Housing Services Manager
| Dyddiad hysbysebu: | 08 Gorffennaf 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 07 Awst 2024 |
| Lleoliad: | Dartford, Dartford |
| Cwmni: | Riverside |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 3016 |
Crynodeb
Job Title: Housing Service Manager
Contract Type: Permanent
Salary: £48,560.35 (£53,508.95 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week.
Working Pattern: Monday - Friday
Location: Dartford/ Hybrid
For your application to be considered please attach a current CV and cover letter.
Applications may close before the deadline, so please apply early to avoid disappointment.
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.
Application Process:
If you share our values and are excited about making a significant impact as the Housing Service Manager, we encourage you to apply with your CV and cover letter.
We encourage you to apply even if you don't meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.
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.
The difference you will make as Housing Service Manager
In this role you will lead the delivery of the Social Housing service to ensure the provision of a quality, effective housing management service to social housing customers within a specified geographical area. Ideally in this role you will be Managing the performance of Social Housing Team, using mentoring and performance coaching techniques, ensuring a quality service is provided, resources are flexible and deployed effectively and targets, key performance indicators and service agreements are developed and implemented effectively, ensuring underperformance is identified and addressed promptly and effectively.
About you
We are looking for someone with:
- Proven track record of managing a high quality customer service function, preferably in the housing sector.
- Experience of successfully leading, managing and motivating teams, including managing team performance.
- Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business.
- Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
- Up to date knowledge of legislation, regulations and standards relating to Social Housing, Non-social Housing and Care and Support.
Role Profile
Accountabilities or “What You Have to Do”
- Lead, motivate and engage with the Social Housing Team, to ensure the delivery of a high quality service, developing and implementing operational objectives to support the strategic objectives of the Social Housing Business.
- Manage the performance of the Social Housing Team, using mentoring and performance coaching techniques, ensuring a quality service is provided, resources are flexible and deployed effectively and targets, key performance indicators and service agreements are developed and implemented effectively, ensuring underperformance is identified and addressed promptly and effectively.
- Manage a mobile team of Housing officers, role modelling agile/flexible working to deliver a highly proactive service to customers.
- Monitor, review and report progress to the Head of Housing, Regional Director and other governance bodies, on the performance and cost effectiveness of the service, analysing relevant data to identify performance against targets and key performance indicators, escalating findings and recommendations and ensuring appropriate actions are implemented to address under performance.
- Contribute to the development and review of relevant budgets, ensuring income and expenditure is robustly managed in line with Group financial controls.
- Assist the Regional Director to champion strong customer engagement to ensure service delivery remains responsive to the needs and experiences of customers.
- Work with customers to minimise and resolve issues and complaints, liaising with Regional Colleagues and the Customer Complaints Team to resolve escalated complaints as required.
- Maximise income within a defined geographical area, taking responsibility for income collection activity and rent loss on void properties, working with Shared Services to ensure effective and timely resolution as necessary.
- Devise, implement and review effective internal business processes to support the delivery of the Social Housing service ensuring adherence to statutory and regulatory policies and frameworks, including safeguarding, safety first and equality and diversity.
- Contribute to regular reviews of the Social Housing service, collaborating with and seeking feedback from internal and external stakeholders, to identify efficiencies and continually improve the service provision and customer satisfaction. Improvement opportunities identified and realised should be in accordance with change management protocols.
- Manage internal and external stakeholders effectively, including Directors, Senior Managers and regional colleagues, building constructive relationships to deliver the Social Housing service and associated business objectives by creating an inclusive, supportive and professional environment.
- Provide a consultative service to management colleagues, including the Regional Director, on sensitive and complex matters regarding Social Housing.
- Accountable for the publication of service information for stakeholders, determining the most appropriate method of communications including maximising the usage of the external website and the intranet site.
- Work collaboratively with the management team to ensure effective delivery of the wider service.
- Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
- Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
Knowledge, Skills and Experience
Essential
- Proven track record of managing a high quality customer service function, preferably in the housing sector.
- Experience of successfully leading, managing and motivating teams, including managing team performance.
- Customer focused with excellent communication skills, both verbal and written, with the ability to work at all levels within the business.
- Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
- Up to date knowledge of legislation, regulations and standards relating to Social Housing, NonSocial Housing and Care and Support.
- Effective stakeholder management, both internally and external to the organisation.
- Results driven with strong analytical skills and experience of providing meaningful management information.
- Ability to remain calm in a pressurised environment.
Desirable
- Experience of managing an agile/flexible working front-line housing service.
- Experience of matrix management arrangements