Richard Miles

• Manage a team of advisors who take housing queries regarding , various customer services, tenancy and asks issues, also repairs and income calls.
• Dealing with complaints and members enquiries. Liaising with other deferments within the organisation to improve communication and service improvement.
• Responsible for coaching and training advisors. Conducting 121's and appraisals, also dealing with systems and telephony issues.
• Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
• Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
• Implemented new working methods which improved overall efficiency of the team operations.
• Conducted regular performance reviews to identify areas of improvement for each team member.

Managing housing related and communal repairs, inspect properties and blocks, internally and externally on a daily basis, diagnosing repair issues and issuing job orders.

Managing repair jobs and voids from inception to completion. Liaising with various contractors, chasing up jobs, monitoring contractor performances, authorising variations orders, post inspecting work, supporting the local housing team with technical repair issues and liaising with various departments throughout the housing sector.

Work as part of a team providing high quality housing service to support residents in their local neighbourhood office.

Dealing with repair and maintenance issues, reports of asb, letting/allocating parking spaces, void properties, carrying out estate inspections, completing purchase orders, as well as general enquiries into the office from residents, non residents and contractors.

Attending repair meetings with various contractors. Undertake specific project work related to making improvements to assist residents living on the estates, as and when required.

Managing caseloads within the borough of Islington, dealing with housing related issues and investigating all ASB enquires, including domestic violence, via phone, online and email in order to resolve neighbour disputes.
Duties include keeping up to date case records, using various housing computer systems as well as excel, word and outlook. Writing letters, interviewing residents, responding to emails, dealing with phone enquires, attending various health and safety, child protection or community risk meetings and making support or safeguarding referrals.
Following relevant housing policy and procedures, to take necessary legal action to resolve any housing & ASB related issues. Completing legal documents and witness statements. Attending court and giving evidence in housing eviction or injunction cases.

Working with customers, employers and colleagues through a combination of digital, telephone and face to face contacts on a daily basis. Providing support to Universal Credit, Jobseekers Allowance, Employment and Support Allowance & Income Support customers.

Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world. Building positive relationships with claimants. Developing in-depth knowledge of local employment opportunities. Making timely decisions based on customer needs, including referrals to appropriate external support organisations.

Dealing with a range of community safety issues including anti-social behaviour (ASB), youth, hate crimes and homelessness as well as supporting vulnerable victims and perpetrators of crime in the borough . Working with a wide range of external bodies including public, voluntary, professional and private organisations and individuals. Taking calls from residents, solving community issues, liaising with police and other organisations, initiating community led solutions and keeping up to date records.

Responsible for managing an area/patch within the borough of Islington, dealing with housing, tenancy related issues and investigating all ASB enquires face to face, over the phone or via email in order to resolve neighbour disputes. Managing a heavy case load on a daily basis, my duties include keeping up to date case records, writing letters, interviewing residents, responding to emails, dealing with phone enquires, completing home visits, attending various support, health and safety, child protection or community risk meetings.

Conducting housing audit visits, investigating any subletting issues an referring to relevant departments. Conducting regular monthly police meetings regarding ongoing asb nuisances, following policy and procedures to take necessary action to resolve any housing & ASB related issues.

Liaising with a vast array of professionals such as solicitors, barristers, mental health officers, housing and estate service officers, caretakers, investigations officers, rent officers, support officers, youth workers, councillors, police and PCSO'S.

Referring to court, dealing with and attending court cases, completing witness statements, making referrals to adult and children social services, mental health teams or other support teams. Further duties included carrying out evictions, rehousing tenants, obtaining injunctions, safeguarding vulnerable tenants, completing member enquiry reports.

Manage a team of engineers and dealing with communal repair jobs within the borough. Updating and allocating estate/communal repairs jobs on the computer system and ensuring a high repair completion rate.

Taking repairs from caretakers and estate officers, updating them on the system and allocating jobs to suitable engineers. Inspecting repair jobs. Taking enquiries from members of the public, dealing with complaints or unsatisfactory work, doing stock checks, budgeting, opening or locking up the office.

Making sure staff are suitably trained and kept up to date of any changes, legal or health and safety requirements. Dealing with any staffing issues or disciplinary issues.

Taking calls over the phone and email enquiries from council tenants and leasehold regarding unsatisfactory repair work from contractors. Liaising with contractors to negotiate repair recall jobs and arranging appointments with residents. Settling final invoice payments and any deductions.

Taking calls via phone from council tenants and leaseholders, diagnosing repairs issues with necessary questioning and entering repairs on the system with necessary repair codes.

Chasing up any outstanding work, liaising with contractors. Booking gas safety inspections and taking rent payments. Training staff, creating a training manual for new staff, dealing with staffing disciplinary issues and taking complaints from residents support workers, also liaising with disrepair and complaints teams.

Taking calls over the phone from customers, organising/arranging modelling shoot appointments, organising day itinerary for customers arrival, attending to customers throughout the day and sell pictures to customers at end of day.

Analysing spreadsheet of allocated radio plays throughout the country, matching them to the necessary recording artist on licensing computer system in order to allocate royalties.

Taking entry fees into the centre, dealing with various day to day customer enquires, supervising gym activities, selling gym memberships, assisting gym instructors and lifeguards, doing stock checks and stock orders. tallying up till at the under of day.