JOB OVERVIEW: We are looking for a Business Support Officer. PRIMARY JOB FUNCTION: Universal Housing Services Officers will be providing holistic and person-centred housing management services across the borough. This will include: Receiving a wide range of transactional and housing-related service requests from residents and non-residents, using right-first-time principles to manage demand and conclude a variety of enquiries efficiently. Responding to customer enquiries through phones, email, website, CRM, and Apps, ensuring they are dealt with and responded to speedily and efficiently, “Making Every Contact Count” through the rapid assessment of resident needs to identify opportunities for early intervention and prevention. Post-holders may rotate specialisms over time, enabling them to gain a greater level of expertise in tenancy management services. Officers are central to the provision of quality housing advice, streamlining the customer experience. DUTIES AND RESPONSIBILITIES: To be part of an agile ‘front door’ service, able to adapt to changing demand and internal transformation whilst ensuring that customer interactions are dealt with quickly, efficiently and professionally and are aligned with customer need. To be adaptable - using modern workflow practices and technology to deliver improved responses to service requests, enquiries, payments and incoming reports - processing transactions wherever possible and organising access to specialists when required. To update systems, people and documentation to ensure that data is accurate, relevant and valid, increasing the value, potential and effectiveness of our data resources. To ensure service users understand the availability of digital and self-serve options, encouraging and aiding their use through effective digital inclusion activities to achieve the channel shift programme. Service users should be actively moved towards digital and self-serve solutions at every opportunity. To undertake robust assessments - recording, and reviewing risks and vulnerabilities, escalating as required to the appropriate level within the service structure. To contribute to a programme of process and system improvements to ensure first line customer interactions are fast, accessible, facilitate self-serve and meet customer need. To provide housing and tenancy-related advice and support directly to council tenants, their families, advocates and other professionals to “make every contact count” ensuring opportunities to identify vulnerabilities, safeguard residents/staff, understand resident needs and build resident resilience are realised. Ensuring you remain sufficiently trained, skilled and competent for the roles and that performance standards are consistently met. To create and maintain networks for partnership working understanding the role of all relevant statutory and non-statutory services available to people with multiple disadvantages and ensure that you make relevant referrals to safeguard and support them as appropriate. To optimise service delivery through flexible working, co-location and integration with other teams and service areas, including working within matrix management arrangements. To be a motivational team player; coaching, inspiring and guiding colleagues. To provide reports to management and other key stakeholders as required, contributing to the delivery of a set of challenging KPIs. Undertake projects as required. To be aware of and contribute to the service plan, making recommendations for amendments and additions which will enhance the effective delivery of the service. To take responsibility for data collection, inputting and validation processes, ensuring systems are accurate, complete and up to date. To follow agreed procedures using professional judgement and management agreement to provide person-centred solutions to service users. To participate and contribute to the workforce development programme. To comply with statutory obligations and duties including Health and Safety, safeguarding and Standing Orders. To be highly flexible and willing to undertake all other duties commensurate to the post /grade as required. To encourage others to work flexibly and move around the structure as appropriate. To utilise customer contact to promote the services of other council departments, our partners and the voluntary and community sector to assist the delivery of Homes and Communities and the councils’ objectives. To ensure the proper use of our assets including contractor parking, abandoned vehicles are monitored and controlled. To actively promote the take up of vacant assets e.g. visitor parking permits, cycle routes, walking routes, use of electric vehicles, parking bays, garages etc through all available communication channels, digital promotions and personal interactions hitting targets as required. To undertake effective viewings ensuring the letting of H&C assets is compliant with legislation, policy and procedure and that all documentation is completed as required and enquiries to are responded to quickly and professionally. ADDITIONAL: To use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner. To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager. To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder. To carry out duties and responsibilities in accordance with the council’s commitment to customer service excellence and ensure compliance with the customer care standards. To be committed to the Council’s core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way duties are carried out. To ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation. To carry out duties and responsibilities in accordance with the Council’s Health and Safety Policy and relevant Health and Safety legislation. At all times to carry out responsibilities/duties within the framework of the Council's Dignity for all Policy. (Equal Opportunities Policy)