(Homes & Estates)
Job Description
Pod: Community
Stem: Homes
Reports to: Homes Manager
Direct reports: None
Red Kite’s Expectations
Our Community Pod is a team of multi-skilled professionals responsible for delivering housing management services to tenants. We are a mobile, responsive, and task-based team committed to excellent customer service. As a specialist, you will ensure that Red Kite and its tenants look after our homes and communities, providing excellent service experiences.
Key Responsibilities
* Providing a responsive mobile working solution to tenants, leaseholders, colleagues, and stakeholders requests for service.
* Taking ownership of planned home audits and visits, ensuring follow-up so tenants are informed about available support.
* Carrying out home visits for mutual exchanges, tenancy amendments, landlord permission requests, accompanied viewings, home checks, and tenancy visits at 6 weeks, 6/9 months for new and potential tenants.
* Being proactive and passionate in handling complex issues like subletting, succession, and non-occupation to ensure appropriate outcomes.
* Responding empathetically to vulnerable tenants and signposting to partner agencies.
* Being highly organized and effective working independently and within a team.
* Being open, honest, and owning situations.
* Recording and providing accurate reports.
* Identifying solutions to improve processes continually.
* Managing emergency situations calmly and empathetically.
* Collaborating with colleagues, tenants, leaseholders, and community stakeholders to improve schemes and estates.
* Taking responsibility for health and safety incident reporting and investigations.
* Responding to requests from other business areas, such as evictions and right-to-buy home visits.
* Coordinating contact within your area, ensuring tenants see you as the first point of contact and trust you.
Our essentials
* A supportive, engaged team player prioritizing tenants.
* Approachable, reliable, and trustworthy.
* Adaptive communication skills.
* Professional approach and commitment to customer care.
* Willingness to develop and share skills and knowledge.
* Trusted influence on service delivery.
* Living our values of Partnership, Respect, and Pride.
Added extras
* Passion for growth, innovation, and continuous improvement.
* Collaborative, influential, and engaging working style.
* Experience with people development as part of daily work.
* Flexibility to provide the best tenant experience.
* Honesty and ownership of situations.
Qualifications, Skills & Experience
* Full UK driving licence and access to a vehicle for business use.
* Awareness of safeguarding adults and children.
* Experience with health and safety, lone working.
* Professional approach to housing management services.
* Relevant CIH Qualifications (preferred).
Tenant-led in all we do.
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