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Head of Resident Experience
5 months ago
**About The Role**:
**Working Hours**:35 Hours per week
**Contract Type**: Full-Time, Permanent
**Application Instructions**:
- To be considered, please upload in the 'Supporting Documents' section of the Additional Information:_
- _Your CV_
- _An expression of interest that sets out how you meet the Role Accountabilities (max 2 pages)_
- _A statement of suitability in respect of the Key Behaviours, Skills and Technical Requirements (max 2 pages)_
**Closing Date**:09 April 2024
Manchester City Council is looking to appoint a Head of Resident Experience & Engagement to support it's Housing Services function. This role is a Senior Leadership position, responsible for the delivery of Resident-facing services to our 30,000 Social Housing tenants, who reside in our 12,500 Council owned homes.
The post holder will be responsible for providing effective leadership to multiple 'front-line' services, including; the Customer Service Centre, the Housing Complaints & Resident Feedback service and the Resident Engagement and Experience Teams.
This is an exciting and varied role, which would suit someone with extensive knowledge of delivering front-line Customer Services in the Social Housing sector. There is a requirement for the post-holder to have a detailed understanding of the Consumer Standards, as set out by the Regulator of Social Housing - in particular the 'Transparency, Influence and Accountability Standard', which focuses on Resident Voice and Engagement.
This role will also require someone with extensive knowledge of the Statutory Complaint Handling Code, as set out by the Housing Ombudsman, as they will be responsible for providing an exceptional Complaints and Feedback service, which is fully compliant with the code.
You will need to demonstrate how you motivate and engage both your teams and customers, to work productively with you to drive positive change.
**About Us**:
We’re the local government authority for Manchester, and have teams across the city helping to make this a great place to live for everyone. We’re proud to do local government differently, in a city with an international reputation for diversity, creativity, culture and passion.
When you join us, you’re joining a team of over 7,000 council staff helping to make our ambition for Manchester a reality. Whatever your role, you’ll be supporting our residents and communities to be the best they can be, and helping to build a Manchester that's fairer for everyone who lives, works, volunteers, studies or plays here.
To make our ambition a reality, every person we recruit needs to play their its part. It takes a certain type of behaviour, attitude and way of working to get Manchester where it wants to be. Our people and partners have agreed five ‘behaviours’ - the grounding for how we must work together and treat one another:
- We take time to listen and understand
- We work together and trust each other
- We show that we value our differences and treat each other fairly
- We ‘own it’ and we’re not afraid to try new things
- We’re proud and passionate about Manchester
A career with us means you can be yourself, thrive, and build the career your talent and ambition deserve.
**Creating an inclusive team at Manchester City Council**
**Guaranteed Interview Scheme**
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
**Accessibility**
As a Disability Confident Employer, we provide support for employees with physical or mental-health conditions, a disability or neurodiversity. Our workplaces are accessible by design, and we make workplace adjustments including providing aids, adaptations and equipment. These, combined with our flexible working policies such as disability-related leave, enable our employees to perform their role, thrive and be their authentic selves in work.
**When you join us**
We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.
**Other relevant information**
Greater Manchester Continuous Service Commitment
Who we are - Manchester City Council
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