Support Officer - Reed : Job Details

To work as part of a team, providing an effective, customer focused support service for residents within the Supported Living Service. You will need to liaise with relatives, statutory and voluntary agencies to enable customers to receive the support they need to maintain their independence.

You’ll work closely with colleagues in the Customer team and across the organisation, to deliverthe best outcome for customers by taking ownership of a wide range of customer cases.

Typically you’ll manage cases where judgment is required, either face-to-face, in customer homes or on the telephone.

• Delivering excellent operational performance through management of customer cases where the customer need typically relates to any of the following, tenancy sustainment, debt management, anti-social behaviour, health, independence skills, engagement and sustainment.
• Managing the complete Key 2 key lettings ie advertising on KHC, shortlisting, viewings and Needs and Risk assessments on flats within your schemes
• Giving Benefits advice and helping customers to maximise their income
• Deploying generic knowledge and skills to challenging situations achieving the best outcomes of the customer, communities, drawing on colleagues in the Customer team as required to develop own expertise when needed
• As and when things go wrong, investigating customer concerns and ensuring that they are resolved appropriately, ensuring that learning from mistakes feeds into continuous improvement
• Managing the minimum of 2 sheltered Schemes
• Delivering excellent customer service through our multi-channel platforms (Web, social media and self-service portals), email, telephone and post. Promoting and nudging customer behaviours towards new digital channels is also a key part of the role
• Sharing best practice and coaching or supporting less experienced colleagues as required, to continually improve our service and find creative solutions to solve problems, and ensuring that learning from mistakes feeds into continuous improvement

• Embracing change and new technologies, and suggesting new ways of working

• Sharing best practice and coaching or support less experienced colleagues as required

• Embracing change and new technologies, and suggesting new ways of working
• Contribution to overall performance of the Supported Living team
• Ensuring that all performance management responsibilities are carried out in a timely way, and that good performance is recognised and any areas of concern are addressed
• Using performance data, quality checks and your own observations to coach, give feedback and create development plans for team members, ensuring a relentless focus on the delivery of results, and that the potential of team members is realised. Also uses information to feedback to the Supported Living Manager, to shape and influence strategy and policies
• Supporting your team to resolve non standard or escalated queries / issues, drawing on the expertise of others if necessary
• Proactively looking for ways to embrace changes, and encouraging team members to do so, in order to continually improve our service offer to customers. Includes coaching others to embrace new technologies
• Proactively identifying risks and appropriate mitigations, or escalating where appropriate
• Ensuring that our service delivers the best it can for our customers, relentlessly owning and driving excellent customer service, and taking responsibility for making things happen