Senior Housing Officer (Neighbourhood Services Manager)

SENIOR HOUSING OFFICER

(Know as Neighbourhood Services Manager at Great Places)

As a Senior Housing Officer / 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.

What you’ll be doing

• 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.
• Ensure the effective marketing of vacant homes in accordance with Great Places policies and allocate properties  that meet the needs of the customer and the business.
• Undertake 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.
• Ensure 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.
• Ensure safeguarding concerns are dealt with promptly and appropriate action  is taken  in line with legal requirements and guidelines.
• Be 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.

What you’ll need

• Commitment  to continued professional development.
• Experience of working in the housing sector or  in a similar role is desirable.
• An 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.
• Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check

What we need from you

• Ability to complete tasks in an accurate and timely manner when working towards a deadline.
• Able to lone work safely and effectively, able to deliver high quality services predominantly in field-based settings.
• Commitment to coaching and relationship management demonstrating people skills with an ability to work effectively with stakeholders.
• Have resilience and emotional intelligence to be able to cope with and manage difficult and challenging situations, whilst showing understanding and empathy.
• Willingness to share learning with peers, guide, train and to coach others and participate in cross departmental work streams where required.
• A commitment to  attend face to face training sessions as well as virtual sessions and e-learning. This  is vital and of equal importance as the day to day aspects of your role.
• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing.
• A passion to advocate on behalf of people and communities.
• A commitment to work in partnership with others for the benefit of Great Places.
• A commitment to continuous learning and improvement.
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
• An ability to work in uncertainty.
• To be professional and work with integrity, inclusivity and respect for diversity.

What we give you in return for your hard work and commitment

• Pension ¦DC Scheme (up to 10% contribution from both colleague and Great Places)
• WPA ¦Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
• The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Annual Leave ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays
• Lottery ¦ Monthly draw with 1st @ £250, 2nd @ £75 and 3rd @ £50
• Savings Club ¦ You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)
• Help with transport ¦ We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates .

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.