To provide cover for Customer Services Officers who provide front-line customer service to residents on housing estates; to organise estate offices and to provide administrative support to the Estate Team. To also provide cover for Scheme Manager on sheltered schemes.
Main Duties & Responsibilities
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Address all customer enquires in a helpful, friendly and professional manner. Providing advice and assistance to customers on a wide range of issues at the first point of contact. referring enquiries to managers or external agencies as necessary and following up enquiries to ensure that the customer receives an accurate and timely response.
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Cover sheltered schemes in the absence of Scheme Managers in line with policies and procedures. Ensure the health and safety of residents are maintained.
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Maintain a welcoming, responsive service for customers during open hours and an efficient, professional working environment for staff at all times. Ensure all contact and service requests are logged on the housing management system and allocate to the relevant person / team.
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Completing welfare checks and escalating any safeguarding issues to the relevant managers.
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Process payments for community facilities, parking, fobs, guest flats (where appropriate)
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Carryout welfare checks on vulnerable residents as directed by the Supported Living Manager.
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Carryout viewings in the absence of the Scheme Manager.
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Establish, develop and maintain effective working relationships with colleagues, contractors and agencies to ensure that the needs of the customers are met.
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Ensure property keys are issued and stored appropriately and ensuring this is logged on Civica.
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Ensure all communal keys / fobs are stored securely and maintain a robust monitoring/ auditing system.
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Manage the bookings and deposits for the hire of any community hall and explain the terms of use to anyone who books it.
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Provide assistance on the preparation and distribution of resident communications, i.e newsletters, leaflets, website and social media
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Handle correspondence relating to the estate / scheme, whether by letter, e-mail or via the clients website. Manage and distribute incoming correspondence to relevant persons and log on Civica.
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With assistance from the Resident Services Officer, manage the lettings of sheds on the estate, managing rental income and voids.
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Respond to complaints politely and promptly in accordance with our complaint handling procedures. Escalate to the appropriate person or team.
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Carry out administrative and clerical duties, including filing, photocopying, dealing with post, maintaining procedural manuals and taking notes of meetings as necessary.
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Raise and process invoices for office supplies in accordance with internal procedures.
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Support resident involvement by assisting the Resident Services Officer in organising and attending meetings and estate events as necessary, assisting in carrying out resident surveys and by promoting all forms of resident involvement.
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Actively seek to implement the clients Occupational Health and Safety Policy in relation to the duties of the post, and at all times give due regard to the health and safety of both themselves and others when carrying out their duties.
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Actively seek to implement the clients Equal Opportunity Policy and the objective to promote equality of opportunity in relation to the duties of the post.
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Undertake any other duties that may reasonably be requested, appropriate
to the grade as required.
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customer service: 1 year (required)
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housing: 1 year (preferred)
Licence/Certification:
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Driving Licence (required)
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DBS on the update service (required)
Contact Detail:
Lynx Employment Services Ltd Recruiting Team
