Accommodation Officer x2 Ref: 09-25

Salary: Grade 9, starting at £24,916 per annum (pay award pending)
Hours: Full time, 37 per week
Basis: Permanent
Place of Work: Dereham, Thetford and travel across the district or further afield

After a review of the Housing and Communities service we are excited to be expanding our service and we have a number of rewarding positions available.   Some of these are technical and specialist positions, ideal for individuals with knowledge and experience in housing legislation and some are more public-facing roles, which are perfect for those who excel at connecting with people, fostering relationships, and creating a welcoming environment.

We are recruiting to two Accommodation Officer roles.   For this role, would you like a job where what you do:

For this role, would you like a job where what you do:

• Provides accommodation and related services to people who need somewhere to stay?
• Makes the most of your interpersonal skills and your empathy?
• Challenges you to be creative and resourceful?
• Links across the housing service to help assist and advise those who need it most, often facing challenging circumstances?

About you:

Your qualities and behaviours are as important to us as your work experience.  Is this you?

• 'I recognise the skills, talent and experience of others and reach out to them for their contribution and input'
• 'I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge'
• 'I have an open mindset, take risks and explore new ways of doing things'
• 'My approach to work is filled with positivity and optimism'
• 'I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer'
• 'I am driven to achieve results and show courage and resilience even when things don't go to plan'
• 'I take responsibility if things don't go well and learn from it for my own and for the organisation's development'
• 'I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience'
• 'I understand and take care of my own well-being and of that of those around me.'

OK, I'm interested... But is it really the job for me?

As an Accommodation Officer you will:

• Manage the Council's temporary accommodation arrangements, including its own stock, making placements into housing association temporary stock, hostels and nightly paid accommodation, ensuring licence agreements are signed by all parties, HB benefit claims are submitted to ARP, customers understand what they need to pay and have a means of paying their charges. 
• Provide a range of support to clients in temporary accommodation, including welfare benefits advice, tenancy support and to work with other agencies to promote and safeguard the welfare of clients in temporary accommodation.
• Liaise with accommodation providers, particularly nightly paid establishments, to ensure that accommodation meets agreed standards and to visit temporary accommodation regularly to check the conditions of properties.
• Have oversight of arrangements with accommodation providers including checking that residents are occupying the accommodation and processing payments to accommodation providers.
• Support the Accommodation Team Leader to research and secure alternative sources of emergency accommodation provision.

Please see the job description and person specification for more a comprehensive list of duties that the role normally entails as you could be asked to occasionally pick up other responsibilities, and also for the personal qualities needed.

Please be aware that applicants who do not submit a supporting statement showing how they meet the person specification will not be considered for interview.

Closing date - 9am, Monday 1 May

Job summary

Description of duties

• To manage the Council's temporary accommodation arrangements, including its own stock, making placements into housing association temporary stock, hostels and nightly paid accommodation, ensuring licence agreements are signed by all parties, HB benefit claims are submitted to ARP, customers understand what they need to pay and have a means of paying their charges. 
• To provide a range of support to clients in temporary accommodation, including welfare benefits advice, tenancy support and to work with other agencies to promote and safeguard the welfare of clients in temporary accommodation.
• To liaise with accommodation providers, particularly nightly paid establishments, to ensure that accommodation meets agreed standards and to visit temporary accommodation regularly to check the conditions of properties.
• To have oversight of arrangements with accommodation providers including checking that residents are occupying the accommodation and processing payments to accommodation providers.
• To support the Accommodation Team Leader to research and secure alternative sources of emergency accommodation provision.
• To establish and maintain contact with residents in temporary accommodation, liaising with the Housing Solutions Officers and other agencies to ensure all relevant paperwork is completed and any support needs identified.
• To signpost residents to appropriate support agencies to ensure effective tenancy sustainment and intervene where necessary to ensure that residents have appropriate support and advice to claim benefits.
• To liaise with accommodation providers in relation to any issues relating to residents' behaviour and provide support where necessary to ensure residents understand the consequences of any breach of accommodation conditions including in relation to the Council's ongoing duties towards them. 
• To assist the Income Recovery Officer to send out annual rent increase letters and quarterly rent statements to tenants of council owned properties when required.
• To liaise with the Business Support Officer to ensure invoices relating to temporary accommodation placements are paid within timescales.
• To be responsible for keeping accurate records of temporary accommodation arrangements and placements.
• To monitor team mailboxes and action by forwarding to relevant officer or responding to emails as appropriate. To provide tenancy management of the small number of council owned properties that are let to tenants, ensuring compliance within the requirements of being a Registered Provider.
• To produce detailed regular reports from IT systems, recording and monitoring performance, gathering and presenting figures as required in order to meet performance targets and inform strategic housing need.
• Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.
• To provide information relating to MP enquiries, Complaints, Freedom of Information requests etc. as required.
• To attend training and development opportunities to ensure knowledge and skills are maintained and are current.
• Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.
• To carry out any other duties as required in accordance with the level of the post.

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.

