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service delivery officer

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Location:
Leominster, West Midlands
Job type:
Temporary
Date Posted:
25 June 2019
reference number:
MJ71616

Role Purpose:
Provision of general building management and consistently high quality tenure neutral accommodation and community- based front line services to older people within a defined geographical area; delivering outstanding customer service that is outcome focused and supports individuals to both sustain their tenancy and remain independent in their own home.
Support innovation in regard to service transformation, improvement and design - contributing to the organisation both becoming and retaining the status of being seen as a thought leader in sector and supporting business growth initiatives.

Key Accountabilities:

* Provide general building management and the day-to-day delivery of local services to customers that contributes to the organisation becoming and retaining the status of being seen as a thought leader in sector; ensuring services are customer-centric, outcome focused and support individuals to both sustain their tenancy and remain independent in their own home.
* Routinely carry out devolved service reviews, monitoring of localised service contracts, health and safety and fire safety checks and ensure both compliance and achievement of consistently high service standards against defined performance targets and organisational policies and procedures.
* Hold regular scheme surgeries at required intervals and signpost individuals to other agencies / aids and adaptations as needed.
* Initiate tenancy terminations and complete needs and risk assessments, sign ups and resident induction for all new residents; and support the promotion of vacant dwellings.
* Act as mediator between housing services and customers on issues such as rent, housing and problems with neighbours.
* Identify and manage risk within the scope of the post and be accountable for ensuring that appropriate actions are taken and controls are in place to manage the risk.
* Deliver Local Business Continuity (BCP) and Disaster Recovery activities - provide appropriate response and coverage; ensuring customer profiling and vulnerability levels are captured and appropriately responded to.
* Support the promotion and take-up of both new and existing services; delivering new services as they are rolled out.
* Support effective budget control and compliance with procurement and financial controls; ensuring that all eligible costs are recovered through the service charge setting process in conjunction with Team Leader.
* To act as an external ambassador for the client in dealings with local partners and customers and support the client in managing and promoting its external profile.

Knowledge / Skills / Experience required:(Include Professional / Technical and Personal Attributes)

* A motivated and committed self-starter with strong organisational skills; with a passion to deliver innovative services - achieving exceptional performance and customer service in a complex business with minimal supervision.
* Experience of working within a property management environment or providing excellent customer focused services in another setting.
* Computer literate, literacy and good numeracy skills and ability to support the monitoring of budgets.
* Ability to work collaboratively and communicate information clearly and effectively with others using a range of techniques, adapting style to enhance impact and suit the needs of the recipient.
* Effective, accountable decision maker that takes responsibility for ensuring customer enquiries are resolved in a timely manner.
* Thinks practically and logically and produces high quality work, overcoming problems/issues to meet deadlines.
* Able to work flexibly including work outside normal working hours and to attend evening and/or weekend meetings.
* A full driving licence valid in the UK.

Scale and Scope of Role

* Responsible for the day-to-day delivery of front line services to customers.
* Required to work flexibly including work outside normal working hours and to attend evening and/or weekend meetings.
* Deputise for Team Leader as required.
* Undertake peer champion roles.
* Represent retirement living as required at internal working group meetings.
* Acts as an external ambassador for our client in our dealings with local partners and customers and supports our client in managing and promoting its external profile.

Communication and Working Relationships
Include here roles (both internally and externally) that this role is required to interacts with in order to fulfil the requirements.

Working with others - internal

* Regional Retirement living team meetings - Attend and contribute to meetings.
* Local team meetings - Attend and contribute to regular team meetings with Team Leader.
* Close working with Assets and Corporate Service Team as required.
* Engage with customers to ensure that we are delivering a service that meets their needs and respond to complaints in a timely manner with a customer first attitude always searching for a resolution and applying lessons learnt to improve satisfaction and performance.

Working with others - external
* Support strong collaborative partnerships with external partner agencies - acting as an external ambassador for our client in our dealings with partners and customers and supports our client in managing and promoting its external profile.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.