Homeless Prevention and Customer Services Manager Options Manager

4 weeks ago

Wandsworth, United Kingdom LB RICHMOND UPON THAMES & LB WANDSWORTH Full time
Job Title: Homeless Prevention and Customer Services Manager

Job Summary:

We are seeking a highly skilled and experienced Senior Leader to join our team as Homeless Prevention and Customer Services Manager. As a key member of our Housing Options Service, you will be responsible for leading and managing front-line homelessness teams, driving service improvements, and ensuring that statutory requirements are met.

About the Role:

The Homeless Prevention and Customer Services Manager will be responsible for:

  • Managing a busy Customer Service Reception on all matters related to Housing.
  • Team Management - Lead on 2 operational Teams; one for Customer Service officers to deliver excellent customer standards across a wide spectrum of housing related issues and the other for Prevention and Solution officers for Prevention, advice and Options.
  • Caseload Management - You will have a team of Customer Service officers who will work with clients who manage a caseload of households who are ineligible and destitute as well as a team of Prevention and Solution Officers who work with homeless cases
  • Innovation and Creativity - To provide innovative solutions to homelessness through Housing Options Toolkit and holistic working with partnerships

Essential Qualifications, Skills and Experience:

We are looking for:

  • A passionate and dynamic senior leader with a strong background in the delivery of customer care contact centres for Housing services and what this involves ensuring the smooth running of this area.
  • An in-depth working knowledge of Part 7 of the Housing Act 1996 as amended by the Homelessness Reduction Act 2017 to work within the Wandsworth Prevention and Solutions Service.
  • A candidate who has working knowledge of asylum and immigration law.
  • Strong supervision skills and experience of working under pressure and influencing change in a demanding environment are essential.
  • A proven success in creating and embedding a strong performance monitoring culture with a key focus on learning and growth through reflective practice and coaching others.
  • Adaptable and hardworking to ensure your Teams are supported and empowered to carry out their roles with a focus on key performance indicators and the use of data and statistics to understand the key trends of the service.

What We Offer:

We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan.

Richmond & Wandsworth Better Service Partnership:

We are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.

We are proud to be a Disability Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know.

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