Reports To
Team Leader - Community Safety
Overall team / department
The purpose of the department is to build strong customer relationships, sustain tenancies, maximising income, and ensuring the creation and management of safe and sustainable neighbourhoods. The team comprises of:
The Housing Team is responsible for building strong relationships with their customers to enable them to sustain their tenancy. They maintain contact with the customer throughout their tenancy, identifying where customers need additional support to maintain their tenancies in line with our requirements.
The Community Safety Team provides a responsive and proactive service to customers to tackle all forms of anti-social behaviour (ASB), and domestic abuse. The team also offers signposting to support services for mental health and wellbeing for a defined period. These teams work closely with the Advisors - Housing on a case management basis to enable them to sustain their tenancy and remain safe in their home and their community.
The Income Team, which is responsible for effective arrears management and a financial wellbeing service for customers. The team proactively manages all housing debt types, implementing payment agreements when appropriate and pursuing debt recovery to maximise income for the business.
Deliver Interventions
- Deliver interventions and specialist support through a partnership approach, to tackle anti-social behaviour and domestic abuse in our homes.
Key working relationships
- Advisor - Community Safety will work closely with, and provide guidance to, colleagues across the Group to support and enable other functional areas and their objectives.
- Advisor - Community Safety will work with customers, external partners, and key stakeholders to achieve the service's objectives.
- Manage all ASB and domestic abuse cases, providing the required level of support to the customer to achieve the desired outcomes, working in partnership with the Advisor – Housing.
- Deliver a person-centred advocacy model for community safety and signpost to specialist support.
- Manage day-to-day relationships with key internal and external partners.
- Provide accurate and timely information to the Team Leader – Community Safety for any purpose such as meetings, committee papers and performance reporting.
- Support customers to live safely in their homes, maintain their tenancies and access services to meet their needs.
- Manage relationships with key partners including Police, Local Authorities and Legal Services.
- Promote partnership working by creating links with local key stakeholders.
- Identify gaps in service provision to support with the development of community investment projects.
- Identify opportunities for customer engagement and work with customer engagement team to deliver the required outcomes.
- Represent the business at case conferences / as a professional witness for other agencies, including court.
- Ensure that best practice and learning for dealing with cases of ASB and DV are brought back to the team and Group to enhance future service provision/actions taken.
- Ensure systems are updated with accurate and up to date information so that other teams are aware of the status of case situations.
- Gather and assess relevant paperwork to ensure cases are progressed to legal action as appropriate.
- Identify opportunities to improve the processes and feed these to the Team Leader.
- Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- Process compliance.
- Customer Satisfaction target achieved.
Person Specification
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Formal qualification relevant to area of specialism or equivalent relevant experience (D)
Experience
Customer facing experience in a service-related organisation (E)
Social housing specific experience (D)
Relevant prior experience and/or strong interest/background specific to ASB and/or DA (E)
Working with 3rd party agencies (E)
Skills, knowledge & ability
Comprehensive understanding of impact of ASB and DA on customers and communities (E)
Effective communication, interpersonal and teamwork skills (E)
Ability to adapt to different situations and handle different customers and those in distress (E)
Ability to advocate for the customer in a professional manner (E)
Ability to communicate about complex and/or sensitive issues with a wide range of customers in a clear and concise manner (E)
IT skills, including use of Microsoft Office packages (E)
Personal characteristics
Highly Customer Focused (E)
Excellent tact and diplomacy skills (E)
Ability to work under pressure and meet deadlines (E)
Confident and resilient (E)
Ability to work on own initiative and as a multi-disciplinary team member (E)
Other
A flexible approach to hours and locations worked (E)
Able to travel independently (E)
