Job Description

Position Summary

The Scheme Manager reports to the Housing Officer and is part of the Housing Operations department. This role is based in the Scheme and Community and requires a flexible approach to working hours, with significant and regular travel. The purpose of the job is to encourage residents to maintain their well-being and independence while supporting the delivery of high-quality, safe, and value-for-money housing management services that align with both customer and organizational goals. The job holder must understand and fulfil their responsibilities regarding Health & Safety and Equality & Diversity at all times.

Key Accountabilities

Promote resident well-being and independence by providing high-quality, safe, and value-for-money housing support services. Ensure compliance with all legislative and regulatory requirements for housing services to maintain clean and safe homes for customers. This includes conducting compliance testing, risk assessments, and scheme inspections. Promote resident involvement and provide information on local community services and agencies to support well-being and independence. Effectively manage relationships with stakeholders, service providers, contractors, and residents, addressing any service delivery shortfalls. This may involve consultations for service improvements, resolving problems, or initiating resolution and keeping customers informed. Coordinate local services to ensure schemes are maintained as clean and secure, in accordance with Group standards and lease obligations. Monitor contractor performance, taking appropriate action and escalating complex issues when necessary. Deliver high-quality customer service by resolving problems and complaints, focusing on first-contact resolution when possible, and referring more complex issues as needed. Provide administrative support for housing services, which includes maintaining accurate records and assisting with resales. Assist the Housing Officer with setting and monitoring budgets and accounts, as well as supporting effective income recovery. Contribute to special programs and projects that support the Group's values and objectives.

Qualifications and Experience

Essential:

Numeracy and literacy skills equivalent to a GCSE Grade C or higher in English and Maths. A full, current driving license. Some experience working in a support capacity with older people, including an understanding of their individual needs. Working knowledge of key needs and services available to residents. Working knowledge of good practice in resident involvement and customer participation activities. Working knowledge of working to deadlines and prioritizing workloads. Working knowledge of effective communication at all levels. Some experience with problem-solving and implementing effective solutions, including making referrals. Working knowledge of handling confidential and sensitive information.

Desirable:

NVQ3 in a relevant area, such as housing or health and social care.

Skills Required

Essential:

Good understanding of written and spoken English. Good communication skills. Good interpersonal and customer care skills. Ability to interpret and maintain computerized information and documentation. Basic Microsoft Word skills. Email and internet communication skills.

Desirable:

Experience using housing management software. Basic Microsoft Excel skills.
Job Type: Part-time

Pay: From 13.50 per hour

Expected hours: No more than 40 per week

Additional pay:

Loyalty bonus Yearly bonus
Benefits:

Flexitime
Schedule:

Monday to Friday
Work Location: In person