Customer and Systems Support Advisor

**ROLE PROFILE**

**Customer and Systems Support Advisors (Housing)**

**_The ‘role profile’ is the contractual element that your post has been assigned to and generically sets out in broad terms the responsibilities the post holder is expected to have _**

**Service Area: Strategic Housing**

**Grade: BS2/OPS2**

**Responsible to: Customer and Systems Support Team Leader**

**Responsible for: N/A**

**Generic Responsibilities**
- Responsible for developing and managing a range of efficient administration processes and procedures in order to support the effective operation of the service area.
- To oversee the operation of an effective customer response and take independent decisions on less routine enquiries.
- Maintain and refresh established systems and processes, responding to current and future service needs.
- Assist with the review of relevant business processes to evaluate that they are fit for purpose.
- Assist in the resolution of customer issues by liaising with colleagues and co-ordinating operational logistics to ensure agreed standards are achieved.
- Undertake research and information gathering activities and provide management information as requested, including carrying out research projects, analysing results and reporting findings.
- Undertake a range of financial administrative tasks in accordance with relevant procedures.
- Ensure that the full range of complex data is accurately and securely maintained and retrieved effectively.
- Ensure that the use of IT is maximised to enhance quality and efficiency of service provision.
- Assist with the production of reports, minutes, briefings and presentations in relation to audience specific requirements

**Business Services - TASK SPECIFICS**

**_The ‘task specifics’ is the non contractual element that your post has been assigned to and is a more detailed description of day to day activity which will be reviewed in line with PDR objectives and can change when priorities change. _**

**JE Reference**

**_SH2.2_**

**Purpose**

To work as part of the Housing Services Team providing a high quality and customer focused housing advice service to the public. To contribute to and help implement improvements in all types of housing, homelessness and benefit advice and customer services and administer the effective operation of the Housing Systems.

**Service to Customers**
- To accurately administer and maintain the Housing Services systems including the Customer Contact system, Benefit system, Housing Register Choice Based Letting Scheme (CBL) system, Homelessness and Accommodation system and Private Sector systems. Liaising with the Registered Providers Landlords, Agents and Tenants to effectively administrate this.
- To support the delivery of the Worcester City Discretionary Welfare Assistance Scheme, providing administrative support and liaising with applicants, referral agencies and suppliers.
- To provide a face to face and telephone-based customer focused service to all customers seeking advice on all aspects of their housing issues.
- To book customers into temporary accommodation and maintain databases and relationships with accommodation providers.

**Business Improvement/planning responsibility**
- To provide front facing customer service and operate the reception facility at the Housing Advice Centre premises currently Trinity Street including the opening and closing of the building.
- To ensure that all files, records and computer-based data are maintained to enable the efficient access of data and information. Supplying statistics and performance indicators as and when required.
- Ensure that the customer information on the City Council website is up to date covering all aspects of housing and benefit advice and systems necessary.
- To input all housing registrations through the CBL scheme in an efficient manner ensuring that the correct banding system is applied.
- To maintain the empty property database.
- To assist with customer satisfaction and service development initiatives.
- Implement and maintain a culture of customer service, which encourages involvement and embraces continuous improvement and quality management of housing advice services in line with the changes in customer’s needs and council policy.
- To provide financial administrative support to all areas of the Service, using the Council’s Finance IT systems to ensure payments are processed and income is recovered efficiently and in accordance with financial policies and procedures.
- To support the on-going development of the housing advice centre and the multi-agency approach in the City.
- Work towards set targets and goals as specified in the Annual Service Delivery Plan and the Team plan.
- To cover any other new initiatives or service need as required within the level of role.

**Colleagues, Self and Partners**
- To contact other Council departments and organisations on behalf of customers, as required, to clarify and help resolve customer requests wher