Resident relationship Officer (SO2)

Job Category : Housing
Location : Edmonton Green Library, Enfield Council
Hours Per Week : 35.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £18.76

The role exists to ensure that every resident living in an Enfield Council Home irrespective of tenure, when facing the most significant challenges of life have access to a single point of contact to guide, support coach and empower them to identify their inner strength and identify new pathways of progression and resolution of the issues impacting on their lives. Access to the service will primarily be for short to medium term solutions however in some more complex cases engagement with a case may be long term. The resident can be assured the Resident Relationship Manager role does not end until the solution is resolved.
Skills, Experience, Knowledge & Abilities
Essential:

1. As a regular and intrinsic part of this role requires you to speak to members of the public in English, the ability to converse
   at ease with customers and provide advice in accurate spoken English is essential and consistent with the requirements of
   this role. This role also requires you to be polite and courteous when conversing with the public.
2. Knowledge of housing law
3. Understanding of how to apply coaching and /or motivational interviewing tools with customers to drive ownership of
   problems and solutions
4. Experience of delivering customer facing multi-landlord tenure blind tenancy management, complex casework management
5. Experience of managing a portfolio of complex casework in regards to people support and tenancy management issues
6. Experience of working in face-paced environment, with many competing priorities
7. Experience of working in complex housing organisation and experience of working with vulnerable residents to improve
   outcomes and sustain behavioural change
   Desirable:
8. Specialism, or extensive working experience, in two or more of the core areas: safeguarding, domestic abuse, mental
   health, children and young people support, support for the elderly, hoarding, property condition, mediation and dispute
   resolution, anti-social behaviour, alcohol and substance misuse and troubled families

Competencies:
criteria above.

1. Customer focus
2. Deliver service performance
3. Focus on continuous improvement
4. Political awareness and context

Qualifications & Professional registration criteria

1. Housing related qualification or willingness to undertake professional on the job training