The vacancy
Contract Type: Permanent
Hours: 35 hours per week / Monday to Friday (agile working arrangements in place)
Closing date: 26th November 2024
Interview date: Tuesday 26th November 2024 onwards
Interview location: Soapworks, Salford Quays, Manchester
Are you an experienced Housing/Neighbourhood professional with a passion for making a difference in our communities? Do you want to make a real difference to people's lives?
Our organisation is all about people - the people who live in our homes, the communities we serve, and those we work with. So, it's no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done.
As a not-for-profit housing association, providing affordable homes and services to more than 20,000 people across Greater Manchester, we have a strong social purpose and make it our mission to enable people to live well in their home and community.
This role will help us to do this by providing effective tenancy and neighbourhood services within the communities we serve. You will help customers achieve and maintain a successful tenancy by providing a home that's right for them and offering tailored support if and when needed.
In this role, you will be responsible for:
* Managing the operational day to day running of the Neighbourhoods Team, ensuring our customer service standards are met.
* Developing, delivering, and monitoring a customer-focused and consistent approach to the delivery of Tenancy Management and neighbourhood management across the locality areas.
* Promoting collaborative working and agile working practices to ensure all areas of the service are considered and supported as needed.
* Using system thinking, customer journey mapping and other relevant methods to own your service area and improve the systems and processes to be more efficient and improve the customer experience.
* Ensuring excellent case management and joint working is delivered by the team across IVH and external partnerships.
* Attending tenants and residents' association meetings, arranging and facilitating focus groups and open meetings with residents as required.
* Ensuring compliance with the Housing Acts, ASB, Crime and Policing Act and Health & Safety legislation and all related statutory guidance.
We need people who have:
* Experience of working in a similar role dealing with Tenancy Management.
* Previously dealt with challenging situations and complex lifestyles.
* Knowledge of Tenancy Management and Lettings processes in Social Housing.
* The ability to develop positive and successful working relationships with other agencies and partnerships internal and external customers.
* Excellent communication and interpersonal skills.
* Strong problem-solving and decision-making skills.
* An exceptionally high standard of customer care and service.
* The ability to make a difference with aspirations to make positive impacts on people's lives and celebrate success.
* Good written, verbal, numeracy, telephone manners and IT skills (including Microsoft Office 365).
* Willingness to work towards a CIH level 4 qualification.
Everyone's welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.
If you want to be part of our team and help us make a difference, we'd love to hear from you.
About us
We are a not-for-profit housing association, providing affordable homes and services to over 16,000 people across Greater Manchester. We build affordable new homes, work with partners to reduce homelessness, and support people to reach their potential.
Our organisation is all about people - the people who live in our homes, the people in the communities we serve, and the people we work with.
So, it's no surprise that we recruit for attitude and behaviour which are central to us delivering great experiences for everyone!
We employ people who are passionate about making a difference who can take responsibility and get things done. And we have developed a culture that supports people to do this.
Everyone's welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.
The Communities team
Our Communities team pride themselves on delivering a fantastic service to our customers, representing the customer voice throughout the organisation and striving to make a real difference in people's lives!
Forging strong relationships with our customers is central to what we do, none more than in our Customer Service and Support Team who assist customers with all aspects of housing, they really are a clued-up bunch! They also manage a full range of digital contact channels including live chat, social media, our app and of course the telephone so are skilled as well as knowledgeable!
Our customers are important to us, and we want them to feel that way, which is why our Communities Team support residents to manage their tenancy and make sure neighbourhoods are clean, safe and places you're proud to live. It's a great feeling for the team knowing they can help to make services better for our customers!
We're committed to doing what we say we'll do, keeping customers updated, building rapport and problem-solving.
Stats:
* 483 people moved into one of our homes last year!
* We engaged with 3,400 customers, on everything from our new cleaning contractor to building safety measures.
* 90% of customers were happy with how they were treated last year!
* 80% of customers were happy with their last contact with us.
* We handled over 75,000 customer contacts last year!
* We continuously work with customers across the organisation including our Resident Scrutiny Panel, Customer Offer Panel and Community Champions.
Thank you for your interest in joining our Communities Team. For us, the Communities team is all about being reliable and respectful in the way that we interact with customers and colleagues. The team is a tight-knit bunch who all share the same ethos, to deliver excellent customer service and have fun doing so! We are genuinely passionate about helping customers and delivering a great service to them. To do this, we give our colleagues the right training and support, offer some great benefits, and promote a positive, inclusive culture where everyone is able to deliver their best service by being their best self. If you share our goal in ensuring Customers can live well in their homes and Communities, I'd love to welcome you into the team!
Ross Powell, Head of Customers and Communities
Working here
Irwell Valley Homes is a great place to work, but don't just take our word for it... find out what it's like to work here from our colleagues...
Rewards we offer
We offer a fantastic range of benefits which include:
* Refer a friend scheme
* Stakeholder pension scheme
* Up to 30 days holiday a year
* Two days every year to volunteer in the local community
* A medical cash plan
* Get your birthday off!
* £150 Perkbox allowance - plus access to hundreds of discounts and freebies
* Cycle to work scheme
* Professional membership fees paid
* Financial education
* Loans scheme for travel season tickets
* Savings clubs
* Training and coaching
* Counselling and well-being programme
* Enhanced maternity and paternity leave
Accreditations
* Good Employment Charter
* Disability Confident
* Armed Forces Covenant
* Living Wage Employer
* Houseproud
#J-18808-Ljbffr