Community Resolution Assistant

2 days ago

Scunthorpe, United Kingdom Ongo Full time

**An extremely rare & exciting chance has arisen to join a pro-active and successful Community Resolution Team (Formerly the ASB Team) at Ongo Homes**

**Overall Purpose of Job**

To provide support to the Community Resolution Team including collating and preparing evidence, preparing files and paperwork for legal action and presentation at court.

To take on responsibility for the management of low level cases, such as compliance checks, offering customer service mainly over the phone to internal and external partners and stakeholders.

**Main Responsibilities**
- Process court paperwork via workflows and/or appointments into Officers calendars.
- To liaise with specialist staff across all teams, internal and external partners, as necessary to resolve customer enquiries whilst retaining control of the contact where appropriate using the STAR principles.
- Assist the team with low level ASB cases where needed.
- To deliver services to our customers using a coaching approach
- To allocate work to the officers via workflows or appointments into officer calendar’s giving regard to existing officer workloads.
- Procuring goods and services, ensuring value for money and best use of resources.
- Support excellent business performance by contributing towards the achievement of the Directorates targets and overall company aims by achieving individual team targets.
- To undertake any other reasonable duties as requested by the Community Resolution Team Leader.

**Creativity & Innovation**
- To assess working procedures and to make recommendations for service improvement & efficiency gains.
- Have the ability to make timely decisions based on Tenancy Management’s current policies and procedures
- Utilising ICT systems to produce information as required.
- Use coaching skills to inspire and motivate individuals and wider communities.

**Contacts & Relationships**
- The post holder will act on behalf of Community Resolution officers as a point of contact with residents, other organisations and contractors/suppliers and, where possible, deal directly with any enquiry depending on the complexity of the issue.
- The post holder will signpost or refer matters to others if they are unable to reach a resolution.
- To embed and develop strong links with internal/external partners to promote excellent customer service and STAR principles.
- Contact with colleagues at all levels of the company in the course of resolving enquiries, tenancy issues and progressing ASB complaints
- Contact with customers receiving, assessing and resolving enquiries

**Decision Making - Discretion**
- Prioritising own workload
- Deal with court related paperwork
- Makes appropriate choices and decisions based on specific policy and procedure
- Decides when and where to refer enquiries and where to retain or relinquish control of the enquiry
- Have a full understanding of legal and legislative framework regarding tenancies and ASB to make appropriate decisions.
- Ability to make timely and effective decisions with conflicting priorities and changing demands.
- The postholder will be making decisions regarding low level ASB cases, working with complainants and perpetrators to resolve breaches of tenancy.

**Decision Making - Consequences**
- Decisions made by the post holder will directly affect customers and future case management.
- Consequence of breaching Data Protection Act for Ongo and individuals.
- Poor customer service leading to complaints.

**Responsibility for Resources**
- Responsible for recording the court costs and legal fee data.
- ICT equipment including laptop, headphones, ipad and mobile
- PPE equipment

**Work Demands**
- Fully flexible approach to working, occasionally outside normal working hours.
- Ability to balance the handle conflicting priorities and changing demands from the Community Resolution Team.

**Physical Demands**
- Demands of office/home work predominantly but there may be a requirement to visit low level cases and/or visits accompanied by a Community Resolution Officer.

**Working Conditions**
- Post holder will be predominantly office/home based. The post holder will on occasions spend time outdoors working in external and internal communal areas in all weather conditions.

**Work Context**
- Will occasionally have to deal with potentially difficult customers in challenging situations. This may include dealing with abuse and aggression in customers’ homes, on estates and deal with challenging situations in public and tenants meetings.

**Knowledge, Skill & Experience Required**
- Experience of working in a busy housing environment with conflicting pressures and demands.
- Experience of delivering quality customer service to a broad cross section of the general public.
- Ability to deal effectively and sensitively with members of the public by telephone and in person.
- Preferably some knowledge of housing related issues.
- Excellent communication skills
- Ability to use up to date ICT systems and demonstr

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