Senior Neighbourhood Officers - Senior Neighbourhood Officer

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Posted: 12/02/2021 11:39
Start Date: Not Available
Salary: £38,000
Location: Brixton
Level: Entry Level
Deadline: 05/03/2021 23:59
Hours: 35
Benefits: 27 days holiday; buy and sell annual leave programme; PerkBox; Health Cash Plan and more
Job Type: Fixed Term

 

We are looking for a Senior Neighbourhood Officer to join our Housing team. The main purpose of the this role is to trouble-shoot complex ASB, complaints and other tenancy management cases and lead on continuous improvement plans. In addition, you will act as a Key Liaison for a Managing Agent and any other services provided under the management agreement.

This is a newly created role and a great chance for someone looking to make their mark and take the next step in their career journey. The Neighbourhood team is a small with 4 generic Neighbourhood Officers, operating across 13 London boroughs and managing a stock of approximately 900 units. The team have been through a period of instability and the role provides an opportunity to adopt innovative and creative ideas to performance improvement strategies. The post has no direct line management and so provides an opportunity for a candidate wanting to develop their coaching and project management skills.

  

In this role your main responsibilities will include:

  • To take ownership and responsibility for any service-related expressions of dissatisfaction complaints / queries from customers ensuring that the customer experience is positive, professional and within set timescales always.
  • To coach and mentor Neighbourhood Officers to establish solutions and act as trouble-shooter for all complex ASB, Complaints and other tenancy management cases across the team.
  • Contribute to the drafting of continuous improvement plans for the function and monitor and drive progress to get these plans delivered.
  • Work with the Officers to explore ways to hear and include the customer voice in line with Customer Engagement delivery plans. To provide support, supervision and induction of all volunteers and interns in the team.
  • To identify and develop key partnerships that add value for customers in each of the boroughs of operation e.g. Debt Advice , CAB , Age UK etc, DWP.

 

To be successful in this role you will need:

  • Strong experience of Social Housing Management.
  • Experience preparing and presenting cases to Court for breach of tenancy including DIY possession procedures.  
  • Experience of effective management of rent arrears.
  • Working knowledge of Landlord and Tenant legislation and procedure relating to both general tenancy and other tenures.
  • Strong negotiation and mediation skills to liaise with residents to reduce debt.

 

Candidates interested in applying should attach a cover letter outlining how they meet the essential criteria specified in the job ad as well as how they think they meet Housing for Women’s EPIC values.

Housing for Women is an independent organisation and we support women in London to challenge the inequalities they face. As a charity and a registered housing association, we are proud to have housed London’s women for 85 years; providing secure, affordable housing and related services to help them make the most of the opportunities they have.

 


 

Overall Aim

 

 

 

Key Responsibilities

 

Customer Focus

  • To provide a consistently outstanding service that demonstrates H4W’s corporate values and is line with agreed service standards and policies.
  • To take ownership and responsibility for any service-related expressions of dissatisfaction complaints / queries from customers ensuring that the customer experience is positive, professional and within set timescales always.
  • To coach and mentor Neighbourhood Officers to establish solutions and act as trouble-shooter for all complex ASB, Complaints and other tenancy management cases across the team.
  • Contribute to the drafting of continuous improvement plans for the function and monitor and drive progress to get these plans delivered.
  • Work with the Officers to explore ways to hear and include the customer voice in line with Customer Engagement delivery plans.
  • Works closely with the Projects Officer to deliver outcomes in line with Local plans with a view to absorbing elements of this role when the role ends (estimated time of 12 months).
  • Act as the lead coordinator for housing transfers, housing reciprocal, housing moves, house swaps and internal transfers.

 

 

Supervision and coaching

  • To provide support, supervision and induction of all volunteers and interns in the team.
  • To provide coaching and buddying to all staff on specific aspects as required by the manager.

 

Partnership working

  • To identify and develop key partnerships that add value for customers in each of the boroughs of operation e.g. Debt Advice , CAB , Age UK etc, DWP.
  • Key liaison for Thrale and any other services provided under management agreement.
  • Supports colleagues to manage relationships and operational matters with landlords, leaseholders including commercial units.

 

 

Tenancy and Income Management

  • Oversee investigations into tenancy management matters including preparation of Notices for any tenancy breaches.
  • Oversee the administration for voids and lettings processes ensuring void losses are minimised and working closely with colleagues to ensure a smooth void and lettings process that delivers customer satisfaction.
  • To produce team/ individual performance reports to Neighbourhood Manager and team ensure robust preparation and presentation of cases at court, positively representing H4W as an organisation.

 

 

Safeguarding and Health and Safety

 

  • To identify and report safeguarding concerns relating to tenants, their families and other service users to the Head of Housing & Income Services and raising safeguarding concerns with the relevant statutory service, including using professional judgement to raise alerts.
  • To comply with all aspects of the Association’s Health and Safety policy, including enabling access for annual gas servicing and ensuring that any potential risks or breaches are reported to the Head of Housing & Income Services.

