Address
Form of work
SalaryThe role will be based in the Resident Management team and will require you to lead a team to communicate and liaise with residents and answer any queries.
Client Details
Our client is a leading G15 Housing Association.
Description
Your responsibilities will include:
- Managing 5 patch based Housing officers in the Resident Management team, providing strong leadership to the team, performance managing your team and supporting them to organise and approach their workload with a customer focused approach whilst meeting company targets and priorities
- Being responsible for dealing with any queries from residents on a particular neighbourhood area from all leaseholders, shared owners and social tenants that are too complex to handle in the Customer Service Centre.
- Assessing and resolving a wide range of complex enquiries in accordance with established processes, procedures and policies with the objective of providing an outstanding customer experience. This includes, but is not limited to permissions, successions, licences, subletting, assignments, tenancy visits, tenancy checks.
- Be responsible for delivering, with colleagues, the neighbourhood action plans, ensuring resources are allocated to manage demand.
- To be continually focused and engaged in driving service improvement
- Carrying out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
Profile
The successful candidate will have:
- A strong background in the social housing sector and resident management
- Experience of successfully managing and supporting the day-to-day operations of your team
- Proven experience in improving service delivery.
- High level knowledge of statutory, legal and contractual framework around tenancy, homeowner and shared owners' management.
- Experience of resolving residents' queries for either homeowners or tenants or both
- Proven experience dealing with complex queries and challenging individuals in a constructive and effective way.
- Experience working within tight statutory constraints in a high-pressure environment.
Job Offer
What is on offer?
- Salary: £45,000
- Hybrid Working
- Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
- Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
- Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
