Housing Services Manager

ONLY APPLY IF YOU HAVE PREVIOUS HOUSING EXPERIENCE Housing Services Manager Purpose of Job Overall responsibility for the housing management function. Specific accountability for the key performance indicators in this area: rent collection, resident involvement, voids, anti-social behaviour, leasehold matters, cleaning and grounds maintenance. Responsible for setting targets, monitoring and review, taking rapid remedial action where necessary to ensure outstanding performance and high resident satisfaction. Duties 1. To have overall responsibility for ensuring the delivery of high-quality housing services including Income Management/ Welfare Reform, Anti-Social Behaviour, Estate Inspections, Allocations, Voids, Complaints, Attendance and Resident Involvement. To enshrine this in an effective Performance Management Framework. 2. To be responsible for planning, co-ordinating and redeploying resources and workload appropriately across the team to meet service and business demands. 3. To be self-aware, responsible and accountable for developing a culture that embraces and drives change and service improvement where the organisation’s values are firmly embedded in the organisation’s approach. 4. Take ownership and responsibility for efficiently and honestly resolving any escalated complaints through to a successful resolution within prescribed time limits. Ensure that any lessons learnt are built into future approaches to service delivery and make additional efforts to always go the extra mile to exceed the customer’s expectations. 5. Work collaboratively with the chief officer, to analyse and deliver improvements across all relevant performance indicator areas in order to increase customer satisfaction. To participate in organisation wide service reviews, and policy and procedure reviews. 6. Work collaboratively with the Finance & IT section to deliver on social projects such as financial and digital inclusion. 7. To have a clear understanding of key corporate priorities and performance indicators throughout the organisation. 8. Prepare detailed reports on key issues, including performance, staffing issues, legislative changes etc, as and when requested. When required, to also prepare and deliver written or verbal reports for the Chief officer. 9. To work closely with the Repairs & Maintenance Manager to ensure that all properties are well maintained and physically and financially sustainable. 10. To promote the principles of safeguarding whilst having an understanding of child protection and vulnerable adult issues, referring to other agencies as appropriate. 11. To contribute to the development of appropriate methods of seeking feedback on services provided. 12. To establish, develop and maintain effective working relationships with all colleagues, contractors, key stakeholders and partner agencies to ensure a cohesive approach to the delivery of performance standards and business objectives. 13. To ensure that all records are accurate and maintained in line with appropriate guidelines, making effective use of all IT applications. 14. To ensure that accurate information and advice is given to residents, keeping up to date with policy and procedures, best practice, and legislative requirements. 15. To uphold and promote both the organisation’s Health and Safety Policies, and take responsibility for own health and safety, identifying and reporting issues as required, and the organisation’s Equality and Diversity policies