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Homeless Prevention and Customer Services Manager Options Manager
1 month ago
Job Summary:
We are seeking a highly skilled and experienced senior leader to join our team as a Homeless Prevention and Customer Services Manager. As a key member of our Housing Services team, you will be responsible for leading and managing a team of customer service officers and prevention and solution officers to deliver excellent customer care standards across a wide spectrum of housing-related issues.
About the Role:
- Manage a busy customer service reception on all matters related to housing.
- Lead on 2 operational teams: one for customer service officers and the other for prevention and solution officers.
- Caseload management: oversee a team of customer service officers who 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: provide innovative solutions to homelessness through housing options toolkit and holistic working with partnerships.
Essential Qualifications, Skills and Experience:
- A strong background in delivering customer care contact centres for housing services.
- An in-depth working knowledge of Part 7 of the Housing Act 1996 as amended by the Homelessness Reduction Act 2017.
- Working knowledge of asylum and immigration law.
- Strong supervision skills and experience of working under pressure and influencing change in a demanding environment.
- 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.
- A strategic overview to lead and manage front-line homelessness teams effectively.
- Transformational and dynamic to embed continuous service improvements while ensuring that statutory requirements are met with a key focus on homelessness prevention activity.
- Manage and monitor quality assurance processes to ensure consistent, quality services for customers and lead on service improvement projects and plans to assist in meeting service objectives.
Indicative Recruitment Timeline:
Closing Date: Sunday 20th October 2024
Shortlisting Date: W/C 21st October 2024
Interview Date: Week commencing Monday 4th November 2024
Test/Presentation: Presentation as part of the interview
Useful Information:
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. We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment. Some posts may be exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to these posts will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).
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.
