Job Description. Position Department/ Location Reports to Salary. Staffing responsibilities. Main duties and responsibilities

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1 Job Description Position Department/ Location Reports to Salary Staffing responsibilities Housing Manager - Leaseholder Services Barnet House Head of Environment SCP ( 34,103-41,681 PA) 18 hours per week at 19,114 20,512 pro rata Up to 8 officers Overall context and purpose of the role To provide excellent management to the Leasehold Team ensuring the delivery of customerorientated services for Council tenants and leaseholders. Main duties and responsibilities To ensure the team provide a high standard of management to leaseholders, and that lease conditions are adhered to and statutory responsibilities to leaseholders are fulfilled. To ensure that performance targets in the following areas are met in their team and that all procedures are carried out in accordance with Council policy: Annual and non-annual service charges for leaseholders (including production, apportionment, invoicing and recovery) To ensure Right to Buy applications are processed in line with legislation so that tenants are able to exercise their Right to Buy and organisations obligations and interests are met, to include checking and approving RTB2s and RTB offers To ensure the processing of Deeds of Variation to Council leases are carried out as per processes and legislation Liaising with other housing staff or services where breaches of lease occur Buy-backs, Enfranchisement, Lease extensions and Disposal of Surplus Areas of Land To work closely with Property Management Team to ensure that tenants and leaseholders receive the best possible service. To ensure that all complaints are dealt with in accordance with the Barnet Homes complaints procedure and that the complaint is rectified. To ensure that correspondence from Members, MPs and the Local Authority Ombudsman are dealt with within specified time-scales and ensure there is good communication generally so that good practice can be developed in co-operation with such individuals and organisations. To contribute to the scoping, development and enhancement of a new Leasehold Management IT system To ensure staff update and maintain relevant filing and I.T. systems. To keep informed and brief staff on any relevant changes in legislation etc relating to their work area and contribute to developing services and procedures for Housing services as a whole. To ensure activities are carried out in accordance with Health & Safety requirements. To contribute to the continuous improvement of the teams services, challenging existing working practices, seeking innovative solutions and learning from other organisations Ensure that equal opportunities policies and practices are in place to eliminate unfair discrimination both as an employer and provider of services. Ensure that a safe working environment for employees is provided and to integrate health and safety in all activities to safe guard employees, contractors, members of the public, in relation to property and the environment. To manage the Annual Service Charge production process which includes preparing and

2 billing estimated and actual service charges as per the lease. To ensure that leaseholders are consulted about proposed works in accordance with Council policy and legislation, and are advised of the cost and billed within relevant timescales. To manage the collection and recovery of service charges within the team, including any necessary legal action. Work flexibly within the scope of this post to fulfil the business objectives contained within the Barnet Homes delivery plan. To manage the administration of the Right to Buy. Approve applications for service charge loans, instalment agreements and issue offers. Be a positive role model to members of the team and colleagues and an ambassador for the organisation Resident Participation and Community Development To establish a network of contacts with all other services and agencies working in the area and ensure there is ongoing liaison on strategy and individual issues, and participate with other services working in the area. To ensure that leaseholders are involved and consulted in developing the service. To identify opportunities for the development of new recognised Tenants Associations and ensure sufficient advice and support is provide To manage Leasehold Housing Officers and at times manage Leasehold Development Officers and Leasehold Housing Assistants To ensure that all staffing issues are dealt with in accordance with the Barnet Group policies and procedures, in particular: Recruitment of staff Supervision and appraisal Consultation arrangements Disciplinary processes Procedures for managing sickness and other arrangements To provide Management support, development and training to team members in the areas of: Right to Buy Leasehold Management, Consultation and Invoicing Service Charge Collection and recovery To manage, motivate, develop and empower the team and individuals to provide excellent standards of service embracing best practice, innovation and continuous improvement. Be a positive role model to members of the team and colleagues Be an effective ambassador for Barnet Homes when meeting with internal and external organisations Financial Responsibility To effectively monitor and manage allocated budgets and take action to ensure expenditure is kept within budget and contribute budgetary information as needed for the Leasehold Services Team, Housing Services, Barnet Homes and the Council as a whole. Budgets such as staffing, legal services, cash incentives and other service

