The Homes & Communities team is changing. Our three-year Departmental Plan (published Summer 2018) sets out an ambitious vision for the service that uses our unique position in and around Islington Council’s 28,000 council-managed homes to enable our residents to thrive and live well. As part of this, the Tenancy Management, Antisocial Behaviour and Customer Services teams within Homes & Communities are being restructured, to deliver a new service model that is person-centred, targeted and focused on early intervention and prevention.
Our new structure has three ‘tiers’ providing tenancy services to residents with different levels of engagement and need. The Universal Housing Services Officer will be working within the Universal Housing Services tier, providing a wide range of transactional and housing-related front-line services, using ‘right first-time' principles to provide answers to a variety of enquiries, managing demand effectively, efficiently and escalating where appropriate.
The Universal Services team will provide a borough-wide ‘front door’ for H&C residents and other service users, providing front line services to a wide audience including residents and leaseholders.
This will be achieved by ensuring the Universal Service teams ‘Make Every Contact Count’, undertaking initial assessments of resident needs, ensuring all opportunities for self-service are explored, and escalating cases to the appropriate level within the triage structure as appropriate.
This is a fantastic opportunity for an experienced Customer Services and/ or Housing Officer to join our lively, enthusiastic and welcoming team. Using your strong customer service skills, person-centred approach and understanding of housing related issues.
As a Universal Housing Services Officer, you will have a strong track record in working with customers, residents and or tenants in a front line environment.
It is an exciting time to join our vibrant borough. This is a brand new team and you will have a great opportunity to contribute to its development. We look forward to hearing from you.
Closing Date: Sunday, 8th December 2019, at 23:59
Proposed Interview Dates: Wednesday 18th December 2019
Please contact Kiran Aujla Kiran.Aujla@Islington.gov.uk to arrange an informal chat about the role.