Housing Officer -Tenancy & ASB Specialist

We are recruiting for a skilled and experienced Local Housing Manager to be predominantly office based and out on the patch. You will manage and coordinate excellent housing and estate services within a defined geographical patch, predominantly in Southwark but including parts of Lambeth and Lewisham. You will be accountable, customer facing and representative of MTVH across all tenures including rented, shared ownership and leasehold customers, although you will be responsible for our rented customers only.

Co-ordination of internal and external services to meet the diverse needs of our customers, delivering services that meet individual and local needs to a high standard is essential. Participation in local initiatives to support the community with their initiatives is necessary and may involve weekend work but this is not common. You will seek continuous improvement with a view to providing an excellent service to residents. You will be required to manage our relationship with the Local Authority and other Housing Association partners. You will be the point of contact for customers with respect to complaints, estate services, tenancy management, tenancy enforcement and lettings management.

What you'll need to succeed:

• Essential car user
• Experience of working in a social housing setting is essential
• Experience of tenancy enforcement and managing a high case load of ASB alongside strong record keeping
• Good working knowledge of housing practice, housing law and the principles of service charge management is essential; your values and passion will set you apart.
• Ability to adapt and be flexible
• Ability to collaborate, network and be a strong team player
• Experience of dealing with customers from different backgrounds, presenting with complex or challenging needs is essential
• Experience of excellent administration skills & analysing customer feedback to achieve service improvements
• Attention to detail and accuracy in writing, reporting and numeracy
• Experience of dealing with customers face to face and responding to customer enquiries on the phone and in writing
• Ability to self-manage a varied and demanding workload, prioritising and organising
• A self-starter who isn't afraid of challenge, shows innovation, initiative, empathy & passion
• The ability to manage and report on projects against agreed targets
• Must possess excellent office management skills, managing inboxes, keys etc
• Must be willing to work flexible hours as required

Desirable:

• Housing qualification

To meet our commitment to providing safe, high-quality services to our customers we will complete a Basic background check with the Disclosure and Barring service once an offer of employment is made. This will be renewed on a 3 year basis and the cost of this service is paid for by MTVH.

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.

A member of the National Housing Federation the G15, which represents London’s largest housing associations, we influence policy for the benefits of our residents and the wider sector. In October 2018 like-minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We’ll do this by listening to our customers and working alongside them.