At a Glance
- Tasks: Lead a team to deliver top-notch housing services and resolve complex queries.
- Company: Gateway Housing, a community-focused housing association in London.
- Benefits: Competitive salary, career development, and the chance to make a real difference.
- Other info: Be part of a dynamic team with a rich history of community support.
- Why this job: Join us to enhance community living and support residents in their homes.
- Qualifications: Experience in housing management and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a Resident Services Operations Manager (12 months FTC) to deliver effective leadership and performance management of the team, resulting in high-quality service that ensures compliance with regulatory standards and local authorities’ standards/ways of working. This post holder will maximize income through effective arrears and voids management, preventing and resolving complaints, listening to and delivering for our customers and communities.
Your accountabilities will include but not be limited to:
- Leading the team in resolving complex homeownership queries, including service charge, major works and managing agent related enquiries.
- Lead delivery of a high performing, customer focused service to customers in accordance with GHA service standards.
- Oversee and manage the day-to-day operations of housing management services, including tenancy sustainment, lettings, anti-social behaviour, succession, voids, maintenance/neighbourhood management, low level rent collection, and property/estates inspections.
- Ensure all reported cases of ASB are fully investigated, managing customer expectations and improving customer satisfaction with handling of all cases by simplifying the current process.
Requirements
- Proven experience in housing management, property management, or related field, with a focus on operations and administration.
- Experience in working with leases, freeholders, managing agents and the first-tier tribunal service.
- Knowledge of fair housing practices, legal requirements, and regulations applicable to housing management.
- Knowledge of adult and child safeguarding principles, thresholds, and referral processes.
- Excellent critical thinking and problem-solving abilities.
- Ability to analyse complex problems, think strategically, and develop and implement effective solutions.
- Knowledge of customer service principles and the Housing Ombudsman Complaint Handling Code.
Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London’s East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes and run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.
Residents Services Operations Manager (Interim) employer: Gateway Housing Association
Gateway Housing is an exceptional employer, offering a dynamic work environment in the heart of London’s East End. With a strong commitment to community support and employee development, we provide our staff with opportunities for growth and advancement while fostering a culture of collaboration and customer focus. Join us to make a meaningful impact in housing management and be part of a team that values your contributions and prioritises high-quality service delivery.
Contact Details:
Gateway Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Residents Services Operations Manager (Interim)
✨Get Engaged in Local Politics
Dive into your local council meetings or community boards. These spaces are packed with people who are already in the public sector and might have insider tips on upcoming temporary roles. Plus, you can connect directly with key decision-makers.
✨Stay Alert for Seasonal Recruitment
Many public sector jobs ramp up during certain times of the year, especially around election seasons or local budget planning periods. Keep your eyes peeled for recruitment drives during these windows, as they're prime times for temporary positions.
✨Leverage Online Job Portals
Don’t forget to check government job boards or websites like the local council's site for temporary postings. This is where many roles first get advertised, and applying directly here can speed things up.
✨Tap Into Your University Resources
If you're at university, make the most of your career services to discover opportunities in the public sector. They often have connections with local government employers who are looking for temporary staff and can help you polish your approach.
We think you need these skills to ace Residents Services Operations Manager (Interim)
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at Gateway Housing Association
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from Gateway Housing Association.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show Gateway Housing Association that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