3 related budgets To ensure staff comply strictly with Barnet Homes Standing Orders as well as the Internal Financial Regulations, policies and procedures To effectively contribute to Value for Money Service reviews both within the team and wider organisation as necessary General Obligations Performance management Flexibility Ensure that performance targets are met and a culture of performance management, customer care, value for money and resident / service users empowerment is embedded across the Group Work flexibly to perform work not specifically referred to above although falling within the scope of the post at the appropriate grade. Health and Safety All employees have a legal duty to ensure the health and safety of people at work and members of the public in premises or sites controlled by The Barnet Group in accordance with safety legislation and The Barnet Group safety policy. The Barnet Group s commitment Deliver The Barnet Group s commitment to equality of opportunity both in the provision of services and as an employer. Promote equality in the work place and in the services The Barnet Group delivers. Demonstrate commitment to a culture of safeguarding children, young people and vulnerable adults Person Specifications Job title: Housing Manager (Leaseholder Services) Education, Qualifications, Memberships Essential: Educated to GCSE or equivalent Good numeracy and literacy Desirable: Experience

4 Inspiring Trust Essential: 2 years relevant leasehold and/or Right to Buy experience Staff management Experience of working with residents Desirable: Skills and Knowledge Essential: Knowledge of leasehold legislation and finance Knowledge of RTB procedures and legislation Understanding of Revenue and Capital spending Understanding of budget monitoring and management Good knowledge of current and future challenges facing social housing and public services Positively initiating and managing change in a challenging and complex environment Ability to deal with uncertainty in self and others arising from the change process. Able to lead and be part of a team, and to monitor performance Contributing to a performance management culture focused on performance objectives and targets which encourages innovation and achieves continuous improvement Ability to recognise staff development requirements and to implement training accordingly. Good management and staff motivational skills Good communication and presentation skills Good negotiation skills Computer literate Good understanding of Word, Excel and other PC applications, and experience of service charge systems Desirable: Value Behaviour Indicators Goes above and beyond normal expectations to deliver a high-quality service to the customer, and encourages others to do the same Acts as a role model for others: demonstrating commitment to the values of the Barnet Group and own personal values through words and actions Is prepared to admit that things have gone wrong when it is not easy to do so, and takes action to make things better

5 Taking Ownership One Team, One Outcome Responding to Individuals Being Proud Takes action in own service area to support the vision and goals of the Barnet Group, and cooperates with other services to achieve objectives Acts as a brand ambassador by giving something back to Barnet Group customers and the community beyond delivering their own job e.g. takes up volunteering opportunities Acts as a brand ambassador by representing the Barnet Group to external audiences Recognises and celebrates the contribution of different groups and communities within Barnet Works with individuals to identify the best approach for them: applying rules flexibly, and altering normal procedures if required. Thinks from the customer perspective and collects feedback to help us understand the needs of different groups of people, and to shape what we do according Consistently challenges others to step into the shoes of different individuals and groups, and to act more inclusively Introduces new policies and ways of working to better meet the needs of different groups of people Sets up systems and processes to empower customers to make informed choices about the services they receive, and to co-design future services Engages with other service areas to raise or solve issues Takes a consultative approach seeking out the views and opinions of others who are affected by issues Encourages others to contribute to collaborative working Networks with colleagues outside of own service area, as well as external stakeholders taking time to get to know them and their perspective Works across organisational boundaries to resolve issues and develop joined up solutions Driven to go beyond normal expectations, thinking how could I do this better? e.g. doing something faster, to a higher standard or higher quality, more efficiently Takes action to address issues and opportunities, even when they fall outside of own remit Proactively takes on new challenges Takes action to address complex issues when others are unwilling to do so Works with other service areas to improve performance and deliver outcomes

6 Leadership Values & Behaviours Treats members of the team fairly and is open and honest Shapes the direction for the team, and provides team members with the information, tools and resources they need to do the job Publically recognises and appreciates team efforts Is approachable, empathetic and supportive, helping people to solve problems, address issues or adapt to change Positions self as a leader within the team, involving others in setting direction, and helping them to understand the wider organisational context Supports others to develop new skills and ideas Delivers tasks to agreed deadlines and quality standards Sets clear deadlines and quality expectations for others Raises and tackles performance issues promptly and constructively Sets clear expectations about what is acceptable and unacceptable behaviour or standards of work Addresses conflict between groups or individuals directly, constructively and objectively Does not accept the way it has always been done When faced with a problem explores broadly by tapping into best practice both within and beyond the organisation. Encourages ideas or input from different sources including colleagues, partners and customers In making your application we ask you to address the Education, Qualifications, Membership, Experience, Skills and Knowledge part of the specification and to evidence your Values and Behaviours under the sections headed: One team, One Outcome Taking Ownership Responding to Individuals Leadership Values & Behaviours for People Managers Inspiring Others Delivering Results Encouraging Innovations