RQ1702752 (JS) Business Support Officer

Job Details

Role Summary:

The Business Support Officer provides housing management services across the borough, responding to requests from residents and non-residents. They deliver fast, efficient service through various communication channels, promote digital inclusion, and offer housing advice to safeguard residents. The role involves flexible teamwork and collaboration to improve service delivery and meet performance goals.

Key Responsibilities:

  • Customer Service & Adaptability: Respond to customer inquiries quickly and professionally through phone, email, and other digital platforms, adapting to changing demands and processes.
  • Digital Inclusion: Promote and assist residents in using digital tools and self-service options to improve access to housing services.
  • Housing Advice & Support: Provide housing-related advice, support tenants and their families, and identify vulnerabilities to offer person-centred solutions.
  • Data Management: Ensure accurate and up-to-date records and systems to enhance service delivery.
  • Collaboration & Networking: Work closely with internal teams, external partners, and statutory services to provide comprehensive support to residents.
  • Process Improvement: Contribute to streamlining processes to ensure efficient customer interactions and improved service delivery.
  • Team Support: Collaborate with colleagues, support flexible working, and engage in ongoing training to meet performance standards.
  • Compliance & Safeguarding: Ensure that all tasks are completed in line with legal obligations, health and safety guidelines, and safeguarding protocols.
  • Asset Management & Promotion: Promote the use of vacant council assets and services, meeting targets as required.
  • Viewings & Lettings: Conduct property viewings and ensure all lettings comply with policies and procedures.

Key Skills:

  • Customer Service Excellence: Ability to handle inquiries efficiently, providing clear and professional communication.
  • Digital Literacy: Proficiency in digital tools and platforms, promoting self-service and digital inclusion for residents.
  • Problem-Solving: Strong ability to assess and resolve housing-related issues effectively.
  • Collaboration & Teamwork: Works well in a team environment and collaborates with different service areas and external partners.
  • Data Management: Excellent attention to detail in managing and updating systems, ensuring accuracy and relevance.
  • Adaptability: Ability to adapt quickly to changes in workflows, systems, or service demands.
  • Risk Assessment & Safeguarding: Ability to identify risks and vulnerabilities, escalating where necessary to ensure the safety of residents.
  • Compliance Knowledge: Knowledge of housing policies, procedures, and legal obligations.
  • Communication Skills: Strong verbal and written communication skills to interact with residents, colleagues, and external stakeholders.