The role of Housing Officer will include:
1. Managing a Team of Scheme Managers who oversee the day to day running of Schemes across a geographical area.
2. Meeting all legislative and regulatory requirements for housing management activities, ensuring the provision of quality and safe homes for Sanctuary Housing Services' current and future customers and to minimise potential risks
3. Providing effective tenancy and resident management in line with the prescribed internal policies and good practices to build community cohesion
4. Delivering a high quality housing management service that meets the needs and expectations of current and future residents and the wider community in line with Sanctuary Housing Services' business plan
5. Developing, building and maintaining relationships with current and future customers and other key internal and external stakeholders to ensure the effective management of housing management services, identifying any shortfalls in service delivery and ensure these are acted upon
6. Updating and maintaining all manual and computerised records in an accurate and timely manner to ensure compliance with the Group’s Record Management and Data Protection policies
7. Ensuring the effective management of complaints in line with policy, focussing on first contact resolution and the identification of future learning opportunities to achieve customer service excellence
8. Supporting the service charge setting and scheme accounts production processes. Including ensuring that customer queries are investigated and responded to in a timely manner
9. Managing the recruitment, performance and development of quality staff to ensure that skilled staff are available to meet business needs and individual accountabilities
Skills and experiences:
10. Literacy and numeracy equivalent to passes in GCSE English and Maths and an NVQ3 in relevant area
11. Recent experience of undertaking a similar role and delivering high quality tenancy services
12. Proven experience of analysing and diagnosing problems and implementing solutions
13. Excellent communication, Organisation and customer care skills
14. Good negotiation and presentation skills
15. Proven experience of good practice resident involvement activities
16. Excellent understanding of written and spoken English
17. Working knowledge of relevant regulations and good practice
18. Experience of managing staff
19. Travel is a requirement of the role, therefore a full valid driving licence is essential
Why work for us?
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.
Our Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
20. 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
21. A pension scheme with employer contributions from Sanctuary
22. Life Assurance
23. Employee Advice Service including counselling
24. Cycle to Work scheme
25. Voluntary health plans
26. Employee discounts
27. Wellbeing support and tools
28. Employee recognition scheme
29. Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
30. Role salary is £35,947 per year (pro rata)
(if the link is unavailable please visit the Sanctuary careers website)