Role Purpose
You will:
•Manage an allocated workload across our patches in Somerset, and deliver a range of proactive services that respond to the needs and aspirations of our customers.
•Report to the Housing Manager and work with other Team Leaders to deliver services for your specialist area of responsibility including anti-social behaviour, letting empty homes, income management and customer engagement and involvement.
•Work with team members and other teams to deliver a customer-focused service which minimises void loss and maximises income.
•Be flexible in your ability to work from home, the office and to carry out home visits in line with Homes in Somerset (HiS) policy, legislation, and current risk assessments. flexible in your ability to work from home, the office and to carry out home visits in line with Homes in Somerset (HiS) policy, legislation, and current risk assessments.
Key Responsibilities
You will:
•Lead your team and manage the coordination and delivery of effective estate and tenancy management, identifying and resolving any problems likely to interfere with the ability of customers to enjoy their homes and surrounding environment.
•Ensure homes are allocated and tenancies managed within your designated neighbourhood, ensuring all tenancy and leasehold matters, and estate management is compliant with legislation and regulation and Homes in Somerset’s (HIS) policies and standard operating procedures.
•Support recruitment and manage your team
•Operate the Performance Management Framework and ensure that all staff are committed to delivering services that meet performance targets. Carry out and record regular 121’s and Performance Development Reviews and hold regular team meetings.
•Take responsibility for identifying training needs, updating knowledge of changes in legislation, best practice, and other developments
•Take effective action that addresses performance or service quality failures adhering to Homes in Somerset's service standards
•Be responsible for the welfare of your team, including the management of sickness absence
•Work in partnership with a range of colleagues and stakeholders, e.g., internal departments, Somerset Council (SC), social services, Police, Councillors, other housing organisations to maximise service quality, support communities, and put customers first.
•Work collaboratively with all other staff teams across the business supporting them in their work and provide cover and guidance, as necessary
•Ensure information is communicated to individuals and the team, and the business in general, in a timely and accurate manner.
•Promote the actions and outcomes of the team and wider working partnerships
•Ensure safe working practices and adequate systems are in place.
•Identify, control, and manage risks associated with service area
•Produce and report accurate performance data enabling your service to be managed.
•Take effective and proactive action to manage your designated neighbourhoods and support your colleagues to deliver the same.
What do I need to be successful?
You will:
•Deliver high standards of customer service and performance in a housing, neighbourhood management or customer-service related field.
•Be able to demonstrate a sound knowledge of housing management, housing law and best practice relating to neighbourhood and tenancy management, or a similar framework.
•Have the skills and knowledge to manage a caseload of work that responds to the needs and aspirations of customers.
•Can apply your skills to motivate, support, influence and organise work to deliver high quality services.
•Adhere to information security including General Data Protection Regulations (GDPR)
•Have well-developed communication and interpersonal skills
•Demonstrate effective problem-solving skills
•Have good knowledge of housing management and reporting systems, or similar, and an ability to analyse and interpret information to support service delivery.
•Ability to produce reports and other written work in accordance with HIS corporate communications guidelines, at the agreed standard and on time. Agreed standards may include:
•Good knowledge of Microsoft Office, including spreadsheets and emails.
•GCSE level A-C in English and Maths, or equivalent
•You may have a university degree or appropriate housing qualification
•You may be a Member of the Chartered Institute of Housing
How will I evidence my success?
You will …
•Display and demonstrate behaviours that reflect our Values and put Customers First.
•Performance-manage and develop your team and ensure they evidence behaviour that reflects our values and put Customers First.
•Successfully meet agreed key performance indicators.
•Develop positive and productive working relationships both internally and externally with relevant colleagues and other stakeholders.
•Successfully meet the KPIs (Key Performance Indicators) and objectives agreed for you and your team; Meet or exceed targets regarding all aspects of neighbourhood management performance including letting new homes, management of anti-social behaviour and delivering estate-based services.
•Work with partners, customers, and other stakeholders to develop tenancy management services and leasehold services which achieve the most positive outcomes possible.
•Support Community Enablers to deliver neighbourhood and community events which focus on customer needs, expectations, and aspirations.
•Monitor service delivery to ensure contracted neighbourhood services meet customer needs.
•Be familiar with budgets for each service area and assist in the delivery of services always ensuring value for money.
•Support the production of reports, policies, procedures, and other appropriate documents that ensures the effective delivery of services
•Take a proactive approach in team meetings, at 121’s and appraisals.
•Identify, support, and report the management of risk and health and safety associated with your service area.