 

Other

 

  • You will work closely with the Neighbourhood Manager in delivering the Customer Engagement Strategy.
  • To work with the Fundraising Team to plan and deliver externally funded projects such as the decorating project for vulnerable tenants, and also lunch clubs, outings and digital inclusion projects.
  • To work with the Volunteer Coordinator to recruit, manage and support Befriending Volunteers, to provide a befriending service to isolated, disabled or housebound tenants.
  • Co-ordinating tenant mobility via Homes scheme or equivalent, internal transfer, mutual exchange and local authority nominations etc.
  • To make best use of information and other technology to ensure an enhanced service to tenants and/or increased operational efficiency. To maintain and assist in maintaining where appropriate, relevant files, records, IT and other systems to ensure information is up to date and can be accessed and understood by others.
  • To positively support the Association’s Equal Opportunities and Diversity policies in all aspects of work.

 

 

 

Please also be aware of and follow Housing for Women’s policies and procedures, with particular attention to health and safety, data protection, equality and diversity and customer service excellence. To further your development and knowledge you will be expected to attend training as necessary.

Housing for Women reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes in or to the role.

 

 

Role Experience, Knowledge and Skills Profile

Senior Neighbourhood Officer

 

(Please note that areas marked with E are the essential shortlisting criteria; you must address these in your application)

 

Experience & qualifications

  • Good standard of general education with a recognised qualification at HNC level or higher E
  • Strong experience of Social Housing Management E
  • Experience preparing and presenting cases to Court for breach of tenancy including DIY possession procedures E
  • Experience of effective management of rent arrears. E
  • Experience of using a computerised rent account systems and database.
  • An awareness of occasions that require liaison with Social Services (eg child protection, domestic violence)
  • Demonstrable experience of older persons issues
  • Ability to meet deadlines and plan and deliver a range of different activities E
  • Experience of meeting challenging targets E

 

Knowledge

  • Working knowledge of Landlord and Tenant legislation and procedure relating to both general tenancy and other tenures E
  • Excellent knowledge of current issues in the provision of social housing including Welfare Benefits and Welfare Reform & Work Act 2016. E

 

Skills

  • Effective listening to seek to understand  E
  • Good verbal and non-verbal communication skills with ability to: -

Communicate messages and information clearly, confidently and in engaging ways

  • Can situationally adjust communication to meet the needs of the audience
  • Deal effectively with harassment and nuisance complaints E
  • Provides timely meaningful and constructive feedback to customers and colleagues
  • Strong negotiation and mediation skills to liaise with residents to reduce debt
  • Demonstrates fairness, promotes dignity and respect, and adheres to Equal Opportunities and Diversity policies
  • Build rapport that encourages active participation and enable others to express ideas and opinions
  • Demonstrable ability to write letters and reports and to maintain accurate records
  • Demonstrable knowledge and experience of using Microsoft Office or equivalent, including use of Word and Excel
  • Strong 'people skills' for building relationships with team members, colleagues and key contacts  E
  • Ability to maintain confidentiality
  • Able to work on own initiative be proactive, juggle competing demands and problem solve and to ‘muck in’.
  • First class customer service skills (telephone, written and face-to-face)
  • Able to meet tight deadlines
  • To actively manage a caseload
  • Able to prioritise and organise time effectively.
  • To document work systematically and present clear and concise written and verbal reports.
  • Ability to develop, implement and monitor continuous improvement and project plans  E

Personal style and behaviour

  • An approach to work that is thorough, open, curious and professional  E
  • Team focused and openly supports colleagues and managers to achieve success
  • Works flexibly and cross-functionally, to achieve success with shared goals E
  • Has a particular regard for attention to detail
  • Shares knowledge and information appropriately to inform and empower
  • Confident and calm approach to work
  • Customer focused  E
  • Self-starter and proactively seeking to positively respond to the needs of customers
  • Takes personal responsibility and ensures fairness within decision making
  • Able to self-reflect to inform continuous learning  E
  • Personal commitment to the corporate values, vision and objectives of the organisation
  • Lead by example (be a role model) – make your behaviour consistent with your words
  • Flexible ‘can do’ attitude.
  • A high degree of confidently, trust and reliability at all times
  • Commitment to quality, delivering excellent customer service, best practice and best value in all aspects of the H4W’s operations

Other requirements

  • Current driving license and use of a vehicle during normal working hours desirable
  • A high degree of confidentiality, trust and reliability E
  • Commitment to quality, customer service, best practice and best value in all aspects of the organisation’s operations
  • Evidenced commitment to equality and diversity  E

 

 

 



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