The role of Scheme Manager will include:
1. Promote resident involvement and provide information on local community services and agencies to promote wellbeing and independence
2. Meet all legislative and regulatory requirements for housing services activities to ensure clean and safe homes for the Group's customers, including undertaking compliance testing, risk assessments and scheme inspections and ensuring faults are reported and monitored
3. Effectively manage relationships with key stakeholders, service providers including contractors and residents, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately
4. Coordinate the delivery of local services in accordance with Group standards and lease obligations, and monitor contractor performance, take appropriate action and escalate more complex issues as appropriate
5. Ensure the delivery of high-quality customer service by resolving problems and complaints or setting into motion the means of resolution, focusing on first contact resolution where appropriate and to refer more complex issues as necessary
6. Provide administrative support and assist the Housing Officer with the setting and monitoring of budgets and accounts and support effective income recovery
Skills and experiences:
7. Numeracy and literacy to the equivalent of GCSE Grade C or above in English and Maths
8. Some experience of working with older people in a support capacity and understanding their individual needs or similar
9. Working knowledge of good practice resident involvement or customer participation activities and practices
10. Some experience of problem solving and implementing effective solutions, including referrals as needed
11. Ability to interpret and maintain computerised information and documentation
12. Working knowledge of handling confidential and sensitive information
13. We are looking for someone who is flexible and confident travelling to other schemes when needed — whether for training, meetings or occasional cover. Having a full driving license and access to a vehicle will be required and business mileage is reimbursed
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:
14. 25 days annual leave (rising to a maximum of 30 days) plus public holidays
15. A pension scheme with employer contributions from Sanctuary
16. Life Assurance
17. Employee Advice Service including counselling
18. Cycle to Work scheme
19. Voluntary health plans
20. Employee discounts
21. Wellbeing support and tools
22. Employee recognition scheme
23. Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
24. Effective 1st April role salary is £26,415 (rising to £27,232 after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)