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Housing Services Manager

2 months ago

Nottingham, Nottingham, United Kingdom Riverside Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Retirement Living Coordinator at Riverside. As a key member of our housing services team, you will be responsible for coordinating and delivering a professional service to retirement living customers across a designated patch of our retirement living portfolio.

Key Responsibilities
  • Facilitate the coordination and delivery of a professional service to retirement living customers, ensuring high service levels and overall customer satisfaction.
  • Monitor and liaise the delivery of service contracts across a designated patch of schemes, including lifts, heating, fire equipment, gardening, etc.
  • Provide practical support and information to customers when entering the service and throughout their involvement with the service, assisting customers in the completion of occupancy agreements and welfare benefit claims and liaison with benefit agencies.
  • Deliver high standards of housing management and ensure that the service is meeting best practice by conducting regular site inspections across all schemes.
  • Monitor and reduce issues of anti-social behaviour within services.
  • Clearly communicate customer responsibilities and tenancy compliance.
  • Work with colleagues to maintain good links with the local neighbourhoods.
  • Effectively use appropriate IT systems, including housing management systems and maintaining professional and timely records.
  • Assess potential customers' housing needs, in consultation with relevant agencies and the customer, in terms of their suitability to access the service.
  • Ensure that the company's Health and Safety policy is fully implemented at all designated schemes, ensuring customers are aware of the provision of security systems at schemes at all times.
  • Provide information to assist new customers on services within schemes and local communities.
  • Promote customer involvement at the schemes, working collaboratively with the Health & Wellbeing team.
  • Encourage customers to participate in events, activities, and the running of the schemes and promote integration of schemes into the local community.
  • Coordinate the lettings process to minimise void levels, including application of the voids procedure, implementing the organisation's allocations policy, maintaining the schemes waiting list, and leading on promotion and marketing of the scheme.
  • Travel across the designated patch to deliver an effective service.
  • Observe the company's code of conduct and maintain the highest standards of professional integrity.
  • Provide a high-quality customer-orientated service, championing the Riverside Service Style practices.
  • Ensure compliance with Riverside's Equality and Diversity policy, in respect of employment and service delivery.
  • Ensure that all data is compliant with legislation and policies relating to data quality.
  • Any other relevant duties as required by the designated manager.
  • Ensure compliance with Riverside's safeguarding policies and procedures in every aspect of service delivery.
Key Performance Indicators
  • Ensure high service levels and overall customer satisfaction.
  • Ensure that rent arrears, voids, re-let days, and other agreed KPIs remain within target.
  • Ensure compliance with all mandatory Health and Safety standards.
  • Ensure all complaints are dealt with in line with Riverside's procedures to achieve the best customer outcomes.
Person Specification

Essential

  • Relevant experience of working with older and vulnerable people.
  • Experience of housing management duties.
  • Experience of liaison with agencies/partner organisations.

Desirable

  • Formal care, support, or housing qualifications.