Corby Borough Council – Job Description
Housing Options Team Clerical AssistantService Area: / Housing & Neighbourhood Services
Reports To: / Housing Options Manager
Responsible For: / N/A
Scale: / 3
Overall Job Purpose:
To provide advice and assistance to customers on all aspects of applying and maintaining their application to Keyways, the Council’s choice based lettings scheme, in accordance with the adopted allocations policy. Perform general administrative and clerical support to the Housing Options Team.
The post holder will occupy a key position within the Housing Options Team, often being the primary point of contact for customers.
Main Duties and Responsibilities:
(This list contains the main duties and responsibilities of the post holder but it is not an exhaustive list)
1. To process and investigate applications for housing or the travellers’ site to the agreed standards and timescales set out in council policy and procedures.
2. Investigate all applicant(s) eligibility to join the housing/travellers site register in line with council policy including all relevant debt checks using the council’s IT systems.
3. Identify the relevant Keyways Band/points and/or priority of each application and notify all housing/travellers site applicant(s) of their application status/band/points in writing.
4. Write to all applicant(s) who do not qualify for the Keyways scheme or Travellers Site with the individual reasons why together the applicant’s right to a review.
5. Respond to enquiries concerning all aspects of the Keyways Scheme/Travellers Site in writing by letter/email/online or by telephone.
6. Ensure all housing/travellers site applications are entered and/or managed through the Abritas or Orchard Software system.
7. Action any amendments to Keyways/Travellers applications and advise the customer in writing of any change to their application status/band/points.
8. Ensure the council’s housing/travellers site waiting lists are accessible and fair to all including identifying any vulnerable customers who may require additional assistance and put this in place.
9. Assist in the annual review of all applications, ensuring that the housing/travellers site register remains up to date.
10. Identify any urgent housing need cases that require special consideration and refer to a Housing Options Advisor and/or signpost to other relevant agencies.
11. To contribute to the prevention and reduction of homelessness by referring relevant applications for a housing options assessment.
12. Identify any inconsistencies in customer records and action accordingly.
13. To provide relevant information on applicants who are dissatisfied with the status of their application to the Housing Options Advisors for review.
14. To participate in regular Keyways Operational Steering Group with the choice based lettings partners and contribute to the ongoing development and efficiency of the scheme.
15. To assist with ensuring that all information available on the Housing Options Team web pages on the council’s website and the Keyways website is kept up to date.
16. To assist in training any council, housing association, voluntary and statutory agencies on all aspects of Keyways.
17. Record regular and accurate information to assist in producing performance data. Provide such information to the Housing Options Administrators and/or Manager as and when required.
18. Create and produce publications and information leaflets to promote Keyways and Housing Options.
19. Undertake routine administrative duties as required including the collection, recording, distribution and dispatching of all incoming and outgoing mail, processing invoices and the ordering of office goods and materials.
20. Ensure all documents are electronically scanned and attached to the relevant IT systems to assist in a paperless environment and are carried out in line with client confidentiality and data protection requirements.
21. Assist at meetings, exhibitions and opinion surveys including the production and distribution of minutes.
22. Maintain a comprehensive knowledge of housing and related legislation by keeping up to date with current issues.
23. Maintain an excellent knowledge of all IT relevant to the post.
24. Comply with Financial Regulations, standing orders, Health & Safety policies and Guidelines and departmental procedures/guidelines pertinent to their role.
25. To be aware of partnership working, team, departmental and corporate procedures and their affects on daily tasks.
26. Identify and recommend any amendments and additions to the allocations policy to the Housing Options Manager.
27. Be an effective team member, particularly in terms of confidentiality and quality of work output.
28. Positively promote customer care and high level of service delivery.
29. Maintain good standards of safety for the public and employees.
30. Deputise for the Housing Register Administrator during annual leave or sick leave periods.
31. To undertake reasonable allied duties as may be determined by the Head of Service and are within the general level of responsibility of the post.
Main levels of contact to this post
Internal – All teams within Neighbourhood Pride, Customer Services, Finance, Environmental Services and Corporate Team. This includes Elected Members.
External – Housing associations, voluntary and statutory organisations and customers.
Additional Information / Local Agreements attached to this post
The post holder should have at least 2 GCSE’s or equivalent including English and Maths.
It is desirable that the post holder have experience in working within the Housing Sector.
The post holder will undertake learning and development as agreed in personal development reviews in order to meet service and individual targets. These may be out of normal working hours and/or at other establishments.
The post holder will undertake such training as required.
I have read and understood the job description and sign to accept the above terms and conditions of employment.
Employee Signature Date:
Authorisation Signature Date:
Corby Borough Council – Person Specification
The ideal candidate will be able to demonstrate the following skills, knowledge and experience
Criteria /Skills, Knowledge, Experience etc
/ Essential / Desirable / Method of AssessmentEducation / Qualifications / 2 GCSE’s or equivalent inc English and Maths / E / Application
Skills / Experience / Experience working in a busy office / E / Application
Customer Care Awareness / E / Application/Interview
Investigation and research / D / Application/Interview
Ability to communicate effectively with colleagues, members, partners and service users / E / Application/Interview
General Clerical and Administrative duties / E / Application/Interview
Good Communication – written and verbal / E / Application/Interview
Numerate / Literate / E / Application
Good working knowledge of word and excel spreadsheets / E / Application
Experience working within housing / D / Application
IT – day to day use of integrated housing management systems and standard software packages / D / Application
Dealing with aggression / D / Application/Interview
File and record organisation and management / D / Application/Interview
Miscellaneous / Self motivating / E / Application/Interview
Able to prioritise workloads and meet deadlines / E / Application/Interview
Good interpersonal skills / E / Application/Interview
Sympathetic but firm / E / Application/Interview
Self improvement / E / Application/Interview
Adaptable to an ever changing working environment / E / Application/Interview
Willing to learn and take on new projects / E / Application/Interview
Sympathetic understanding of needs and preferences of clients / E / Application/Interview
Team Player / E / Application/Interview
Aware of Equal Opportunities relevant to post / E / Application/Interview