Housing Officer Team Lead

2 weeks ago

Liverpool, United Kingdom Cobalt Housing Full time

**Job title**: Housing Officer Team Lead (Customer Lead)

**Salary**:£34,590.27 rising to £36,410.81 upon successful completion of probation

**Location**: L11 2SF

Supporting the Neighbourhood Manager, the Customer Lead will manage a small team of Neighbourhood Housing Officers, working in the Norris Green community, supporting delivery of generic housing management including: allocations, arrears, void management, estate management, customer/ resident involvement, lettings and other customer interactions.

This role will take responsibility for ensuring that targets are achieved, and working alongside the Neighbourhood manager in developing strategic objectives and neighbourhood plans. Working with the Neighbourhood Manager and the Income and ASB specialist officers they will help with identifying and addressing Neighbourhood and customer priorities and make sure that their team are motivated and supported.

Other responsibilities for this role include;
- To assist with management of the Neighbourhood team and function within the wider neighbourhood team. To help to lead the delivery of flexible, effective and efficient housing management and customer interaction services, making best use of team resources and available budgets to tackle key identified issues.
- To help to create a supportive, fair and positive culture within which team members are motivated and can develop and maximise their skills and abilities. To use the Continuous Professional Development (CPD) and One-to-One processes effectively to deliver this.
- To assist with the Neighbourhood Plan approach to managing our neighbourhoods. Specifically, to help to gather information that identifies key issues and risks to be addressed and then creation and delivery of an action plan for each neighbourhood, in conjunction with other teams and stakeholders.
- Allocations - support and guide the team to ensure that properties are advertised and allocated at the earliest opportunity with full regard to targets for relets and the sustainability of tenancies. Assist with audits to ensure performance and conformity with process, legislation and our nomination commitment.
- Tenancy Management - lead the officers delivering housing management services, working closely with the ASB and Income specialist officers. To ensure that housing management functions are delivered in line with policies and procedures and to measure the outcomes.
- Customer Contact - lead officers to ensure all tenancy management or asset related matter are resolved as best as possible at first contact. Working with collaboratively to ensure supporting processes and procedure are robust to deliver excellent customer service.
- To work with the team, stakeholders and our legal advisors to agree and approve legal remedies to tackle varying tenancy breaches and protect communities
- To deliver an effective performance management framework within the team to ensure both team and individual performance targets are established, monitored and managed. To assist with the collation and submission of reports on agreed performance areas as requested.
- To actively participate and lead where requested our approach to Service Excellence by helping to develop Service Excellence Plans (SEPs) in conjunction with customers and colleagues. Ensure that these reflect emerging legislative changes, sector risks and opportunities.
- Work with local partners, promoting our products and services in line with corporate objectives and our values.
- Nurture, encourage and lead effective resident involvement within the neighbourhoods served, ensuring that all officers within the CRO team also engage positively with resident groups and individuals.
- To support the evolution of the customer experience with innovative technology.
- To assist in the development of Strategies, Policies and Procedures as required and to ensure conformity within the team to these approaches.

The closing date for the position of Customer Lead role will be Thursday 9th March. Successful applicants should be able to attend an interview week commencing 13th March 2023.

**Job Types**: Full-time, Permanent

**Salary**: £34,590.27-£36,410.81 per year

Schedule:

- Monday to Friday

**Experience**:

- Housing: 2 years (preferred)
- Management or Leadership: 1 year (preferred)

Licence/Certification:

- Driving Licence with access to own vehicle (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Liverpool, L11 2SF

Application deadline: 09/03/2023

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