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Housing Business Support Officer

3 months ago

Exeter, United Kingdom Exeter City Council Full time

Job description

About you:

You will be experienced in handling customer enquiries and complaints and have a strong sense of how these communications impact an organisation and how to use them to identify potential service improvements. Excellent communication skills both written and verbal are essential, as is the ability to tailor these communications to a broad range of audiences. You will be confident in report writing and in using customer contact to analyse performance and inform learnings. The ability to plan, prioritise workloads; work under pressure and meet strict deadlines will be necessary to meet the requirements of this role.

About the role:

Reporting into the Housing Policy Officer, you will be required to provide an effective complaints management system – working with our Housing managers in a collaborative way to monitor and support the service in resolving disputes and enquiries. You will be responsible for monitoring transactional surveys, used to track our performance and to identify service improvements that can be implemented to help improve our housing services. Analysing and reporting on this data forms a fundamental responsibility of the role.

About the team:

Housing Services manages and maintains around 5,000 tenancies and almost 1,000 leasehold properties in Exeter. We provide a range of services to around one tenth of the population of the city. We also have an ambitious development programme to be delivered over the next five years.

The Performance, Strategy and Resident Involvement team work on a variety of projects and programmes of work across Housing Services providing policy, performance and business support to enhance the lives of our tenants. Some of our key achievements over the last 24 months have included:

Organised a successful Housing Week to raise our profile in the City Conducted various consultations with our residents - reviewing strategies, policies and procedures Ongoing development of our team members through accredited qualification programmes.