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Location: Ansell Way, CV34 4UL
Start Date: ASAP
Contract Duration: 4+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay rate: £ 13.48 per hour
Job Ref: (phone number removed)
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Main Responsibilities
- Notify relevant Council Sections, such as Housing Benefits and Council Tax Departments, about placements into, moves within, and the termination of temporary accommodation.
- Arrange the storage of applicants' belongings in accordance with the Council’s legal duties in instances of abandonment, incarceration, or confinement for health reasons.
- Set up rent accounts, monitor payments, and terminate accounts and placements promptly in relation to temporary accommodation as per the council’s procedures and record on relevant IT systems.
- Take appropriate action with respect to rent accounts falling into arrears in accordance with current council procedures, liaise with the Housing Benefit department to resolve any issues, and ensure agreed repayment arrangements are adhered to.
- Identify and recommend former occupancy debts to be written off in accordance with policy and procedures.
- Verify invoices received from temporary accommodation providers to ensure accuracy and authorize payments via the finance department and IT system within corporate timescales.
- Undertake weekly external inspections of Council-owned temporary accommodation, including communal areas, and report any issues or repairs as required.
- Identify clients who require a review of their priority banding due to the length of time spent in temporary accommodation or a change in circumstances, in accordance with the Council’s Allocations Policy, and refer to the appropriate colleague.
- Serve warning letters, Notice to Quit, or any other correspondence at the direction of Housing Option Officers and complete Statement of Service documents. Attend lock changes when required.
- Refer homeless applicants who are being evicted from their temporary accommodation placement to the relevant Housing Options Officer with full details to enable a discharge assessment.
- Coordinate voids within the council’s temporary accommodation portfolio and provide suitable nominations of homeless households to providers in accordance with the procurement framework.
- Record all placements, movements, and exits from temporary accommodation on relevant IT systems and spreadsheets.
Qualifications and Experience
- At least 2 years’ experience of delivering customer-focused quality services on a face-to-face and telephone basis.
- Experience of maintaining electronic-based information systems.
- Experience of keeping accurate records.
- A minimum qualification of 3 GCSEs grade C/4 or above (or equivalent), including English and Maths.
- Experience of drafting basic written correspondence to customers as well as liaising with them face-to-face and on the telephone.
- Experience of using Microsoft Outlook, Word, and Excel.
- Experience of working with vulnerable client groups.
- Excellent customer service skills combined with the ability to give customers confidence in service provision.
- Ability to communicate difficult decisions and display sensitivity and courtesy at all times.
- Patient, understanding, and able to empathize with customers experiencing difficult situations.
- A ‘can do’ attitude with a focus on problem-solving.
- Knowledge of general administrative techniques.
- Excellent interpersonal skills with a friendly, non-judgmental, approachable, sensitive, and customer-oriented approach.
- Good time management and organizational skills.
- Ability to take ownership of own performance and focus on achieving targets.
- Excellent attention to detail.
- Excellent team working skills.
- Ability to negotiate.
- Good written and verbal skills, including the ability to draft basic correspondence and converse confidently with customers.
- Excellent IT skills.
- A high level of self-motivation.
- Positive and enthusiastic with the ability to embrace change.
- Must be aware of and/or able to develop an awareness of Equal Opportunities issues and comply with Warwick District Council’s Equal Opportunities Policy Statement.
- A willingness to undertake training appropriate to the job.
- A flexible approach to meet the ongoing needs of the Service Area and Council as a whole.
- Awareness and understanding of the importance of equality and the ability to translate this into daily working practices and approach.
- Willingness to work out of hours when necessary.
- Promote and maintain a culture that places customers first and aims to deliver a high standard of service.
- Full valid driving licence and access to a car.
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