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 1. 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 2. 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. 3. 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. 4. 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. 5. To undertake robust assessments - recording, and reviewing risks and vulnerabilities, escalating as required to the appropriate level within the service structure EDUCATION and EXPERIENCE Experience of providing advice and practical assistance to the public in a social housing, public sector or equivalent setting Experience of working in and delivering services to, a multi-cultural community. KNOWLEDGE, SKILLS and ABILITY High level of numeracy and literacy with the ability to quickly work with financial data and communicate complex information verbally and in writing in a simple and clear way Knowledge of housing provision in the rental or leasehold market Create and sustain a climate of professionalism, co-operation, a can do attitude and enthusiasm for success, a willingness to do what's required to meet service users' needs and internal aims/targets Be an active listener, adapting communication methods depending on the audience and taking a strength-based approach to suit the needs of our service users Comfortable with the use of computers and IT including Microsoft Office 365 packages, databases and spreadsheets Able to manage and prioritise workload balancing organisational and service led demands, working under pressure and quickly. Able to manage demand effectively, minimising unnecessary, wasteful demand wherever possible Productive with a drive for customer excellence, showing empathy, patience and understanding of customers needs and requirements and recognising your impact on service users lives Business Support Officer Business Support Officer Business Support Officer Business Support Officer Business Support Officer Business Support Officer Business Support Officer Business Support Officer