Are you a proactive, experienced housing professional ready to make a difference to young people’s lives? Join YMCA Doncaster as our Accommodation Manager and help to provide and improve services that young people can rely on.
We are a youth-focused registered provider of social housing, currently providing 30 bedspaces with ambitions to create more.
This role is focused on landlord services and compliance, particularly with regard to voids, rent / service charge collection, the pro-active resolution of behavioural / engagement issues and the processing of complaints.
We currently provide youth support coaching via a separately managed programme; oversight of this does not currently form part of the Accommodation Manager role.
As a part of our management team, you will be involved in dealing with staffing, client or other issues across the wider organisation as they arise, and you will be part of our On Call rota.
You will be able to develop a strong understanding of our various services and users, and particularly the issues arising in an accommodation setting for young people.
You will have strong recent experience, an understanding of relevant regulatory issues and great organisational skills.
Job Purpose
To manage YMCA Doncaster’s accommodation provision, being responsible for rent collection, void management, behaviour management, engagement in other YMCA Doncaster provision and the monitoring of performance across those areas, and to manage occasional funded projects as agreed.
Main Responsibilities
* To be accountable for meeting or exceeding targets for rent collection, applications and void management.
* To oversee the proactive management of behaviour, engagement and complaints.
* To provide line management to the accommodation team including recruitment, induction and training.
* To advise senior staff on matters impacting policies or procedures, and to bring day-to-day experience to developmental / strategic discussions.
* To contribute to gathering information and evidence relating to the regulatory framework for registered providers, safety issues and other licencing and similar matters.
* To take responsibility for the operation, performance and monitoring of funded programmes as agreed (eg food cupboard stocks, move on grants, resident voice).
* To maintain effective relationships with resident clients, ensuring the provision of a professional and customer-focused service.
* To oversee YMCA Doncaster’s client recording system for residents and other beneficiaries, including implementation, inductions and troubleshooting.
* To submit CORE and other individual returns as necessary.
* To manage specified income and expenditure budgets, ensuring good value and identifying cost-saving opportunities.
* To provide regular and occasional reports as required, including for the monitoring of targets.
* To cover accommodation, reception or other duties where necessary in times of absence or vacancies.
* To act as a shift Duty Manager, including dealing with any safeguarding, staffing, client or other issues arising during periods of duty.
* To be part of the On Call rota with two or three others, responding effectively to concerns. This will include finding cover in the case of sickness or other absence, or covering a shift at short notice when no other cover is available.
* To develop and maintain appropriately professional relationships with clients, users and other staff, and to maintain confidentiality at all times.
* To represent senior staff and the Association positively in all relationships, both internal and external.
* To work within the policies and procedures of YMCA Doncaster, and to contribute to their development.
* Other reasonable duties as required from time to time by the Line Manager.
Person Specification
* Recent relevant experience in social housing including management of voids, rent / service charges collection, behavioural issues and complaints.
* Educated to level three or higher, preferably with a Housing Management or similar qualification.
* Experience of managing a complex and unpredictable workload effectively.
* Experience of managing people including induction, regular supervision and performance management.
* Experience of efficient task management, including giving clear instruction and taking remedial action where necessary.
* Able to work within organisational procedures and clear structures.
* Experience of monitoring performance and meeting targets.
* Able to be assertive and persistent where necessary to get things done.
* Understanding of the key regulatory and political issues for social housing in England.
* Able to develop a strong understanding of YMCA Doncaster’s services and users, and to adapt as changes take place.
* Able to take a proactive and preventative approach to the work.
* Strong organisational and administrative skills, including attention to detail when inputting data and creating reports.
* Able to use Microsoft Word and Excel to a high standard, and able to implement or adapt to new technologies where efficiency can be improved.
* Effective verbal and written communication skills, including the ability to communicate well with colleagues as well as with customers or clients with complex needs and / or challenging behaviours.
* Capable of taking responsibility for unexpected situations and making significant decisions in accordance with policy.
* Able to carry out monitoring patrols across indoor and outdoor areas including four floors and two stairways, and to deal with any issues arising.
* Experience of maintaining confidentiality and appropriate relationships, and a clear understanding of the importance of those.
* Able to work varied and unsociable hours where needed.
* Able to cover as part of the On Call rota and to attend site within two hours in the event of an emergency.