Senior Housing Officer (Know as Neighbourhood Services Manager)

As a Neighbourhood Services Manager you will be the key contact for all customers within a defined patch of properties. You will deliver a comprehensive and responsive housing management service, with the aim of supporting and empowering customers to resolve issues and making them more independent. You will also be supporting those most vulnerable in our communities. The role involves liaising with customers and undertaking tasks whilst being visible on your patch and using all available resources with the objective of achieving sustainability throughout our Neighbourhoods.

What you’ll be doing:

• Handling tenancy-related queries in accordance with contractual requirements and Great Places policies and the Service Delivery Framework.
• Providing direct tenancy support in our capacity as a landlord to ensure tenancy sustainment.
• Ensure the effective marketing of vacant homes in accordance with Great Places policies and allocate properties that meet the needs of the customer and the business.
• Undertake the full rent account management process focusing on balancing the needs of the customer with those of the business.
• Coaching customers to identify solutions to paying their rent, supporting budgeting, setting up realistic payment plans and taking court action as a last resort.
• Ensure an effective response to anti-social behaviour and other tenancy breaches in accordance with Great Places policies and the Service Delivery Framework, by undertaking timely fact finding investigations and appropriate action to ensure the protection of Great Places customers and the wider community.
• Ensure safeguarding concerns are dealt with promptly and appropriate action is taken in line with legal requirements and guidelines.
• Be present in our neighbourhoods, undertaking regular estate and scheme inspections and monitoring of neighbourhood service contracts, addressing property and estate management issues and taking steps to address any contract underperformance.
• Working collaboratively with other agencies/partners to deliver interventions where necessary for the benefit of our customers.

What you’ll need:

• Commitment to continued professional development.
• Experience of working in the housing sector or in a similar role is desirable.
• An understanding of estate and tenancy management and experience of delivering a range of tenancy management related services is desirable.
• Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service tailored to an individual’s needs.
• Excellent written and verbal communication skills.
• Ability to organise, time-manage and prioritise work load in a hybrid environment.
• Proven relationship builder with experience of effective collaborative working with external agencies and partners.
• Ability to coach customers to empower them to problem solve and become more independent.
• Adaptable to use a range of Customer relationship management software systems.
• Proficient in the use of the full range of Microsoft Office applications.
• Hold a full UK driving license and have access to a vehicle for use at work.

Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check.

What we need from you:

• Ability to complete tasks in an accurate and timely manner when working towards a deadline.
• Able to lone work safely and effectively, able to deliver high quality services predominantly in field-based settings.
• Commitment to coaching and relationship management demonstrating people skills with an ability to work effectively with stakeholders.
• Have resilience and emotional intelligence to be able to cope with and manage difficult and challenging situations, whilst showing understanding and empathy.
• Willingness to share learning with peers, guide, train and to coach others and participate in cross departmental work streams where required.
• A commitment to attend face to face training sessions as well as virtual sessions and e-learning.
• This is vital and of equal importance as the day to day aspects of your role.
• A commitment to understand the challenges and opportunities that exist in the communities in which we work.
• We particularly value lived experience in social housing.
• A passion to advocate on behalf of people and communities.
• A commitment to work in partnership with others for the benefit of Great Places.
• A commitment to continuous learning and improvement.
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
• An ability to work in uncertainty.
• To be professional and work with integrity, inclusivity and respect for diversity.

What we give you in return for your hard work and commitment:

• Pension DC Scheme (up to 10% contribution from both colleague and Great Places).
• WPA Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase and add on family members.