Hybrid Neighbourhood Services Manager - Tenant Support

Great Places Housing Group; Oldham; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Great Places Housing Group in the United Kingdom is seeking a Neighbourhood Services Manager to be the primary contact for customers across a defined patch of properties, delivering a comprehensive and responsive housing management service that supports residents to resolve issues and become more independent.

The role involves tenancy management, rent account oversight, safeguarding, and working with partners to improve neighbourhood sustainability.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Time management

Relationship building

CRM software

MS Office

Driving licence

DBS check

Tools

CRM systems

Job description

Great Places Housing Group in the United Kingdom is seeking a Neighbourhood Services Manager to be the primary contact for customers across a defined patch of properties, delivering a comprehensive and responsive housing management service that supports residents to resolve issues and become more independent.

The role involves tenancy management, rent account oversight, safeguarding, and working with partners to improve neighbourhood sustainability.