The Roles & Responsibilities of Operations Function

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1 ROL PROFIL Job Title Housing Services Officer Salary Scale 25,550-30,660 Reports to: Housing Services Manager Responsible for: N/A Core Competency Level Level 2 Management Competency Level N/A Background CDS provides property and financial services for a number of client co-operative (and other) independent organizations. We also own and manage around 1,000 rented and leasehold homes of our own. The operations function is responsible for providing all non financial services to client organisations and to the occupiers of the homes owned and managed by the Society. The operations function is divided into four areas, client services, housing services (two teams), allocations & voids and customer services. The Role The housing services teams are responsible for the relationship with and the experience of tenants and leaseholders whether CDS or client. They will be the point of contact for resolving problems and dealing with complaints. They will help co-ordinate contact and consultation and will carry out all standard housing management functions such as lettings, anti-social behaviour, high level arrears, complex repairs, consultation on projects, vulnerability issues, estate contract management and maintaining standards. The housing services officers are responsible for all generic housing management functions for the patch covered by the team with support on technical matters from the technical officers and from the arrears officers for high level arrears. Key Purpose Provision of housing management services to the occupiers of the property owned or managed by the Society based on a patch allocation; Develop excellent awareness of the customers within the patch including vulnerability issues; Co-ordinate contact and consultation with customers on relevant matters;

2 nsure that estate health and safety matters are monitored and issues of concern reported promptly to managers; Carry out estate inspections and home visits, as required; Assist the voids & allocations officer to ensure that void properties are dealt with in line with the voids management process and relet in a timely manner; Assist the arrears officer with recovery of rent and service charge arrears as required, including home visits, serving notices and attending evictions; Take the lead in co-ordinating the Society s response to the customers in respect of planned and cyclical maintenance work and on complex repair issues referred from the customer service centre with the assistance of the technical officer as required; nsure consultation is carried out with leaseholders when required in accordance with statutory requirements; nsure all right to buy sales and shared ownership staircasings, assignments and sales are processed in line with internal and statutory targets; Provide cover for team colleagues when required; Carry out all duties in accordance with agreed policies and procedures so that quality is consistently achieved; Maintain high standards in relation to client and customer care.

3 PRSON SPCIFICATION: HOUSING SRVICS OFFICR Area Indicators ssential/ Desirable ducation/qualifications Housing Management Qualification D xperience & Knowledge xperience of delivering high quality housing management services, including voids & allocations; arrears; leasehold management; right to buy & shared ownership. xperience of delivering excellent customer services and having strong interpersonal skills and commitment to residents, colleagues and other stakeholders. xperience of customer engagement and consulting with residents on matters affecting them. Knowledge of tenancy and housing law and regulation. Working knowledge of maintenance and building related issues. D Skills & Abilities xcellent communication skills both verbal & written and a good standard of numeracy. Ability to analyse and diagnose problems and find practical solutions. Intermediate level in IT skills. Ability to work collaboratively with others. Good negotiating and influencing skills. Disposition & Character Highly visible, confident, collaborative and communicative with staff, customers and other stakeholders Open, honest and respectful with a professional approach to work and to people Work as part of a team and have an all inclusive approach to problem solving.

4 COR COMPTNCIS Team Working ASSSSMNT & INTRVIW Actively includes individuals from a diverse background and cultures in team activities. Spends time collaborating with others on issues using their skills and making them feel valued. Speaks positively of others and gives praise and credit when due and contributes feedback where necessary. Understands what others need to know and keeps them informed. ncourages and supports other colleagues. nsures others are kept informed. Builds good relationships with others. qualities & Diversity Actively demonstrates an interest in different experiences and backgrounds. Seeks out, recognises and uses what people from different backgrounds and experiences have to offer. Sets a personal example of good equalities practice at all times. Understands different learning styles. Understands the impact of hate crime, other harassments and unlawful discrimination. Customer Focus Consistently makes decisions focussed on customer needs. Analyses delivery of services and provides solutions to problems. Finds different ways to satisfy customer needs. Constantly questions how will this benefit the customer? Seeks customer feedback to investigate ways to improve the customer experience. Goes beyond their day-to-day work to assist customers in a positive manner. mbracing Change Contributes positively to the change process and sees change as an opportunity to improve performance. Recognises the impact of change on others and supports them through it. Uses an awareness of the bigger picture along with common sense to interpret and implement policy. Identifies fresh approaches and is pro-active in making attempts to improve processes. Value for Money Manages information and financial data so that it is accurate easily located and reusable.

5 Can account for expenditure and create well supported arguments for extra expenditure. Takes opportunity to challenge misuse of resources in order to achieve value for money and sustainable ways of working. Allocates times and resources to reflect priorities. Monitors resources against plan and budget, identifies and flags up variances. nsures productivity goals are met. Drive for Results Makes specific changes to own work to improve performance. Supports others who are finding it difficult to achieve targets / objectives. Uses appropriate systems to monitor information and where appropriate take corrective action. Is able to challenge confidently in areas where safety has to be balanced between performance and cost. Organises workloads and priorities effectively. Applies technical, operational or specialist skills as required.

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