The Housing and Property Management Apprenticeship role provides an exciting opportunity for someone to undertake a qualification whilst being provided with hands on learning experience within Housing and property management departments at Norwich City Council. The post holder will be working alongside various teams with time spent in a choice of areas including Lettings, Tenancy management, Estates, Housing Support and Property services. This will predominantly be working in City Hall but home working is also available, study day once a week with full training and support.
Housing and property management apprentices will carry out administrative work needed to support the creation and sustainment of successful tenancies and leaseholds in both social and private housing sectors. This work must comply with contractual, statutory and legal regulations.
The work includes undertaking housing duties relevant to the team and organisation. Examples include preparing paperwork for service charges, supporting consultations and undertaking customer surveys, undertaking neighbourhood and property surveys/inspections using checklists, data administration, conducting supervised viewings and rental negotiations, handling telephone calls, filing and scanning.
Job Description
Housing and property management apprentices will carry out administrative work needed to support the creation and sustainment of successful tenancies and leaseholds in both social and private housing sectors. This work must comply with contractual, statutory and legal regulations.
The work includes undertaking housing duties relevant to the team and organisation. Examples include preparing paperwork for service charges, supporting consultations and undertaking customer surveys, undertaking neighbourhood and property surveys/inspections using checklists, data administration, conducting supervised viewings and rental negotiations, handling telephone calls, filing and scanning.
Key Accountabilities Include
* Deliver excellent customer service to both internal and external customers.
* To arrange face to face or telephone interviews and sign-ups with customers.
* To arrange maintenance visits for various contracts within housing.
* To communicate with customers by letter, email, telephone, text message or face to face.
You will receive training to enable you to take ownership and answer resident enquiries via electronic mail, phone and face to face at first point of contact demonstrating emotional intelligence and providing excellent customer service.
You Will Be Taught
* administration and review of resident enquiries and information across the housing service
* take ownership of the information gathered ensuring it is valid, consistent and up to date
* provide customers accessing our systems online with help and support
* comply with data protection principles, safeguarding policy and ensure sensitive and confidential data is held securely
* how to provide general administrative support to the organisation including statistical and reconciliation support, corporate filing, stationery supplies, and maintenance of the multi-functional devices.
You will learn to work in a flexible way answering enquiries across a range of housing services and contact channels changing duties at short notice to meet the demands of internal and external customers.
Training Will Include
* management of electronic mail
* direct contact with customers via phones
* managing customer queries via face to face drop-ins and visit appointments
* service area administration
* resolving complex enquiries
* gathering customer insight through a variety of survey and data tools
* Inbound and outgoing correspondence management
You Will Receive Training To
* operate a large range of IT systems in order to provide customers and colleagues with information and services to resolve their enquiries at first point of contact
* proactively escalate any identified web/system issues
We Will Help You Develop Your Skills To
* work as part of a team, providing support to colleagues to contribute to enhanced team performance.
* develop productive working relationships with colleagues and stakeholders
* identify and communicate issues to provide continuity of service and consistency of output
The work involves dealing with complex and difficult situations. You will be empowered to deal with a broad range of customers with different needs and vulnerabilities.
You will be required to fulfil individual targets to contribute to team performance and deliver the service in accordance with key performance indicators and service standards. You will carry out any other activities, which fall broadly within the scope of this post and are a similar level of responsibility.
Post holder will be required to dress smart casual.
Responsibilities
The council has four competency areas based on four values. Each competency has performance standards along with examples of expected behaviours. Listed below are the competencies for employees. Postholders will adopt the council’s PACE values and embed them into their working practices.
Pride
We will take pride in what we do and demonstrate integrity in how we do the following things.
* You take price in delivering excellent customer service to both internal and external colleagues. You do what you can to provide support as needed within the remits of your role, and if you are unable to assist you seek out someone who can.
Accountability
We will take responsibility, do what we say we will and see things through.
* You take responsibility for the tasks you are working on, follow through to completion and take ownership to resolve problems when they arise.
Collaborate
We will work with others and help people to succeed.
* You build strong relationships with those you work with and work well as part of a team.
Excellence
We will strive to do things well and look for ways to improve and learn.
* You seek ways to improve the way the department delivers services and bring ideas to meetings and one to ones. You have an open and positive attitude towards change and seek opportunities for your own learning and for your Apprenticeship qualification.
Post holders will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested by management
Duties and responsibilities must be carried out in accordance with relevant Norwich City Council policies and procedures, within legislation and any code of professional ethics of relevant professional body.
All employees are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post.
Skills Required
Ability to undertake a Level 2 Housing and Property Management Assistant apprenticeship.
Good verbal and written communication skills. Respond in clear plain English, with good use of language and grammar.
Any voluntary / work experience with customers.
Confidence in the use of IT including digital services that customers use.
Understanding of good customer service.
Awareness Of Legislation About Data Protection, Discrimination And Equality.
Be able to complete basic numerical and administrative duties including reconciliation.
Capacity to make decisions on customer issues which may affect their home, finances and family.
Participate in and contribute to the team and ensure effect team behaviour.
Ability to work effectively in a pressurised, fast moving environment
Attention to detail to ensure that work is accurate and professional.
Ability to write clear and concise responses to customer enquiries.
Take ownership of tasks and work accurately and flexibly.
An enthusiastic and positive approach to delivering excellent customer service.
Ability to build effective working relationships with colleagues and customers.
Educational Requirements
English and Maths GCSE at grade E/2 or above, or equivalent qualification.
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
* All employees are eligible to join the Local Government Pension Scheme (LGPS)
* Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support
#J-18808-Ljbffr