Job Description

Role Principles:

I will remember what matters to the tenant / customer by:
· Aiming to provide tenants / customers with the service that they want and need
· Helping my colleagues and internal customers to sort their tenant / customer requests
· Helping our tenants, residents and visitors to get the service they require
· Avoiding tenant / customer confusion by not passing them around or handing them off to others
· Trusting our tenants / customers
· Being efficient, polite, professional, friendly and cheerful
· Helping others to help themselves if appropriate
· Keeping information confidential and adhering to the Data Protection Act 1998

I will be available to our tenants / customers when they need me by:
· Working as a team to provide cover operationally and in the office
· Enable flexible working to ensure we have the right people in the right place at the right time to meet requests.
· Working across various Council sites in both Redditch
· Working with my colleagues to prioritise and manage my workload and tasks in response to the requests
· I will have a flexible approach to work, supporting service change and transformational improvement

I will support my team members by:
· Working with them to make sure that we deliver the service our tenants / customers need
· Using my strengths to help others develop including trainees and apprentices
· Talking to others if I have concerns about something not being done right, rather than allowing it to keep happening
· Identifying areas of poor service or service failure and ensuring that remedies are put in place as soon as possible (possible alternative to point below)
· Helping others to understand and work systems thinking way

I will always aim to meet tenant / customers needs.
· Understanding what matters to the customer and acting upon it
· Owning the tenant / customer enquiry and doing everything possible to meet our purpose
· Giving accurate information
· Recording accurate information
· Taking responsibility for sharing information
· Working collectively to ensure that we have the right information available
· Making decisions based on the information available in the interest of the tenant / customer
· Ensuring that we meet industry standards and best practice and that we act legally and safely
· Ensuring that any action is not to the detriment of our other tenants / customers
· Ensuring requests for services get to the right organisation if we are not responsible
· Giving the tenant / customer clear information about what will happen and when
· Giving advice about who might be able to help if we are not able to
· Working with other organisations to develop and support the place we are working in
· Identifying the real problem and fixing it once and for all
· Following up enquiries if necessary to check that the tenant / customer received the expected service
· Pulling support from the right expert when needed

Please send CV's or call 01473 216611