Client
Local Authority in Newham
Job Title
Resident Involvement Manager
Pay Rate
£28.91 an hour PAYE/£37.84 an hour UMBRELLA
Hours
36 Hours a week(Mon-Fri)
Duration
Initial 3 month contract
Location
HYBRID WORKING- 3 days a week office based from Dockside,Newham
Description
Overall Purpose of Job
1. To take the lead in working collaboratively with residents and staff to deliver a customer focused service to ensure that resident's expectations are met and the resident experience is continuously improved.
2. Lead and drive resident involvement by championing customer service excellence and placing residents at the heart of the organisations objectives. Strive for continuous improvement in all that we do for our residents, using internal and external benchmarks for measurement, and keeping abreast of sector best practice. Lead the sector benchmarking group in establishing and sharing good practice.
3. Manage a team of Resident Involvement Co-ordinators, alongside day to day operational activities of the Resident Involvement Team and activities across Housing Hubs.
4. To lead the provision of an effective face to face customer service offer for residents of all tenures, ensuring that Housing Hubs operate efficiently, resulting in higher levels of resident support, understanding and satisfaction.
Key Tasks and Accountabilities:
1. To manage and lead a team of staff specialising in resident involvement.
2. To lead, inspire, motivate and enthuse any direct reports, taking responsibility for planning, prioritising and co-ordinating their work ensuring that excellent resident services are provided.
3. Lead the delivery of resident involvement activities/operations and activities/operations relating to Housing Hubs and their services.
4. Provide expert advice and support in resident involvement when deputising for the Head of Resident Involvement, ensuring the operation of the service is in line with council policy and legal responsibilities.
5. Ensure that service delivery aligns with corporate priorities and housing strategies.
6. Ensure the operation of the team is in line with council policy and legal responsibilities.
7. Co-ordinate staff from across Housing in order to ensure that staffing is appropriate across the Housing Hubs to deliver the services required.
KNOWLEDGE:
Knowledge of housing management.
Knowledge of premises and asset management.
Knowledge of resident involvement/engagement tools and approaches. Knowledge of management concepts, practices and principles.
EXPERIENCE:
Management experience in a housing related field. Experience of premise/asset management.
Experience of resident involvement/engagement.
Experience of engaging with and influencing key stakeholders.
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