Accommodation Officer

Job responsibilities

From a day to day perspective the post holder will provide an excellent supervisor administration service to ensure the efficient and effective running of the Residential Accommodation Service. Working alongside other team members, the key result areas of the post holder are to:

• Manage the office systems currently in operation by harmonising and developing current practices to ensure that a consistently high standard is achieved and to optimise the relationship with tenants as customers of a high quality
• Be to responsible for 6-monthly duty of care audits ensuring audits are undertaken and outcomes recorded, and that where applicable, appropriate measures are taken to provide assurance that the accommodation is being maintained in line with statutory guidance
• Be responsible for the health, safety and welfare of staff, contractors, patients and visitors within the accommodation provided by the Trust. This includes the identification and reporting of hazards and any defective equipment or premises.
• To demonstrate a practical understanding of risk assessment in relation to their areas of responsibility and to ensure safe systems of work are in place.
• To ensure that all incidents occurring within the department are reported in accordance with Trust procedures, investigated and corrective action taken as necessary and/or reported to senior management and specialist advisers.
• Be responsible for the upkeep and management of the team members annual leave request data base
• Maximise accommodation bookings to ensure income targets are achieved
• To provide the Accommodation Manager with up to date information on occupancy levels identifying key areas requiring attention
• Ensure all invoices are raised and presented to tenants in a timely manner ensuring all monies owed to the Trust are fully recovered
• Ensure all payroll forms are raised correctly and sent to Payroll in a timely manner
• Minimise void times through efficient letting processes
• Through the team, manage waiting lists where appropriate
• Manage and maintain all relevant spreadsheets and data bases
• Produce all relevant tenancy documentation and reports in an accurate and timely manner
• Provide tenancy management support to the accommodation team when required
• Produce and serve tenancy enforcement notices in line with Government guidelines as and when required
• Attend Court Property Possession hearings as and when required
• Acknowledge and respond to customer complaints both formal and informal, referring to Senior Management if necessary.
• Monitor property repairs and planned maintenance requests to ensure all repairs and property maintenance is carried out in a timely manner to ensure maximum occupancy levels at any given time.
• To co-ordinate inventory reports carried out by the maintenance assistants or home warden.
• Be responsible for ensuring that all tenants are notified by the end of February of the revised rent levels to be introduced from 1st April each year.
• Assist the Accommodation Manager with the marketing and planning of the residential accommodation to maximise income to the Trust
• Deputise for the Accommodation Manager when required
• Darry out other duties deemed appropriate by the Accommodation Manager and within the scope of the post holders ability.

Service Delivery & Development

Where appropriate, the post holder will be required to provide administrative assistance to the Accommodation Manager to ensure that project plans and key workstreams are delivered on time and within budget.

Governance

The post holder will be responsible for ensuring appropriate administration systems are in place to evidence ongoing compliance with local and national policies as required.

Patient/Customer Service

The post holder will be responsible for ensuring that consistently high standards of customer service are delivered by the collecting and monitoring of visitor feedback.

Research

To partake in any survey or research as required in the role and support the department to meet any targets related to this.

GENERAL

This job description indicates the main functions and responsibilities of the post. It is not intended to be a complete list. You may be required to undertake other duties from time to time as we may reasonably require.

You will be required to maintain compliance with all statutory and mandatory training requirements.

The link to the Trusts policies and procedures is:

https://secure.library.leicestershospitals.nhs.uk/PAGL/SitePages/Home.aspx

Training & Qualifications

Essential

• Qualified to Diploma Level through formal training or equivalent experience. Formal residential accommodation management training NVQ Level 3 administrative training or demonstrable equivalent experience

Desirable

• HNC Housing Studies or equivalent

Experience

Essential

• Experience of delivering quality services with experience in a residential/accommodation service (public or private sector) environment to include Assured Shorthold Tenancy Agreement writing and tenancy management including tenancy possession processes and procedures
• Demonstrable evidence of customer service training or equivalent relevant experience with experience in a senior administrative role
• Supervisory experience in a same or similar role
• Evidence of delivery under pressure, managing own workload to tight deadlines
• Experience of delivering quality complex services
• Ability to interpret relevant information from both internal and external sources
• Good financial experience/numeric skills
• Ability to draft own reports and correspondence

Desirable

• Experience of marketing residential accommodation Experience of attending Court possession hearings

Communication and relationship skills

Essential

• Excellent verbal and written communication skills - able to deal with people of all grades and professions
• Well developed and evidenced negotiating/influencing skills to anticipate and avoid conflict and to be able to resolve disputes
• Able to deal with complaints and resolve issues professionally with diplomacy and empathy
• Commitment to partnership working arrangements
• Good telephone manner

Analytical and Judgement skills

Essential

• Well developed and evidenced IT literacy, (particularly word processing and Excel spread sheets), skills
• Well developed problem solving skills
• Demonstrable experience in the planning and organisation of number of tasks at the same time
• Proven ability to take initiative and see tasks through to conclusion
• Demonstrable experience in the maintaining of attention to detail whilst under pressure

Skills

Essential

• Frequent use of PC/VDU for day-to-day activities.
• Standard Keyboard skills and daily usage of MS Office Software

Planning and organisation skills

Essential

• Good time management skills with the ability to prioritise workload to meet tight deadlines
• Excellent organisational skills

Equality, Diversity and Inclusion

Essential

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
• All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

Commitment to Trust Values and Behaviours

Essential

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Other requirements specific to the role

Essential

• Ability to travel, as will be required to work at other sites.
• Must be adaptable and flexible to deal with competing demands
• Must evidence the ability to work unsupervised and autonomously within own area
• Must be able to demonstrate the importance of being part of a team
• Must be able to work outside normal office hours occasionally if required

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).