Tenant Liaison Assistant - MOR09817

Job Description

As part of the Councils Asset Management Team (Housing) you will liaise directly with the organisation customers on a daily basis to ensure high levels of communication and deliver high levels of customer satisfaction across the projects making up the Housing Investment Plan.

You will achieve this by working and promoting the delivery of a customer focused programmes for the replacement of windows and doors, kitchens, bathrooms, roofing and insulation measures. You will ensure customers understand the works involved and the Council has a clear understanding of customer needs and expectations and ensure these are met.

To ensure that all planned improvement programmes are monitored, that records are kept with regards to the works and that failure demand is significantly reduced through regular contact with tenants and other housing customers on the progress of their improvements.

Requirements

Notify customers in writing that they are included within the annual investment programme setting out the type of works and when they are anticipated to commence.

Meet customers regularly in line with the ongoing investment programme to ensure customers are fully aware of the works being undertaken and to deal with any potential enquiries.

Ensure vulnerable customers who are scheduled to receive property improvements are identified and necessary support mechanisms are implemented to support their needs.

Investigate and respond to customer complaints in line with Moray Councils Complaints handling procedure.

Undertake scheduling of property inspections and repairs using the Councils electronic scheduling system (DRS)

To promote positive behaviours in the workplace and promote safe working within the housing service.

To gather tenant feedback on the planned programme and report as required areas of poor performance to the Asset Manager

To undertake any other duties as may be reasonably expected

The Individual

Proven administration and clerical experience. Operation of telephones and general switchboard and reception skills. Good communication skills.

Previous experience of working with a range of IT software systems including Microsoft Office, Excel and Access.

Previous customer contact experience.

Minimum 3 standard grades including English. *

Relevant qualifications in word-processing and spreadsheet applications as part of Microsoft windows *

Able to demonstrate a commitment to customer service.

Able to demonstrate previous high performance levels in terms of customer service and support.

Capable of working on own and as a team member.

Self confident and self motivated.

Ability to work flexibly to meet the needs and demands of the service.

Good communication skills (written or oral).

Good numerical skills.

Be fully conversant with Microsoft Excel, Word and Access.

Capability to concentrate and to produce a high standard of work whilst dealing with numerous distractions in a busy office environment.

Full UK driving licence.

Ability to deliver excellent customer care in a polite and diplomatic manner.

Ability to work as part of a team or using own initiative where required.

Ability to work in a hybrid working style.

Able to work under pressure to balance competing demands and sustain outputs.

* Candidates will be required to show these documents if invited for interview.

Closing Date:  20 September 2024

Starting Salary: £26,163.80 per annum

£13.88 per hour

36.25 hours per week

For further information, please contact Tracey McKie, Housing Asset Manager on /