Neighbourhood Services Officer

Great Places Housing Association; Knutsford; On-site; GBP 24,000 - 32,000; Full time

Job summary

Great Places Housing Association in Knutsford is seeking a Neighbourhood Services Officer to support our regional team in delivering high-quality services to customers and developing sustainable communities. Reporting to a Neighbourhood Services Manager, you will handle rent arrears, housing allocations, and estate maintenance while contributing to regional and corporate projects.

The role provides progression toward a Neighbourhood Services Manager position and requires good communication and

Qualifications

• GCSE maths and English or equivalent at grade C/4 or above.
• Clean UK driving licence and access to a car desirable.
• Experience of working in a customer focused environment with high service standards.
• Excellent written and verbal communication skills.
• Ability to work as part of a team and manage time effectively.

Responsibilities

• Support the neighbourhood team to help customers manage rent and access financial help.
• Assist moving customers into new homes, including advertising and shortlisting.
• Provide assistance for customers to access digital services.
• Carry out regular estate inspections to keep properties safe and attractive.
• Develop a basic housing knowledge to advise and resolve customer queries first time.
• Signpost customers to local and national services for health, finances, digital inclusion and employment.
• Provide project support for regional and corporate initiatives.
• Input data into the housing management system.
• Assist in data gathering to respond to customer complaints with fair resolution.
• Represent Great Places with integrity and respect for diversity.
• Treat customers and colleagues with respect and empathy.
• Work 35 hours per week with a flexible approach.

Skills

Customer service

Communication skills

Teamwork

Time management

Attention to detail

ICT skills

Empathy

Education

GCSE maths and English (Grade C/4+)

Tools

Microsoft Office

Job description

Neighbourhood Services Officer (NSO)

Why are you here?

Reporting to a Neighbourhood Services Manager you will play a key role in supporting our regional team to deliver high quality services to our customers and support the development of strong, sustainable communities.

You will initially provide support to the team across all the key aspects of housing management including; management of rent arrears, allocation of new homes and ensuring our blocks, schemes, streets and neighbourhoods are well maintained.

There will also be opportunity to be involved in a range of regional and corporate projects that aim to transform the services we deliver, build the resilience of our local communities and create a fantastic environment for our colleagues to flourish.

This position is designed to build the skills and experience required for progression into a Neighbourhood Services Manager role.

What you’ll be doing…

• Supporting the neighbourhood team to work with customers to manage their rent independently and provide advice about the ways they can access financial help they might be entitled
• Supporting the neighbourhood team and customers to move into their new home including advertising the empty property, shortlisting potential new customers. Assisting with viewings with the NSM.
• To provide assistance and support for customers to access digital services
• Having a regular presence within our communities and completing estate inspections to ensure our properties, blocks, schemes and streets are safe and attractive places to live.
• To develop a basic broad range of housing housings to providing advice, sign posting, guidance and effective resolutions to customer queries with a focus on getting it ‘right first time’
• Signposting customers to other local and national services that can provide support with health, wellbeing, financial advice, digital inclusion and employment support.
• Providing project support for a range of regional and corporate projects
• To be responsible for the housekeeping and inputting of data on the housing management system
• Assisting in the data and evidence gathering to ensure we can respond appropriately to customer complaints with a focus on providing fair resolution and ensuring we learn when things have gone wrong
• Representing Great Places in a professional manner with integrity, inclusivity and respect for diversity
• Treating customers and colleagues with respect and empathy
• Working 35 hours per week and having a flexible approach to work

What you’ll need…

• GCSE maths and English or equivalent at grade C/4 or above
• A clean UK driving licence and access to a car would be desirable
• Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service
• Excellent written and verbal communication skills
• Ability to work as part of a team, as well as using your own initiative and time management skills to deliver tasks on time
• Keen eye for detail and good organisational skills
• Competent level of ICT skills including the full range of Microsoft applications and the ability to use technology such as a mobile phone, tablet and laptop
• Commitment to observe and comply with all policies / procedures / working practices / regulations and in particular Great Places Equality and Diversity Policy, Health and Safety Policy and Safeguarding Policy