Quality Development Officer, Performance & Change, West Lothian Civic Centre, 482.41

Job Advert

36 hours per week, 52.14 weeks per year, permanent

We are keen to employ a diverse workforce that reflects the people of Scotland. We welcome applications from all backgrounds and particularly from groups currently under-represented, including people with disabilities, those from minority ethnic communities or from socio-economically disadvantaged

This is an exciting opportunity to join a forward-thinking team within Housing, Customer and Building Services (HCBS).

The successful applicant will work as a part of the income management team within the Performance and Change service of HCBS. This team have responsibility for the central management and strategic planning in regard to rents/service charges, former tenant arrears, Universal Credit, and other financial functions relating to the appropriate management of the Housing revenue Account income.

This role provides critical support to the Service Development Officer and Service Manager responsible for the income management functions and financial compliance for HCBS.

As part of this role, the Quality Development Officer will ensure service development activity stems from intelligence led identification of risk, skill/knowledge gaps and areas for improvement through delivery of the Improvement Team’s schedule of Assessment and Review. This involves audit functions, compliance/reality checking, and reviews of service activity.

The successful applicant will work proactively with the local community, with particular emphasis on working with local housing teams, partners, tenants, customers and other council services to ensure that income management, rents and service charges are collected, and for handling the process to recover the maximum income from former tenant arrears.

The role also includes other aspects of sound income management including ensuring other rent account anomalies are identified and the process to reconcile this is deployed.

Performance and Change Service – Our aims

• Satisfying our customers
• Achieving excellence across HCBS
• Communicating effectively
• Using professional judgement
• Taking personal pride in the service we deliver

Behaviours and Competencies

• Ability to manage own workload and contribute to agreed objectives
• Adept at removing the barriers that get in the way of delivering excellent customer service
• Good working knowledge of the HRA, income management, arrears monitoring and good governance.
• Creating an environment of trust
• Ensure two-way dialogue with customers and colleagues
• Finding creative solutions for customers
• Good communication skills with the ability to adapt to suit various audiences
• Good interpersonal and negotiating skills
• Ability to use own initiative
• Self-aware and self-motivated to realise your full potential
• Excellent time management skills
• Digitally literate and focused
• Ability to represent HCBS in a positive and effective manner
• Take responsibility for delivering excellent performance results
• Good attention to detail and a high degree of accuracy in work
• Committed to own personal development
• Committed to pursuing excellence in line with the WLC culture and values
• Flexible, adaptable and able to work under pressure

For an informal discussion about this post, please contact Mark Barnes by e-mailing mark.barnes@westlothian.gov.uk