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- Tasks: Lead the lettings service to manage empty homes and improve customer satisfaction.
- Company: Riverside, a housing association dedicated to enhancing communities.
- Benefits: Competitive salary, generous pension, 28 days holiday, and flexible working options.
- Other info: Inclusive workplace with guaranteed interviews for diverse candidates.
- Why this job: Make a real impact in social housing and support communities in need.
- Qualifications: Experience in team management and a strong customer focus required.
The predicted salary is between 51887 - 57177 £ per year.
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications based on any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you will make as a Lettings Manager
You will be responsible for scoping, delivering, implementing and embedding change to the Group approach to the management of voids and lettings processes in order to deliver sustainable and successful tenancies. You will also develop delivery plans for improvement actions that support our overarching business-wide Customer Experience and Empty Homes Improvement Plans.
You will support the Head of Lettings to lead and manage the delivery of quality, effective, national lettings service for social housing, working closely with colleagues from Asset Services and Housing Services to ensure that homes are let quickly and appropriately, at the required standard. You will own and maintain related procedures to ensure that they reflect legislative requirements and best practice. You will monitor CORE submissions and other reporting (internal and external) relating to our lettings performance, and our compliance with nomination agreements. You will manage operational relationships with CBL partnerships, ensuring we fulfil any contractual requirements in our mission to end homelessness. You will role model Our Riverside Way values, and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments. You will drive the continuous improvement of the customer experience, while relentlessly reducing waste and improving value for money.
About you
- Demonstrable commitment to the Riverside Values
- Proven ability to lead and motivate teams, and manage performance
- Experience of managing a team responsible for allocations & lettings
- A strong customer focus, with excellent communication and influencing skills.
- Experience of successfully developing, implementing and monitoring project and service improvement plans.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
- Lead the Lettings Service to deliver end to end management of empty homes, ensuring excellent cross functional working to constantly drive down rent loss. Build constructive relationships with colleagues in Asset Services and Housing Services, collaborating to deliver reductions in re-let times.
- Take ownership and accountability of the delivery of the improvement of the end-to-end process for property lettings and having efficient management of new build handovers. Ensure appropriate service standards, process and workflows are defined and created.
- Champion the customer and lead by example, role modelling our Riverside values, to create a strong customer focused culture. Lead the team to achieve high levels of satisfaction with the lettings process to establish a positive relationship with new customers at the start of their tenancy.
- Be accountable for void management data and tenancy data as input by the team at the start of tenancies.
- Work collaboratively across the organisation ensuring that services meet the needs of our diverse customers, and the communities in which we work.
- Manage relationships and/or contracts with CBL partnerships, achieving value for money and continually reviewing how we can improve outcomes.
- Proactively manage and motivate a highly skilled and adaptive team. Provide clear direction and regular communication and engagement opportunities, reviewing work outputs, setting improvement targets and appraising individual performance.
- Monitor, review and report progress as required, on the performance and cost effectiveness of the service, analysing relevant data and seeking feedback from customers and colleagues to identify and implement efficiencies and improvements to performance and customer satisfaction.
- Lead your area of the business to inform, contribute to and/or own and deliver plans and strategies in line with corporate frameworks, such as Risk Registers, Business Continuity Plans, Service Improvement plans etc. Ensure compliance with Group requirements in health & safety, safeguarding, equality & diversity, and data protection.
- Contribute to the development and review of relevant budgets, ensuring income and expenditure (as appropriate) is robustly managed in line with Group financial controls.
- You will be accountable for delivering the improvement plan actions identified through Customer Journey Mapping.
Person specification
Knowledge, Skills and Experience
Essential
- Demonstrable commitment to the Riverside Values
- Proven ability to lead and motivate teams, and manage performance
- Experience of managing a team responsible for allocations & lettings
- A strong customer focus, with excellent communication and influencing skills.
- Experience of successfully developing, implementing and monitoring project and service improvement plans.
- Experience of effectively managing internal and external stakeholders
- Proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same
Desirable
- Evidence of continued professional development
- Membership of a relevant professional organisation
- Knowledge of social housing regulation relating to allocations & lettings
Lettings Manager in Liverpool employer: The Riverside Group
Contact Detail:
The Riverside Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lettings Manager in Liverpool
✨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 a Lettings Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Riverside's values and recent projects. Show us that you’re not just another candidate, but someone who truly aligns with our mission to enhance communities and support customers.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in lettings and team management makes you the perfect fit for the role. Keep it concise and focus on how you can drive improvements in customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Lettings Manager in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Lettings Manager role. Highlight your experience in managing lettings and allocations, and don’t forget to showcase your leadership skills. We want to see how you embody our Riverside values!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your experience aligns with our mission at Riverside. Keep it engaging and personal – we love a good story!
Showcase Your Customer Focus: Since this role is all about enhancing customer experience, make sure to include examples of how you've successfully improved customer satisfaction in previous roles. We’re looking for that strong customer focus!
Apply Early!: Don’t wait until the last minute to submit your application. We might close applications early if we find the right candidate, so get your CV and cover letter in as soon as possible through our website!
How to prepare for a job interview at The Riverside Group
✨Know Your Riverside Values
Before the interview, take some time to really understand Riverside's values. They’re looking for someone who embodies these principles, so think about how your own values align with theirs. Prepare examples from your past experiences that demonstrate your commitment to these values.
✨Showcase Your Leadership Skills
As a Lettings Manager, you'll need to lead and motivate a team. Be ready to discuss your leadership style and provide specific examples of how you've successfully managed teams in the past. Highlight any experience you have in improving team performance or driving change.
✨Prepare for Customer-Focused Questions
Riverside places a strong emphasis on customer satisfaction. Think about times when you've gone above and beyond for customers or improved their experience. Be prepared to discuss how you would ensure high levels of satisfaction in the lettings process.
✨Understand the Lettings Process
Brush up on your knowledge of the lettings process, especially in social housing. Familiarise yourself with key metrics like re-let times and void management. Being able to speak confidently about these topics will show that you're serious about the role and understand the challenges involved.