Housing Officer Support - Fixed Term 30 June 2025.
Almond Housing Association
Livingston, UK
Published 1 week ago
Housing officer
Temporary
Total leave 34 days rising to 39 days after 5 years
36 hour week[1]
Pension Scheme
Private Health Care
Gym Membership [subsidised]
MAIN OBJECTIVES of the POST
1.1 Provide daily support, guidance and training to users of AHA's Housing Management System.
1.2 Housing Management System Maintenance and Development.
1.3 Developing and implementing system changes to meet business needs.
ACCOUNTABILITY
2.1 To the Housing Manager on a day-to-day basis. Accountable to the Board of Management through the Director of Housing Management and Chief Executive.
KEY ROLE SPECIFIC RESPONSIBILITIES
3.1 Customer Services and Housing Management
3.1.1 Provide first class customer service at all times to ensure that Almond Housing Association meets and endeavours to exceed customer expectations.
3.1.2 Proactively manage relationships internally and externally.
3.1.3 Constantly portray a professional image to colleagues and customers in person and in all communications.
3.1.4 Promote and foster a strong, ethical, friendly and efficient team culture and working environment.
3.1.5 Provide Housing Management cover on a geographical patch as required and set out by the Housing Manager.
3.1.6 Housing Management Liaison for all third-party enquiries to ensure that CRM operating guidelines are followed.
3.1.7 Constantly maintain a high level of confidentiality and discretion.
3.1.8 Co-ordinate data on Stage 1/Stage 2 Complaints Handling and Outcomes.
3.1.9 Monitoring of data linked to AHA's RAG ratings and Customer Care Visit framework.
3.2 Support
3.2.1 With a wide knowledge and understanding of Housing and Housing Management Systems, the post holder will be the first point of contact for internal queries, issues, guidance and training support in relation to our Housing Management Systems.
3.2.2 Training of new staff in Housing Management on systems.
3.2.3 Creation, updating and maintenance of training guides, videos and instructions in relation to our Housing Management Systems.
3.2.4 Covering Housing Officer Patch during leave.
3.2.5 Quality Control Monitoring of all Housing Management System processes and providing overview reports for Housing Management Team.
3.2.6 Lead Officer on Universal Credit Landlord Portal.
3.2.7 Co-ordinate court instructions to solicitors via Housing Officers. Liaise with solicitors for case management administration including Purchase Ordering.
3.2.8 Supporting Housing Manager with Monthly monitoring of ASB.
3.2.9 Reactive Recharge Repairs.
3.2.10 Policy & Procedure review monitoring and Housing Management System input.
3.2.11 Performance Reporting to Director and Managers.
3.3 General Responsibilities
3.3.1 Take responsibility for developing and discharging personal training and development plan, and ensure compliance with all health and safety and equal opportunities policies and practices.
3.3.2 Support colleagues to achieve personal, team and organisational objectives.
OTHER INFORMATION ABOUT THE ROLE
3.4 Communication and Relationships
3.4.1 Communication requires not just information sharing but also negotiation, persuasion and compromise skills.
3.5 External
3.5.1 Common Housing Register Partners, West Lothian Council employees and elected members, contractors, partner agencies (such as Advice Shop, CAB), benchmarking partners (such as G8).
3.6 Internal
3.6.1 Part of the Housing Management team working with the Asset Management, ICT, Business Support, Governance, People and Culture and Finance teams.
3.6.2 Communication requires close working with others to obtain customer priorities and to encourage other staff to highlight service gaps and opportunities.
3.7 Authorities and Limitations
3.7.1 Financial coding at officer level.
3.7.2Responsible for managing own workload.
3.8 Problem Solving
3.8.1 Assimilating quickly the principles of new and different areas of activity that will support tenancy sustainment.
3.8.2 Using judgement on complex allocation cases in order to improve applicants chances of sustaining tenancy.
OTHER DUTIES
3.9 General
3.9.1 To undertake training, as necessary, to maintain high standards in the quality of work, as outlined in the Job Description, including attendance at events, e.g. Away Day/Board Information Day and any similar out of hours requirements as directed by the Housing Manager, Housing Support Manager or Director of Housing Management and participation in the annual development of the organisation.
3.9.2 To undertake any other relevant duties as may be determined from time to time or as directed by the Housing Manager, Housing Support Manager or Director of Housing Management.
OUR VALUES
Our values describe what matters most to us, and what our colleagues should expect from each other. We're all expected to show how we support and live up to these values in our work.
Work Together • be helpful, provide support, encourage each other.
Open to Change • reflective, innovative, willing to try/find new ways of doing things.
Respect • treat each other the way you want to be treated - don't do to others what you wouldn't want done to you/treat others with respect and civility/safe space/environment.
Kindness • listen, show empathy, have patience.
ocial • being friendly and upbeat translates to a positive work environment where customers enjoy better service and communities can get involved.
[1] Reflecting our commitment to flexible working and driving efficiencies in our business, as of January 2024, colleagues work a 9-day fortnight (9DF), with a Friday 'rest' day every alternate week. As part of our 9DF trial, colleagues work an everage of 32.4 hours per week. A standard working pattern would normally be 36 hours per week, Monday to Friday.
