Locality Manager - Customer and Neighbourhood in Bristol

At Sovereign Network Group (SNG), our purpose is to provide good, affordable homes that are the foundation for a better life. We want to have a positive and lasting impact on our customers' lives by offering safe, high-quality homes and building strong, connected communities. By shaping our services around specific localities, our local teams can manage homes and places more proactively, working closely with customers, communities, and local partners.

We have a fantastic opportunity to join us as a Locality Manager (Customer and Neighbourhoods) to lead the delivery of proactive and customer-centric services. Based from our office in Bristol, you will lead a team of Officers who are responsible for tenancy and neighbourhood management in a locality that covers Bristol and Gloucester. You'll combine office and home working in line with our hybrid approach, spending two days in the office a week. You'll need to travel across our geography when required, so you should be happy to travel and have access to transport.

The Role

Reporting into one of our Regional Directors of Localities, you'll manage a team of up to 12 people across your locality, including Locality Officers and Anti-Social Behaviour Officers. You'll set direction within the team by being clear on expectations, role modelling our values and supporting team and individual performance through robust feedback. You'll ensure that teams work together to deliver the right outcome for our customers in a safe and timely way.

Responsibilities include:

• Being visible and present as a leader within the team, demonstrating professionalism and confidence and developing a high performing and well-supported team.
• Leading on all strategic and operational elements of service delivery across your locality with focus on customer, lease and tenancy management to enable customers to sustain their tenancy.
• Working collaboratively with Locality Managers (Property Services) and cross-functional senior leaders to deliver the Corporate Plan and Customer Vision.
• Developing productive relationships with local stakeholders built on trust, respect, and a joint interest in improving the lives of our residents and communities, with a specific focus on Local Authority partners, statutory agencies, and elected members within a locality.
• Developing and maintaining a digital presence within localities, actively broadcasting community messaging and by hearing our customers' voice, develop innovative solutions to build community ownership.
• Securing social impact benefits into the locality that create opportunity and improvements for our places; actively lead locality resident engagement activities to facilitate the co-creation of service as required.
• Collaboratively develop, set, and monitor challenging targets for key business services that meet agreed performance, service and financial standards ensuring customer satisfaction, cost effectiveness and value for money.

What you'll need

You should have experience in a similar senior role, delivering tenancy management and neighbourhood services to customers cross tenure. You'll need to demonstrate experience of managing a multi-disciplinary customer-focused team in a large and complex organisation with demonstrable knowledge of performance improvement. You'll have a high level of technical tenancy and neighbourhood management expertise. You'll also need:

• Ability to plan, track and forecast income and expenditure against relevant budgets, to deliver a value for money service.
• The ability to effectively manage and lead a team; inspiring, supporting and developing them to optimise their performance.
• A track record of meeting deadlines and working effectively with others in a complex and dynamic environment.
• Strong people skills and you'll be an effective communicator, with the ability to influence and challenge.
• Evidence of excellent customer service achievements in a complex delivery environment.
• Excellent oral and written communication and interpersonal skills.
• Membership of a professional body – CIH (Chartered Institute of Housing) or equivalent or working towards this is preferred.

Please note: Interviews will be held on 27th July in Bristol.

Benefits at SNG include:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days).
• Chance to buy or sell holiday as part of our flexible benefits package.
• 3 additional wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and Life cover at 4x salary.
• Enhanced maternity/paternity/adoption pay.
• Options for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service.

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.

Please note a Basic DBS check will be undertaken for the successful candidate.