Neighbourhood Services Manager
2 months ago
Location: Hammersmith, London (Hybrid Role - 3-4 days in the office)
Department: Neighbourhood Services
Direct Reports: 12-15 staff
Supervising: Housing Officers and Housing Assistants
Day Rate: £350 Umbrella
Position: Neighbourhood Services Manager
Are you a dynamic leader with a passion for community development and exceptional service delivery? Join us as a Neighbourhood Services Manager for the London Borough of Hammersmith and Fulham. This is a fantastic opportunity to lead and inspire a dedicated team, enhancing resident satisfaction, quality of life, and community safety.
Role Overview:
Leadership & Management: Champion the Neighbourhood Services team, delivering cost-effective services and creating safe and thriving communities.
Resident Services: Oversee a responsive 9-5 office reception service, ensuring residents' needs are met with efficiency and care.
Office Management: Maintain a well-managed area office building, ensuring top-notch cleaning, maintenance, and health & safety standards.
Housing Strategy: Drive void management to optimise housing stock use and enhance performance.
Administrative Support: Provide robust back-office support for various teams within the service.
Key Responsibilities:
- Business & Service Improvement: Develop and implement plans and budgets to achieve corporate goals.
- Team Engagement: Foster a clear understanding among managers and team members of their roles in achieving corporate objectives.
- Performance Management: Set clear objectives and development plans for team members, promoting exceptional service delivery.
- Enforcement & Compliance: Lead the enforcement of tenancy and lease terms, reducing illegal occupancy and unauthorised alterations.
- Anti-Social Behaviour: Implement effective strategies to manage and mitigate anti-social behaviour.
- Estate Inspections: Conduct quarterly inspections to maintain high standards and improve community environments.
- Void Management: Strategically manage the void process to minimise income loss.
- Customer Service: Deliver a high-quality reception service, continually enhancing customer satisfaction.
- Budget Management: Oversee budgets, driving cost reductions and improving value for money.
- Equality & Diversity: Promote equal access and address inequalities in service delivery.
- Resident Involvement: Engage residents in strategy development, fostering satisfaction through strong community relationships.
- Complaint Management: Ensure effective handling of complaints and member enquiries, using feedback to drive improvements.
- Stakeholder Relationships: Maintain effective relationships with various stakeholders to provide seamless services.
- Performance Reporting: Regularly report on key performance indicators to guide decision-making and improvements.
- Innovation & Creativity: Encourage innovative approaches to service delivery, continually improving existing methods.
- Performance Culture: Support the development of a high-performance culture within the neighbourhood service teams.
- Training & Development: Identify skills gaps and implement training programmes to enhance team capabilities.
- Policy & Procedure Reviews: Contribute to service and policy reviews to achieve desired outcomes.
- Emergency Planning: Support the Council’s emergency response role and ensure service continuity plans are in place.
- Education: Degree level or equivalent in housing or management.
- Experience: Proven experience managing neighbourhood housing, driving team performance, and handling voids and re-housing services.
- Skills: Strong leadership, strategic planning, budget management, project management, and excellent communication skills.
- Knowledge: In-depth understanding of housing legislation and neighbourhood services.
We seek candidates who embody our core values:
- Responsive: Swiftly meet the needs of others with a balanced and transparent approach.
- Innovative: Embrace change, seek improvements, and encourage creative solutions.
- Collaborative: Work well with others, share knowledge, and respect diverse perspectives.
- Enterprising: Resourceful in finding value for money and generating income.
- Public Service: Put the public at the heart of everything, delivering high standards and treating everyone with fairness.
- Service Management: Know your budgets and encourage team collaboration to maximise performance.
- Team Leadership: Engage and motivate staff, provide clear direction, and support their development.
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