Housing Administrator

7 months ago

Heywood, United Kingdom District Homes CIC Full time

**Job summary**

To provide an effective and customer focused service, working as part of a team delivering housing and support services to residents of our dispersed temporary accommodation across the city of Manchester.

To provide general office support to a team of Housing Support Workers and other Housing staff, ensuring accurate data entry and updating a range of systems. To provide customers with a knowledgeable and professional first point of contact on the telephone, in writing and in person.

To work as part of a team to deliver excellence, solve problems and deliver value for residents.

**Key responsibilities**
- Be the first point of contact for housing services, receiving enquiries from customers by telephone, by letter and electronically, and provide information and advice on housing services aiming to resolve problems immediately where possible
- Develop and maintain a good working knowledge of housing services and procedures and ensure procedures are followed when dealing with customer enquiries and requests
- Deal with difficult situations in a way that tries to resolve issues for the customer, seeking assistance from the Contracts Manager or Housing Support Managers when necessary.
- Ensure ICT skills are up to date and meet developing needs, using Microsoft packages for producing written information and analysing data
- To manage all office administrative work, including updating the database and accurately scanning documentation, as directed by the Contracts Manager, or Housing Support Managers.
- Update systems with visit outcome information on behalf of the Housing Support Workers and other Housing staff.
- Assist the Housing Support Workers and Property Inspector in processing and updating information around repairs, safety certificates, lettings, key returns, void properties and liaise with the provider to ensure voids are completed on time, notifying the financial controller where rent stops are required.
- To Assist the Income Officer in processing requests for tenancy information, refunds, rent statements, direct debits, references, and letters etc.
- To Assist the Income Officer in resolving benefit queries by liaising with the Housing Benefit Team/customers and providing any rent information to customers as and when required.
- Assist with compiling and co-ordinating statistical data for the, Contracts Manager and Housing Support Managers.
- Responsible for co-ordinating information for the monthly performance dashboard
- Provide active cover and support across the service and assist in the training and induction of new members of staff and work experience students.
- Maintain accurate, up to date records and collect data and information in relation to all District Homes tenancies, ensuring achievement of internal and external targets.
- To assume any other reasonable functions, duties and responsibilities as requested by Team Manager which are within the reasonable competence of the postholder.
- Personal commitment to ensure diversity is positively valued, resulting in equal access and treatment in employment, service delivery and communications
- Personal commitment to continuous self-development and service improvement.
- Work collaboratively with colleagues and cover for colleagues during absences.
- Support the Operations Director and managers in ensuring a healthy and safe working environment for clients and staff and undertake other duties as required.
- Comply with District Homes’ standards of information governance, data security and protection, and documented systems and procedures.

**Person Specification**

**Experience**
- Experience of providing excellent customer focussed services in a social or commercial setting.
- Experience of undertaking a wide range of administrative duties as part of a team.
- Experience of working with sensitive and confidential information
- Experience of maintaining records, providing reports and monitoring information

**Skills and Abilities**
- Ability to communicate clearly, concisely, accurately and in ways that promote understanding
- Ability to deal with problems with a solution focussed approach.
- Able to work with mínimal supervision.
- Experienced in handling sensitive information and working within data protection regulations.
- Good organisational skills with a proactive approach and attention to detail
- Able to work well under pressure to agreed deadlines
- Good verbal and numerical skills
- Able to develop and maintain ICT skills and use Microsoft packages for producing written information (Word) and analysing data (Excel)
- Able to work within a team, sharing information and ideas, providing cross team cover, solving problems and meet team targets.
- Able to manage and maintain records, files and other documentation accurately.
- High degree of integrity, confidentiality, and diplomacy
- Able to work independently or as part of wider team as tasks require

**Knowledge**
- Excellent ICT skills including use of package

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