Oct
10
Decant Officer
October 10, 2023 | Comments Off on Decant Officer
Monday - Friday
9am - 5pm
32,000 Per Annum + 45p Per Mile
Driving license required
Hybrid Working available
Permanent position
Overall context and purpose of the role
The Technical Decant Coordinator will coordinate teams' activities to ensure that technical decant cases are prioritised and completed with minimal avoidable delays. The post-holder will be a 'do-er', and will be proactive to identify solutions that enable cases to move forward.
Working closely with operational teams, the Coordinator will:
facilitate regular case meetings to seek solutions where issues arise
push for progress with identifying a suitable property
help teams to ensure that the customer moves quickly to enable repair works to start
liaise with teams and the customer to ensure that rent, bills and other aspects of the decant are processed quickly and accurately
complete a checklist at the end of the process, to ensure that all actions have been completed to enable the case to be closed
provide an excellent customer service by acting as a point of contact for customers, and by providing regular updates to customers at specific points in the process.
ensure that all cases are tracked and monitored, to show how many cases are at each stage in the process, and to show how long cases have been opened for.
Main duties and responsibilities
To liaise with teams and the customer to ensure that the decant is completed as quickly as possible, by:
o working with teams within the Housing Options Service to identify suitable properties for technical decant customers, with the aim of ensuring that technical decant cases are prioritised for a move
o building a productive working relationship with the customer; accompanying them to viewings, taking steps to encourage them to accept the property offer, and ensuring that identified issues are addressed to encourage the customer to move within a short timeframe.
To coordinate colleagues' efforts to ensure that all aspects of the decant are set up quickly and accurately (e.g. rent payments, bills and council tax).
To adopt a project management approach to keep clear records on every technical decant case, to easily identify the key next steps that must take place to drive a case forward.
To ensure that all key stakeholders are kept up to date with case progression.
To facilitate regular case meetings with operational teams, presenting information from QL reports and other sources to highlight issues and to seek solutions for individual cases, and to mediate between teams where it is challenging to achieve consensus.
To complete a checklist at the end of the process to ensure that all actions have been completed to enable the case to be closed.
To use your initiative, knowledge and judgement to assess and resolve problems independently of operational teams, where appropriate.
To identify where actions have not been taken, and to promptly and proactively engage with colleagues (including managers) to ensure that actions are completed, and escalating issues to management if this is required
To provide an excellent customer service, by:
o providing regular updates to customers at certain points in the process, and acting a contact point for the customer if they have issues (but leaving Housing Options to update on progress in finding a property and Repairs to update on progress with works)
o completing follow-up actions to remedy issues for customers in a timely and high-quality way, in line with what was agreed with customers and teams
o assessing whether there is a need to make reasonable adjustments to meet customers' needs, to support teams to implement these adjustments, and to tailor assistance for customers who need additional support, including those who are vulnerable or facing difficult circumstances
o managing customers' expectations in relation to policy and procedural matters in a non-confrontational and customer-focused manner, offering alternatives wherever possible.
To process customers' requests for reimbursement of reasonable expenses.
To use supporting systems, including the CRM and those used for housing management, repairs management, document storage, in an accurate and timely way to enable effective and efficient service delivery for customers
To develop and maintain knowledge of other services to ensure you support customers and other services in the most effective way
To develop and maintain effective working relationships with colleagues from other services