Housing Support Officer

1 day left

Carrington Blake Recruitment
Westhoughton, Borough of Bolton
£9.03 - £10.33/hour
22 Jul 2017
21 Aug 2017
Public Sector
Contract Type
Full Time
Primary Purpose of the Job

•to maintain an accurate Homes for Bolton Housing Register.
• To provide an efficient and caring frontline service to customers both in the Homes for Bolton reception and over the phone.
• To assist customers looking for rented accommodation through Homes for Bolton
• To work in conjunction with & support other Homes for Bolton (HfB) staff in delivery of HfB services as a whole.
• Contribute to the effective delivery and development of the service.

Principal Responsibilities
• Administer and process Homes for Bolton applications and receive and process expressions of interest from customers for available homes
• To provide general advice and guidance regarding Homes for Bolton choice based lettings and related services and provide customers with a range of housing options
• To provide reception, administrative and clerical support services within Homes for Bolton and to assist in the provision of an efficient, effective and caring service.
• To assist in preparing statistics required by management
• To contribute to the effective running of the service, involving decision making and the review of office procedures
• To liaise and work effectively in support of Homes for Bolton services and colleagues in other departments and outside agencies to ensure appropriate sign-posting, referral processes and improvement of services to the public and partner organisations.

Main Duties
Customer/public contact
To assist in providing a comprehensive reception and enquiry service, receive and deal with customer enquiries in person, by phone and other media, providing appropriate responses including relevant information and advice on Homes for Bolton services, policy and procedure.

Dealing with often complex (internal and external) customer enquiries, seeking appropriate information where necessary to offer appropriate advice/ assistance in relation to those enquiries and the services provided by Homes for Bolton including the CBL (Choice Based Lettings) team.

To advise customers on the re-housing process, the current availability of accommodation and other options open to customers and ensure appropriate signposting / referral to a range of other agencies in order to meet the needs of the customer including other Homes for Bolton / Housing Options and Advice and council services, partner landlords, housing and other related services as appropriate.

Advise customers as to the status or progress of their Homes for Bolton application including if the application is subject to further enquiry, has been suspended or cancelled, reasons for this and the processes for further application.

Partner Support / contact
Liaise with other internal and external teams, agencies and organisations, responding to enquiries, providing support and assistance as appropriate.

Administrative support
To undertake clerical and administrative tasks as required and work flexibly to ensure that tasks are prioritised and carried out appropriately.

Undertake a range of clerical, administrative and other office functions in support of the service(s) as required, including:
• To receive and monitor correspondence, linking to customer records , issuing to officers, and forwarding as appropriate
• To input , retrieve and assist accurate maintenance of various customer /application information within various information management systems as appropriate
• To maintain monitoring, data and statistical information systems, assist in the preparation of reports and returns as required concerning various aspects of the service including service delivery, management and personnel related information.
• Producing and issuing standard letters and other communications.
• To assist in the introduction and maintenance of office, filing and other administrative systems as appropriate.

To administer various aspects and undertake a range of duties in support of the Homes for Bolton Choice Based Letting s service, including:
• receipt and processing applications.
• checking and highlighting key information as appropriate for example: financial information (eg rent arrears/ former tenancy and other debts); eligibility e.g. immigration status, history of anti-social criminal behaviour which may affect an application.
• to make initial decisions on eligibility of customer applications within guidelines / current legislation
• appropriate use of IT and other manual systems and processes to register and administer applications including completed applications, updates, change of circumstances and cancellations
• To create and maintain accurate customer registration files, other general filing and administrative records as & when necessary and required
• To receive expressions of interest from customers via a range of media and input against applications as appropriate
• To generate and issue standard letters regarding the service and applications, and handle customer correspondence, including writing to customers for specific information as appropriate.
• To assist in the provision, collection and input of data / information into appropriate software packages to enable the production of regular monitoring information, and assist in preparing statistical information required by management.
• To assist, facilitate and carry out regular surveys / reviews of the housing register.
• To liaise with the Information Technology Section and The Business Support Team on any problems affecting hardware and software.
• To assist in the day to day maintenance, review and implementation of procedures and systems necessary for the effective and smooth running of the service, including detailing and updating process and procedure guidance as required.

To undertake training and development and assist in the training and support of other staff and placements on procedures, practices, office and IT systems and in the sharing of knowledge and skills as required.

Contribute to the effective delivery and development of the service.
11. Customer Care - To continually review, develop and improve systems, processes and services in support of the council’s pursuit of excellence in service delivery. To recognise the value of its people as a resource.

12. Valuing Diversity - To accept everyone has a right to his or her distinct identity. To treat everyone with dignity and respect, and to ensure that what all our customers tell us is valued by reporting it back into the organisation. To be responsible for promoting and participating in the achievement of the departmental valuing diversity action plan.

13. Developing Self and Others - To use processes and put processes in place to generate a learning environment. To focus on the strengths and requirements of all individuals and enable them to further their skills and knowledge. To actively pursue your own development. To be self-aware and role model continuous self-development.

14. Responding to Civil Contingencies - Bolton Council has a statutory duty under the Civil Contingencies Act to respond in the event of an emergency. If Bolton Council's Emergency Management Plan is activated, you could be required to assist, or assist others, in the continued maintenance or delivery of key Council services and of support to the community. This could require working outside of routine working hours and could entail working from places other than your normal place of work.

N.B. Emergencies requiring activation of the Bolton Council Emergency Management Plan only occur very infrequently. If you are asked to respond to an emergency, your personal circumstances at the time will be taken into account