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- Tasks: Manage housing cases, provide advice, and support tenancy officers in resolving tenant issues.
- Company: Somerset Council, committed to equality, diversity, and community wellbeing.
- Benefits: Competitive hourly rate, flexible hours, and opportunities for professional development.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in housing management and strong communication skills required.
- Other info: Join a dynamic team with excellent career growth potential.
The predicted salary is between 18 - 26 £ per hour.
Overview
- Job Category: Housing
- Location: Somerset Council, Moorland House, Moorland Road, Taunton, Somerset, TA1 2FG
- Hours Per Week: 18.50
- Start Date: Immediate Start
- Salary: £22.19 per hour
Role requires that the candidate is in Taunton 2 days per week.
Role purpose
To ensure the Tenancy and Estates Team are effectively prioritising and managing caseloads of work and responding to housing related enquiries and actions. To ensure that all contact with our customer is recorded on the Open Housing System and appropriate advice and support provided to tenancy officers in addressing tenant issues, giving advice and personally taking on and managing more complex case work and complaints. Work closely with the Case Manager lead to ensure that policies and procedures are written and kept up to date and fit for purpose. Ensure learning and development of the team.
Key results area
Accountability
Understand, uphold, and promote the aims of the council’s equality, diversity, and inclusion policies; health, safety and wellbeing of self and others; and Organisational values in everything you do. Equality and Diversity practice covers both interaction with staff, service users and communities and includes challenging discrimination and promoting equality of opportunity for all.
Advice and Information
Provide high level advice and information in relation to tenancy and estate management, having a good oversight of housing law; current legislation and new initiatives that are coming through. Understanding of tenancy and estates policies and procedures, looking to improve, lean and update where necessary. Ensuring relationships are maintained with all our multi agency partners. Ensuring safeguarding practices are adhered to and that the customers is at the heart of everything we do.
Key Performance Areas
- Ensure team plans and schedules are in place for the delivery of the Estates and Tenancy team.
- Work closely with the Health and Safety Team ensuring good practice is adhered to and any issues are correctly recorded.
- Work closely with the Compliance Team attending meetings and providing data promptly.
- Monitor the quality of work that the team are delivering and ensuring adequate control measures are placed to ensure that all areas are delivering an excellent customer experience. This will include spending time on the patches.
- To support the Case Management Lead with people management and tasking of work.
- To prepare and organise monthly meetings for the Tenancy and Estate Team, ensuring that there is a balance of learning and opportunities whilst the team are together.
- Stage 1 complaints are prioritised and responded in line with current procedures.
- Ensuring contact with the customer and the response is actioned in the correct timeframe.
- Embed any learning opportunities into procedures and team are aware.
- Collate and analyse monthly data provided by the Team, updating spreadsheets, and providing Case Manager Lead with a report on outputs and issues.
- Carry out regular checks and ensure quality control checks are carried out to identify poor performance and training requirements.
Qualification/Knowledge/Experience/Skills
Knowledge - Essential
- Good understanding of the social housing; with a strong emphasis in housing management.
- An awareness of the Data Protection Act.
- An awareness of Health and safety in a social housing setting.
- An awareness of welfare benefits and welfare reform.
- An awareness of the role of Registered Providers and Supported Housing.
- Experience of dealing with complaints and rolling out learning outcomes.
Knowledge - Desirable
- Knowledge of working within Housing management, tenancy, and estates.
- Excellent customer care and people skills and an ability to communicate well both face to face, by email and by telephone.
- Ability to deal with confidential and sensitive matters with a wide range and spectrum of people in varying circumstances.
- Good organisational and administrative skills.
- Good keyboarding / word processing skills.
- Good IT skills including the use of Microsoft Word, Excel, and Outlook as well as case management systems.
- Accuracy and attention to detail.
- Numerate.
- Ability to prioritise, manage own workload, and meet deadlines.
- Ability to work as part of a team, be flexible, use own initiative and work with limited supervision.
Qualifications/Experience – Essential
- CIH Level 4 or can demonstrate that you are working towards it.
- Minimum of 5 GCSEs at grades A to C (including English and Maths), NVQ Level 4 or equivalent, or significant relevant experience within housing; local authority or registered providers.
- Experience of dealing with the general public and in particular vulnerable customers.
- Experience of delivery of frontline customer services.
- Experience of working in an administrative role.
- Experience of recording and maintaining accurate statistical information.
Experience – Desirable
- Experience of effectively triaging enquiries and signposting clients where appropriate.
- Experience of working within the housing sector.
- Experience of computerised invoice/order systems.
- Taking minutes at meetings.
Dimensions of role
Work with the Housing and Estates teams ensuring that keys tasks are delivered, such as estate inspections and block inspections. Tenancy management to include sign up, change of tenancy and ensuring tenancies are sustainable. To ensure block inspections, estates inspections, skip events are planned 12 months in advance and that we have a duty rota service; available as back up to the Customer Champion. We currently manage over 5,000 tenancies, with general needs, and have 8 Tenancy and Estate Case Managers and 1 Admin Case Manager. To do this effectively to ensure a seamless service to our customers and to re-task activities when dealing with sickness and holiday cover.
Senior Case Manager (Grade 12) in Taunton employer: Nations Recruitment
Contact Detail:
Nations Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Case Manager (Grade 12) in Taunton
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the council's values and recent initiatives. Tailor your responses to show how your experience aligns with their goals, especially around equality, diversity, and customer care.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to boost your confidence. Focus on articulating your experience in managing complex cases and your understanding of housing law.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team and contributing to the community.
We think you need these skills to ace Senior Case Manager (Grade 12) in Taunton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experience align with the role of Senior Case Manager. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Experience: When detailing your past roles, focus on your experience in housing management and dealing with complaints. We want to see how you've handled similar situations and what outcomes you achieved.
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences quickly.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes tracking your application easier for both of us.
How to prepare for a job interview at Nations Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of housing management and current legislation. Familiarise yourself with the Data Protection Act and health and safety regulations in a social housing context. This will show that you're not just interested in the role, but that you understand the complexities involved.
✨Showcase Your Experience
Prepare to discuss your previous experience dealing with complaints and how you've implemented learning outcomes from those situations. Be ready to share specific examples that highlight your customer care skills and ability to handle sensitive matters.
✨Demonstrate Team Spirit
Since this role involves working closely with various teams, be prepared to talk about your teamwork experiences. Share instances where you've collaborated effectively with others, especially in a housing or customer service setting, to achieve common goals.
✨Ask Thoughtful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, ongoing training opportunities, or how the council promotes equality and diversity within its services. This shows your genuine interest in the role and the organisation's values.