Neighbourhood Manager / Social Housing Tenancy Officer

A Neighbourhood Manager with experience of delivering front line customer facing services, working with vulnerable people and community groups and excellent problem-solving and customer service skills is required to join a housing association based in Staines upon Thames, Surrey.

SALARY: £34,285 - £36,089 per annum + Generous Benefits

LOCATION: Hybrid working 2 days in the office in Staines (TW18) with the remaining time from home and site visits

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 35 hours per week, Monday to Friday

PLEASE NOTE: Full UK driving licence and access to own vehicle for work use is essential

JOB OVERVIEW

We have a fantastic new job opportunity for a Neighbourhood Manager with experience of delivering front line customer facing services, working with vulnerable people and community groups and excellent problem-solving skills. As the Neighbourhood Manager you will be responsible for delivering a customer led, excellent neighbourhood management for a portfolio of residential and mixed tenure buildings and carrying out landlord obligations within regulatory requirements. To deliver high quality tenancy and building management and customer service to our residents.

Working as the Neighbourhood Manager you will act as a point of contact for residents, build relationships with internal and external stakeholders and work with diverse tenants who require extra support.

DUTIES

• Complete regular estate inspections, ensure accurate records are maintained and actions are taken to deal with any issues
• Ensure buildings and building systems are maintained in accordance with Statutory obligations and Fire Safety requirements
• Work in partnership with internal departments and external contractors on maintenance activities that will ensure building safety is not compromised
• Actively engage with residents regarding upkeep and maintenance of building safety measures in the property
• Encourage, support and, where appropriate enforce residents and members of their home towards good housekeeping and fire safety practices
• Work collaboratively to develop, implement, and update the building resident engagement strategy in compliance with regulation
• Be responsible for managing decants where required from end to end ensuring proactive customer contacts and costs are managed effectively
• Manage tenancies in accordance with policies, procedures, and key performance targets, particularly in relation to Anti-Social Behaviour, neighbour disputes, safeguarding, hoarding and tenancy breaches and taking enforcement actions both informal and legal where and when necessary, including signposting to relevant statutory agencies for support
• Be the point of contact to investigate and resolve tenancy management queries from residents and provide advice and guidance
• To build relationships and work with both internal and external stakeholders to support residents
• To attend and represent the organisation at court, external meetings, case conferences, forums, and evictions as well as internal meetings relating to the buildings, tenancies, and residents they manage
• Awareness of responsibility to challenge unacceptable behaviours or practices and how to raise, escalate or flag risks to safety within buildings
• Feedback to stakeholders regarding any performance deficiencies experienced from Contractors
• Be responsible for delivering a strong financial performance by working collaboratively with the service charge team to ensure production of accurate and transparent service charge estimates and in-year block management

CANDIDATE REQUIREMENTS

Essential

• Educated to GCSE level or equivalent in Maths and English
• Good knowledge of Outlook, Word & Excel
• Proven experience of problem solving for residents and understanding their needs, including vulnerable people and community groups or in other related areas
• Experience of delivering service to diverse customers
• Excellent communication skills with the ability to communicate at all levels, including translating complex process and requirements to our vulnerable customers
• Excellent IT skills including excel and ability to collate and analyse data and present them in reports
• Full Clean UK driving licenses

Desirable

• Experience or a commitment to train on building construction and safety issues, particularly fire safety
• Experience or a commitment to train on managing buildings
• Experience or a commitment to train in managing ASB cases in line with regulatory standards
• Experience or a commitment to train and learn about housing law and housing management issues, welfare benefits and financial inclusion
• Experience or a commitment to train in Safeguarding and Wellbeing practices to help with advising, coaching, and influencing safeguarding at all levels including compliance with legislation, regulation, and best practices

BENEFITS

• 25 days holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development

The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they would still encourage you to apply should you not feel you meet the criteria 100%.

APPLY TODAY

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