Lettings Manager

We have an exciting opportunity for a Lettings Manager to be responsible for the provision of an effective, efficient and compliant lettings service. Continually monitoring and challenging performance to ensure service development and improvement.

We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity where colleagues are "free to be me". Not only this, but we aim to put our people first by offering hybrid/agile working, a great pension scheme (up to 12% employer contributions!) and many other benefits which show our appreciation for the hard work that everyone puts in here. We each work to our Freebridge Values; Working Together, Empowerment, Integrity, Customer Focus and Enthusiasm.

In line with our five-year strategy, which we are now in the fourth year of, we are looking to build 750 new homes by 2026! This five-year strategy will drive us towards our long-term ambitions for the next 10-20 years and these first five years will be critical in laying the groundwork, investing in properties and people, hitting new targets and really making a difference.

Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King's Lynn and West Norfolk. Today, we own and manage around 7,000 homes across West Norfolk, making a difference to thousands of customers within communities across an area of almost 550 square miles. We have an annual turnover of GBP30m and employ well over 200 people, including our own Property Services team. Over the last 14 years, there have been numerous achievements, not least delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living.

Requirements

• Take responsibility for the provision of a quality Lettings Service, which meets corporate targets, policies and service standards
• Timely production and analysis of monthly and quarterly performance figures and statistical returns such as CORE, ensuring the provision of accurate information to Management Team, and to facilitate participation in national benchmarking
• Foster strong relations with West Norfolk Home Choice and engage with & develop relationships with other new and appropriate partners, to ensure that housing need is met whilst also making most effective use of stock, in accordance with policy
• Be proactive in monitoring customer satisfaction, and take responsibility to ensure continued awareness of current best practise, to ensure the delivery of a quality service which meets company targets as well as exceeding customer expectations
• Minimise revenue lost by the organisation in respect of empty properties, by working closely with colleagues across the business to continually review and refine the management of empty properties

Knowledge and Experience

• Proven experience of directly managing a customer facing team dealing with complex and challenging customer needs is essential
• Proven experience within a customer service environment working for a Housing Association or other service organisation, in a capacity which involved face-to-face interaction with customers, resolving difficult issues and with supervisory or management responsibility
• Comprehensive knowledge of Housing Advice
• Working knowledge of social housing, its purpose and objectives
• Excellent interpersonal and communication skills essential with proven ability to negotiate and mediate with a range of people, and explain complex information both verbally and in writing

Benefits

• GBP36,505.35 per annum
• 37 hours Monday to Friday
• Hybrid Working - 2/3 days in the office
• Great Pension Scheme
• Full access to an Employee Assistance Program
• Customer focused, team working environment
• Employee discount perks
• 25 days holiday + bank holidays (rising to 30 days after 5 years)