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Job Title: Community Resolution Assistant (Temporary, to 12 months)
Overall Purpose of Job
To provide support to the Community Resolution Team including collating and preparing evidence, preparing files and paperwork for legal action and presentation at court.
To take on responsibility for the management of low level cases, such as compliance checks, offering customer service mainly over the phone to internal and external partners and stakeholders.
We offer all our employees a great package of benefits too, including:
- Competitive salary £24,270.48 (under review)
- Enrolment on our Aviva pension scheme (9.5% employer contribution)
- 30 days holiday (plus extra days off for Bank Holidays/Birthdays)
- Health care scheme
- Flexible/agile working, plus the option to work from home if your role allows
- Enhanced maternity/paternity pay
- Continual professional development including management development.
- A dedicated health and wellbeing programme (access to a variety of support and free benefits)
- Time out of work to carry out volunteer opportunities
There are lots more benefits to working for Ongo
Main Responsibilities
- Completion and submission of documents required by the courts such as claims for possession and applications for other types of court order, injunctions, chronologies and any relevant supporting evidence.
- Process court paperwork via workflows and/or appointments into Officers calendars.
- To liaise with specialist staff across all teams, internal and external partners, as necessary to resolve customer enquiries whilst retaining control of the contact where appropriate using the STAR principles.
- Assist the team with low level ASB cases where needed.
- To deliver services to our customers using a coaching approach
- To allocate work to the officers via workflows or appointments into officer calendar's giving regard to existing officer workloads.
- Procuring goods and services, ensuring value for money and best use of resources.
- Support excellent business performance by contributing towards the achievement of the Directorates targets and overall company aims by achieving individual team targets.
- To undertake any other reasonable duties as requested by the Community Resolution Team Leader.
Knowledge, Skill & Experience Required
- Experience of working in a busy housing environment with conflicting pressures and demands.
- Experience of delivering quality customer service to a broad cross section of the general public.
- Ability to deal effectively and sensitively with members of the public by telephone and in person.
- Preferably some knowledge of housing related issues.
- Excellent communication skills
- Ability to use up to date ICT systems and demonstrate computer literacy
- Ability to update and maintain systems and records with a high level of accuracy.
- Good organisational skills and ability to work to deadlines as necessary.
- Ability to represent Ongo in a ‘positive' and effective manner at all times.
- Operates with a customer focused approach to work at all times.
- Commitment to achieving positive outcomes and objectives.
- Flexible and cooperative approach (teamwork).
- Possess an understanding of and empathy with Ongo's aims and values.
CLOSING DATE FOR APPLICATIONS FRIDAY 15TH NOVEMBER 2024
INTERVIEWS W/C 25 NOVEMBER 2024
