Tenancy Services Co-ordinator

Main Purpose of Job:

• To support the work of the Tenancy/Estates Team by undertaking a range of tasks which contribute to an effective service provision within Housing Management.

Responsible to: Tenancy Services Team Leader

Key relationships/Functional links with:

• Tenants and residents of the Council
• Staff within the housing section including Housing Options, Lettings, Housing Management, Income and Repairs
• Other departments within the Council and other public and private bodies

Main Responsibilities / Accountabilities:

• The jobholder will be expected to complete the responsibilities / accountabilities effectively in order to deliver the key objectives of the organisation
• Undertake specialist activities in accordance with pre-determined procedures, instructions and standards to support the effective provision of housing management.
• Maintain an effective appointment system for Officers in response to complaints, enquiries and requests for service and plan/co-ordinate a programme of housing surgeries, estate inspections, new tenant visits and introductory tenancy reviews.
• To administer and receive requests for mutual exchanges, successions, assignment of tenancies and permissions to enable Housing Officers to determine approval/refusal.
• To initiate outgoing calls and enquiry responses and encourage customer feedback in order to improve customer services.
• As required, undertake reception duties, deal with telephone and personal enquiries and provide housing advice to ensure effective delivery of the tenancy/estate management service.
• To support the Housing Officers in relevant visits such as inspections, safe and well checks and other tenancy visits as and when required.
• To administer and process TV licences, requests for keys/fobs, screening requests and any other requests/referrals relevant to the Section.
• Assist with the review and refurbishment of Sheltered Schemes.
• To provide support/cover for the Lifeline Service during periods of absence and assist other sections within the Council, as and when required.
• To collect, collate and prepare statistical information as required and assist with the updating and compilation of management and performance information.
• General administrative tasks such as photocopying, printing, word processing and minute taking.
• Deal with correspondence in respect of tenancies and send standard and non-standard letters as and when required.
• Operate and maintain an effective and efficient electronic filing and housing management system including inputting, scanning and retrieving information.
• Contribute to both individual and team performance targets, make suggestions for service improvements, ensure the delivery of excellent housing services, which deliver value for money.

Required skills/experience:

• Understanding of social housing related issues and effects on customers
• Call handling experience
• Working within an office environment
• Working with the public within a customer service environment
• Excellent communication and interpersonal skills
• Ability to use own initiative to organise and prioritise workload, organisational skills with a systematic and methodical approach to work and attention to detail/accuracy
• Extensive IT skills in all Microsoft Office Applications (Word, Excel, Access etc. or equivalent; keyboard skills and ability to create spreadsheets and computer files to facilitate the recording and manipulation of sensitive information and documentation
• Ability to work in a team and work on own initiative with minimal supervision.

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