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To support tenants with all housing queries
To regularly manage and support housing tenants with benefits advice, rent, service charges and general housing queriesÂ
Maintain strict confidentiality and ensure data protection rules are followed.
Promote knowledge and understanding of processes and systems across the council.
Undertake complex cases requiring a good understanding of regulations and legislation.
To participate in training and mentoring new staff in specific areas.
To ensure that the administration of the service and customer queries are processed quickly and accurately in accordance with current legislation and the operating procedures of the service and to demonstrate a good understanding of housing law.
Ensure accurate, professional, and timely support is provided to customers.
Adhere to the council’s safeguarding policies and procedures and undertake relevant training in order to help protect children and vulnerable adults within the district.
To comply with legislation, council policies and procedures including the Data Protection Act, Freedom of Information Act, Information Security Policy, the Code of Conduct for Officers and to participate in any Emergency Planning activities as required.
To actively demonstrate the values and behaviours of the council.
To ensure our customers are valued by taking into account their views and needs in all that we do.
To contribute to the development and achievement of relevant corporate and service objectives by suggesting ideas for service improvements.
To communicate openly and honestly with colleagues, members and customers.
To undergo any training necessary to be able to fulfil the requirements of the job.
To carry out other duties commensurate with the grade, skills, experience and qualifications of the post holder as directed and as may be required from time to time
Recent and relevant experience of working in a similar customer focused, support service role.
Ability to work as part of a team effectively.
Ability to work on own initiative with minimal supervision.
Excellent interpersonal skills and the ability to build and maintain effective relationships at all levels.
Excellent written and oral communication skills.
Attention to detail and accuracy.
Competent user of IT, particularly Microsoft Office, with an ability to learn new systems quickly.
Proactive and committed to continued service and personal development.
Ability to adapt and organise work to meet deadlines whilst maintaining high standards.
Professional and customer focused approach
