Housing Assistant

6 months ago

Invergordon, United Kingdom Highland Residential Full time

Want to feel good about the work you do? Albyn Housing Society has a fantastic opportunity for a Housing Assistant to join our passionate and dedicated Customer and Property Services team.
We have many aspirations and ambitions to continually improve our services to our 3,800 customers, spread across 80 rural and urban communities in the Highlands. Our new vision and values will drive our strategic direction by ensuring we:
“Maintain and build quality homes, providing excellent customer service, and giving opportunities for people and communities to flourish.”

We are a people-first organisation, and our values are embodied in our everyday working lives - we want someone to join us who shares and exhibits these values of:
“Being Caring”
Being Adaptable
Being Professional”

As we continue to recover from the impact pandemic and face the many and mounting current economic challenges, we are delivering and developing services in new and innovative ways, including participating in a hybrid working model of ‘Hub, Home and Roam”.
- ‘Hub’ means you can still see colleagues face-to-face.
- ‘Home’ is about how we have shown we can be productive and efficient when working remotely.
- ‘Roam’ is about offering community-based service delivery, meeting customers, and visiting them in their homes or local communities.

This role currently works in a Hybrid way and regular attendance to the office will be required.
- _________________________________

About the Role

We have an exciting opportunity for an enthusiastic, well organised and caring individual to join Albyn Housing Society in the Customer and Property Services team in the Tenancy Sustainment Function.
As a Housing Assistant you will be expected to deliver a high level of frontline customer services in all aspects of our day-to-day operation that will ensure the organisational aims, objectives and performance standards are met or exceeded in accordance with legislation, policy, procedures, and best practice guidance and with within available budget parameters. You will be required to operate in a function-based specialism but have excellent general all round housing management capabilities.
In particular, you will support Housing Officers in delivery of tenancy sustainment services to customers with a wide range of matters that impact on their ability to sustain their tenancy, such as benefits, energy, independent living skills, aids and adaptations, mental health, substance misuse and isolation.
We are looking for professional, calm and confident individual who exemplifies the behaviours and values of Albyn Housing Group.
- _________________________________

Main Responsibilities
- Process and administer a range of customer services activities to ensure the smooth and efficient delivery of excellent customer services.
- Provide cover/answer calls as overspill from Business Services team to provide advice and guidance to customers (as applicable to the specialist function you are currently operating in)
- Investigate and respond to complaints in line with the Scottish Public Sector Ombudsman (SPSO) complaints process and internal guidance.
- Assist colleagues with the collation of performance data, statistics, and profiling reports as required.
- Support the organisations customer engagement objectives.
- _________________________________

About You
- Educated to at least “Higher Grade” and/or an appropriate administration diploma.
- Able to plan prioritise and manage your time, workload and competing demands to exceed targets and meet deadlines.
- Able to work in partnership with peers and colleagues as part of an effective and efficient team.
- Have experience of dealing with challenging situations with resilience, flexibility, and confidence in an appropriate manner.
- Currently work in or have experience of working in administration in a customer focused environment.
- Possess a high standard of literacy and numeracy.
- Have excellent communication and interpersonal skills - with the ability to adapt communication, both written and verbal dependent on purpose and needs of the audience.
- Ability to use and input and extract data accurately to and from housing information systems.
- Have a professional approach and model behaviour to ensure customers and colleagues are valued and their needs are responded to appropriately.
- _______________________________

**What we are Offering**:
Albyn offers a supportive and friendly environment, where our people are valued and appreciated and are rewarded:

- Competitive salary
- A generous annual leave entitlement
- Employee benefit discounts
- Excellent development and training opportunities
- Company pension scheme
- Group life cover
- Access to an employee assistance program available 24/7 and an employee wellbeing Hub.
- Free membership of a healthcare cash plan including for dependents
- Family friendly policies
- Flexible working hours
- Albyn Group sick pay scheme
- Car Allowance (I

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