Experience and Knowledge

Essential

• Experience of working as part of a team and using own initiative
• Working knowledge of a wide range of office ICT applications
• Detailed knowledge of housing allocations, housing management policies, choice-based lettings and the provision of social housing.
• Experience of accurate data management
• Experience of dealing with demanding and challenging people in difficult/sensitive situations.
• Experience of working in a customer facing environment giving information or advice both in person and in writing
• Experience of using negotiation skills to resolve problems.
• Good knowledge of services, benefits and support available to applicants experiencing housing problems.
• Knowledge and understanding of the importance of equal opportunities

Desirable

• Good knowledge of landlord and tenant law
• A good understanding of wider housing issues i.e. homelessness, welfare benefits, etc.
• At least 2 years' experience of customer services
• Knowledge of Homeless Legislation and other relevant legislation i.e. Care Act, Children's Act.
• Experience in analysing and organising information

Qualifications

Essential

• Educated to GCSE level in both Maths and English (or equivalent)
• Minimum of 2 years' experience working in a housing related department or organisatio

Desirable

• Housing qualification

Essential Behaviours

Collaborative:

• 'I recognise the skills, talent and experience of others and reach out to them for their contribution and input'
• 'I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge'
• 'I celebrate success with my colleagues'

Ambitious:

• 'I have an open mindset, take risks and explore new ways of doing things'
• 'My approach to work is filled with positivity and optimism'
• 'I work hard to build relationships inside and outside my own area of work'

Results Driven:

• 'I am driven to achieve results and show courage and resilience even when things don't go to plan'
• 'I understand our council priorities and how I make a difference.'
• 'I keep to my promises and challenge myself and others to deliver high-quality services'
• 'I make sure I am clear on what I need to achieve, keeping a focus on results and solutions'

Empowering:

• 'I show energy and drive to explore new opportunities and challenge the status quo'
• 'I take responsibility if things don't go well and learn from it for my own and for the organisation's development'
• 'I appropriately challenge unacceptable behaviour'
• 'I ask for help and support when needed'

Supportive:

• 'I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience'
• 'I understand and take care of my own well-being and of that of those around me.'
• 'I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable'
• 'I care for my colleagues, taking an interest in them, showing support for their personal identities and what's important to them'
• 'I trust colleagues to do their job knowing this may not always be visible in a traditional 9-5 work pattern'
• 'I give time to colleagues who need help or support, even when the pressure is on'

Health & Safety (exposure to risk)

• This post requires lone working, visiting customers in temporary accommodation, with appropriate steps taken to minimise the risks of this.
• Complex and varied work area. Need to manage tight deadlines and look after welfare (workplace stress)
• Could face angry/verbally aggressive/ verbally abusive customers (phone/email).
• Exposure to some personal and sensitive data and records which could affect mental well being.

What's it like to work for us?

We are passionate about our people and pride ourselves on being a great place to work, we genuinely care and know that a happy workforce is a productive and motivated one! If you're still not sure, here are some stats from our 2024 staff survey to convince you..

• 94% said they feel trusted and empowered
• 90% of staff recommend Breckland as a great place to work
• 89% said they have had opportunities to learn and grow in the last 12 months
• 94% think Breckland provide positive action on health and wellbeing
• 91% said they felt supported by their manager

If you STILL need convincing, here's what some of our staff say...

• "Breckland is a fantastic employer, lots of opportunities and support"
• "Having only just started, it is a great place to work, everyone says hello, is smiley and chatty. I like the groups that are on, like carers shed and neurodiversity"
• "We are encouraged to take regular breaks and there are mental health first aiders and a wide range of good promotional aspects of healthy living and wellbeing."
• "In times of need the council offers excellent support."
• "BDC really does seem to care about the wellbeing and happiness of their staff."

At Breckland Council we have embraced the Government's agenda to modernise local government. Our approach is to lead change rather than follow it, and to add the best value we can to our communities. We achieve this by developing our employees to their full potential, providing them with the relevant knowledge, equipment, and authority to carry out their duties.

We are a dynamic and innovative organisation that is always testing and learning as we seek to continually improve. We have never stood still in response to the emergence of new opportunities, changing customer demands, and ongoing funding challenges. We have exciting plans for how to deliver the best possible services to our residents and businesses.

Breckland as a district is a special place nestled in the heart of rural Norfolk, spanning over 500 square miles of beautiful countryside and forest, with five Market Towns and over 140,000 residents. We care, we listen, and we support people and businesses within our district. We have big ideas and we are innovative in our approach, coming up with ways to meet the needs of the local communities that we serve. Through our actions, we want to make things better.

But we know that we can't do it alone. We are a collaborative organisation and we work together with others to make a greater impact. We are also an organisation where our employees can grow and develop and are empowered to achieve and succeed. We are proud of our area, and by driving investment and enabling opportunities, we can maximise its full potential. We want to inspire aspiration to live, work, visit, or do business here: we want our district to be one of choice.

We will support and enable growth and change in our thriving, welcoming places where people and businesses choose to be, knowing their ambitions can be not just fulfilled but exceeded. By listening to people, by understanding what they need and by working together, we can shape what we have to offer. By doing so, we can benefit those who are already here and those who choose to come to live, work, visit, or do business.

We offer excellent conditions of service, including:

• A local government pension scheme (14 per cent employer contribution).
• Attractive holiday package (25 days increasing after three years' continuous Local Authority service by one day per year up to the maximum of 28 days, plus bank holidays)
• Free car parking.
• Remote-enabled working arrangements.
• A newly refurbished office. See what it is like working here by watching this short film: 
  

Our commitment to talent development, on the job learning and upskilling, training and professional memberships, will keep your knowledge and skills up to date.

Please see the job description and person specification for more a comprehensive list of duties that the role normally entails as you could be asked to occasionally pick up other responsibilities, and also for the personal qualities needed.

Please be aware that applicants who do not submit a supporting statement showing how they meet the person specification will not be considered for interview.

If you would like an informal chat regarding this role please contact Jane Booth, Housing Solutions Team Manager, by emailing jane.booth@breckland.gov.uk

Closing date - 9am, 1 May 2025

APPLY ONLINE

Please be aware that if you are selected for this role there will be a requirement to undertake a DBS check as part of pre-employment checks.

Equal Opportunities

We are committed to being an Equal Opportunities employer, recognising the benefits of sustaining a workforce that reflects the diversity of the community we serve. We welcome applications from anyone who feels they meet the requirements of our vacancies. These are listed as essential requirements on the person specification.