Housing Assistant

JOB TITLE: Housing Assistant
LOCATION: Northolt, UB5 5QN, Hybrid working (3 days office, 2 days remote)
PAY RATE: £17.27 PAYE / £22.25 Umbrella per hour
START DATE: ASAP
DURATION/Hours: 3-month initial contract/ 35 hours a week
IR35 STATUS: Inside

Role purpose:

• To provide customers with a knowledgeable and professional first point of contact on the telephone, in writing and in person for Neighbourhood Housing teams.
• Provide support to residents across a range of tenures throughout the lifetime of their tenancies.
• To provide general office support as directed by the Neighbourhood Team Leaders.

Duties:

• Be the first point of contact for housing services on reception, receiving enquiries from customers in person, by telephone, by letter and electronically, and provide information and advice on housing services aiming to resolve problems immediately where possible.
• Provide a strong customer focused service and deliver housing services to a diverse community in a professional and courteous manner.
• To manage all office administrative work, including the Document Management system, as directed by the Neighbourhood Team Leader or Head of Service.
• Process key returns and liaise with the Voids Team.
• Monitor property rent accounts, send letters, making agreements to pay and update records for straight forward low-level arrears cases as directed by the Neighbourhood Team Leader.
• Process requests for refunds, statements, direct debits, mortgage references etc.
• Assist in resolving benefit queries by liaising with the Housing Benefit Team.
• Liaise with Neighbourhood Team Leaders to ensure cheques received are recorded and processed appropriately.
• Assist with compiling and co-ordinating statistical data for Neighbourhood Team Leader and Manager.

Knowledge, skills & experience:

• Able to deal with customer enquiries and requests face to face, by telephone, by letter and electronically, and provide information and advice on housing services aiming to resolve problems immediately where possible.
• Able to develop and maintain a good working knowledge of housing services and procedures and to use procedures when dealing with customer enquiries and requests.
• Able to develop and maintain ICT skills and use Microsoft packages for producing written information (Word) and analysing data (Excel).
• Able to demonstrate a good standard of communication skills, able to draft simple letters to customers without supervision, to compile information into simple factual reports and to explain housing services to customers over the telephone, in writing and face to face.
• Able to manage and maintain records, files and other documentation accurately.
• Ability to use word processing and spreadsheet software, as well as mainframe systems in a working environment.
• Public Sector experience, desirable.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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