Housing Officer

4 months ago

Bracknell, United Kingdom Silva Homes Full time

_**What is the role?**_

The customer relations directorate embodies the outcomes of our cultural transformation: where all colleagues are accountable for the experiences of our customers; we are all responsive to customers and they trust us to understand and meet their needs; and we all line up together, irrespective of where we work, to support colleagues on the front-line and help get things right first time.

The tenancy department are the face of Silva and have a critical role as the touchpoint for customer relations with area teams working within a defined geography; the independent living team supporting our older and more vulnerable customers; and the access & support team co-ordinating the way we let homes and support customers at greatest risk of tenancy failure through the area teams. The tenancy department and our contact department are at the vanguard of our new service offer that focuses on the customer experience, maximises digital services for key transactions, and targets our resources to support those in greatest need and those at greatest risk of tenancy failure.
- **What will you be doing here?**_
- You will be visible and approachable, understand local issues, work collaboratively, and be the trusted face of organisational accountability for the quality of homes and services we provide.
- You will provide a wide range of tenancy services (including tenancy compliance and fraud; lettings, transfers and exchanges; anti-social behaviour) in your patch of circa 900 homes.
- You will ensure that in your work there is a clear focus on tackling non-compliance (including taking enforcement action including attending court proceedings) as well as supporting customers who need help to avoid tenancy failure.
- You will build positive open and trusted relationships with elected members, residents’ groups, local authority departments, the police and other key partners operating in your patch particularly on issues that require a multi-agency approach to resolution.
- You will build relationships with new customers in your patch, including accompanied viewings and handovers; ensuring that all customers are aware of their contractual obligations and are supported in accessing their account and managing their tenancy transactions online.
- Being responsible for your own patch, you will undertake regular estate inspections, highlighting issues such as health & safety, tenancy breaches, caretaking standards, and general repairs.
- You will work to identify those customers at high risk of tenancy failure, prioritising support and where required procuring specialist advice and action through the tenancy support coordinator and money adviser services.
- You will work closely with the customer relations (access & support) team to deliver a streamlined onboarding of new customers including coordinating the availability and suitability of empty homes in the area.
- You will work collaboratively with the customer relations (independent living) team especially with scheme managers on your patch in relation to tenancy management issues in schemes.
- You will work collaboratively with the designated customer relations partner (rent) for your patch to support them in ensuring compliance, including carrying out visits in the field.
- You will work collaboratively with all customer relations teams, particularly those in the environment department, to ensure a coordinated and accountable local service response and customer experience.
- You will play a key role on customer relationship management in relation to asset related services, including taking an active part in any major investment, regeneration, or development projects, on your patch.
- You will support the development of the knowledge bank and scripts to ensure an effective and responsive service for customers.
- You will ensure that you are fully aware of your safeguarding responsibilities and act as a focal point for internal and external communication and action on your patch including the attendance at case conferences.
- You will operate in line with key policies and procedures particularly those relating to health and safety and data protection.
- You will ensure performance and compliance against agreed standards, measures and targets.
- You will look at ways to improve the customer experience and you will be open to new ideas and innovations.
- You will positively support activities that help promote our new culture and behaviours.
- You will support the business on ad-hoc projects that require access to customer’s homes or benefits the customer experience.
- **Skills and experience**_
- Very high customer service ethic.
- Understands the needs and service requirements of customers and communities.
- Good partnership working skills.
- Decisive problem solver and decision maker.
- Good inter-personal skills.
- Ability to build excellent internal and external relationships.
- Works with high levels of integrity, confidentiality and respect.
- Good

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