TYNE HOUSING ASSOCIATION LTD
JOB DESCRIPTION
TENANT ENGAGEMENT OFFICER
RESPONSIBLE TO: Deputy Head of Housing
JOB PURPOSE:To be the main point of operational contact in driving our engagement with tenants, and residents. This will include developing initiatives to improve satisfaction, gathering and acting upon feedback and working with partners to source move-on accommodation for those in our supported housing schemes that are ready for independent living. To represent Tyne Housing externally and work closely with colleagues in the housing management team.
DIMENSIONS
●The post holder is responsible for tenant and resident engagement, sourcing and securing move-on accommodation, researching and publishing area based activities for residents, communication with customers and improving service standards.
●You are required to be flexible to work within other office/service locations in the future within an agreed area of your initial office location
KEY RESPONSIBILITIES
1.To contribute to the development and delivery of an excellent tenant and resident engagement service.
2.Work with colleagues throughout the housing management service to identify supported housing clients who are ready to move on to independent accommodation.
3.To ensure that supported housing clients are registered with the relevant Local Authority for housing, monitoring and tracking such applications to secure appropriate housing.
4.To draft and submit appeals to Local Authority housing departments on behalf of clients where their application for housing has been rejected.
5.Ensure that Tyne Housing meets its contractual obligations with lead partners and commissioners for the number of successful move-ons we are expected to attain.
6.Research and recommend innovative and effective methods of engaging with tenants and residents individually and in larger numbers to ascertain satisfaction and areas for improvement. This must include the use of technology.
7.Collate, analyse and disseminate the results of customer satisfaction with a wide audience including Board, senior management, colleagues and external partners.
8.Research and publish a suite of referral information for use in area based accommodation.
9.Ensure Support Workers have access to a wide-range and up to date list of agencies that clients can be referred into that provide service we don’t.
10.Work with Housing Managers to ensure we have a corporate and consistent approach to the appearance and content of notice boards and standard communication to residents.
11.Assist in the development and creation of annual reports, board reports and the statistical information required by partners and others.
12.Work directly with active tenants and residents to produce newsletters for all residents on an agreed frequency.
13.To liaise and work productively and proactively with the external services to create opportunities for tenants and residents to access them.
14.To provide advice, guidance and support to colleagues throughout the business to improve customer engagement.
15.To lead by personal example, demonstrating the highest personal standards of integrity, conduct and values consistent with Tyne Housing’s visions and values.
14.To demonstrate a commitment to customer care, confidentiality, and deliver services that are value for money.
15.To apply equal opportunities and anti-discrimination policies and ensure rights to privacy and confidentiality are maintained.
16 To be a good team player and work constructively with colleagues and managers in all aspects of the post holders work.
17.To identify own learning and development needs. To undertake appropriate learning and development to meet the identified needs of the Service as agreed with the line manager.
To undertake any other appropriate duties as directed by the Deputy Head of Housing/Head of Housing.
This job description sets out the main duties of the post at the date when it was completed. Such duties may vary from time to time without changing the general character of the post of level or responsibility entailed.
GENERAL TERMS AND CONDITIONS
Salary£19,500 - £21,000
Hours of work37.5 per week
Annual Leave26 days + your birthday
Notice PeriodFour weeks
All staff are employed subject to the satisfactory completion of six months probationary period.
Specific terms and conditions will be as stated in the Terms and Conditions of Employment document.
Supervision and direction will be provided by the Deputy Head of Housing
TYNE HOUSING ASSOCIATION LTD
PERSON SPECIFICATION
TENANT ENGAGEMENT OFFICER
Tyne Housing Association Competencies attributed to this role:
●Commitment to the organisation – the ability to demonstrate understanding of and a commitment to the organisation and its vision and values.
●Customer excellence – commitment to putting customers first and ability to deliver a consistently high quality service
●Team Working – uses interpersonal skills to work co-operatively with colleagues, working proactively across organisational boundaries, sharing information, knowledge and ideas
●Equality and Diversity – the recognition and valuing of difference in the broadest sense. It is about creating a working culture that recognises, respects, values and harnesses diversity
●Business & Financial Acumen – is aware of cost implications of decisions, and instils a sense of business awareness
●Pushing the boundaries– Demonstrates creativity and innovation in seeking to continually improve the service. Has the stamina and willpower to deliver results.
●Communicating and Influencing – The ability to communicate clearly and effectively with a diverse range of people and take account of their views. Uses well-reasoned arguments to convince and persuade where necessary.
●Embracing Change - The ability to plan for, adapt to and work with a variety of situations, individuals and groups. Manages change effectively and is willing to take calculated risks and challenge where appropriate.
Tyne HA Ltd is a registered society under the Co-operative and community Benefit Societies Act 2014 (registered number 21011R) and is a charitable Housing Association
Criteria / Essential / Desirable / Method of AssessmentEducation & Training /
- Minimum of three GCSE Grade A-C, or equivalent. Must include Maths and English.
Interview
Certificates
Relevant Experience /
- Has experience of engaging with customers in their own home.
- Demonstrable experience of improving services for customers
- Experience of talking to groups of customers
- Experience of working with a range of partners
- Understanding of various housing options available
●Previous experience of carrying out research with customers and translating that into improvement actions
●Experience of the health and social care/supported housing sector.
●Experience of working with customers, communities and representative groups / Application
Interview
Key Skills /
- Good working knowledge of how to engage with a wide range of clients that often have multiple and complex needs, including literacy and issues with addiction.
- Well-developed questioning, listening and influencing skills.
- Understands how to achieve value for money outcomes.
- Well-developed IT skills including experience of using MS Office and the ability to proficiently use computerised databases.
- Able to meet targets and deadlines whilst working under daily pressure.
- Good administrative, organisational, planning / prioritisation skills and an ability to acquire knowledge and grasp new concepts quickly.
Interview
Specific Knowledge/Understanding / ●Able to manage time, cope with existing demands and meet deadlines.
●Lateral thinking and creative flair with a proven ability to analyse and solve problems / ●Knowledge of best practice and statutory requirements in providing services for adults and older people needing care or support. / Application
Interview
Personal Qualities / ●Able to work under pressure and deliver results to tight deadlines
●Committed to professional development and learning.
●Outcome focused
●Solutions orientated – an ability to apply innovation and creativity to solving problems.
●Imaginative and resourceful – able to contribute to development of new ideas for services.
●Approachable and open behaviour.
●Prefers working as part of a group or team.
●Self-starter with a can-do attitude, able to push projects forward independently.
●Has a practical and logical mind, is naturally well organised.
●Thrives on change and enjoys dynamic diverse environments. / Application
Interview
References
Misc/Other / ●Full driving licence and access to their own transport full-time
●Willingness to work outside normal hours / Application
Interview
Tyne HA Ltd is a registered society under the Co-operative and community Benefit Societies Act 2014 (registered number 21011R) and is a charitable Housing Association