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Neighbourhood Services Manager
5 months ago
**Salary**: £30,000
**Job Type**: Full Time, Permanent
**Location**: GM South Region
**Benefits**: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.
Reporting to the Neighbourhood Operations Manager, the Neighbourhood Services Manager has direct responsibility for the delivery of a high quality housing and neighbourhood management service to customers in their patch. Working mostly from your patch, youwill ensure sustainable neighbourhoods, self-sufficient customers and an exceptional ‘first point of contact resolution’ customer experience. The Neighbourhood Services Manager will operate inline with the Service Delivery Framework and according to our purposefor Customer Services at Great Places.
**KEY RESPONSIBILITIES**:
Develop an in-depth knowledge of neighbourhoods, properties and customers within the patch and focus on making connections with customers and other stakeholders.
To be present in neighbourhoods, undertaking regular estate inspections and monitoring of neighbourhood service contracts, addressing property and estate management issues and taking steps to address any contract under performance.
Set clear expectations around upkeep and maintenance of homes and including implementing the rechargeable repairs process.
To handle tenancy-related queries in accordance with contractual requirements and Great Places policies and the Service Delivery Framework.
To undertake referrals to the Tenancy Coach or sign-posting to external agencies where longer term or complex advice and guidance is required.
Use a range of media to connect with and update customers, including digital and social media, as well as face to face, telephone and SMS.
Provide informal ‘arm around the shoulder’ support and guidance to digitally excluded customers, supporting them to access on line portals and enabling them to access Great Places on line services as well as the services of partners, utilities, welfare benefitsetc. in a self-sufficient way.
To sign post customers to other local and national services that can provide support with digital inclusion training and employment support.
To 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 protectionof Great Places customers and the wider community.
To work collaboratively with other agencies to deliver interventions where necessary in case management or for the prevention of anti-social behaviour.
To carry out mediation with customers as a means of resolving issues quickly and preventing escalation.
Where enforcement is necessary, work collaboratively with the Legal Services and Complex Case Specialist and Legal Service Providers as required, including attending court where necessary.
To ensure effective marketing of vacant homes in accordance with Great Places policies and make allocations that meet the needs of the customer and the business.
Undertake new tenancy sign ups in a timely manner with a view to ensuring a clean start for customers in their new tenancy and that the expectations and responsibilities on both sides are communicated and understood
Promote mutual exchange as a means of meeting housing need and support customers through the process.
To undertake the full rent account management process focusing on balancing the needs of the customer with those of the business, and including having proactive discussions to devise payment plans, coaching customers to identify solutions to account issues,supporting budgeting and taking court action as a last resort.
To provide advice and guidance to customers around Universal Credit other welfare benefits and advocate that customers take appropriate actions themselves where relevant, in line with the principles of the Service Delivery Framework.
**Neighbourhood Services Manager**
**Person Specification**
**QUALIFICATIONS & PROFESSIONAL MEMBERSHIPS**:
Qualified to minimum GCSE grade C or equivalent in English and Maths.
Relevant professional qualifications/ memberships desirable (Institute of Customer Service qualification, CIH qualification).
**EXPERIENCE & SKILLS**:
Experience of working in the housing sector and in a similar role
Good working understanding of effective estate and tenancy management and experience of delivering a range of related services, adopting a proactive approach to the identification of issues and the attempt to resolve before they escalate.
Basic understanding of property condition issues and committed to maintaining the condition and appearance of properties, estates and neighbourhoods - we call this ‘Love our Assets’.
Able to demonstrate knowledge on current issues and an awareness of up and coming regulatory and legislative changes.
Ability to deliver difficult messages in challenging circumstances.
Working knowledge of welfare benefits and Universal Credit.
Adaptable to use a range of external software systems e.g. CRM, housing management and case management systems.
Holds a full driving license and has access to a vehicle for use at work.
QL Experience preferable / desirable but not essential.
**PERSONAL ATTRIBUTES**:
Commitment to coaching and relationship management.
Willingness to share learning with peers, guide, train and to coach others and participate in cross departmental work streams where required
Have resilience and emotional intelligence to be able to cope with and manage difficult situations, whilst showing understanding and empathy
Ability to establish networks and local knowledge, and connect with local partners that will help meet customers needs
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