Edinburgh Guarantee Jobs Board

Employer:

The City of Edinburgh Council provides a wide range of public services to residents, businesses, and visitors across the city. An exciting opportunity has arisen for a Housing Assistant in the Council’s Temporary Accommodation Service. The postholder will play a key role in ensuring the quality and performance of a range of housing services are delivered to the customer at the highest standard possible.

Environment:

Working 36 hours per week, you will be based from our office at 101 Niddrie Mains Rd, Edinburgh, EH16 4DS but may be required to work from any of our locations.

• The post will operate with some autonomy and will be subject to competing and conflicting demands for service delivery. Such demands will come from various sources such asHousing Development Officers, Senior Housing Development Officers, Resource Officers, Managementteams and external organisations including court, advice services and utility suppliers.
• The post may have to communicate unwelcome information or deal with angry or distraught customers.
• The post is responsible for delivery and effective development of a wide range of services.
• May be exposed to some adverse working conditions when working on site. The majority of work will be within the range of normal office based activities.
• Occasionally required to work out-with normal working hours including evenings and weekends and participate in the delivery of services at times that meet the needs and circumstance of our customers.

What might a day in this role look like?

• Responsible for a range of tasks that supportthe effective and efficient delivery of operational and strategic services across Housing and Homelessness.
• Work flexibly as part of service teams and project teams to assist with the completion of operational processes, projects and service goals.
• Provide a high quality service using a range of formats of contact including; telephone, face to face, email, and online to ensure that a flexible, customer focussed, and efficient service is provided to customers, colleagues and partners at all times.
• Respond to and take ownership of customer enquiries and complaints across a range of service areas within Housing and Homelessness, dealing regularly with Council tenants, service users, members of the public, other internal and external services and agencies.
• Provide support in the development, review and implementation of housing and homelessness policies and procedures to ensure compliance with allrelevant housing and related legislation and regulation and ensure that services support the delivery of operational service delivery and the Council’sHousing Strategy
• Ensure systems and records are accurately updated and maintained.
• Responsible for the provision of rent arrears advice to Solicitors/Sheriff Officers, liaison with Sheriff Court and assurance review of cases with the locality.
• Attend Heritable Court as required with legal representatives to represent the decisions being sought by the housing service. Handle sensitive and personal information in line with appropriate policies and confidentiality guidelines in order to assess the needs and requirements of individuals and groups of customers. This will include working jointly with other agencies to undertake collaborative assessment and agreeing appropriate action.
• Make decisions taking account of relevant legislation, regulations, policies and procedures other relevant.

What will I learn?

Continual training and development are offered to push forward your career.

What qualifications/skills are required?

You will have significant experience of working in an administrative role within a housing association, council or similar organisation. With excellent communication and IT skills, coupled with a passion and track record for delivering high quality customer services; you will have the ability to work under pressure, organise your own workload and have great time management skills.

You will put your customers first, respect and understand their concerns and needs when delivering services to them and inspire confidence and respect in your customers for you and the service you work for. You will be sensitive and responsive to the needs of all your customers, many of whom may experience significant challenges in their lives.

• The post holder will hold a SVQ Level 2/ SCQ F5 qualification in relevant subject or equivalent work experience.
• Should have relevant experience in a customer focussed environment.
• The post holder must be able to communicate effectively with customers, internal and external colleagues and partners.
• Involvement in specific projects and improvements, working with colleagues across the Council.
• Assist in developing innovative and creative approaches to improve housing services.
• Work without close daily supervision using own initiative to ensure operational processes are completed to essential timelines and work load prioritised in relation to service and legal regulatory requirements.
• Accountable for work being completed in accordance with legislation, regulations, policies, procedures and other relevant conditions.
• Responsible for ensuring all data, records, and systems are kept up to date, and all relevant details are accurately collated and recorded.
• Will be required to interpret information held on systems to provide clear, concise and accurate information to customers and colleagues in response to enquiries or requests for information.
• Demonstrate a positive and constructive approach to resolving problems and achieving performance targets.
• Provide accurate data on services to inform a range of decisions which have a majorimpact on Council income, service performance, policy, staffing, budgets and relationships.
• Assist officers and partners to arrive at well informed and effective decisions relating to the operations ofthe Housing and Homelessness service and its business strategy.
• Use initiative and make decisions to manage conflicting priorities and re-allocating resources where required within challenging timescales.

Apply now