Business Support Officer

FOLD HOUSING ASSOCIATION IRELAND CLG

JOB DESCRIPTION

JOB TITLE:

Business Support Officer

 

DEPARTMENT:

Fold Housing Head Office

 

RESPONSIBLE TO:

Housing and Community Manager

 

Job Purpose:

Part of a small dynamic team as Business Support Officer, you will support Fold Housing and specifically the housing and property teams by: Offering residents high quality services, and Delivering administration services and support across several key business areas.

 

Resident Experience

• Provide a first-class resident experience, responding to a variety of inbound and outbound enquiries through multiple channels
• Seek to resolve queries at the first point of contact wherever possible ensuring high levels of customer service and support.
• You will aim to resolve all resident queries proactively using your ability to identify and interpret requests accurately.
• Act as an advocate for residents, take ownership and remain accountable for queries until they are resolved, and ensure residents are kept informed of progress.
• Where a query or service request cannot be resolved, ensure a timely and accurate handoff to the appropriate person/department.

Service Delivery

• Respond to rent or service charge queries at the first point of contact when possible, providing advice and information to residents.
• Take and process rent payments
• Refer complex rent queries and arrears cases to the appropriate Housing Officer.
• Provide information to prospective residents about current Fold vacancies and how to apply for a Fold home.
• Provide advice and assistance on a range of estate management issues assigning to the relevant Housing Officer if the query cannot be addressed.
• Triage repair requests with residents, raising orders and liaising with the property and external contractors as necessary.
• Ensure accurate record in the housing management system and any other IT systems at all times.

Complaints and Resident Voice

• Actively seek out and recognise the Resident Voice as an authority on our services if they are expressing dissatisfaction.
• Work with residents to effectively resolve complaints relating to all service areas and support their use of Fold’s complaints policy.
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.

Administration  

• Operation of the day-to-day office administration function.
• Data entry and compiling records and running reports for analysis and review.
• Monitor the completion of repairs and enter details into the housing management system.
• Carry out regular maintenance satisfaction surveys
• Arrange repair post inspection visits and scheduled maintenance appointments
• Cross referencing work order numbers with invoices to process for payment.
• Maintain records and certificates for cyclical servicing and planned programmes of work, including gas, lifts, emergency lighting service contracts etc
• Update contractor reference details, tender records and emergency telephone lists for out of hours contractors
• Maintain contractor’s insurance, reference enquires and tax status files.
• Assist with resident annual rent reviews, monitoring compliance with returns, follow up with residents and input all documents and communication on the housing management information system.
• Manage the registration and termination of tenancies through the RTB Portal and internal monitoring systems, escalating issues as required to the Housing & Communities Manager.
• Assist in the preparation of notifications and newsletters to residents and internal business reports as requested.

General

• Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.
• Undertake relevant projects and initiatives which positively support the vision, values and purpose of Fold Housing.
• Contribute to local and national improvement initiatives and contribute to the formulation and review of policies, procedures, and processes.
• Undertake activities representing the Association in a respectful and mutually supportive manner to external groups or the public.
• Conduct all activities in a manner which is safe to yourself and others acting at all times in accordance with the Health and Safety Policy.
• Undertake any other duties as required that are consistent with your role including covering during periods of absence e.g. sickness, annual leave.

 

All Fold Housing employees have a personal responsibility to promote and to support measures designed to create a working environment that is free from harassment or discrimination on the grounds of religion, community background, gender, marital status, race, sexual orientation, age or disability.

This job description may be amended to facilitate changes in the better organisation of Fold Housing activities following consultation with the job holder.

Fold Housing is and equal opportunities employer

 

1.0	SKILLS & ABILITIES	Essential	Desirable
1.1	Proven understanding of business support and administration	E
1.2	Ability to produce accurate and well presented documents using Word, PowerPoint and Excel.	E
1.3	Ability to manipulate and interpret data and produce analytical reports.	E
1.4	Highly developed written skills. Ability to take accurate minutes and proof read reports produced by others.	E
1.5	Excellent communication skills. Ability to communicate to a range of audiences using a variety of media.	E
1.6	Good influencing skills and ability to achieve results through others.	E
1.7	Strong administrative and organisational skills and ability to coordinate activities.	E
1.9	Ability to communicate effectively with different teams.	E
1.10	Ability to work as part of a team.	E
2.0	EXPERIENCE
2.1	12 months recent relevant experience working in a Business Support/administrative role in a Housing Association	E
2.2	Demonstrate knowledge of business/office administration.	E
2.3	Experience of minute taking.		D
E2.4	Knowledge of social housing in Ireland		D
3.0	PERSONAL QUALITIES
3.1	Common sense approach to all tasks.	E
3.2	Emphasis to resolving problems proactively.	E
3.3	Professional and confident manner.	E
3.4	Flexible.	E
3.5	Ability to work with a minimum of supervision.	E
3.6	Customer focused.	E
3.7	Team player.	E
4.0	EDUCATION
4.1	Leaving Certificate	E
4.1	Relevant 3rd level qualification		D