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Neighbourhood Officer

3 months ago

Manchester, United Kingdom Countryside Properties Remote Work Freelance Full time

Salary £35,700 Pa

Location Manchester (agile working arrangements in place)

The vacancy

Contract Type: Permanent, Full Time or 12 month fixed term opportunities available  

Hours: 35 hours per week, Monday - Friday     

 Closing date:  23 August 2024 

Interview dates: 05 September 2024  

Interview location: Soapworks, Salford Quays, Manchester   

Our organisation is all about people – the people who live in our homes, the communities we serve, and those we work with.  So, it’s no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done.        

As a not-for-profit housing association, we provide homes and services to over 20,000 people across Greater Manchester. We build more affordable new homes, make a difference in the communities we serve, and support our colleagues to enjoy work, learn and grow.       

Our customer corporate objective is, to help customers to achieve and maintain a successful tenancy by providing a home that’s right for them and offer tailored support when and where needed.  To do this we will; Create a place based tailored service that provides clarity of responsibility for both colleague and customer, where we do what we say and have a clear focus on outcomes.         

This role will help us to do this by working with all relevant teams to deliver a customer focused Tenancy & Estate Management service within our communities and attain excellent performance standards and outcomes.      

In this role, you will be responsible for   

  • Responsible for visiting customers, providing advice and reviewing tenancies. 

  • Management of identified neighbourhoods, their environment and customers;   

  • Working closely with Community Safety Officers, as well as managing a case load of Low Harm  Anti-Social Behaviour to keep our communities safe 

  • Responsible for viewing and sign ups across neighbourhoods in a timely manner, supporting customers to maintain tenancies 

  • Getting to know our customers so we tailor our services to meet their needs accordingly  

  • Support the estates team to tackle estate management priorities such as litter, fly tipping and graffiti.  Such as; assisting with enforcement through the LA or leading on clean up days and community events as well as education activities for residents   

  • Collaborate with internal and external stakeholders to delivered desired outcomes for customers and communities 

  • Monitor performance in all functions against KPIs and use data to inform decision making and add value to drive improvements in terms of cost, quality and productivity to maximise returns and customer satisfaction to continuously improve operations and outcomes 

  • Using a place-based approach, work with partner agencies, voluntary agencies and residents   

  • To champion, promote and adhere to our Customer Service Standards   

  • Support the roll out of our Digital Services, including providing support to customers to register and use the IVH App.      

We need people who are / have   

  • Experience of working in a similar role with experience of working closely with customers to tackle complex issues, such as ASB, tenancy & neighbourhood / estate issues   

  • Experience of dealing with people from diverse backgrounds 

  • Knowledge of social housing and it’s legislation    

  • Be IT literate including Microsoft Office 365   

Due to the nature of the role you must have a flexible approach to working hours and hold a valid driving license due to the travel involved in the role.      

Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.       

If you want to be part of our team and help us make a difference, we’d love to hear from you.   

#neighbourhoodofficer #ASBjobs #tenancyjobs #neighbourhoodjobs #housingjobs #recruiting #Manchesterjobs

INDLOW

About us

We are a not-for-profit housing association, providing affordable homes and services to over 16,000 people across Greater Manchester. We build affordable new homes, work with partners to reduce homelessness, and support people to reach their potential.

Our organisation is all about people – the people who live in our homes, the people in the communities we serve, and the people we work with.

So, it’s no surprise that we recruit for attitude and behaviour which are central to us delivering great experiences for everyone

We employ people who are passionate about making a difference who can take responsibility and get things done. And we have developed a culture that supports people to do this.

Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues. 

Our Communities team pride themselves on delivering a fantastic service to our customers, representing the customer voice throughout the organisation and striving to make a real difference in people’s lives

Forging strong relationships with our customers is central to what we do, none more than in our Customer Service and Support Team who assist customers with all aspects of housing, they really are a clued-up bunch They also manage a full range of digital contact channels including live chat, social media, our app and of course the telephone so are skilled as well as knowledgeable

Our customers are important to us, and we want them to feel that way, which is why our Communities Team support residents to manage their tenancy and make sure neighbourhoods are clean, safe and places you're proud to live. It’s a great feeling for the team knowing they can help to make services better for our customers

We are constantly striving to find innovative solutions to support customers and focus improve our customer experience. Whether it’s developing an app, streamlining process or finding service improvements, they always have the customer at the centre of what they do

We’re committed to doing what we say we’ll do, keeping customers updated, building rapport and problem solving.

Stats:

  • 483 people moved into one of our homes last year
  • We engaged with 3,400 customers, on everything from our new cleaning contractor to building safety measures.
  • 90% of customers were happy with how they were treated last year
  • 80% of customers were happy with their last contact with us
  • We handled over 75,000 customer contacts last year
  • We continuously work with customers across the organisation including our Resident Scrutiny Panel, Customer Offer Panel and Community Champions.

“Thank you for your interest in joining our Communities Team. For us, the Communities team is all about being reliable and respectful in the way that we interact with customer’s and colleagues. The team is a tight-knit bunch who all share the same ethos, to deliver excellent customer service and have fun doing so We are genuinely passionate about helping customers and delivering a great service to them. To do this, we give our colleagues the right training and support, offer some great benefits, and promote a positive, inclusive culture where everyone is able to deliver their best service by being their best self. If you share our goal in ensuring Customers can live well in their homes and Communities, I’d love to welcome you into the team”

Ross Powell, Head of Customers and Communities

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Irwell Valley Homes is a great place to work, but don’t just take our word for it… find out what it’s like to work here from our colleagues… 

We offer a fantastic range of benefits which include:

Stakeholder pension scheme

Up to 30 days holiday a year

Two days every year to volunteer in the local community

£150 Perkbox allowance – plus access to hundreds of discounts and freebies

Professional membership fees paid

Tax-free
green car
scheme

Loans scheme for travel season tickets

Counselling and well-being programme

Enhanced maternity and paternity leave

Good Employment Charter

Disability Confident

Armed Forces Covenant

Living Wage Employer

Houseproud

Documents

Soapworks

  • visitor guide
  • DownloadRecuitment of Ex Offenders Policy
  • Download2022-2025 Corporate Plan
  • DownloadNeighbourhood Officer Person Spec
  • May 2024.docx
  • DownloadNeighbourhood Officer JD
  • May 2024.docx
  • Download