Amanda Richards
Newark,Nottinghamshire
Summary
Highly-motivated Tenancy Support Worker, providing a positive, can-do attitude and empowering individuals to achieve success. Building positive relationships through exceptional communication and proactive support coordination for improved client outcomes. Enthusiastic and dedicated to delivering compassionate, accessible support with a history of achieving positive results in collaboration with multidisciplinary teams.
Overview
4
4
Years of tenancy support experience
8
8
Years of customer service experience
Work history
Tenancy Support Worker
Newark and Sherwood District Council
Newark, Nottinghamshire
2019.03 - Current
- Manage multiple temporary accommodation sites for Newark and Sherwood District Council. Pay bills relating to the accommodation, organise repairs, request voids works and check fit to let standards are being met.
- Sign up licensee's to their accommodation and carry out enforcement of the terms and conditions and evictions. Ensure engagement with the support service offered by the housing options service.
- Support with housing benefit applications, providing the necessary evidence to support the claim and liaise with the department to ensure that it is processed, relevant back dates are awarded, when necessary to negotiate for flexibility in exceptional circumstances.
- Ensure rent payments for service charges not included in housing benefit are made taking into account personal circumstances and to avoid any barriers to moving on.
- Create bespoke support plans for those living in temporary accommodation, to support people with the difficulty accessing the service initially and when moving on to permanent accommodation (social and private) and we supply the tenancy support to all tenants of the Real Home scheme. (Private rental properties supported by NSDC).
- Sign post people to relevant organisations, both private and public sector and various charities to meet the needs of the client. I have to be able to quickly build a rapport with a wide range of clients and assess their support needs and empower them to engage with the relevant referrals that are made.
- Attend different panels and multi-disciplinary team meetings including Rough Sleepers Action Groups, Children in Need meetings, Child Protection Panels, present cases at MARAC and Vulnerable Persons Panel.
- Identify and promote collaborative working with local and national charities, groups and faith groups. Make regular referrals and sitting on their development and feedback panels.
- Keep accurate records and record KPI's using a variety of different methods including outcome stars, spreadsheets, customer satisfaction surveys and software.
- Oversee training and mentoring of new team members to build confidence and promote the values of the local authority.
Customer Service Advisor
Newark and Sherwood Homes
Newark, Nottinghamshire
2016.11 - 2019.02
- Answered calls for the main repairs service and booked appointments.
- Answered calls to the lifeline service offering calm advice and dealing with emergency call making and calling the emergency contacts of the service user.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered prompt solutions to maintain customer satisfaction.
- Worked with call handling technology to respond to increased customers within target timeframes.
- Processed housing applications and applied knowledge of allocation policies.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Shared customer feedback and suggested improvements to enhance team performance.
- Oversaw training and mentoring of new team members, promoting productivity and quality service.
Services Colleague
Asda
Newark, Nottinghamshire
2014.02 - 2016.11
- My duties included being a shift supervisor, managing the shift colleagues to ensure all duties were carried out and that staff welfare was ensured with effective break rota's.
- Worked across the whole services department checkout,self scan host, kiosk, customer service desk.
- Trained new colleagues following the company procedures and policies.
- Dealt with phone inquiries either taking ownership and dealing with it myself or by transferring to the relevant person or manager
- Completed the company step up to management programme an in house course run by Asda to train section leaders.
- Supported the section leader with reporting on tills, staff absences and rota's.
- Stepped in to support cash office colleagues to cover absences. Cash handling large sums and inputting accurate figures in to submit takings and identified deficits.
Chef
The Cross Keys Inn
Upton, Nottinghamshire
2012.04 - 2016.11
- Prepared meals from scratch using authentic, popular recipes to generate repeat business.
- Checked freezer and refrigerator temperatures regularly, maintaining produce quality and safety.
- Monitored kitchen staff and environments to ensure appropriate safety procedures were implemented.
- Planned promotional menu additions based on seasonal pricing and availability, minimising kitchen spending.
- Collaborated effectively with kitchen and waiting staff to facilitate smooth, efficient service outcomes.
- Created rota's for kitchen and waiting staff for the restaurant.
- Accurate record keeping to ensure health and safety guidelines were adhered to.
Education
Bachelor of Arts - Social Sciences and Politics
2018.02 -
NVQ Level 3 - Customer Service
2015.03 - 2016.02
NVQ Level 2 - Customer Service
2014.03 - 2015.02
A-Levels - English; Home economics; General studies; History
1993.09 - 1995.06
GCSEs - English language; English Literature; Math; Home ec.; Science 1; Science 2; French; History; Music
1988.09 - 1993.07
Skills
- Caseload management
- Client support plans
- Support coordination
- Risk assessment
- Safeguarding policies
- Service Development
- Community engagement
- Advocacy
- Tenancy management and enforcement
- Tenants rights
- Property inspections
- Current housing law and legislation
- Voids and arrears management
- Rental collection procedures
- Grant Applications
- Training and mentoring
- Customer service
- Document management
- Performance reporting
- Microsoft Office 365
- Data analysis
- Clean driving record
Professional Memberships
TPAS - Tenant Engagement Experts
Courses
- Welfare Benefits Training (Mike Bolton Training)
- Achieving `complex needs` status for UC claimants (Frontline)
- Homelessness and Temporary Accommodation (Shelter)
- Homelessness Reduction Act (Andy Gale)
- Temporary Accommodation (Andy Gale)
- Domestic Abuse Awareness (Equation)
- Suicidal Prevention and Mental Health Awareness training (Harmless)
- Trauma, ACE and Resilience Training and REACH (Warren Larkin)
- Safeguarding and Child Protection (NLC)
- Positive Behaviour Support (NLC)
Timeline
Tenancy Support Worker - Newark and Sherwood District Council
2019.03 - Current
The Open University - Bachelor of Arts, Social Sciences and Politics
2018.02 -
Customer Service Advisor - Newark and Sherwood Homes
2016.11 - 2019.02
Babcock Training - NVQ Level 3, Customer Service
2015.03 - 2016.02
Babcock Training - NVQ Level 2, Customer Service
2014.03 - 2015.02
Services Colleague - Asda
2014.02 - 2016.11
Chef - The Cross Keys Inn
2012.04 - 2016.11
Queen Elizabeth's Grammar School - A-Levels, English; Home economics; General studies; History
1993.09 - 1995.06
Banovallum Secondary School - GCSEs, English language; English Literature; Math; Home ec.; Science 1; Science 2; French; History; Music
1988.09 - 1993.07