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 focused 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:

  1. To ensure conduct and behaviour demonstrates a commitment to the core company values and promotes cross service working to achieve excellent customer service and outcomes
  2. Ensure compliance with company Health and Safety policies and procedures
  3. To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues
  4. 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
  5. To accurately process and reconcile income in line with the company’s financial guidelines and regulations
  6. To accurately store, access and maintain electronic and manual records, ensuring information held is correct and processed in compliance with the Data Protection Act
  7. To work with customers seeking rehousing, providing advice or housing options
  8. To carry out interviews with customers and assist with home visits when required
  9. To encourage customers to access online services and promote digital inclusion
  10. To achieve performance targets agreed at appraisal and demonstrate a commitment to continuous improvement and value for money
  11. To always promote and implement the company’s equality policy
  12. To maintain a healthy, safe and secure environment complying with policies and procedures for Health and Safety at work
  13. Such other responsibilities which are appropriate to the grade of the post.

Criteria

Essential

Experience:

  • Delivering customer focused services
  • Communicating clearly face-to-face and by other methods
  • Problem solving and negotiating
  • Organisational skills

Qualifications:

  • 5 GCSEs or equivalent at Grade C or above (including Maths and English), or relevant experience

Knowledge:

  • Effective ICT skills – including working knowledge of the Microsoft office packages
  • Ability to demonstrate a good understanding of equality and diversity and the ability to evidence how this would be displayed within the workplace

Desirable

Experience:

  • Working effectively in partnership with other services, both internal and external.
  • Reconciliation of income
  • Working as part of a diverse and inclusive workforce

Knowledge:

  • Current housing and social care issues
  • Council Services provided to neighbourhoods
  • Cross tenure working

Competency definitions

PEOPLE FOCUS

Relating to Customers

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