Job Description Template (Page 2 of 2) in pdf

2. Plan alongside the HSM and ensure staffing is appropriate to demand, and that the

Housing Services Manager is aware of any unforeseen pressures upon service delivery.

3. Positively supporting and communicating with internal teams such as housing, technical

and estates on customer service related issues and ensuring adequate support services are

provided.

4. Monitoring of the complaints and ASB data bases, including occasional updating and

chasing of response deadlines

5. Production of Board and Committee papers, collation and distribution.

6. Support Technical Services in ensuring that all gas servicing is up to date and that the CS

team actively support this important objective for LYHA.

7. Responsible for recognition of changing organisational objectives, with a view that these

objectives are supported and facilitated by the CS Team e.g. welfare reform

8. Ensure record keeping on IBS, Sharepoint and all relevant software, is detailed and timely.

Ensure that customer records and contact details are updated frequently and that LYHA

have an accurate and relevant record of its customers through this process.

9. To adopt a positive, flexible and proactive approach to customer service which requires

you to work outside of normal office hours (covering a shift pattern of 8am to 8pm Mon to

Fri and 8am to 1pm Saturdays or according to business priorities).

10. To work towards maximising tenant satisfaction, and recognising the value of complaints.

Ensuring that this feedback is used positively to build and develop the service.

11. Ensuring that customers who present themselves as vulnerable are quickly and

appropriately sign posted to the relevant team/ department/ agency for action.

12. Monitor to ensure properties which are available for rent are quickly and accurately

advertised possibly via CYH or Leeds Homes. Place registrations of interest for customers

upon properties and ensure that information is accurate and up to date,to allow customers

to make informed choices.

13. Champion organisational objectives at first contact with customers promote LYHA, and

ensure that customers receive a positive impression of the organisation.

14. Manage the Shire Oak Road reception area, and public reception, ensuring it is

professional, accessible, tidy and open to customers when advertised. Also to ensure that a

flexible and proactive approach to opening times and call answering is adopted to ensure

that the service is delivered according to customer needs.

To undertake any reasonable tasks which are not outlined above, as requested to do so by the

Housing Services Manager or a member of EMT.

Job Description Template Page 2