Job Title: Lettings Manager
Contract Type: Permanent
Salary: £51,887.16 (£57,177.14 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Monday to Friday- Hybrid
Location: Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications based on any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you will make as a Lettings Manager
You will be responsible for scoping, delivering, implementing and embedding change to the Group approach to the management of voids and lettings processes in order to deliver sustainable and successful tenancies. You will also develop delivery plans for improvement actions that support our overarching business-wide Customer Experience and Empty Homes Improvement Plans.
You will support the Head of Lettings to lead and manage the delivery of quality, effective, national lettings service for social housing, working closely with colleagues from Asset Services and Housing Services to ensure that homes are let quickly and appropriately, at the required standard.
You will own and maintain related procedures to ensure that they reflect legislative requirements and best practice. You will monitor CORE submissions and other reporting (internal and external) relating to our lettings performance, and our compliance with nomination agreements. You will manage operational relationships with CBL partnerships, ensuring we fulfil any contractual requirements in our mission to end homelessness.
You will role model Our Riverside Way values, and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments. You will drive the continuous improvement of the customer experience, while relentlessly reducing waste and improving value for money.
About you
We are looking for someone with:
• Demonstrable commitment to the Riverside Values
• Proven ability to lead and motivate teams, and manage performance
• Experience of managing a team responsible for allocations & lettings
• A strong customer focus, with excellent communication and influencing skills.
• Experience of successfully developing, implementing and monitoring project and service
improvement plans.
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.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
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
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
• Lead the Lettings Service to deliver end to end management of empty homes, ensuring excellent cross functional working to constantly drive down rent loss. Build constructive relationships with colleagues in Asset Services and Housing Services, collaborating to deliver reductions in re-let times.
• Take ownership and accountability of the delivery of the improvement of the end-to-end process for property lettings and having efficient management of new build handovers. Ensure appropriate service standards, process and workflows are defined and created.
• Champion the customer and lead by example, role modelling our Riverside values, to create a strong customer focused culture. Lead the team to achieve high levels of satisfaction with the lettings process to establish a positive relationship with new customers at the start of their tenancy.
• Be accountable for void management data and tenancy data as input by the team at the start of tenancies.
• Work collaboratively across the organisation ensuring that services meet the needs of our diverse customers, and the communities in which we work.
• Manage relationships and / or contracts with CBL partnerships, achieving value for money and continually reviewing how we can improve outcomes.
• Proactively manage and motivate a highly skilled and adaptive team. Provide clear direction and regular communication and engagement opportunities, reviewing work outputs, setting improvement targets and appraising individual performance.
• Monitor, review and report progress as required, on the performance and cost effectiveness of the service, analysing relevant data and seeking feedback from customers and colleagues to identify and implement efficiencies and improvements to performance and customer satisfaction.
• Lead your area of the business to inform, contribute to and /or own and deliver plans and strategies in line with corporate frameworks, such as Risk Registers, Business Continuity Plans, Service Improvement plans etc. Ensure compliance with Group requirements in health & safety, safeguarding, equality & diversity, and data protection.
• Contribute to the development and review of relevant budgets, ensuring income and expenditure (as appropriate) is robustly managed in line with Group financial controls.
• You will be accountable for delivering the improvement plan actions identified through Customer Journey Mapping.
Person specification
Knowledge, Skills and Experience
Essential
• Demonstrable commitment to the Riverside Values
• Proven ability to lead and motivate teams, and manage performance
• Experience of managing a team responsible for allocations & lettings
• A strong customer focus, with excellent communication and influencing skills.
• Experience of successfully developing, implementing and monitoring project and service
improvement plans.
• Experience of effectively managing internal and external stakeholders
• Proactive approach, able to work flexibly and adapt to changing situations, and to support
colleagues to do the same
Desirable
• Evidence of continued professional development
• Membership of a relevant professional organisation
• Knowledge of social housing regulation relating to allocations & lettings