Overview
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 making them 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.
Responsibilities
* 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 paying their rent, supporting budgeting, setting up realistic payment plans and taking court action as a last resort.
* Ensuring an effective response 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 ensure the protection of 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.
* Commitment to continued professional development.
Qualifications
* Experience of working in the housing sector or in a similar role is desirable.
* Understanding of estate and tenancy management and experience of delivering a range of tenancy management related services is desirable.
* Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service tailored to an individual's needs.
* Excellent written and verbal communication skills.
* Ability to organise, time-manage and prioritise work load 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 Customer relationship management software systems.
* Proficient in the use of the full range of Microsoft Office applications.
* Hold a full UK driving license and have access to a vehicle for use at work.
* Basic DBS check required.
Benefits
* Annual leave starting at 26 days, increasing up to 30 days within 5 years plus Bank Holidays.
* Reward & Recognition – You Count Rewards for going 'above & beyond'.
* Transport support – season ticket loans and discounted rates for public transport.
* Wage Stream – savings opportunities and early access to wages.
* Health & wellbeing – access to healthcare auto enroll and support for family members.
* Our commitment to safeguarding children, young people and adults and promoting the welfare of all staff.
EEO Statement
Great Places Housing Group is an equal opportunities employer. We welcome applications from all qualified individuals regardless of race, gender, disability, sexual orientation, age, religion or any other protected characteristic.
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