Housing Assistant

Job Title: Housing Assistant

Location: Whitwick Business Centre, LE67 4JP
Hours: 36.25 Hours Per Week, Mon-Fri
Contract: 6 Week Contract, with the possibility of an extension
Pay Rate: £15.75 Per Hour

Job Purpose

As the first point of contact within the Housing Management Team, the Housing Assistant plays a crucial front-line role in delivering high-quality customer service to over 4,000 tenants. This position involves handling tenancy-related queries, supporting tenancy processes, and providing administrative assistance to Housing Officers to ensure efficient and effective service delivery.

Key Responsibilities, Customer Service & Communication

• Act as the first point of contact for tenants and their representatives regarding all aspects of housing management.
• Respond to telephone enquiries and provide clear, accurate information on tenancy issues.
• Handle difficult and challenging customer interactions with professionalism and empathy.
• Offer guidance and support to new tenants during the sign-up process.

Tenancy Support & Administration

• Provide administrative support to the Housing Management team.
• Manage day-to-day tasks such as raising repairs orders and processing invoices.
• Maintain accurate records of tenant contact and casework.
• Assist in the management of breaches of tenancy conditions, including anti-social behaviour and rent arrears, under the direction of Housing Officers.

Case Handling

• Administer Right to Buy and Mutual Exchange applications, including arranging and undertaking property inspections.
• Compile documentation required for legal action relating to tenancy issues.
• Manage the waiting list and allocation process for garages and site tenancies.

Additional Responsibilities

• Contribute to continuous service improvement by seeing the service through the eyes of the customer and suggesting improvements.
• Participate in the Council's performance appraisal system and undertake relevant training as needed.
• Adhere to high standards of health and safety in line with Council policy.
• Promote and uphold the Council's Equality and Diversity Policy in service delivery and employment practices.
• Support the Council's response to civil emergencies when required.
• Undertake any other reasonable duties in line with the grading of the post as required by the line manager.

Person Specification, Essential:

• Excellent communication and interpersonal skills.
• Demonstrated experience in delivering outstanding customer service.
• Confidence in dealing with sensitive and challenging situations.
• Proficiency in administrative tasks, including order raising and invoice processing.
• Ability to work efficiently in a busy office environment.

Desirable:

• Experience working in a social housing setting.
• Knowledge of tenancy management services and local authority procedures.
• Familiarity with housing legislation and the Right to Buy/Mutual Exchange processes.

Job Types: Full-time, Fixed-term contract

Contract length: 2 months

Pay: £15.75 per hour

Expected hours: 36.25 per week

Work Location: In person

Reference ID: (phone number removed)