Neighbourhood Services Manager
As a Neighbourhood Services Manager you will be the key contact for all customers within a defined patch of properties. You will deliver a comprehensive and responsive housing management service with the aim of supporting and empowering customers to resolve issues and to become more independent. You will also be supporting those most vulnerable in our communities. The role involves liaising with customers and undertaking tasks whilst being visible on your patch and using all available resources with the objective of achieving sustainability throughout our Neighbourhoods.
What you'll be doing
* Handling tenancy-related queries in accordance with contractual requirements and Great Places policies and the Service Delivery Framework.
* Providing direct tenancy support in our capacity as a landlord to ensure tenancy sustainment.
* Ensuring the effective marketing of vacant homes in accordance with Great Places policies and allocating properties that meet the needs of the customer and the business.
* Undertaking the full rent account management process focusing on balancing the needs of the customer with those of the business. Coaching customers to identify solutions to pay their rent, supporting budgeting, setting up realistic payment plans and taking court action as a last resort.
* Responding to anti‑social behaviour and other tenancy breaches in accordance with Great Places policies and the Service Delivery Framework by undertaking timely fact‑finding investigations and appropriate action to safeguard Great Places customers and the wider community.
* Ensuring safeguarding concerns are dealt with promptly and appropriate action is taken in line with legal requirements and guidelines.
* Being present in our neighbourhoods, undertaking regular estate and scheme inspections and monitoring of neighbourhood service contracts, addressing property and estate management issues and taking steps to address any contract under‑performance.
* Working collaboratively with other agencies/partners to deliver interventions where necessary for the benefit of our customers.
What you'll need
* Commitment to continued professional development.
* Desirable: experience of working in the housing sector or a similar role.
* Desirable: understanding of estate and tenancy management and experience of delivering tenancy management services.
* Experience of working in a customer‑focused environment with a proven ability to deliver high‑standard customer service tailored to an individual's needs.
* Excellent written and verbal communication skills.
* Ability to organise, time‑manage and prioritise workload in a hybrid environment.
* Proven relationship builder with experience of effective collaborative working with external agencies and partners.
* Ability to coach customers to empower them to problem‑solve and become more independent.
* Adaptable to use a range of CRM software systems.
* Proficient in the full range of Microsoft Office applications.
* Full UK driving licence and access to a vehicle for work use.
* Commitment to safeguarding and promoting the welfare of children, young people and adults; this role is subject to a basic DBS check.
What we need from you
* Ability to complete tasks accurately and timely, meeting deadlines.
* Ability to lone‑work safely and effectively, delivering high‑quality services predominantly in field‑based settings.
* Commitment to coaching and relationship management, demonstrating people skills and working effectively with stakeholders.
* Resilience and emotional intelligence to cope with and manage difficult situations, showing empathy.
* Willingness to share learning with peers, guide, train and coach others and participate in cross‑departmental workstreams where required.
* Commitment to attend face‑to‑face training sessions as well as virtual sessions and e‑learning.
* Commitment to understand the challenges and opportunities that exist in the communities in which we work, valuing lived experience in social housing.
* Passion to advocate on behalf of people and communities.
* Commitment to work in partnership with others for the benefit of Great Places.
* Commitment to continuous learning and improvement.
* Ability to work flexibly and, when needed, outside normal working hours to ensure service continuity.
* Ability to work in uncertainty.
* Professionalism, integrity, inclusivity and respect for diversity.
What we give you in return for your hard work and commitment
* Pension DC Scheme (up to 10% contribution from both colleague and Great Places)
* SmartTech loans and other financial flexibilities
* WPA Healthcare auto‑enrolled at no contribution level with savings available; option to add family members
* Market Place high‑street restaurant & supermarket discounts, gym memberships, cycle‑to‑work scheme, smart tech loans and more
* Annual leave: starts at 26 days, increasing to 30 days within 5 years (plus Bank Holidays)
* Reward & Recognition – “You Count” rewards for going above and beyond
* Help with transport: season ticket loans to use discounted public transport rates
* Wage Stream: early access to wages and savings opportunities
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver great services. All benefits can be used both inside and outside of work.
Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment.
All successful applicant(s) will be subject to a basic criminal records background check. Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website.
The Company
Great Places Housing Group exists to improve the lives of the people living in our 25,000 homes across the North West and Yorkshire. We are much more than just a landlord, providing a wide range of services and promoting partnership work to create vibrant, sustainable communities.
We are committed to inclusive hiring, embracing diversity, difference and building a workforce that reflects the diverse communities we serve.
Should you need any support or information throughout the recruitment process, please reach out to our recruitment team at [email protected].
#J-18808-Ljbffr