ARK HOUSING ASSOCIATION LIMITED HOUSING SERVICES DEPARTMENT JOB OUTLINE POST Housing Services Assistant LOCATION The Priory, Canaan Lane RESPONSIBLE TO Housing Services Manager HOURS OF WORK 37 hours KEY PURPOSE OF POST To be a member of a small team providing services within the Housing Department of ARK Housing Association. Within that team the key responsibility will be to carry out efficient and effective administration tasks, provide advice concerning all aspects of the Association’s activities to tenants and other customers and in doing so support the work of the Housing Services Officer and Head of Housing Services. Contact with tenants and customers will be primarily by telephone and will be of an information exchange nature. The ability to develop of strong working relationships and channels of communication with all other departments thus ensuring accurate information sharing is crucial. CORE TASKS EFFECTIVE COMMUNICATION WITH CUSTOMERS Operate the telephone equipment efficiently and effectively Speak clearly and slowly to allow for the possibility that reception on the telephone line may not be perfect Listen carefully when collecting information from your customer so that you do not make mistakes or have to keep repeating the question Summarise the outcome of the call and any actions that you or your customer will take as a result Take a clear message for a colleague if you are unable to deal with some aspect of your customer’s expectations Ensure that promises to call back are kept Consider other sources of queries such as e-mails and letters, responding where appropriate or passing to other staff as necessary Keep your customer regularly informed about your actions when accessing information to provide responses or if they are going to be on hold for a period of time MAINTAIN & MANAGE RECORDS & REPORTS Process and distribute the mail promptly on a daily basis Maintain and update records according to legal, organisational and policies and protocols Clarify any uncertainties about recording and reporting with your line manager Check and agree the accuracy of the records and evidence with all concerned in the decision making process, and acquire the appropriate
ARK HOUSING ASSOCIATION LIMITED HOUSING SERVICES DEPARTMENT JOB OUTLINE POST Housing Services Assistant LOCATION The Priory, Canaan Lane RESPONSIBLE TO Housing Services Manager HOURS OF WORK 37 hours KEY PURPOSE OF POST To be a member of a small team providing services within the Housing Department of ARK Housing Association. Within that team the key responsibility will be to carry out efficient and effective administration tasks, provide advice concerning all aspects of the Association’s activities to tenants and other customers and in doing so support the work of the Housing Services Officer and Head of Housing Services. Contact with tenants and customers will be primarily by telephone and will be of an information exchange nature. The ability to develop of strong working relationships and channels of communication with all other departments thus ensuring accurate information sharing is crucial. CORE TASKS EFFECTIVE COMMUNICATION WITH CUSTOMERS Operate the telephone equipment efficiently and effectively Speak clearly and slowly to allow for the possibility that reception on the telephone line may not be perfect Listen carefully when collecting information from your customer so that you do not make mistakes or have to keep repeating the question Summarise the outcome of the call and any actions that you or your customer will take as a result Take a clear message for a colleague if you are unable to deal with some aspect of your customer’s expectations Ensure that promises to call back are kept Consider other sources of queries such as e-mails and letters, responding where appropriate or passing to other staff as necessary Keep your customer regularly informed about your actions when accessing information to provide responses or if they are going to be on hold for a period of time MAINTAIN & MANAGE RECORDS & REPORTS Process and distribute the mail promptly on a daily basis Maintain and update records according to legal, organisational and policies and protocols Clarify any uncertainties about recording and reporting with your line manager Check and agree the accuracy of the records and evidence with all concerned in the decision making process, and acquire the appropriate
housing-assistant-job-outline.docx