Job Description and Person Specification - Spectrum Housing Group

JOB DESCRIPTION
Job title
Department
Reporting to
Work location
Neighbourhood Housing Assistant
Neighbourhood Services
Neighbourhood Team Manager
Blandford
Grade D JE points 379
Job purpose
To help provide a comprehensive neighbourhood housing management
service to residents of the Associations properties. To take full
responsibility for providing administrative support to the neighbourhood
housing management function. To develop and maintain systems and
statistics. To manage the Association’s properties in an identified area
and to provide cover for Neighbourhood Housing Officers during periods
of annual leave and sick leave.
MAIN RESPONSIBILITIES
Business Management
Produce statistical information for monthly reporting by the Neighbourhood Team Manager.
− Maintain statistical information and produce performance reports.
− Develop statistical reports to assist performance monitoring.
Provide administration support to the Neighbourhood Team Manager and Community Forums.
− Deal with incoming and outgoing mail as required.
− Answer telephone calls and take messages
− Set up and maintain an effective contract filing system.
− Develop and maintain computerised and manual record keeping systems
− Process invoices for payment including allocation of appropriate codes.
− Take minutes for the Community Forum.
Customer Care
To demonstrate a commitment to issues such as customer care, confidentiality, equality and
diversity and best value.
− Meet the standards of service outlined in the Customer Service Charter.
− Communicate effectively with customers.
− Comply with the Call Handling Service Level Agreement.
− Ensure that complaints about service delivery are dealt with according to the Group’s policies and
procedures.
− Undertake surveys and tenant consultation and analyse and present the results.
Cover for the Neighbourhood Housing Officers during periods of annual leave and sick leave.
Provide duty office cover with other staff in the office.

Lettings and Voids
To maintain the void property list and co-ordinate a weekly voids meeting.
Maintain and administer the waiting list including interviewing applicants and the assessment
and selection of applicants in accordance with the Association's Selection and Allocation
Policy. Administer exchange schemes and manage the mutual exchange process.
Deal with the termination of tenancies ensuring that properties are let with the minimum of
delay in accordance with the Association’s targets. Update Active H with all tenancy changes.
Prepare tenancy agreements and welcome packs and collate supporting documentation and
statistical data.
Rents and Service Charges
To maximise receipt of rent and service charge income, having regard to the Association’s
arrears’ control policy, by offering residents advice on the control of household debt and,
where necessary, carry out negotiations with residents on instruction from Payline.
Neighbourhood Management
To identify those residents whose general welfare is threatened in any way and to pursue such
actions with relatives, neighbours and/or statutory/voluntary services required to deal with such
problems.
Provide secretarial support and maintain and develop all administrative systems for the
housing management and office management functions.
Resident Involvement
To provide administrative support to Community Forums and other resident network
development initiatives.
Partners and Suppliers
To establish and maintain effective working relationships with appropriate officers at the Local
Authority and other statutory and voluntary agencies.
General
To positively represent the Group to outside bodies in order to assist in the development and
strengthening of partnerships and communicating the Groups’ vision, values and strategic
aims.
To communicate effectively and work productively with all staff:
− To ensure the Group’s strategic objectives are achieved.
− To be a Team Player in all activities.
To foster positive and productive working relationships with Board members, Community
Forum members and colleagues and cooperate seamlessly with other departments as
necessary.

To exercise a high degree of probity and personal integrity in dealing with internal and external
stakeholders, contractors, suppliers and agencies.
To always approach work with the aim of fulfilling the stated values of the Group, and to
adhere to the terms of the Staff Handbook.
To undertake other related tasks which might reasonably be requested by their line manager.
All employees must observe & comply with the Group’s Policies and Procedures for Health &
Safety.
All employees must observe & continually promote the Group's Equality, Diversity & Inclusion
Policy.
This is a description of the job as it is presently constructed. This will be reviewed
periodically and updated to ensure that the job description fully reflects the responsibilities of
the job.
Description prepared by: Group Director of Operations Date: June 2011
Employee name:
Employee signature:
HR Officer name:
HR Officer signature:
Date:
Date:

PERSON SPECIFICATION
Job title
Department
Neighbourhood Housing Assistant
Neighbourhood Services
Section
A. Job related:
Qualifications and
training
Criteria
1. Minimum GCSE Grade A-C
Maths and English or equivalent
B. Experience 1. Demonstrable experience in a
customer facing environment within
the last 3 yrs
Method of
assessment
Minimum
shortlist
score
Application form 3
Application form 3
C. Knowledge and
skills
D. Special conditions/
requirements
1. Commitment to providing excellent
customer care and quality
Application
form/Interview
2. Excellent numeracy Application
form/Testing
3. Proficient in the use of MS Office Application
Word and Excel
form/Testing
4. Excellent telephone manner Interview
5. Ability to work under pressure and Interview
can prioritise work
6. Good communication skills both Interview
written and verbal
7. Good team player
1. Willingness to work outside Interview
normal office hours
2. Current driving licence Application form 3
3. Enhanced CRB disclosure CRB Clearance
3
3
3
Minimum score
required to be
shortlisted
18