Tenant Liasion Officer
Location: Gresham Road Depot, CV10 7QR
Start Date: ASAP
Contract Duration: 4+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £ 16.92 per hour
Job Ref: (phone number removed)
Responsibilities
Develop, lead, and coordinate actions required for the Council to service and maintain housing assets through the positive promotion of major works programs.
Provide impartial and confidential advice to tenants, visiting properties to develop networks and partnerships between tenants and contractors, ensuring successful delivery of all Capital Works programs.
Identify any tenant vulnerabilities and safeguarding cases, escalating them to the relevant team or department for appropriate support.
Commit to the Council’s Vision and carry out work within the spirit and intention of its core values.
Utilize the concept of “Making Every Contact Count” (MECC), attending training where necessary.
Make full use of technology to improve communications and services.
Conduct all work within the spirit and intention of equal opportunities and employment legislation.
Foster a creative and open environment where employees feel supported, involved, and consulted.
Proactively identify opportunities for improvements in service delivery.
Work proactively with the Senior Clerk of Works and the Senior Health & Safety Officer to address access issues, safeguarding, and vulnerability cases promptly.
Ensure tenants and leaseholders provide access for contractors to carry out health and safety-related remedial works.
Communicate and promote access for works completion by providing accurate and timely information to tenants and leaseholders regarding major works.
Develop an action plan to provide information, support, and advice for tenants regarding various work streams, including Decent Homes, Capital Projects, Stock Condition Surveys, Gas Servicing, and Periodic Electrical Inspections.
Lead efforts to ensure officers understand welfare reforms, their impact on tenant interactions, and how to address related issues.
Collaborate with internal teams to manage and resolve access issues that may lead to legal action.
Establish trust-based working relationships with tenants and leaseholders.
Attend court hearings related to non-compliance or insurance claims, assisting legal with necessary documentation.
Work with internal teams to address tenancy breaches.
Respond promptly to queries, signposting to correct teams or officers, and escalating as necessary.
Assist customers with related issues, referring them to other advisors or specialist agencies as appropriate.
Maintain accurate records for reporting to external agencies, statistical monitoring, and report preparation.
Collate evidence for court appearances related to enforcement processes for planned programs of work/emergency repairs and liability claims.
Person Specification
Experience of working in a social housing environment.
Experience of working with customers, both face-to-face and over the telephone.
Experience of giving advice on and supporting customers in Social Housing.
Experience of producing reports and interpreting complex information.
Level 4 certificate in Housing or willingness to work towards it.
Knowledge of Social Housing Regulation laws.
Proficiency in using computer software such as Microsoft Office, including Word and Excel.
Excellent communication skills, both orally and in writing.
Good planning and personal organization skills.
Ability to deal effectively with challenging situations and resolve customer inquiries/complaints.
Knowledge of networking and developing working partnerships to deliver and improve services.
Ability to produce reports and communicate at all levels with a varied audience.
Ability to plan and organize workload to meet unpredictable and conflicting deadlines.
Empathy with customers.
Sensitivity to the needs of others.
Self-motivated, assertive but tactful.
Commitment to the Council’s Core Values and Vision.
Valid driving license and access to a motor vehicle for visiting tenants and carrying out inspections.
Flexible approach to duties and willingness to attend occasional evening meetings.
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