FALKIRK COUNCIL

CORPORATE AND HOUSING SERVICES

JOB DESCRIPTION

SECTION A JOB DEFINITION

Job Title: Customer & Business Support Lead – Housing & Communities Systems
Development & Service Support
Section: Customer & Business Support
Grade: L

SECTION B ORGANISATIONAL RELATIONSHIP

• Reports to Customer & Business Support Manager

Customer & Business Support Lead - Housing

& Communities Systems Development & Service
Support

Performance & Customer & Employee Support Complaints Officer

Compliance Co- Business Support Officer – H&C
ordinator Section Lead

SECTION C JOB PURPOSE

To oversee and manage the effective and efficient operation and delivery of Housing & Communities
systems development & Service support. Responsible for supporting all teams within Housing &
Communities to deliver a quality service which reflects “Best Value” and fulfils the legislative and
financial requirements of the Service within a regulated environment.

SECTION D KEY RESPONSIBILITIES

1. Ensure the effective use and development of management information systems to establish, monitor
and review key performance indicators in relation to the activities covered by the post.

2. Ensure the delivery of effective services, policies, procedures and management systems to ensure
compliance with the requirements of the Single Regulatory Framework.

3. Manage the operational delivery of housing systems development and business support activities in-
line with statutory obligations, service delivery targets and strategic objectives, as directed by the
Customer & Business Support Manager and Head of Service.
4. Manage the effective performance and delivery of services, contracts and the control of devolved
budgets.
5. Manage the financial and employee resources for the above activities.

6. Ensure the delivery of professional advice to service users on all aspects of the activities provided,
resolving enquiries at first point of contact.

7. Assist the Service Manager in managing resources to ensure staff are deployed and services directed
to meet priority needs and changing demands.

8. Ensure responsibilities in relation to Health and Safety are achieved at a local level by implementing
and promoting safe working practices.

9. Responsible for contributing to, developing and implementing the Service Plan in conjunction with
the Service Manager, and in the context of Best Value.

10. To actively promote, where appropriate, joint working and the development of partnerships with all
Services, or Health, the Police, Social Work Adult Services, Children’s Services, and the independent
sector.

11. Assist in the development of and implementation of changes and improvements to service delivery,
ensuring compliance with statutory and strategic requirements. Ensure resources are effectively
deployed and supported by management information systems.

12. To manage specific initiatives within the local area as directed by the Service Manager.

SECTION E ACCOUNTABILITY

The postholder has responsibility for over-seeing the day-to-day delivery of systems development and
business support services to Housing & Communities Services.

Directly responsible to the Service Manager for the management of employees and resources deployed at
a local level in the provision of the activities outlined. These activities must comply with statutory
requirements and directly impact on internal and external customers of Falkirk Council.

The postholder will work within the broad framework of council policy and is required to work
autonomously.

The postholder will provide the highest level of professional advice to service users and make
professional decisions which affect the provision of services.

SECTION F KNOWLEDGE, SKILLS AND EXPERIENCE

Range and depth of knowledge required

Ability to assess the operational implications of proposed changes and support the introduction of
effective change management processes.

Wide ranging knowledge of current issues and developments relating to housing systems, Housing and
related services.

Required to maintain an up-to-date knowledge of legislation, policy and practices affecting Housing and
related services
Qualifications required

Degree in IT or equivalent experience of IT systems development

Experience

Proven management experience in the effective delivery of quality driven, cost effective and customer-
focused services.

Demonstrate a flexible and dynamic approach to the working environment and demonstrate effective
leadership combined with effective business planning and organisational skills at a local level.

Skills

The postholder requires proven management and effective leadership skills and an ability to demonstrate
a flexible approach in relation to the delivery of housing management services.

The postholder is required to manage financial budgets in consultation with the Service Manager.

The postholder is required to write clear, concise and accurate reports and letters and communicate
effectively with Elected Members on sensitive, political issues, the public, external agencies and others.

SECTION G DEMANDS

The postholder requires the ability to absorb, analyse and interpret complex technical information
presented in a range of formats and to complete reports/programmes of work or, where necessary, take
action to meet operational demands. Additionally the postholder will be expected to develop innovative
approaches to delivering service improvements, particularly in relation to systems development.

The postholder will also collect and analyse information, exercise sound judgement and develop creative
solutions to a diverse range of complex housing management issues.

SECTION H COMMUNICATION AND CONTACTS

The postholder is required to communicate effectively with a range of contacts at a local level, both
within the organisation and with a variety of external bodies. Some of these contacts will be demanding
in nature.

1. Level of contact: Internal

Membership of the Housing Services Management Group and the Departmental Management
Group.

In conjunction with the Service Manager, the postholder must develop and maintain consultation
between management, employees and Trade Unions to promote healthy industrial relations.

Ensure timeous communication with others (especially service users), recording and promptly
dealing with complaints in support of service delivery and good customer relations.
 Main contacts include, but are not limited to: other staff within Housing & Communities
Services, Directors and other senior managers within Housing & Communities Services, Social
Work Adult Services, Children’s Services and other Council Services.

Regular contact with the Service Manager and all managers and teams within Housing &
Communities Services to deliver housing management strategy.

Preparation of reports to Elected Members and communicating complex issues in a concise

manner.

2. Level of contact: External

These include members of the public, representatives of public and private sector organisation,
Regulatory Bodies and Trades Union Officials.

SECTION I ENVIRONMENT

The job is under intense public and political scrutiny and the postholder is under constant pressure to
support and achieve the delivery of quality services.

This is a demanding and challenging environment with competing demands and requires an
understanding of service-based priorities, corporate and national objectives.

The postholder will require to be on call to assist in the provision of the Service’s Emergency Action
Plan, outwith hours emergency service and for risk assessment/health and safety issues.