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Housing Case Worker and Policy Administrator

LOCATION: Manchester
LENGTH: Full time
SALARY UP TO: £23,395.00 per year
SECTOR: Adminstration and clerical


Housing Case Worker and Policy Administrator |
Manchester City Centre |
Temp / Full-time |
Up to £12.82 p/h


Our client is a Manchester based university and are looking for a Housing Case Worker and Policy Administrator.

The postholder will provide housing information and guidance to students and University colleagues, and take responsibility for the administration of code complaints, ensuring that the agreed and required standards of customer care are consistently undertaken towards customers.

Key duties and responsibilities:
• Provide information and guidance to students and University colleagues on housing matters, referring customers to the appropriate internal and external agencies for further or specific enquiries as necessary.
• Undertake administrative activities to support the delivery of the services.
• To process complaints, and to refer cases to tribunal where appropriate.
• To maintain a good working relationship with external partners, liaising appropriately with a variety of organisations.
• To undertake interpreting and explaining written information, e.g. - tenancy agreements, leases or letters, from landlords to students.
• To undertake mediation in disputes between the tenant and landlord or tenant and tenant.
• To undertake the role of ‘advocate’ on behalf of tenants, as necessary in dealing with landlords or local authority housing departments.
• To maintain awareness of current housing legislation and policy.
• To assist with the training of occasional/temporary colleagues’ work to the agreed standards, as and when necessary and agreed.
• To deal with all customers (students and their family members, as well as University colleagues) as required, in a courteous and informative manner, to the agreed standards - via telephone, email and in person – in resolving enquiries, liaising with team colleagues as necessary.
• To assist with the financial administration of the operation – specifically to process payments made for services, and to complete daily credit transaction sheets.
• To process landlord registration details, payments and other documents as required.
• To review accommodation-related situations of clients, interviewing and gathering relevant information as necessary, towards offering guidance and resolution.
• To undertake the production of housing information literature and to organise/maintain informational displays as appropriate, and co-ordinate information mail-outs to landlords and to students.
• To undertake training as reasonably agreed as appropriate to the post-holder and/or their role, with the Line Manager.
• To work and liaise effectively and supportively with all other campus colleagues and departments in the interests of contributing to a professional work environment.
• Ensure that confidentiality of information is maintained in line with data protection requirements and University Policy.
• Comply with University Health and Safety requirements.
• Undertake such other duties (for the office or more widely in support of enhancing the student experience) as directed by [manager/head] commensurate with the level of responsibility for the role.

The ideal candidate will have
• Knowledge and experience in the housing field in a public or private sector organisation with an understanding of current housing issues, legislation, and the application of related policies and procedures.
• Experienced in the provision of housing information and guidance to managers, staff and students, with an awareness of student accommodation issues.
• Knowledge and skills, in publishing, producing and distributing ‘professionally accurate’ advertising/information literature within a comparable working environment
• Excellent communication skills (oral and written), demonstrating an ability to deal with a wide range of people
• Flexible and responsive to customer needs and able to provide information, advice and guidance whilst maintaining confidentiality.
• Excellent organisational skills, able to prioritise a variety of work activities in a busy environment and meet strict deadlines.
• Experience of working in a team environment within a large organisation, demonstrating an ability to be flexible and provide support for colleagues.
• Demonstrates a high level of accuracy and attention to detail.
• Demonstrates numeracy, analytical and problem solving skills with the ability to identify and resolve issues effectively.
• Good computer skills with experience working with Excel, Word, MS Outlook, databases and web-based information.
• Demonstrates a commitment to enhancing the student experience, excellent customer service and to the University’s values and behaviours.

To apply, please submit your most up to date CV.

Please be aware we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview.


Administration & Clerical, Administration Assistant

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