1.1 Ensure that a consistently high quality of service is provided to residents at all times.
1.2 Make daily contact with all residents in conjunction with the Estate Manager, either personally or through the emergency call system.
1.3 Respond to all calls received through the emergency call system or otherwise and take follow up action.
1.4 Assist the Estate Manager to act as facilitator to ensure that residents receive the care and support services and advice that they require from statutory and other bodies including liaison with Social Services, Health Authorities and other statutory and voluntary agencies as appropriate.
1.5 Liaise with residents and relatives regarding the procedure to follow when starting and ending a tenancy.
1.6 Ensure all residents have up to date information regarding the Association and the local community.
1.7 Actively promote and encourage resident participation.
1.8 Advise residents in the use of the alarm call system, heating controls and similar features.
1.9 Complete relevant paperwork with new residents.
1.10 Advise and work with residents and other agencies as appropriate in resolving problems with residents’ rent accounts.
JOB KNOWLEDGE AND SKILLS
Attention to Detail:
Thoroughly dependable, getting the job right without the need for constant checking.
Able to communicate clearly and effectively at a level appropriate for the job requirements.
Takes reasonable steps to consult then makes a decision and sticks to it.
Prepared to work hard and effectively delivering that little bit extra when necessary.
Deals with requests efficiently and flexibly.
Organisation and Work Planning:
Good time manager, not promising to do what cannot be delivered.
Aptitude for keeping records.
Has the necessary skills to carry out their work with the guidance of the Estate Manager.
Is willing to learn about the business
Good standard of general education i.e. a minimum of GCSE Grade C or equivalent in Maths and English.
Proven experience in a Customer Service environment (either previous employment or voluntary work).
Computer skills – able to send/receive e mails and with basic word/excel.
Full driving licence (& use of own transport).*
Ability to climb stairs (under Health & Safety regulations, Estate Managers are not permitted to use the lift).
Ability to undertake basic first aid.
*Essential for some posts – dependent on location of estate
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