Key responsibilities 1. To provide a customer service function to people presenting to the Customer Centre with a housing need. Interacting with members of the public, providing initial advice and assistance to ensure their queries are dealt with as swiftly and efficiently as possible. 2. To ensure a prompt, courteous and helpful response when dealing with queries from members of the public or their representatives, including elected Members, outside agencies and partner organizations. 3. To be readily identifiable as a Customer Service Agent and comply with the dress code and/or uniform provided. 4. To refer housing applicants to relevant internal teams and to other agencies as necessary for advice on housing matters, welfare rights, social services, immigration and other issues using referral procedures. 5. To participate in appropriate training needs to gain a satisfactory level of knowledge appropriate for advising clients. 6. Constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with your own development and that of your role. 7. To carry out duties and responsibilities in accordance with the Council's Health and Safety Policy and relevant Health and Safety legislation. 8. Undertake other duties compatible with your learning and development as required. ADDITIONAL: 9. Use information technology systems to carry out duties in the most efficient and effective manner. 10. Achieve personal appraisal targets, as agreed by your line manager. Carry out duties and responsibilities in accordance with the Council's customer care standards. 11. Be committed to the Council's core values of serving the public first, being open honest and fair, and respecting all people and communities and to demonstrate this commitment in the way duties are carried out. 12. Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation 13. Carry out duties and responsibilities in accordance with the Council's Health and Safety Policy and relevant Health and Safety legislation 14. At all times carrying out responsibilities/duties within the framework
Person specification You should demonstrate on your application form how you meet the essential criteria. Please ensure that you address each of the criteria as this will be assessed to determine your suitability for the post.
Qualifications Essential criteria Criteria description 1 Working knowledge of the relevant legislation relating to homelessness and housing needs with particular reference to the Housing Act 1996 Part VII and the Homeless Reduction Act 2017. 2 Experience of providing excellent customer care. 3 Experience of dealing with the public providing practical advice in a housing field, to include substantial administrative experience. 4 Experience in working in a multi-racial, inner city environment.
Experience Essential criteria Criteria description
5 Ability to respond sensitively to people experiencing a wide range of housing problems. 6 Ability to communicate and to present information clearly and concisely both verbal and written, with good attention to detail. 7 Proven Basic IT skills and ability to learn new systems. 8 Ability and willingness to follow instruction and learn new tasks. 9 A positive attitude towards teamwork and able to work as part of a team 10 Excellent timekeeping skills, able to attend work at required times. 11 Ability to organize own workload and meet deadlines and keep to working time frame 12 Ability to display sensitivity and maintain confidentiality. 13 Ability to adhere to the Council's Dignity for All policy. 14 This role will require you to obtain an Enhanced/Standard satisfactory clearance from the Disclosure and Barring Service