Gda Apprentice Tenancy Support

**Greenwich Direct Apprentice**ship**:
**WORK EARN LEARN**:
**GDA Apprentice Tenancy Support - work, earn and learn**

The Community Participation and Diversity Team work alongside Council tenants and leaseholders to shape and improve housing services. We offer a range of engagement opportunities to residents via our YourView platform, such as local housing meetings, focus groups on specific topics, mystery shopping and an online reading room. We organise caretaking spot check inspections and provide residents with the opportunity to take on the role of Housing Champions in their community. We are looking for a flexible, enthusiastic person who works well in a small team and is committed to providing excellent customer service and development to Council tenants. There is some telephone work, which may involve working with vulnerable council tenants. Confidentiality is a requirement in all aspects of the work. The role is mainly based in The Woolwich Centre and presently, requires remote working, but there may be a requirement for accompanied site visits, and cover at our other offices.

The Community Participation and Diversity Team in the Directorate of Housing is responsible for the engagement of Council Tenants and Leaseholders in line with the Housing Community and Engagement Strategy and Corporate Engagement Strategy.

We are looking for someone with a keen interest in administrative and project work initiatives, who is empathetic to the needs of our residents and is eager to learn and is driven and self-motivated to deliver high quality work for a truly unique and exciting London borough.

**Professional Duties**:

- To be part of the Community Participation & Diversity Team providing administration support and assistance to the team’s co-ordinator, engagement officers and team manager.
- To keep records and manage digital filing systems for the team’s work including, but not exclusive to, Microsoft EXCEL and Microsoft Teams.
- To ensure residents are aware of opportunities to engage with Royal Greenwich.
- To provide advice and information on services provided by the team liaising on behalf of callers as appropriate.
- To identify opportunities for the development and improvement of the service and to assist in the collation and provision of statistics as required.
- To maximise the use of IT for the benefit of the customer and specialist teams including e mail, Microsoft Teams, online housing meetings, use of word processing and spreadsheet packages, and other forms of digital contact, inputting data and producing reports as necessary.
- To carry out all duties with regard to the provision of health and safety regulations, confidentiality and in line with GDPR legislations
- To carry out all duties in regards to the Councils equal opportunities and customer care policies and the New Technology Agreement. In addition, to work with the manager and the team on e -government developments.

**Team Specific Tasks**:

- As the main point of contact (this will be a mixture of working within the office and remote working), and potentially at other local access points to provide a response to residents, including but not limited to:

- Giving advice, information and direction to residents
- Issuing forms, statements, brochures, etc.
- Conducting customer satisfaction surveys
- To attend online meetings with residents, Officers from across teams within RBG and external partners as well as Elected Members. To take minutes at the meetings, where required.
- To assist the Community Participation and Diversity Team as directed and specifically to prepare and send a monthly calendar of events to residents.
- Check and process internal invoices for work procured from other sections/ departments as part of service Level or other agreements.
- To create and maintain the teams' administrative systems including electronic filing systems ensuring the maximum use of electronic document retention and off site archiving.
- To make telephone calls to residents as required; informing them of engagement opportunities such as online housing meetings, focus groups and training opportunities.
- To ensure that information literature is available online, in the office and at local service outlets and is relevant accurate and in a form that meets the needs of the intended recipient. Exploring opportunities for electronic storage and distribution.
- To undertake other duties appropriate to the level and general nature of the posts' function.

**Personal Development**:

- To undertake a varied programme of work experience, practical and theoretical training leading to a recognised apprenticeship qualification in Business Admin level 3 as part of an apprenticeship programme.
- To actively participate in their own development plan, which will be agreed with the line manager and the assessor from the training provider. To undertake the requirements of the academic element of the apprenticeship (e.g. attendance at college and completi