Job Description

Are you a dynamic leader passionate about delivering exceptional housing services and creating positive communities? We're looking for an experienced manager to support the Head of Housing and Regional Assistant Director in driving customer excellence and achieving our corporate objectives.


In this role, you'll lead a team of Housing Partners to deliver high-quality tenancy, property, and neighbourhood management services--putting the customer at the centre of everything we do. You'll play a key role in shaping and developing the housing service, using systems and innovative ways of working to improve efficiency, accountability, and outcomes.


With a strong, hands-on leadership approach, you'll foster a positive and empowering environment where colleagues are motivated to thrive and succeed.

Key Responsibilities

Accountable for all aspects of Octavia's housing management service in the local defined geography Effectively coordinate our resources to ensure we improve customer satisfaction, maintain regulatory compliance and learn from complaints and service feedback Review and develop policies and procedures, identify opportunities for service improvement and value for money, and implement effective change when required Collaborate with other Regional Housing Partnership Managers to deliver consistency of service experience for our customers Use audit and reporting tools to monitor targets and standards of service and provide assurance to the Head of Housing Service and Regional Assistant Director (RAD) that performance and compliance targets are met Plan and implement a successful and sustainable approach to new communities that move into the new build properties Work with Housing Partners to monitor and support neighbourhoods within your defined geographical area, responding to failing areas by developing and delivering time limited neighbourhood improvement plans Responsible for delivering the day-to-day tenancy and leasehold management services through a team of Housing Partners, providing advice and guidance for customers from the start to the end of their tenancy, dealing with tenancy breaches, and serious incidents You will ensure Housing Partners are fully aware of their safeguarding responsibilities and act as a focal point for internal and external communication and action Manage a high performing, motivated, values-based team through effective performance management such as: regular 121s, monitoring and quality checking, absence and attendance reviews, capability, disciplinary, personal development, and recruitment Support and lead your Housing Partnership Team, to have the skills, knowledge, behaviours to deliver exemplary services Develop and maintain collaborative working relationships with internal departments and other external agencies and key local stakeholders to ensure that we are working towards shared outcomes and tenancy sustainment and communities where customers want to live and thrive Support and respond to emergency situations within and outside normal operating hours Be responsible for Regional Housing Partnership Budgets ensuring they are controlled and optimised

Requirements

For this position, we have listed the requirements we believe are essential for this role:

Knowledge, Skills & Experience

Experience of implementing strategically led projects Experience of leading a high performing customer facing team A confident leader who has an understanding that delivering an exemplary level customer service starts with the colleague Experience of implementing strategically led projects. Significant experience of working in housing management and delivering customer focused services. Experience of using both legal and non-legal remedies for breaches of tenancy including court processes Experience of reporting and analysing data, using CRM systems to record customer contact, case management system and a good level of overall IT skills Experience / knowledge of using agile working systems

Qualifications

CIH Level 4 housing qualification or equivalent or a commitment to enrol within 12 months and complete in a reasonable period of time. with significant experience in a tenancy and neighbourhood management GCSE pass or equivalent in Maths and English

Benefits

The salary for this role is 54,751.56 per annum with up to 10% pension contribution.


We also offer a fantastic additional benefits:

Flexible-working Life Assurance Employee Wellbeing App/ Mental Health Support Online GP Service Cycle to work Opportunities for self-development with over 60 courses available to self-enrol Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.