Ensure the provision of a high quality, vibrant, innovative and cost effective service to customers within a geographic locality Allocate resources appropriately to ensure successful delivery of services. Set targets and provide guidance, advice and direction to team leaders, staff, stakeholders and members of the public. Interpret information and take corrective action where required to meet agreed service levels. Implement changes to service in line with relevant strategies, policies and procedures Consult with customers, stakeholders and partners to continually improve service delivery and work with external and internal organisations and individuals to deliver services Manage and monitor budgets under the post holder’s control, including generating income and preparing external funding applications. Ensure staff members are competent and confident in the delivery of services, ensuring appropriate training and development opportunities are in place Promote services to current and new audiences and develop awareness and enthusiasm for the full range of Libraries and Neighbourhood Hubs services Support the preparation, implementation, and evaluation of strategic plans for the service Prepare reports, responses and statistical information

Plan and deliver service development in order to improve the performance of the income team, developing revised policies, procedures and operating systems.- Plan, coordinate and deliver sustained service development in order to improve the performance of the Income Recovery Service, which also supports cultural change in order to ensure greater tenant responsibility, tenancy compliance and a payment culture.- Develop policies, procedures and income recovery strategies in consultation with stakeholders and service users to maximise housing income collection in all its forms while promoting low cost payment options to customers moving to ‘digital by default’.- Ensure detailed, up to date knowledge and organisational compliance with relevant legislation, legal processes and associated policy, ensuring necessary responses are planned and implemented particularly in respect of Welfare Reform.- Using horizon scanning to identify and recommend best practice in income recovery, investigating the use of technology to improve the ‘digital’ service offer to customers and updating operating systems and procedures as a result of agreed change- Support the Income Recovery Team Leader in monitoring staff and team performance, identifying the causes of rent arrears and other debts and implementing tailored solutions and marketing campaigns to prevent and reduce bad debts.- Using nudge theories, customer insight and business intelligence to deliver actions which drive up performance and also improve tenancy compliance, tenant responsibility and which create a payment culture amongst tenants.- Contribute to the strategic development and policy formulation across the wider Housing Income Service, and ensure effective business planning and service delivery in order to fulfil corporate objectives working closely with the Revenues service in doing so.- Identify clear objectives for service delivery, including the management of risk.

Provide housing options advice either through face to face, over the telephone,electronically and in the community through advice surgeries or home visits to enablepeople to exercise choice and select housing options and support services that are mostsuitable to their personal circumstances.2. Undertake a housing medical assessment to enable people to exercise choice and selectoptions and support services that are most suitable to their personal circumstances.3. Manage and Interrogate mutual exchange solutions and databases to identify customerswho are under- occupied and offer advice and support on matters of under-occupancy,mutual exchange and transfers.4. Verify new and short-listed applications in accordance with the Allocation Policy toensure housing applications are banded in accordance with the Allocation Policy and theapplicants circumstances5. Undertake and arrange appointments for “Its Your Move”, arrange and attend viewingsand sign ups and undertake an assessment to ensure properties are suitable forapplicants including those with a medical need.6. To prepare property advertisements and publish in a range of media outlets within settimescales.7. Liaise with a variety of internal and external partners and support agencies to delivereffective services, to receive and make referrals and to share informationParticipate in consultation with customers consistent with good practice8.Maintain accurate and up to date records of caseloads and statistics9.To provide support to the Housing Assessment Panel, which includes preparation of meetingsand ensuring cases are relevant and meet the required standards for submission.

Undertake the property management function of emergency accommodation including the sign up of occupants from referrals Process recharges where breaches of tenancy have occurred Data input and extraction of the stock control and asset management I.T system. Organise and facilitate the provision of furniture and property preparation for the, overnight accommodation Provide a range of quality furnishings to enable people to exercise choice Visit customer’s furnished homes and temporary accommodation to undertake tenancy pre – terminations, and Inventory Checks to ensure standards and cleanliness of the furniture is maintained Undertake property visits on temporary accommodation Undertake emergency accommodation occupancy agreement sign ups at the Property Shop and refer to the Resettlement Officer for a follow up visit the following day Prepare information for court cases where breaches of tenancy have occurred in relation to the neglect or stolen items of furniture Provide operational support when required to other teams within Home and Property Services.

Liaise directly with both internal and external partners to assist in the reduction of underoccupancy within the borough Contribute to the provision of appropriate professional advice and support on matters of under-occupancy, mutual exchange and transfers. - Deliver advice through face to face, telephone, letter and email directly to customers and to partners, senior management and external agencies. - Maintain accurate records/statistics of caseloads - Interrogate mutual exchange solutions and databases to identify customers who are under- occupied. - Promote the benefits and increasing the provision of information available to customers about downsizing through a variety of formats including, internet, leaflets and outreach. - Work with statutory, non-statutory and voluntary agencies to assess and provide the support needs to all individuals requiring access to accommodation.

• To support the COO and Director of I&D in reporting, communications, project control and other strategic activities as required • To assume a support role for complex and varied bids and specific changes • To support and help manage the governance process for winning new business• To support the I&D team and COO to ensure that they meet the required quality and process standards • To organise and facilitate meetings in the Innovation Centre• To administer meeting room bookings in the Innovation Centre• To manage and govern management information systems for the COO Reception and care of visitors in the Innovation Centre (on occasion working reception for large events)• Ordering of stationery, travel and accommodation, refreshments in the Innovation Centre• To facilitate any other ad-hoc events as required • To co-ordinate/facilitate visits to RBT from other authorities and to liaise with others to organise return visits if required.• To undertake information communication delivery to RBT Managers and staff as necessary. • To use a variety of computer applications to provide information, e.g. word processing, spreadsheets, powerpoint presentations, etc.• To be familiar and comply with all relevant Health and Safety, Management of Risk, Operational, Personnel, Data Protection and Financial Regulations policies and procedures.• To monitor own performance and look to ways of improving systems and procedures of work.• To be responsible for self-development and to maximise opportunities.• To undertake other duties and responsibilities as required from time to time commensurate with the grade of the post.

•Provide administrative & clerical support to the RBT Management Team and Bids & Change Team. •Assist and Support the Bids and Change team in the provision of a range of Services and Functions. • Update and maintain services computer access and database systems. • Cover a range of administrative support tasks e.g, filing, maintaining records, faxing, taking/logging messages, diary appointments, room bookings and using the procurement process • Arrange and facilitate meetings, producing and distributing agendas, attending and taking minutes at meetings, including meetings on site. • Monitor Change Control and ICT Change Mailbox, Handling and resolving customer queries/issues/questions.