Job Description and Person Specification - Spectrum Housing Group
Job Description and Person Specification - Spectrum Housing Group
Job Description and Person Specification - Spectrum Housing Group
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JOB DESCRIPTION<br />
<strong>Job</strong> title<br />
Department<br />
Reporting to<br />
Work location<br />
Neighbourhood <strong>Housing</strong> Assistant<br />
Neighbourhood Services<br />
Neighbourhood Team Manager<br />
Bl<strong>and</strong>ford<br />
Grade D JE points 379<br />
<strong>Job</strong> purpose<br />
To help provide a comprehensive neighbourhood housing management<br />
service to residents of the Associations properties. To take full<br />
responsibility for providing administrative support to the neighbourhood<br />
housing management function. To develop <strong>and</strong> maintain systems <strong>and</strong><br />
statistics. To manage the Association’s properties in an identified area<br />
<strong>and</strong> to provide cover for Neighbourhood <strong>Housing</strong> Officers during periods<br />
of annual leave <strong>and</strong> sick leave.<br />
MAIN RESPONSIBILITIES<br />
Business Management<br />
Produce statistical information for monthly reporting by the Neighbourhood Team Manager.<br />
− Maintain statistical information <strong>and</strong> produce performance reports.<br />
− Develop statistical reports to assist performance monitoring.<br />
Provide administration support to the Neighbourhood Team Manager <strong>and</strong> Community Forums.<br />
− Deal with incoming <strong>and</strong> outgoing mail as required.<br />
− Answer telephone calls <strong>and</strong> take messages<br />
− Set up <strong>and</strong> maintain an effective contract filing system.<br />
− Develop <strong>and</strong> maintain computerised <strong>and</strong> manual record keeping systems<br />
− Process invoices for payment including allocation of appropriate codes.<br />
− Take minutes for the Community Forum.<br />
Customer Care<br />
To demonstrate a commitment to issues such as customer care, confidentiality, equality <strong>and</strong><br />
diversity <strong>and</strong> best value.<br />
− Meet the st<strong>and</strong>ards of service outlined in the Customer Service Charter.<br />
− Communicate effectively with customers.<br />
− Comply with the Call H<strong>and</strong>ling Service Level Agreement.<br />
− Ensure that complaints about service delivery are dealt with according to the <strong>Group</strong>’s policies <strong>and</strong><br />
procedures.<br />
− Undertake surveys <strong>and</strong> tenant consultation <strong>and</strong> analyse <strong>and</strong> present the results.<br />
Cover for the Neighbourhood <strong>Housing</strong> Officers during periods of annual leave <strong>and</strong> sick leave.<br />
Provide duty office cover with other staff in the office.
Lettings <strong>and</strong> Voids<br />
To maintain the void property list <strong>and</strong> co-ordinate a weekly voids meeting.<br />
Maintain <strong>and</strong> administer the waiting list including interviewing applicants <strong>and</strong> the assessment<br />
<strong>and</strong> selection of applicants in accordance with the Association's Selection <strong>and</strong> Allocation<br />
Policy. Administer exchange schemes <strong>and</strong> manage the mutual exchange process.<br />
Deal with the termination of tenancies ensuring that properties are let with the minimum of<br />
delay in accordance with the Association’s targets. Update Active H with all tenancy changes.<br />
Prepare tenancy agreements <strong>and</strong> welcome packs <strong>and</strong> collate supporting documentation <strong>and</strong><br />
statistical data.<br />
Rents <strong>and</strong> Service Charges<br />
To maximise receipt of rent <strong>and</strong> service charge income, having regard to the Association’s<br />
arrears’ control policy, by offering residents advice on the control of household debt <strong>and</strong>,<br />
where necessary, carry out negotiations with residents on instruction from Payline.<br />
Neighbourhood Management<br />
To identify those residents whose general welfare is threatened in any way <strong>and</strong> to pursue such<br />
