Senior Business Support Officer (SO1)

Primary Job Function Business Support Officers will be providing holistic and person-centred housing management services across the borough. This will include - Receiving a wide range of transactional and housing related service requests from residents and non-residents, using right first-time principles to manage demand and conclude a variety of enquiries efficiently. Responding to customer enquiries through phones, email, website, CRM and Apps ensuring they are dealt with and responded to speedily and efficiently “Making Every Contact Count” through the rapid assessment of resident needs to identify opportunities for early intervention and prevention. Post-holders may rotate specialisms over time between, fobs, parking, sheds, garages and cycle storage, enabling them to gain a greater level of expertise in tenancy management services. Officers are central to the provision of quality housing advice streamlining the customer experience. In addition this role will be primarily site‑based, undertaking regular audits of the Council’s assets to ensure their proper, safe, and compliant use. Officers will monitor and control issues such as contractor parking and unauthorised usage, liaising closely with Estate Services to arrange clearances where required, including the removal of abandoned vehicles. The role will actively promote the take‑up of vacant assets, such as fobs, visitor parking permits, cycle storage, sheds, parking bays and garages, through digital communications and direct engagement to achieve set targets. Officers will also undertake effective site visits, ensuring all lettings of H&C assets comply with legislation, policy and procedure, with documentation completed accurately and enquiries handled promptly and professionally.