Home group are looking for a Housing Manager to join their team. You’ll use your creative spark to make sure our properties and environments are safe, secure and well managed, supporting our communities to thrive. With an eye for detail you’ll reach sound, evidence-based decisions on generic housing management issues to deliver great outcomes for our customers. Naturally commercial, you’ll lead on compliance to our processes so that rental, service charge and other income is maximised. THIS IS MAINLY HOME WORKING.
Dependent on location you may also:
1. Lead a small team of operational colleagues to deliver excellent services; this could include Housing Assistants, Supported Housing Management Coordinators, Apprentices, Cleaners, and/or Handypersons.
2. Be a subject matter expert in an area of specialism, leading within your patch and coaching other colleagues in relation to your area of expertise; this could include but is not limited to income management and anti-social behaviour.
EXPERIENCE AND QUALIFICATIONS:
1. Experience of working within a customer-focussed role, adept at building relationships with great negotiation and conflict resolution skills.
2. Organised and driven, able to manage a broad range of competing priorities whilst maintaining your own resilience and wellbeing.
3. Excellent knowledge of housing and neighbourhood management, housing law, Universal Credit and welfare benefits and reform and how this relates to the work of a Registered Provider, with an understanding of relevant environmental and social issues.
4. Tech savvy, you’ll be comfortable with our digital first approach and confident in the use of IT systems.
5. A self-starter able to work on your own initiative, combined with sound judgement about when to escalate issues.
6. Naturally empathetic, you can build rapport quickly and are always focused on delivering for our customer, (you get where they are in their lives) whilst maintaining confidentiality and professional boundaries.
7. Flexibility is key – you’ll need to be happy to travel and whilst the role is focused on housing management tasks in our rented portfolio you’re comfortable working across rented, supported and leasehold assets.
THE ROLE:
1. The delivery of core housing services and achievement of key performance indicators for; allocations and lettings, ASB, voids, arrears, gas service access, repairs fulfilment, estate inspections, complaints and customer satisfaction.
2. Working collaboratively with Maintenance colleagues to inform Planned Work programmes, Fire Risk Assessments and other relevant actions – implementing an ethos of Challenge/Check it and Confirm that it’s sorted. Liaise with Maintenance to identify vulnerability and need and take appropriate action to support and safeguard customers.
3. Working with colleagues to gain access to our properties when required, for example to ensure H&S requirements are met. Doing your part to ‘Get Us To Green’!
4. Working collaboratively with Development in the delivery of new homes and with the After Care Team to ensure any snags or niggles after handover are fixed quickly for our new customers.
5. Creation of a robust annual Community Patch Plan to enable customers in your community patch to thrive and grow as a community.
6. Managing estates to maintain standards, including carrying out regular inspections; involving our stakeholders and your customers as a means to identify any repairs, improvements, health and safety concerns or other issues to sustain excellent communities where people choose to live.
7. Promoting Home as the landlord of choice by acting as an ambassador to develop and maintain a positive relationship with customers and the wider community.
8. Carrying out effective customer consultation on local service charges and respond to customer enquiries; using your eye for detail so you can credibly Tell Customers Where Their Money Goes.
9. Advocating on behalf of your customers with internal and external stakeholders, collaborating to achieve resolution to complex problems. Raising awareness with our customers of the ways in which they can access our services to deliver what they need, enabling business efficiency.
10. Proactive assistance with write offs, former tenant debt recovery through a Debt Collection Agency, serving Notices to Quit and enforcement of other notices, working collaboratively with the Customer Service Centre. Confident and credible representation of Home Group in court and at evictions, providing a robust and outcome focused service.
If you are interested in this role please do reach out to me via email or telephone!
amberrayment@carringtonblakerecruitment.com
020 753 766 07
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