actions with relatives, neighbours <strong>and</strong>/or statutory/voluntary services required to deal with such<br />
problems.<br />
Provide secretarial support <strong>and</strong> maintain <strong>and</strong> develop all administrative systems for the<br />
housing management <strong>and</strong> office management functions.<br />
Resident Involvement<br />
To provide administrative support to Community Forums <strong>and</strong> other resident network<br />
development initiatives.<br />
Partners <strong>and</strong> Suppliers<br />
To establish <strong>and</strong> maintain effective working relationships with appropriate officers at the Local<br />
Authority <strong>and</strong> other statutory <strong>and</strong> voluntary agencies.<br />
General<br />
To positively represent the <strong>Group</strong> to outside bodies in order to assist in the development <strong>and</strong><br />
strengthening of partnerships <strong>and</strong> communicating the <strong>Group</strong>s’ vision, values <strong>and</strong> strategic<br />
aims.<br />
To communicate effectively <strong>and</strong> work productively with all staff:<br />
− To ensure the <strong>Group</strong>’s strategic objectives are achieved.<br />
− To be a Team Player in all activities.<br />
To foster positive <strong>and</strong> productive working relationships with Board members, Community<br />
Forum members <strong>and</strong> colleagues <strong>and</strong> cooperate seamlessly with other departments as<br />
necessary.
To exercise a high degree of probity <strong>and</strong> personal integrity in dealing with internal <strong>and</strong> external<br />
stakeholders, contractors, suppliers <strong>and</strong> agencies.<br />
To always approach work with the aim of fulfilling the stated values of the <strong>Group</strong>, <strong>and</strong> to<br />
adhere to the terms of the Staff H<strong>and</strong>book.<br />
To undertake other related tasks which might reasonably be requested by their line manager.<br />
All employees must observe & comply with the <strong>Group</strong>’s Policies <strong>and</strong> Procedures for Health &<br />
Safety.<br />
All employees must observe & continually promote the <strong>Group</strong>'s Equality, Diversity & Inclusion<br />
Policy.<br />
This is a description of the job as it is presently constructed. This will be reviewed<br />
periodically <strong>and</strong> updated to ensure that the job description fully reflects the responsibilities of<br />
the job.<br />
<strong>Description</strong> prepared by: <strong>Group</strong> Director of Operations Date: June 2011<br />
Employee name:<br />
Employee signature:<br />
HR Officer name:<br />
HR Officer signature:<br />
Date:<br />
Date:
PERSON SPECIFICATION<br />
<strong>Job</strong> title<br />
Department<br />
Neighbourhood <strong>Housing</strong> Assistant<br />
Neighbourhood Services<br />
Section<br />
A. <strong>Job</strong> related:<br />
Qualifications <strong>and</strong><br />
training<br />
Criteria<br />
1. Minimum GCSE Grade A-C<br />
Maths <strong>and</strong> English or equivalent<br />
B. Experience 1. Demonstrable experience in a<br />
customer facing environment within<br />
the last 3 yrs<br />
Method of<br />
assessment<br />
Minimum<br />
shortlist<br />
score<br />
Application form 3<br />
Application form 3<br />
C. Knowledge <strong>and</strong><br />
skills<br />
D. Special conditions/<br />
requirements<br />
1. Commitment to providing excellent<br />
customer care <strong>and</strong> quality<br />
Application<br />
form/Interview<br />
2. Excellent numeracy Application<br />
form/Testing<br />
3. Proficient in the use of MS Office Application<br />
Word <strong>and</strong> Excel<br />
form/Testing<br />
4. Excellent telephone manner Interview<br />
5. Ability to work under pressure <strong>and</strong> Interview<br />
can prioritise work<br />
6. Good communication skills both Interview<br />
written <strong>and</strong> verbal<br />
7. Good team player<br />
1. Willingness to work outside Interview<br />
normal office hours<br />
2. Current driving licence Application form 3<br />
3. Enhanced CRB disclosure CRB Clearance<br />
3<br />
3<br />
3<br />
Minimum score<br />
required to be<br />
shortlisted<br />
18