Job profile – Neighbourhood Service Advisor

by The Gateshead Housing Company & filed under About us - find a job.

Grade E

  • Location: As directed
  • Service: Customers and Communities (Neighbourhood Services)
  • Line Manager: Customer Service Officer
  • Car User Status: Casual

Job purpose

To deliver a customer focussed service and provide administrative support as part of a Neighbourhood Services Team working to support tenants, and sustain both tenancies and neighbourhoods.

The key roles of this post will include:

  • To be a key point of contact for customers responding to enquiries across a range of company and council services in line with service standards.
  • To accurately process and reconcile income in line with the company’s financial guidelines and regulations.
  • To accurately store, access and maintain electronic and manual records, ensuring information held is correct and processed in compliance with the Data Protection Act.
  • To work with customers seeking rehousing, providing advice on housing options.
  • To carry out interviews with customers and assist with home visits when required.
  • To encourage customers to access online services and promote digital inclusion.
  • To achieve performance targets agreed at appraisal and demonstrate a commitment to continuous improvement and value for money.
  • To always promote and implement the company’s equality policy.
  • To maintain a healthy, safe and secure environment complying with policies and procedures for Health and Safety at Work.
  • To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues.
  • Such other responsibilities allocated which are appropriate to the grade of the post.

Criteria

Essential

Experience of:

  • Delivering customer focussed services
  • Communicating clearly face to face and by other methods
  • Reconciliation of income
  • Problem solving and negotiating

Qualification:

  • Minimum of 5 GCSEs at grade C or above or relevant experience

Knowledge

  • Effective ICT skills – including working knowledge of the Microsoft office packages
  • Understanding of Equality and Diversity legislation

Desirable

Experience:

  • Working effectively in partnership with other services, both internal and external

Knowledge:

  • Current housing and social care issues
  • Council services provided to neighbourhoods
  • Cross tenure working
  • Working with a diverse range of customers

Competency definitions

People focus

Relating to customers

  • Quickly builds rapport and easily establishes relationships with customers
  • Relates well to different types of customer; listens and gets on with them

Communicating orally

  • Speaks confidently and fluently
  • Talks at a suitable pace and level
  • Holds others’ attention when speaking

Communicating in writing

  • Writes fluently, clearly and concisely
  • Adapts own written communication style to suit others

Team working

  • Fits in with the team
  • Develops effective and supporting relationships with colleagues
  • Is considerate towards them and creates a sense of team spirit
  • Works flexibly to meet team and company objectives

Information handling

Problem solving

  • Identifies potential difficulties and their causes
  • Generates workable solutions and makes rational judgements
  • Identifies value for money suggestions and actions

Dependability                  

Organisation

  • Organises own time effectively and creates own work schedules
  • Prioritises and prepares in advance
  • Sets realistic time-scales

Energy

Customer focus

  • Puts the customer first and is eager to please them
  • Works effectively to meet customer needs and looks after their interests    

Resilient

  • Remains calm and self-controlled under pressure
  • Reacts well to change
  • Stays positive despite setbacks
  • Keeps difficulties in perspective

Using initiative

  • Takes responsibility for own actions
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