ASB (intervention & mediation)
1.Advise and support colleagues to deliver excellent services acting as a source of expertise about law, policy and best practice in regards to intervention tools to resolve ASB, including mediation services.
2. Work with colleagues to ensure the service has a comprehensive and effective set of policies and procedures to resolve ASB disputes and resolve nuisance cases.
3. Manage a caseload of more complex issues and work with other services to ensure these are brought to a resolution.
4. Work jointly with the Haringey Council Community Safety Team to ensure co-ordinated action on serious ASB and achieve the best possible outcome of cases.
5. Work with other agencies and Haringey Council teams to improve partnership working and the development of holistic responses
Customer Service
6. To provide a prompt, courteous and accurate advice when dealing with queries from, or initiating contact with service users, their representatives or outside agencies and provide feedback on queries raised.
7. To respond to correspondence/ complaints/enquiries from a wide range of audience categories including drafting responses for senior staff.
8. Ensure proper file systems are maintained and documents are uploaded promptly to enable easy access to relevant information, including other teams and setting up new document sets when required.
9. To understand the customer journey reducing this where appropriate and ensuring the customer experience is positive. Listen to and adapt work to reflect needs of customers focusing specifically on ensuring high levels of resident satisfaction.
Technical understanding and continuous improvement
10. To keep up to date with changes to legislation, policy, and best practice and use this knowledge to improve ASB and neighbour disputes ensuring excellent outcomes for residents.
11. To understand regulatory requirements for this role, the rights and responsibilities of social housing landlords in respect of noise & other neighbourhood disputes, and how to support residents in creating safe communities.
Stakeholder Engagement
12. To promote good relationships and ensure effective working with other Haringey Council services such as Income Management, Property Services, Housing Demand and Resident Engagement Team. Promote and develop good partnership working with council services and external agencies to contribute to the effective management of properties and the delivery of quality services to our tenants and leaseholders.
13. To liaise with Resident Associations, Leaseholder groups, Advocates and other recognised bodies on matters relevant to ASB. This may include attending meetings outside normal working hours, as deemed appropriate.
14. To work in collaboration with other departments and external agencies, attending relevant meetings to represent the tenancy team and Haringey Council.
Personal Commitment
15. To demonstrate commitment to our customers, the local community and our reputation as per Haringey Council's key behaviours and values.
16. To represent the service positively and professional at all levels, delivering excellent customer-focused services and using feedback to effect improvements.
17. To meet all performance targets set, and use performance information to support learning and improvement.
18. To maintain proper systems to monitor and process a number of tenancy management key performance indicators and providing statistical information and report.
19. To work as part of a team with colleagues based in Housing Management, covering duties as directed by the Director of Tenancy & Community Services and with other teams within the organisation, Members and external partners to provide a joined-up, holistic service to residents.
20. To take responsibility for ensuring resident issues are considered and residents receive appropriate, responses in line with performance objectives and organisational values.
21. Carry out duties with due regard to Haringey Council's customer compact, equal opportunities information governance, data protection and health and safety procedures.
22. To undertake any other duties commensurate with the general level of responsibility of this post.
To Apply reach out to me on
02030471496
Eden Brown Synergy is an equal opportunities employer.
Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.
ASB Officer - Haringey
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