Glasgow West Housing Association Ltd is a voluntary, not for profit organisation and a registered charity. With history dating back to 1978, we have a vision of shaping thriving communities. With over 1500 rented properties: Homes are our purpose, service and sustainability is our priority.

The Services Assistant (Repairs) is responsible for the delivery of front-line customer service, liaising with external stakeholders in relation to work orders, maintaining comprehensive and accurate records, and supporting the wider team in the administration of policies and procedures.

The ideal candidates will have a minimum of 3 x SCQF Level 5 or equivalent (including English), customer service experience, including front line resolution of complaints and strong IT skills with experience of reporting.

A summary of key tasks include:

1. Front-line customer service role, with primary focus on repairs services including Right to Repair and Insurance claims.
2. Wider customer service responsibilities as part of front-line Services Team, including: Point of contact for enquiries in relation to housing management, tenancy and allocations; Assisting tenants and service users in the completion of housing application forms, and liaising with housing applicants in relation to the assessment of housing needs in accordance with GWHA Housing Allocations Policy where required.
3. Liaise with external stakeholders as required to ensure effective service delivery.
4. Routinely pursuing outstanding work orders to completion including associated administration and invoice approval within delegated authority levels.
5. Administrative duties in relation to raising repairs work orders, monitoring progress and completions, liaising with customers and contractors with respect to responsive repairs, stage III medical adaptations and void management.
6. Providing a courteous and efficient service to residents and the community.
7. Working with team members to ensure duty officer cover.
8. Arranging and carrying out house visits as required.
9. Supporting the repairs team in the administration of policies and procedures, and in the delivery of team plans, objectives and performance indicators.
10. Maintaining and updating records/systems and preparing statistical information for reporting purposes.
11. Frontline complaints handling in accordance with SPSO framework and GWHA’s complaint handling procedure. Accurate record-keeping and emphasis on mitigation of complaints through contribution to monthly team evaluation and learning.
12. Co-ordination of admin/follow-up actions resulting from customer satisfaction feedback.
13. Supervision of others and co-ordinating work deadlines and priorities for Services Administrator(s).
14. To carry out any other duties which may be reasonably requested by your line manager to meet the needs of the business.

In return, GWHA offer generous EVH Terms and Conditions including:

• 25 days annual leave and 15 public holidays
• defined contribution pension scheme
• Death in Service Benefit
• Flexible working practices including flexi time, enhanced occupational maternity, paternity and shared parental leave
• Cycle to work scheme
• Specific GWHA benefits including; annual service commitment award, long service award and additional festive leave
• Professional development & training opportunities

Post subject to satisfactory Disclosure Check.

New Year, New Challenges! We have various vacancies within Almond offering exciting opportunities in existing and new posts with the company. This is an exciting time to join Almond, as we embark on a journey towards achieving customer service excellence as part of our five-year business plan.

This is a dynamic new role within our Housing Management Team and will play a pivotal role in enhancing customer satisfaction and building lasting relationships with our customers and be responsible for managing customer service operations. You will operate across all levels of the organisation, driving forward the Association’s strategies while directly engaging with front-line operations.

For more information on the role please email enquiries@almondha.org.uk.

We would like to invite you to come along on Friday 10th January between 1330-1530hrs were members of the teams will be available to discuss the role in further detail.

At Almond, we believe in finding what ‘WORKS’ for our customers and our colleagues. Our values are Work together, Open to change, Respect, Kindness and Social. If you are someone who can work in alignment with our ‘works’ ethos, we would love to hear from you!

Location – Our office is based in Livingston however we are open to location, as stated in our Hybrid Working Policy. For more information on our unique Hybrid Working Policy, and our 9-day fortnight trial please email enquiries@almondha.org.uk.

What will we offer you?

We offer a 36-hour working week over Monday to Friday. (Currently with a 9-day fortnight trial in place, where every other Friday is a rest-day)

We actively promote a healthy work/life balance. We have access to online Health and Wellbeing services and to help promote a healthy lifestyle, we also contribute to your gym membership.

Our pension scheme is active from the day you join us, and we contribute 10% towards it.

Almond Enterprises Limited (AEL) is seeking Board Members from candidates with a keen interest in driving the strategic direction and growth of the organisation to maximise its benefit to the local community. This is a voluntary role with no financial remuneration however travel expenses will be reimbursed.

AEL is a wholly owned subsidiary of Almond Housing Association, and is an established social enterprise, working for over fifteen years to provide cleaning and environmental services throughout West Lothian. The parent company, Almond HA owns over 2,500 properties, 655 garages, and delivers a factoring service for 176 properties.

Much has been achieved by AEL since its inception, however we recognise that it has the ability and resources to do much more. As a subsidiary of Almond HA, it has the ability to deliver real impact within the community and to assist the parent company in achieving the aims of its community impact strategy.

The subsidiary receives support from the Almond HA Board and senior management team. Almond HA delivers large programmes of planned and cyclical maintenance works and there is significant opportunity for AEL to deliver additional workstreams. We are also keen to create training and employability opportunities for our local communities. AEL is a Real Living Wage employer, and it is proposed that as the scope of services increase the terms and conditions offered to the team will be enhanced.

Having recently appointed a new Chair of the AEL Board, the role of Board member represent an exciting opportunity to help lead AEL through a period of significant growth as it looks to realise its significant potential and increase its considerable positive impact within West Lothian. Commitment, enthusiasm and relevant experience are valuable assets.

We would welcome all applications and particularly from those with knowledge or experience in the following areas:

• Managing and delivering property related services
• Finance
• Legal
• Third sector knowledge

Ideally, we are looking for individuals with an appetite and drive to help AEL increase its activity and range of services. We would love to hear from you if you think you can bring added value, experience, and leadership to the Board. Previous experience as a Board member is not required as induction and training will be provided. The Board currently meets remotely 3 times each year and once in person – in the early evening.