Neighbourhood Services Manager

Great Places Housing Association; Royton; Sur place; GBP 38 000 - 52 000; Plein temps

Avantages offerts par ce poste

Pension DC Scheme

WPA Healthcare

The Market Place discounts

Annual Leave 26–30 days

Reward & Recognition

Transport support (season ticket loans

Wage Stream

Résumé du poste

Great Places Housing Association is seeking a Neighbourhood Services Manager to lead a responsive housing management service within a defined patch. You will support vulnerable customers, resolve tenancy issues, and promote independence across neighbourhoods.

You will be visible on your patch, manage vacancies, and coordinate with partners to deliver sustainable neighbourhood outcomes. A full UK driving license and access to a vehicle are required, with a DBS check applicable.

Qualifications

• Experience working in housing or a similar tenancy management role is desirable.
• Excellent written and verbal communication skills.
• Ability to organise, time-manage and prioritise work load in a hybrid/field-based environment.
• Proven ability to coach customers and empower them to problem solve.

Responsabilités

• Handle tenancy-related queries in line with contractual requirements and policies.
• Provide direct tenancy support to sustain tenancies as a landlord.
• Market vacant homes per policy and allocate properties to meet customer and business needs.
• Manage rent accounts, coach customers on budgeting and payment plans; court action as last resort.
• Address anti-social behaviour swiftly following policy and legal guidelines.
• Undertake estate and scheme inspections and monitor contracts to address issues.
• Collaborate with external agencies/partners to deliver interventions for customers.

Connaissances

Customer service

Communication

Time management

Organisation

Relationship building

Coaching

CRM

MS Office

Outils

CRM software

MS Office

Description du poste

NEIGHBOURHOOD SERVICES MANAGER

As a 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 as and when needed.
• 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 within 5 years+ Bank Holidays

• Reward & Recognition You Count Rewards are individual reward’s for going ‘above & beyond’

• Help with transport We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates .

• Wage Stream You can access savings opportunities and early access to wages

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.

“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.

All successful applicant(s) will be subject to a basic criminal records background check. Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website”.