First Response Officer
Enfield
Job Role
Provide high quality and comprehensive support to the service user to empower them to plan, work towards and achieve their outcomes.
Working effectively individually and as part of a team, to achieve service outcomes and actively contribute to the development and smooth running of the service in accordance with local policies procedures and legislation.
Work as a part of a responsive team working in the community providing an extension of the call centre and first port of call to residents across the borough. Deliver a tenure blind, wholesome people and place offer for residents living in Council Housing properties, identifying the most vulnerable ones and support as appropriate and ensuring the needs of the wider community are met.
Provide housing support and tenancy management service to residents living in defined communities and localities. Respond to all initial enquiries and provide first time right transactional resolution.
Key Accountabilities
Work flexibly to deliver high quality of services provided in respect of First Response Management service and to provide effective out of hours emergency cover, detail to be determined as required by service teams' need and in cognisance of individual circumstances.
To maintain a clear understanding of the objectives, direction and development of the service area to meet changing needs, with particular emphasis on customer relations, continuous service improvement and ensuring that a positive image of the Council is portrayed at all times.
To contribute towards the development of a culture within the service which is customer focussed, committed to ensuring value for money and to provide a high standard of customer service, health and safety and the Council's core values.
Provide tenancy management service, supporting residents to comply with their tenancy, ensure support plans are met, consult with residents, members and senior officers with regards to support, tenancy sustainment and housing management issues.