L4 Housing Apprentice

Bournemouth, Christchurch and Poole Council
Town Hall, Bourne Avenue, Bournemouth, BH2 6EB
£20,092.00 annually
15 Apr 2021
22 Apr 2021
Role Type
Apprenticeship, Higher
Start Date
  • To develop the knowledge, skills and behaviours required for the level 4

Housing apprenticeship standard - see separate document
  • To be part of the Housing Options team, managing own case load, recognising people's needs and responding accordingly, and providing excellent customer service through giving advice
  • To provide comprehensive efficient, effective support service to the Housing Options Team
  • To provide a frontline face to face and telephone advice service for Housing general housing enquiries and offer accurate advice on a range of housing related services

  • To provide a front line duty service, demonstrating high standards of customer care at all times to those people accessing the service with a range of needs and vulnerabilities via various methods (telephone, letter, face to face & email)
  • To deal with enquiries, some of which may be contentious, independently in a positive, pro-active and helpful manner ensuring that they are accurately logged, recorded and dealt with, aiming to answer enquiries in full at the first point of contact wherever possible
  • To develop and promote strong links with public sector, supported & private housing providers and social housing landlords with the aim of helping people to improve their housing circumstances
  • To undertake initial assessments of housing need and circumstances of customers in order to provide the best and most appropriate advice and help
  • To undertake and make decisions regarding housing need and advice applications and enquiries, in order to provide the best and most appropriate advice and help
  • To signpost or refer the general public to other relevant services or agencies where required
  • To provide a range of administrative functions and office duties to include data entry, application management, reception and telephone duties and dealing with correspondence
  • To provide direct support to more senior officers in the housing service, which may include gathering sensitive information or data from a range of agencies
  • To handle customer data sensitively and in accordance with data protection regulations
  • To respect confidentiality at all times recognising that customers may present in a distressed state
  • To coordinate and assist with applications to the credit union, referrals to CAB and other specific support agencies
  • Having in place at all times relevant professional boundaries
  • To provide administrative and organisational support for meetings
  • To assist in providing performance data for the team working with the Performance Monitoring and Information Officer where necessary
  • Building and maintaining excellent working relationships with staff members across the council, external agencies and organisations, liaising effectively and efficiently to improve service provision to customers
  • To participate in emergency situations in accordance with the councils duties as requested
  • To suggest improvements which help to continuously review the service offered improving this for applicants and staff
  • To undertake such other duties as may be required from time to time commensurate with the level of the post
  • To comply with all decisions, policies and standing orders of the Council and any relevant statutory requirements, including the Equality Act, the Health and Safety at Work Act and Data Protection Act

Requirements and prospects

Desired skills

  • Experience of working as part of a busy team
  • Experience of providing a range of administration and support services
  • Experience of working with customers and/or the public face to face and via telephone, providing an excellent customer service experience

Personal qualities

  • Friendly, adaptable, positive approach to work
  • Strong commitment to customer care and delivering high quality services, with a 'right first time' focus
  • Willing to engage in training personal development from feedback and improve service delivery
  • Treats everyone fairly and embraces diversity

Desired qualifications

GCSE 0r equivalent Grades A - D (3 or above) in English and maths

Future prospects

Full time employment

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