472 - Neighborhood Manager

Posted: 15/02/2021 11:32
Start Date: Not Available
Salary: £40,000
Location: Brixton
Level: Experienced
Deadline: 07/03/2021 23:59
Hours: 35
Benefits: 27 days holiday; buy and sell annual leave programme; PerkBox; Health Cash Plan and more
Job Type: Permanent

We are looking for a Neighbourhood Manager to lead the Neighbourhood team, protect income and provide comprehensive front line Neighbourhood services to tenants, occupants, and wider stakeholders. In this role you will also develop relationships with key stakeholders at an operational level within local authorities, partner and third sector organisations as well as managing and delivering key projects for the organisation.

The successful candidate will lead a small team through a period of transformation enabling high performance and realisation of our business objectives.  You’ll be a resilient and tenacious self-starter who can tightly lead, manage, reach high and secure strong results at the front line. 

 

In this role your main responsibilities will include:

  • Establish and manage our new customer service hub providing front line call management and office services.
  • Lead, manage, motivate, and empower colleagues within the team, effectively managing performance to meet corporate, departmental and individual objectives.
  • Set comprehensive productivity and customer satisfaction targets, ensuring effective, efficient monitoring processes are in place; and produce reports accordingly.  
  • Protect and maximise income due from rents, service charges and other sources.
  • Develop, implement, and review strategies and initiatives in anticipation of and responding to welfare reforms and Covid 19.
  • Responsible for all aspects of housing and neighbourhoods’ management including voids (key to key); lettings; ASB and neighbour disputes.

 

To be successful in this role you will need:

  • Qualification at degree level or a relevant professional qualification enabling the postholder to act as the organisational expert and practitioner of housing law and housing management
  • Proven record of expertise and delivery in one or more arears of customer services, income management and/or service charges in a housing environment
  • A detailed understanding of Welfare Reform and welfare benefits system
  • Project management experience
  • Experience of managing and delivering change

 

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 supports 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.

 


The overall aims of this role are to

  • Lead and manage the Neighbourhood team, protect income and provide comprehensive front line Neighbourhood services to tenants, occupants and wider stakeholders.
  • Provide an effective and seamless housing and property management service through collaborative working with Asset Management colleagues.
  • Develop relationships with key stakeholders at an operational level within local authorities, partner and third sector organisations (for example CAB, Credit Unions) and have effective oversight of local nominations agreements.
  • Manage and deliver distinct projects for example, service charge improvement plan, digital inclusion and increasing resident engagement.
  • To deputise for the Director of Housing and Support as required.

 

This role has financial responsibility for

  • Rent, management agreements and service charges income of circa £6m per annum.
  • Service charge and housing expenditure up to £500K per annum.

 

Key responsibilities

Income and expenditure

  •  Protect and maximise income due from rents, service charges and other sources.
  • Develop, implement and review strategies and initiatives in anticipation of and responding to welfare reforms and Covid 19.
  • Effective management of contracts and suppliers of estate services to our Neighbourhoods.
  • Responsible for leading procurement processes, ensuring best value, contract compliance and quality assurance.
  • Effectively manage delegated budgets ensuring monthly monitoring of management accounts, trend analysis, exception reporting, and define and follow through on remedial actions for any under/overspend.
  • Lead on rent and service charge setting processes.

 

Customer service

  •  Establish and manage our new customer service hub providing front line  call management and office services including:  responsive repairs, rent payments, housing, rent and service charges enquiries; estate enquiries; incoming call management; customer satisfaction surveys; organisational mailings and other basis reception and office duties.
  • Set comprehensive productivity and customer satisfaction targets, ensuring effective, efficient monitoring processes are in place; reporting at least monthly on outcomes, trends, exceptions and remedial actions.
  • Lead responsibility for resolution of all stage one complaints relating to Neighbourhood services and oversight of expressions of dis-satisfaction.  Undertaking lessons learned processes and driving continuous improvement within Neighbourhood services.

 

Housing and neighbourhoods

  • Responsible for all aspects of housing and neighbourhoods’ management including voids (key to key); lettings; ASB and neighbour disputes.
  • Responsible for delivery against all Management Agreements and joint working with other landlords, to ensure obligations are met, producing annual cost and expenditure reviews to ensure the contracts/agreements produce a surplus or are cost neutral where of strategic importance.  Work to establish joint working protocols and SLA’s as appropriate.
  • Providing all core housing and income management services to all units of accommodation.
  • Developing and implementing resident involvement structures that embed the needs and aspirations of customers within delivery of existing and new service and actively support residents, their groups or their representatives to engage in the decision making or policy forming processes.
  • Oversight of all housing moves including internal transfers, external housing swaps and housing reciprocal arrangements.
  • Good tenancy management through engagement of compliance and quality assurance processes.
  • Compliance with health, safety and fire safety across all schemes.

 

Managing people

  • Lead, manage, motivate and empower colleagues within the team, effectively managing performance to meet corporate, departmental and individual objectives.
  • Lead on recruitment within the Neighbourhood team, participate in wider staff selection events as required and lead individual induction and training programmes where appropriate.

 

Managing the business

  •  Ensure the team comply with all health and safety requirements and standards.
  • At all times to present a positive and professional image of Housing for Women and its partners both internally and externally.
  • Ensure all legal requirements are met in respect of Housing Management and related activities.
  • Responsible for the effective assessment and management of operational risk relating to areas of responsibility.
  • Responsible for the development and review of policies and procedures in area of responsibility including annual review and updating as required in response to changes in legislation, best practice and the operating environment.

 

Other

  • To act in accordance with the aims of Housing for Women.
  • To promote and implement Housing for Women’s Equal Opportunities Policy and other policies adopted by the Board.
  • To undertake other duties reasonably expected of the post.
  • To attend evening and occasional weekend meetings and events.
  • To be available out of hours as required to meet the needs of the business.

 

Please also be aware of and follow Housing for Women’s policies and procedures with attention to health and safety, 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 reserve the right to amend this role profile as necessary, after consultation with the postholder.

 

Person Specification

 Experience and qualifications

  • Qualification at degree level or a relevant professional qualification enabling the postholder to act as the organisational expert and practitioner of housing law and housing management
  • Proven record of expertise and delivery in one or more arears of customer services, income management and/or service charges in a housing environment
  • A detailed understanding of Welfare Reform and welfare benefits system
  • Minimum of 3 years’ experience of management of a Neighbourhood/general needs housing function
  • Proven track record of effective line management including performance management
  • Project management experience
  • Experience of conflict resolution
  • Experience of managing and delivering change

 

Skills

  • Excellent standard of communication skills, verbal and written
  • Highly developed organisational and administrative skills
  • Highly developed IT skills, including: Word, Excel, Outlook and housing management systems
  • Ability to analyse, understand and present operational performance data

 

Personal style and behaviour

  • Highly motivated
  • Solution oriented
  • A flexible approach to working
  • A commitment to ongoing training and personal development

 

Other

  • A high degree of confidentiality, trust and reliability always
  • Commitment to quality, customer service, best practice and best value in all aspects of the Association’s operations
  • Demonstrate a commitment to equality and diversity
  • Personal commitment to the corporate values, vision and objectives of Housing for Women’s culture of continuous service improvement