Neighbourhood Services Manager

**Salary**: Up to £30,000

**Job Type**: Full Time, Fixed Term
**Location**: Head Office

**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.
Provide direct tenancy support in our capacity as a landlord, in order to give new tenancies the best possible start or to ensure existing tenancies are sustained.
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 managemet 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.
To promote the range of tools to enable customers to manage their rent accounts independently and provide advice about the ways they can access financial help they might be entitled to e.g. DHPs, reducing overpayments, Council Tax repayments.
Record accurate and relevant information on the CRM, using Agile 365 where possible, and take appropriate steps to keep customer records up to date.
To ensure safeguarding concerns are dealt with promptly and in line with guide lines and appropriate action is taken.
To respond to service-related complaints and queries from customers with the aim of quick resolution of issues.
**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**:
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 coach customers to make their own decisions and take responsibility for them.
Able to engage customers in honest adult to adult relationships based on mutual respect.
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.
Willing and able to use social media and emerging technologies.
Holds a full driving license and has access to a vehicle for use at work.
Ref: 134 819