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Resident Services Officer
2 months ago
The Resident Services Officer will promote and support resident involvement and inclusion on their estates and work closely with colleagues and partner agencies to ensure our residents are informed, involved and consulted on issues affecting them. The post-holder will resolve cases of antisocial behaviour, nuisance and domestic abuse and ensure these are managed sensitively in accordance with current policy and best practice.
This position is based in London and is a three-month contract. Thirty-five-hour week, working 5 days. Paying £22.66 per hour.
Main duties and responsibilities
* Provide a high-quality and resident-focused housing management service to tenants and homeowners in accordance with our service standards, policies and procedures, responding to queries and service requests from tenants and homeowners.
* Handle a full range of tenancy management activity including sign-ups, introductory tenancy visits, tenancy audits, mutual exchange, succession, assignment and tenancy terminations.
* Investigate and resolve breaches of tenancy or lease in accordance with internal policies and procedures, ensuring that comprehensive records of action are maintained.
* Investigate and resolve reports of anti-social behaviour, nuisance and neighbour disputes in accordance with internal policies and procedures, working with relevant agencies and ensuring that high standards of case management are maintained.
* Actively promote and support resident involvement activity, engaging positively with residents’ groups, building lasting relationships and facilitating the delivery of the Housing Division’s resident involvement strategy on your estate(s)
* Ensure that periodic tenancy audits are completed, taking appropriate action to investigate any suspected tenancy fraud and recover properties from unlawful sub-tenants, referring concerns on for investigation as required.
* Work collaboratively with colleagues to manage void properties in accordance with internal policies and procedures, carrying out inspections, viewings and signups within agreed timescales and to agreed standards.
* Manage the Customer Service Officer post (where relevant), ensuring they are provided with appropriate line management supervision and support.
* Identify or respond to safeguarding and support needs, taking action to ensure that residents are supported and their tenancies sustained, making referrals to partner agencies as required.
* Take a positive approach to resolving and responding to complaints and Members’ enquiries, ensuring that comprehensive and high-quality responses are provided in accordance with agreed timescales.
Person Specification
* Relevant professional qualification (e.g. CIH), or substantial professional experience in housing management.
* Knowledge of relevant housing law and regulation, with significant experience of applying this in a social housing organisation.
* Knowledge of antisocial behaviour case management and experience of successfully resolving a range of ASB and nuisance issues.
* Good standard of literacy and numeracy, verbal and written communication skills, general IT skills and administration skills
* Good customer service and problem-solving skills, with an ability to resolve conflict positively.
* Experience of working in a performance-driven environment, including meeting KPIs and service standards.
* Knowledge of safeguarding principles relating to children and vulnerable adults and experience of applying these in a housing management setting.
Due to the high volume of applications received, if you do not hear from us within 7 working days, I am afraid your application has been unsuccessful.
We are a dedicated recruitment company providing top quality professionals and services to Housing Providers across the UK.
Red Snapper Recruitment is a member of the Red Snapper Group.
The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.
The Red Snapper Recruitment Group is an equal opportunities employer