36 hour week[1]
Pension Scheme
Private Health Care
Gym Membership [subsidised]
MAIN OBJECTIVES of the POST
1.1 Provide daily support, guidance and training to users of AHA's Housing Management System.
1.2 Housing Management System Maintenance and Development.
1.3 Developing and implementing system changes to meet business needs.
ACCOUNTABILITY
2.1 To the Housing Manager on a day-to-day basis. Accountable to the Board of Management through the Director of Housing Management and Chief Executive.
KEY ROLE SPECIFIC RESPONSIBILITIES
3.1 Customer Services and Housing Management
3.1.1 Provide first class customer service at all times to ensure that Almond Housing Association meets and endeavours to exceed customer expectations.
3.1.2 Proactively manage relationships internally and externally.
3.1.3 Constantly portray a professional image to colleagues and customers in person and in all communications.
3.1.4 Promote and foster a strong, ethical, friendly and efficient team culture and working environment.
3.1.5 Provide Housing Management cover on a geographical patch as required and set out by the Housing Manager.
3.1.6 Housing Management Liaison for all third-party enquiries to ensure that CRM operating guidelines are followed.
3.1.7 Constantly maintain a high level of confidentiality and discretion.
3.1.8 Co-ordinate data on Stage 1/Stage 2 Complaints Handling and Outcomes.
3.1.9 Monitoring of data linked to AHA's RAG ratings and Customer Care Visit framework.
3.2 Support
3.2.1 With a wide knowledge and understanding of Housing and Housing Management Systems, the post holder will be the first point of contact for internal queries, issues, guidance and training support in relation to our Housing Management Systems.
3.2.2 Training of new staff in Housing Management on systems.
3.2.3 Creation, updating and maintenance of training guides, videos and instructions in relation to our Housing Management Systems.
3.2.4 Covering Housing Officer Patch during leave.
3.2.5 Quality Control Monitoring of all Housing Management System processes and providing overview reports for Housing Management Team.
3.2.6 Lead Officer on Universal Credit Landlord Portal.
3.2.7 Co-ordinate court instructions to solicitors via Housing Officers. Liaise with solicitors for case management administration including Purchase Ordering.
3.2.8 Supporting Housing Manager with Monthly monitoring of ASB.
3.2.9 Reactive Recharge Repairs.
3.2.10 Policy & Procedure review monitoring and Housing Management System input.
3.2.11 Performance Reporting to Director and Managers.
3.3 General Responsibilities
3.3.1 Take responsibility for developing and discharging personal training and development plan, and ensure compliance with all health and safety and equal opportunities policies and practices.
3.3.2 Support colleagues to achieve personal, team and organisational objectives.
OTHER INFORMATION ABOUT THE ROLE
3.4 Communication and Relationships
3.4.1 Communication requires not just information sharing but also negotiation, persuasion and compromise skills.
3.5 External
3.5.1 Common Housing Register Partners, West Lothian Council employees and elected members, contractors, partner agencies (such as Advice Shop, CAB), benchmarking partners (such as G8).
3.6 Internal
3.6.1 Part of the Housing Management team working with the Asset Management, ICT, Business Support, Governance, People and Culture and Finance teams.
3.6.2 Communication requires close working with others to obtain customer priorities and to encourage other staff to highlight service gaps and opportunities.
3.7 Authorities and Limitations
3.7.1 Financial coding at officer level.
3.7.2Responsible for managing own workload.
3.8 Problem Solving
3.8.1 Assimilating quickly the principles of new and different areas of activity that will support tenancy sustainment.
3.8.2 Using judgement on complex allocation cases in order to improve applicants chances of sustaining tenancy.
OTHER DUTIES
3.9 General
3.9.1 To undertake training, as necessary, to maintain high standards in the quality of work, as outlined in the Job Description, including attendance at events, e.g. Away Day/Board Information Day and any similar out of hours requirements as directed by the Housing Manager, Housing Support Manager or Director of Housing Management and participation in the annual development of the organisation.
3.9.2 To undertake any other relevant duties as may be determined from time to time or as directed by the Housing Manager, Housing Support Manager or Director of Housing Management.
OUR VALUES
Our values describe what matters most to us, and what our colleagues should expect from each other. We're all expected to show how we support and live up to these values in our work.
Work Together • be helpful, provide support, encourage each other.
Open to Change • reflective, innovative, willing to try/find new ways of doing things.
Respect • treat each other the way you want to be treated - don't do to others what you wouldn't want done to you/treat others with respect and civility/safe space/environment.
Kindness • listen, show empathy, have patience.
ocial • being friendly and upbeat translates to a positive work environment where customers enjoy better service and communities can get involved.
[1] Reflecting our commitment to flexible working and driving efficiencies in our business, as of January 2024, colleagues work a 9-day fortnight (9DF), with a Friday 'rest' day every alternate week. As part of our 9DF trial, colleagues work an everage of 32.4 hours per week. A standard working pattern would normally be 36 hours per week, Monday to Friday.