Housing Operations Manager
Central/East Midlands Home Based with regular travel throughout operating area
£38,251 - £42,501 Per Annum
Are you an experienced leader with a passion for people and delivering outstanding services for customers?
Our client is one of the largest social housing providers in the Midlands and we are looking for experienced housing professionals to lead their Localities teams in Derbyshire, Staffordshire and Nottinghamshire.
This role will play a key role in supporting their front line housing teams through the next steps of their transformation journey and delivering their New Operating Model alongside the objectives set out in their new Corporate Strategy.??
This new role is pivotal to our future success in building a truly modern housing association; meeting customer expectations, building teams that are equipped and empowered to bring their best every day and offering services that are accessible to all and that offer best value.
They put the customer at heart of what they do and we are passionate about maintaining and developing their relationships with our communities while they grow the organisation. If you share these values and want to benefit from the support and infrastructure that a larger housing association can provide then we want to hear from you.
A key priority for this role will be building better neighbourhoods that people want to live in and improving tenancy sustainability, making them the landlord of choice.
They are seeking people who are confident and happy to lead the way, knowing that they are making a real difference to people's lives. The role can be challenging so you will need to be solution focused, passionate about listening to and acting upon the customer voice, resilient and have experience of successfully leading teams through change.
What are the key responsibilities
Lead, develop and equip your team to consistently deliver outstanding tenancy and neighbourhood management services to customers. Monitoring performance and KPIs and taking necessary action to ensure targets are met.
Be proactive in ensuring a high and consistent quality of customer service in your Locality, working across organisational boundaries and with external stakeholders to develop the customer offer in the Locality and to ensure value for money and best practice are embedded.
Along with other Localities Managers, work to ensure policies and procedures meet legislative and regulatory requirements, reflect sector best practice, and are aligned with Platform’s strategy and operating model.
Lead investigations into customer complaints and enquiries from elected members and work with other teams to extract and embed learning, creating a culture of continuous improvement
Be responsible for ensuring Locality compliance with legislation and regulation, including Fire and Building Safety, lone working, Health and Safety and gas safety.
Promote safeguarding, and domestic abuse awareness and effective case management in the team.
What they’re looking for
A leader who has demonstrable experience of developing and empowering high performing teams and embedding an organisation’s culture and values
A customer focused leader who always keeps the customer central in all decision making, having regard to the customer journey.
Someone with experience of working in the social housing sector, with sound technical knowledge and understanding of the legislation and regulatory standards impacting all aspects of tenancy and neighbourhood management.
Someone who can perform in a changing environment demonstrating resilience and with the tenacity and determination to bring teams along on the journey to achieve desired outcomes.
Someone with experience of working in partnership and collaborating with stakeholders and customers to create opportunities for improving services and achieving outcomes within the context of value for money.