Tenant Liaison Assistant

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Moray Council Full time

Job Description

As a key member of the Moray Council's Asset Management Team (Housing), you will play a vital role in ensuring high levels of communication and customer satisfaction across the Council's housing investment programmes.

You will achieve this by working closely with customers to deliver customer-focused programmes for the replacement of windows and doors, kitchens, bathrooms, roofing, and insulation measures. Your primary responsibility will be to ensure that customers understand the works involved and that the Council has a clear understanding of customer needs and expectations.

To ensure the success of these programmes, you will be responsible for monitoring progress, maintaining accurate records, and reducing failure demand through regular contact with tenants and other housing customers.

Key Responsibilities

  • Notify customers in writing of their inclusion in the annual investment programme, outlining the type of works and anticipated commencement dates.
  • Meet with customers regularly to ensure they are fully aware of the works being undertaken and to address any potential enquiries.
  • Identify and implement necessary support mechanisms for vulnerable customers scheduled to receive property improvements.
  • Investigate and respond to customer complaints in accordance with the Council's Complaints Handling Procedure.
  • Undertake scheduling of property inspections and repairs using the Council's electronic scheduling system (DRS).
  • Promote positive behaviours in the workplace and ensure safe working practices within the housing service.
  • Gather tenant feedback on the planned programme and report areas of poor performance to the Asset Manager.

Requirements

  • Proven administration and clerical experience.
  • Operation of telephones and general switchboard and reception skills.
  • Good communication skills.
  • Previous experience of working with a range of IT software systems, including Microsoft Office, Excel, and Access.
  • Previous customer contact experience.
  • Minimum 3 standard grades, including English.
  • Relevant qualifications in word-processing and spreadsheet applications as part of Microsoft Windows.
  • Able to demonstrate a commitment to customer service.
  • Able to demonstrate previous high performance levels in terms of customer service and support.
  • Capable of working on own and as a team member.
  • Self-confident and self-motivated.
  • Ability to work flexibly to meet the needs and demands of the service.
  • Good communication skills (written or oral).
  • Good numerical skills.
  • Be fully conversant with Microsoft Excel, Word, and Access.
  • Capability to concentrate and produce a high standard of work while dealing with numerous distractions in a busy office environment.
  • Full UK driving licence.
  • Ability to deliver excellent customer care in a polite and diplomatic manner.
  • Ability to work as part of a team or using own initiative where required.
  • Ability to work in a hybrid working style.
  • Able to work under pressure to balance competing demands and sustain outputs.

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