Housing Resolution Officer

Housing Resolution Team
We are recruiting! We have redesigned our services and teams to ensure that we deliver on our promise to create a resident centric culture with a focus on supporting independence and enhancing life chances, whilst continuing to deliver, safe, sustainable and quality homes for the future.
The Housing Resolution Team provides first point of contact services to Council Housing Residents providing a great customer experience across our telephony and on-line channels the team will be responsible for resolving wide range of housing related enquires and will specialise in accurate diagnostics of repairs.
Housing Resolution Officer
Reporting to the Housing Resolution Team Manager you will be one of a team of Housing Resolution Officers responsible for resolving queries at the first point of contact.
Key responsibilities include:

- To operate as part of the team of Housing Resolution Officers, providing the efficient day-to-day operation of first point of contact for customers via all channels (web, telephone, face to face, correspondence, mobile, text messaging and email). . To take ownership and actively handle and resolve 80% of customer contacts at the first point of contact.

- To act as a Digital Champion for the Council to promote and ensure customers are aware of the benefits of using the digital platform, providing 1-2-1 training and support if required, and support colleagues to do the same.

- To represent the Council at the first point of contact, ensuring the service is customer focused and professional, promoting the Council’s core values and Customer Services.

- To undertake training and coaching to become a highly skilled repairs expert. To accurately diagnose repairs ensuring they are given the correct priority and ensuring the emergencies works are completed with due regard for the health and safety of the public and legislative requirements.

- Use judgement, experience and problem solving skills to resolve complex and on-going repairs enquiries. This includes reviewing the repairs history and notes, obtaining technical advice, and agreeing next steps with the customer to resolve the issue.

Contact Details -
If you would like to know more about the role, please contact Charlotte Chetcuti on 020 8132 1144 or Maxine Lawrence on 020 8132 1099 for an informal discussion.
If you have any difficulties accessing this information, please contact Vickie McGrath on 0208 132 1053 or vickie.mcgrath@enfield.gov.uk

We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents. Please note it is your responses to the Essential/Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application/CV.
We are passionate about our people and how we deliver services to our community in Enfield. That’s why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we’d love to hear from you - and of course we are always happy to talk flexible working, click here to find out more.
Why it's great to work for Enfield Council:

- An excellent pension through the Local Government Pension Scheme (LGPS).
- Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
- A blend of remote and office based working for most roles.
- Interest free season ticket loan repayable over three or ten months.
- Career development and learning experiences from a range of training courses and learning methods.
- Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
- Health and leisure discounts and tax-free bikes for work.
- 1 month's paid sabbatical for registered Social Workers working in Children's Social Care.

We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment.
If you have previously applied for this role within the past 6 months, unfortunately, a second application will not be considered.
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