Housing Advisor

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for Housing Advisor on a 3 month contract with a possibility of an extension.

This position will be a total of 35 hours per week, with hours from 09:00am – 17:00pm.

Job Purpose:

To provide professional and responsive customer services, as the first point of contact for residents contacting Tower Hamlets Homes, whilst ensuring that resident are at the heart of everything we do.

Job Specific Accountabilities:

• To respond to telephone, face to face, email, and correspondence enquiries made by residents and provide advice and assistance in resolving them at the initial point of contact.
• To schedule appointments and manage hand-offs with specialist support teams.
• To record actions and outcomes on the relevant ICT system, and manage customer records.
• To provide customer services at all THH customer contact points and work flexibly to deliver the service to the hours of operation agreed with residents.
• To undertake outbound contacts to support vulnerable residents, consultation and satisfaction surveys.
• To undertake a range of customer services support activities (forms processing and document management).
• To provide support and liaise with mobile staff within the Neighbourhood Housing Service and other specialist delivery teams.
• To consistently deliver to customer service targets and service standards as agreed.
• To comply with Tower Hamlets Homes people management policies and procedures including equality of opportunity and Health and Safety at work.
• To demonstrate professional behaviour in accordance with the Visions and Values and code of conduct in operation in Tower Hamlets Homes.
• To undertake any other duties that may be required from time to time, and which are commensurate with the salary and responsibilities of the post, including evening and weekend working as a key feature of this role.
• Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post as directed by the line manager or the Head of Service.

Knowledge, Qualifications and Experience:

• Experience and knowledge of Housing policies and procedures
• Knowledge and experience of dealing with residents directly
• Knowledge of Microsoft Word, Excel and Outlook or similar applications
• Experience of working in a customer facing environment – call centre and/or face-to-face
• Excellent customer focus and communication skills
• Ability to prioritise and meet deadlines
• Ability to manage difficult conversations
• Team player
• Ability to learn
• Commitment to equalities
• Ability to work in accordance with THH values
• Writing skills
• Flexible, including types of duties required within role, location of work and working hours

To get more information about this role and how to apply please contact Anisha.