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 skillsand 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. Tenancy Services Co-ordinator Tenancy Services Co-ordinator Tenancy Services Co-ordinator Tenancy Services Co-ordinator Tenancy Services Co-ordinator Tenancy Services Co-ordinator