First Response Officer (Scale 6)

Job Category : Housing
Location : Edmonton Centre, Enfield Council
Hours Per Week : 35.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £16.01
Purpose of the Role:
Provide high quality and comprehensive support to the service user to empower them to
plan, work towards and achieve their outcomes.
Working effectively individually and as part of a team, to achieve service outcomes and
actively contribute to the development and smooth running of the service in accordance with
local policies procedures and legislation.
Work as a part of a responsive team working in the community providing an extension of the
call centre and first port of call to residents across the borough. Deliver a tenure blind,
wholesome people and place offer for residents living in Council Housing properties,
identifying the most vulnerable ones and support as appropriate and ensuring the needs of
the wider community are met.
Provide housing support and tenancy management service to residents living in defined
communities and localities. Respond to all initial enquiries and provide first time right
transactional resolution.
Provide property management function meeting all health and safety and residents’ safety
requirement. Carry out testing and regular inspections of dwellings, blocks and estates, raise
repairs and follow through to satisfactory completion.
Work flexibly to deliver a tenure blind, wholesome people and place offer for residents living
in Council Housing ensuring the needs of the wider community are met. Provide emergency
response, detail to be determined as required by individual service teams’ need and in
cognisance of individual circumstances.
Be part of a highly visible team working mostly in community, remotely and via face-to-face
contacts with residents. Display respect at all times, get things done and own the matter to
its conclusion

Skills, Experience, Knowledge & Abilities
Essential:

1. As a regular and intrinsic part of this role requires you to speak to members of the public in English, the ability to converse
   at ease with customers and provide advice in accurate spoken English is essential and consistent with the requirements of
   this role. This role also requires you to be polite and courteous when conversing with the public.
2. Experience of delivering customer facing multi-landlord tenure blind customer service
3. Understanding of property management function and knowledge of underlying health and safety and residents’ safety
   regulations
4. Experience of working in face-paced environment, with many competing priorities
5. Experience of maintaining partnerships
   Desirable:
6. Knowledge of housing law and understanding of the issues involved in tenancy management

Competencies:
Candidates: Please ensure you address these competencies in your responses to the essential (and desirable if applicable) criteria above.

1. Customer focus
2. Deliver service performance
3. Focus on continuous improvement
4. Political awareness and context

Qualifications & Professional registration criteria
Candidates: Please ensure you address these qualifications in your responses to the essential (and desirable if
applicable) criteria, you will be expected to meet these requirements of the role and they will be explored with you at
interview.

1. Willingness to undertake housing related qualification