Purpose of job - Meeting housing need by making best use of our homes. Responsibilities • Make the best use of our homes by supporting customers to be in the right home whether through use of registers, mutual exchanges, transfers, decants and under-occupation • Maximise income by minimising rent loss through effective management of our empty homes and lettings processes. • Help customers to understand their responsibilities as tenants and how to sustain their tenancy. • Reduce under occupancy in our homes. • Administer the decant process to support the delivery of required works and achieve customer satisfaction. • Work with our partners to ensure our Home Standard is met. • Build relationships with local authorities and other partners to assist with their homeless and other housing duties. • Provide clear and accurate information to customers taking into account their individual needs, so they receive a genuine and positive experience. • Continuously support the development and use of ICT to provide an efficient, modern and responsive service. • Behave in a way that colleagues, customers and stakeholders experience you living West Kent values. • Undertake other duties as required for the level of the post. Experience, knowledge and skills • Current knowledge of housing allocations, mutual exchanges and homelessness. • Experience of delivering a positive customer focused service. • Proven communications, interpersonal and written skills adaptable to all audiences. • Proven ability to take ownership of challenging messages and difficult conversations with customers, colleagues and stakeholders to successfully resolve their issues. • Proficiency in Microsoft office packages. Confident in learning in-house bespoke systems. • Proven experience of being able to prioritise competing commitments and work accurately under pressure, whilst delivering excellent performance against agreed objectives. • Experience of interpreting and applying policy information • Ability to identify and make changes to improve performance • Ability to build and maintain positive relationships and collaborate with others to achieve outcomes • Self motivated to work independently and with the ability to self manage own learning • Experience of applying equality and diversity principles in all situations and tailoring services according to need A Standard DBS/ CRB Check will be required due to the nature of the environment to be cleaned. Immediate starts for those who have their own in-date DBS Check. For those without their own DBS check, we will need to put you through this process, which can take up to 4 weeks, before you would be cleared to work.
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