Housing Assistant

To provide a professional and team focussed service for the housing services team and provide cover for the property services team. To be the first point of contact for callers, dealing with front line queries, taking messages and communicating information clearly to colleagues, residents and stakeholders. To oversee the main administration functions for the team supporting the housing officers in all housing management functions. To provide office cover for TCHA and oversee office admin functions to support the smooth running of the office.

Principle Accountabilities

1.

Provide a professional and resident focussed service to residents, being the first point of contact for calls to the housing team

2.

Ensure all work is carried out in accordance with TCHA's rules, policies and procedures including financial regulations, GDPR and health & safety

3.

Be part of the TCHA team and demonstrate TCHA's values and behaviours

4.

Put residents at the heart of what you do, delivering a high quality, customer focussed service

5.

In undertaking all duties to adhere and demonstrate commitment to TCHA's Equal Opportunities Policy

6.

To adhere to TCHA's policies relating to confidentiality and to ensure that all information of a confidential nature gained in the course of duty is not divulged to third parties

7.

To provide support to team and organisation covering phones, general office assistance, dealing with queries including meeting residents who visit the office, as required by the needs of the business

Communication and Administration

8.

Handle and coordinate responses to enquiries from tenants, potential tenants and others ensuring that issues are resolved professionally swiftly and effectively

9.

Provide the first line of response to give advice and guidance to tenants on matters of housing management and tenancies, referring tenants to relevant other staff as and when appropriate

10.

Manage CRM data and undertake accurate record-keeping and data input tasks e.g. Omni ledger and paper records, ensuring all tenant databases are secure, robust and accurate

11.

Provide cover for other teams as needed, including taking repairs calls, liaising with contractors and placing repairs orders

12.

Provide office administration support as needed to ensure the smooth running of the office including procurement of office supplies, health and safety checks, liaison with contractors, managing post, copying and filing

13.

Make sure all post is recording and distributed accurately. Make sure all outgoing post is franked and ready for collection times

Housing Management

14.

Be the first point of contact for low level rent arrears cases and manage these in liaison with the Housing Officers

15.

Manage rent collection and arrears management in accordance with TCHA's policies, procedures and management system

16.

Pro-actively support residents to pay their rent, providing support, advice and guidance to residents, and where needed sign posting residents to other staff or agencies for support and advice where needed

17.

Maintain tenants' current and former rent accounts setting up agreements and arrangements to clear arrears

18.

Support the Housing Management team to monitor rent accounts on a weekly basis taking appropriate recovery action up to particulars of claim where accounts are in arrears, in consultation with the relevant Housing & Neighbourhoods Officer and under the supervision of the Head of Housing Management

19.

Support the team to provide accurate tenancy information to residents and stakeholders, including allocating homes, tenancy termination, tenancy management, anti-social behaviour, arrears management, tenancy audits, supporting residents with diverse needs and safeguarding.

20.

Send out letters and promotional materials as required to support TCHA's work and communications

21.

Support projects and initiatives that support resident engagement

22.

Montor and maintain TCHA's complaints process ensuring complaints are acknowledged quickly and accurately and passed to the correct member of staff for response. Prepare monthly tracking of complaints cases for review.

General

23.

Ensure that you take responsibility for your own and, colleagues and residents' health and safety, following company policy and procedures.

24.

Be alert to safeguarding issues and report any concerns to management

25.

To carry out any other reasonable duties required by management and support and cover for other teams as needed

This job description describes the current duties and responsibilities of the post. No job description can be entirely comprehensive, and the post holder will be expected to carry out such duties as may be required from time to time and are broadly consistent with the job description, and the seniority of the role. The job description will be subject to periodic review in the light of experience.

Job Type: Full-time

Work Location: In person