle details with the DVLA Instructing work exceeding the value of 500 Cleaning and Gardening Issues (Property Services Contract Supervisor) 8. Organisation/planning Planning visits to ensure that schemes are inspected on a regular basis. Organising removal, repairs or remedial work required. Ensuring that any follow up visits or work are diarised for completion. This Job Description is intended to provide a general statement of the major tasks and activities of the job. It is not an exhaustive list of all its detailed duties. As a term of your employment you will undertake such other duties as may reasonably be required of you and that are broadly consistent with the job. 4

5 Person Specification CRITERIA ESSENTIAL DESIRABLE Qualification/Training Experience Educated to Standard Grade English and Maths or equivalent. Experience of handling telephone conversations. Experience of dealing with customers on a face to face basis. Experience of working in the public sector or a customer focussed environment. Experience of updating databases. Working knowledge of Office based IT packages. ECDL Higher qualification or recognised housing or property maintenance qualification. Experience of working in a housing or third sector environment. Working knowledge of the Aareon QL Housing IT System. Experience of dealing with Contractors or other agencies. Skills/Knowledge Personal Qualities Ability to communicate effectively with customers and colleagues, both verbally and in writing. Ability to prioritise workload and work on own initiative. Proven ability to work to deadlines. Ability to make decisions. Full driving licence with vehicle available for work. Adaptability, flexibility and a positive can do attitude. Willingness to learn and develop. Excellent customer care skills. Team player. Ability to deal with challenging situations. Flexibility including working evenings and weekends on occasion.. 5