Role Title: Head of Housing and Communities Reporting To: Director of Operations Grade: EVH Grade SM 6-8 Job Purpose: To lead the housing management and community regeneration teams to ensure the provision of high-quality customer focussed services to tenants of the Association and the wider community. To be an effective member of the Senior Management Team, working collaboratively with the Director of Operations, Head of Property and Communities, Head of Assets and Investment, senior managers, the immediate team and the wider organisational teams to deliver responsive and effective services which meet the needs of customers and builds excellence, capacity, knowledge and understanding in the front-line teams. To develop services which put customers at the heart of the service and to drive a performance management culture. Hybrid working · This post will require the postholder to be in the office or on site a minimum of 3 days per week or 60% of the working week. · During the probationary period the postholder may be required to be in the office 5 days per week. Key Responsibilities: Functional · To lead delivery and implementation of outstanding housing management and community regeneration services creating a culture of ‘customer first’ with a focus on delivery, performance, quality and value for money. · Develop services that embed great customer experience and lead the development and delivery of the Customer Engagement Strategy. · Develop approaches in the delivery of services to improve customer satisfaction. · Develop and review the performance management framework for all areas of responsibility ensuring data integrity when reporting progress against organisational targets. · Lead and facilitate continuous improvement in key areas of operational performance such as arrears, voids estate management services, anti-social behaviour and community regeneration etc ensuring that customer engagement and feedback is at the core of service delivery. · Take the strategic lead on relevant areas of joint working with other landlords and partners such as allocations, homelessness etc. · Ensure that the Association’s housing management, neighbourhood management and community regeneration functions work with and support other agencies such as health providers, the police, social services and other third sector organisations in Maryhill to ensure that vulnerable tenants receive support and assistance. · Maximise funding and grant opportunities which meet the Associations key aims and objectives to improve the customer experience and provide wider action initiatives to the communities served by the Association. · Ensure that any grant funding criteria is met ensuring that any required returns or reporting is carried out in line with the terms of the funding and or grant award · Manage and mitigate operational and strategic risks surrounding housing, customer services and community regeneration activities. · Set and manage budgets for the housing and community regeneration team in line with the published timetable. · Actively contribute to the Association’s medium term and long-term financial plans including ensuring robust forecasts of key financial performance such as rent arrears, void loss and bad debts etc delivering value for money and managing risk. · Develop and deliver key strategies and policies relating to areas of responsibility eg rent arrears, estate management, anti-social behaviour and Customer engagement etc. · Work with the Head of Property and Neighbourhood and Director of Operations to mitigate against the risk of difficult to let stock in the short, medium and long term. · Act as the lead officer for the management of sex offenders through the Multi-agency Public Protection Arrangements (MAPPA). · Work closely with the Director of Resources in developing the rent review timetable each year. · Lead and oversee the annual rent and service charges consultation process and implementation of any agreed increase in line with the agreed timetable for delivering the project. · Annually agree the key priorities for the for the Housing Management, and Community Regeneration teams. Organisational · Ensure implementation of the Association’s Equality and Diversity Strategy as it relates to the delivery of services by the Housing Management and Community Regeneration Teams. · Contribute to the preparation of the Association’s Annual Businesses Plan. · Contribute to and review the relevant sections of statistical returns such as the Annual Return on the Charter as they apply to areas of responsibility. · Produce clear concise reports for Senior Management Team and Board to facilitate appropriate strategic decisions. · Establish skilled, well supported and well-motivated Housing Management and Community Regeneration Teams. Empower the Housing Management and Community Regeneration Teams to act with minimum supervision needed to ensure probity and efficiency through the development and review of procedures and processes · Ensure the Housing Management, Community Regeneration share a common vision and are oriented towards delivering outstanding customer service · Be outward looking and apply new ideas and best practice from inside and outside of the sector to Maryhill. · Build excellent rapport and effective partnerships with customers, stakeholders and contractors · Actively break down organisational barriers to solve problems and deliver the best possible service for customers. · Identify potential cost saving opportunities and deliver cash efficiencies for the Association. · Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback, including working positively to support our tenant scrutiny group and Registered Tenants Organisations · Support and develop Operational Managers to build strong, motivated, engaged teams Team Wide Duties General Any other relevant duties as agreed with the Director of Operations Oversee the recruitment of new staff into the team. Line manage the Housing Managers, Community Regeneration Manager, Trainee Housing Officer and Income Maximisation Manager Corporate Responsibility · Act as a role model within the Housing Management, and Community Regeneration Teams, leading by example by adopting a coaching approach. · Enthuse and inspire the teams to adopt our values and behaviours · Ensure compliance with all regulatory, statutory and legal requirements and other directives · Comply with MH’s policies including our Code of Conduct, Health and Safety, Anti-fraud and Bribery and Equality, Diversity and Inclusion policies etc · Ensure effective communication in plain language, both internally and externally; to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make · Maximise the use of ICT to improve efficiency, increase productivity and develop new and existing services and actively promote the interests and activities of the Association through digital and social media. · Lead and administer the Associations customer wide satisfaction survey, developing innovative methods of engagement ensuring regular updates of satisfaction information. · Attend Board meetings and away days as required · Deputise for the Director of Operations when required · To be a member of the Associations Business Continuity team and be available to support the continued delivery of services in an emergency during both office hours and out of hours