Neighbourhood Manager - Social Housing
£31,000 per annum
Permanent, Full Time
Our client is an independent housing association providing excellent housing management services to over 5,200 tenants and 260 leaseholders in Gloucester.
Overall Purpose: To provide customer-centred case management for key housing issues related to customers’ homes and neighbourhoods.
To be a ‘customer advocate’, building effective and positive relationships with customers and taking ownership of customer issues and queries, ensuring successful completion of key customer journeys and high levels of customer satisfaction.
To collaborate with colleagues on a multi-disciplinary patch basis, ensuring that you understand the needs and key issues for customers in your patch and that you work together to identify and address priorities, with a strong focus on customer experience and a commitment to effective and inclusive tenant engagement.
To ensure the success of the virtual patch approach, To be responsible for completion of complex tenancy related matters (including mutual exchanges, succession, tenancy breaches & the void management process), being a key escalation point for complex cases from the Customer Experience team.
You will need to be a strong ambassador for the business, building and maintaining relationships across teams and with their customers to support effective service delivery and great customer experience.
Identifying the essential characteristics of a housing professional
Integrity: Has a clear understanding of their values and acts in accordance with them – they will do the right thing, for the right reasons, based on the best evidence and without partiality.
Inclusive: A housing professional acts transparently and fairly; builds good relationships; and works collaboratively with partners, customers and communities to achieve better outcomes.
Ethical: A housing professional acts fairly and makes choices and decisions by applying principles and values consistently. They understand the impact that poor decisions can have both on people’s lives and the reputation of their organisation and they challenge unethical practices in a fair and considered way.
Knowledgeable: A housing professional has relevant and up-to-date practical and specialist knowledge as required by their job role, understands the bigger picture and has a passion for continuous learning.
Skilled: A housing professional equips themselves with the relevant skills to deliver effective services to tenants, customers, colleagues, and partners.
Ambassador: A housing professional acts as an ambassador for the wider housing sector and an advocate for the housing profession.
Leadership: Housing professionals at all levels should demonstrate leadership, be forward thinking and create opportunities. They find solutions to improve outcomes for their organisation, tenants and communities and demonstrate their ability to adapt to the latest ideas, situations, and change
Our client offers excellent benefits including flexible working, town centre office Social Housing Pension Scheme, 24 days annual leave excluding bank holidays, Healthcare plan and employee wellbeing package.
Our client is committed to equal opportunities and actively encourages applications from all sections of the community.