About the job
Connect with what you’ll do
In the role you’ll:
Lead the housing team on delivering strong case management, using insight into cases to ensure high quality of responses, signposting and ensuring that cases are managed in line with expectations
Lead on the delivery of tenancy management and anti-social behaviour services to ensure we take a proactive and proportionate approach to resolve issues in line with legislation and HOS guidance.
Co-ordination of the business response to unacceptable behaviour from customers to colleagues and ensure compliance in line with our policy.
To be responsible for authorizing expenditure up to delegated and ensure it is value for money
Represent RHP at multi-agency meetings, supporting the assessment of customers
Collaborate with external agencies across all boroughs, ensuring customers have equal and consistent access to services
Ensure that risks are mitigated and that the team remains compliant with all relevant legislation.
Lead on to ensure that housing related complaints are managed to high quality and in line with our policies and current regulation, supporting responses to Councillors, MP and other stakeholders.
Regularly review and implement effective housing policies and procedures
Lead your team’s performance through regular one to ones, coaching and reviews and ensure the teams complete all mandatory training
Create an environment where there is strong employee engagement, and we remain a great place to work
Deputise for the Head of Housing Services and cover for the Customer Contact Manager.
Connect with how you’ll do it
We’re looking for someone with experience of:
Managing a team that delivers exceptional standards of customer service.
Housing management, managing vulnerable customers, and safeguarding adults.
Ability to travel to attend meetings (occasionally in the evenings) and carry out regular site and customer visits
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
The ability to create an environment where people feel comfortable to be themselves, treating everyone as equals and encouraging a contribution from all.
Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
Taking pride in being organised so you can work with pace and deliver your promises on time.
Making wise decisions and solving problems without overcomplicating things
Remaining curious, always looking for ways to improve the customer experience.
Taking ownership and being tenacious to make things happen.
Being the best version of yourself in every situation, lifting your team up and showing resilience, even when it’s tough