Housing Grants Assistant Ref: 62-24

Job summary

Description of duties

• Be the first point of contact for clients, giving basic advice to callers regarding grant eligibility & process, information about what services are available from the Council and updating clients on the progress of their case.
• Ensure all clients' enquiries are registered on the ICT systems including any updates and associated information. Maintain, input and update records, spreadsheets and databases ensuring a high degree of accuracy.
• Provide advice and guidance on council policy and procedure. Monitor and respond to enquiries made through generic mailboxes. Where necessary, clearly signpost complex enquiries to the relevant officer, so customers receive seamless information and service.
• Sort incoming post according to agreed processes and service levels. Scanning and indexing correspondence and documents.
• Use the appropriate systems/look up tables to complete Preliminary (means) Test of Resources (PTOR) calculations and communicating the results to the customer. To exercise professional curiosity to identify any anomalies and refer to a manager.
• Raise purchase orders, receipting goods, coding invoices and appropriate use of service contracts in line with corporate financial guidelines
• Arrange meetings and take notes at meetings, monitor and distribute them, including meetings of a sensitive and complex nature.
• Book appointments and schedule events for the service as required. This will include booking appointments with customers
• Support the Technical Officer and Caseworker to administer the processes associated with progressing a Disabled Facilities Grant and completed works - this would include chasing start work dates, CDM documents, invoices, completion certificates and other associated administrative processes.
• Produce monthly performance reports from the customer database as requested. Support the service to update and maintain social media and web pages including responding to correspondence using this media. Proof-reading leaflets and intranet content, posters and other documents. To produce and distribute mail-outs for projects as required.
• Follow standard operating procedures in line with service and financial procedures and data protection and contribute to developing and improving business support procedures.
• Carry out any other duties as required by your line manager from time to time in accordance with the grading of the post.
• Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.

This job description is not exhaustive.

The job description outlines the current position and will be subject to review in the light of development within the service, in consultation with the post holder as detailed in your Contract of Employment.