Role profile. Department Competency Level. Date June 2018

Transcription

1 Role profile Post Responsible to Responsible for Department Competency Level Housing Operations Manager Altogether Better Regional Head of Housing or Deputy Director of PRH Direct management of a team delivering housing management in a local area, including Housing Officers, a Caseworker and a Team Coordinator. Provision of property and facilities management services to customers delivered by locally based contract management team. PRH Date June 2018 C Notting Hill Genesis s aim is to provide and manage high quality and affordable housing for those that need it. To achieve this we will meet with customers and creatively address their housing needs, ensure our homes are of the right quality and build more new affordable homes. Altogether Better (A2B) aims to provide a personalised service to each resident, with reliable and consistent support from teams across the business. Job purpose As a housing operations manager you will lead on providing excellent landlord services, including all aspects of tenancy and property management. You will lead and motivate teams you directly manage and will be a robust client, able to influence and direct services, provided by others. You will ensure continuous improvement in all areas of service and core performance, including customer service, repairs and maintenance, income collection and voids and lettings. You will, write a strategic annual operations plan in consultation with teams that sets and delivers robust targets for improving performance and responding to local customers needs Key tasks 1. Effectively lead, manage, motivate and develop a local A2B team Be responsible for setting strategy and service improvements in your area. 2. Ensure the A2B team deliver improved resident satisfaction in your area, aiming for top quartile performance.

2 3. Be responsible for setting and managing delegated budgets for property management including reactive and planned works and staffing budgets. Ensure local budgets are managed effectively taking cost effectiveness is taken into account at all times. 4. Work in conjunction with the Contract Operations Manager and local team to plan and deliver the reactive and planned maintenance services within your area. Ensure that these are completed to the customers satisfaction, increasing satisfaction with the overall repairs and maintenance service to upper quartile. 5. Ensure rent collection meets or exceeds corporate targets and debt reduces across your customer base ensuring teams use the income procedure effectively taking swift legal action where appropriate. 6. Ensure rent collection meets or exceeds corporate targets and debt reduces across your customer base ensuring teams use the income procedure effectively taking swift legal action where appropriate. 7. Ensure team members manage tenancy issues, including anti-social behaviour swiftly, effectively and to the customers satisfaction where ever possible. 8. Ensure properties are let in good time achieving upper quartile and improving performance. 9. Ensure we make best use of our stock by minimising under occupation and overcrowding, by giving customers best advice on housing moves. 10. Build good relations with the Borough council(s) and other agencies for your area, in cooperation with other housing managers where appropriate. 11. Lead and /or support the Local Scrutiny Panel to scrutinise and improve services and performance. 12. Manage complaints and be lead handler for complaint reviews ensuring response are on time and resolved quickly to the customers satisfaction where possible. Key Tasks Team management and development 13. Manage and motivate a team who are empowered to put our customers first, delivering high performance and resident satisfaction. 14. Coach and train and develop your team to develop their skills and be successful in their roles. 15. Support housing officers to find creative solutions for our customers (for example re-housing solutions, community involvement, signposting and referring to employment and support services). 16. Spend time with housing officers, on their patches, meeting and listening to residents, getting to know and understand the properties and neighbourhoods and residents differing needs.

3 17. Manage resources effectively within budget to deliver what our customers need. 18. Agree meaningful performance measures with your staff and manage/monitor them against those measures. 19. Recruit and develop new team members as necessary to retain a diverse team who can appreciate and understand the customer s perspective and business needs. 20. Manage the probation process ensuring that new starters are inducted, supported and monitored closely to achieve excellent performance. Take action where this is not being achieved. 21. Manage poor performance swiftly and fairly. 22. Be the centre of all internal communications to your team. 23. Manage direct team members to be aware of their own health and safety and be responsible for your own safety at all times. Customers Property and Neighbourhoods 24. Ensure resident needs are a top priority through understanding, interpreting and providing creative solutions to resident feedback to understand trends and the need for change. 25. Ensure health and safety procedures are followed at all times to keep customers safe in their homes. 26. Ensure housing officers meet our target to meet all customers in their homes annually and tenancies are reviewed in accordance with our procedure. 27. Develop local knowledge about the neighbourhoods and homes that your team manages and use this to ensure high levels of community /neighbourhood standards as set out in the annual standards report and local operations plans 28. Ensure customers are given the right support to manage their tenancy successfully. 29. Ensure customers are able to access our services easily and swiftly and officers are responding to customers within our target minimum. The aim is to achieve upper quartile performance for service standards that relate to communication. 30. With overall responsibility for reactive repairs and planned maintenance you will ensure the service provided by the contract teams is delivered on time, in budget and ultimately to your customers satisfaction You will ensure your customers are always informed of decisions and progress of work at all times. Performance 31. Raise the performance of your team to the top quartile against an agreed set of PIs; establish and maintain effective performance management and monitoring systems.

4 32. Develop a good understanding of the customer profile of your patches to focus on future business need and resident demand. 33. Be responsible for ensuring service charges budgets are set correctly to recover all eligible costs. General 33. At all times follow the financial regulations, policies and procedures at NHH. 34. At all times follow NHH's Health and Safety policy and related procedures, keeping up to date with changes and taking action to maintain personal health and safety and that of others. This list of tasks and responsibilities is not exhaustive, the postholder may undertake other duties as required. How do you meet our requirements? Below you will find the skills, abilities, experience and competencies needed to do the job. For further information about the expectations set against the competency level of this role (see above), please refer to the full One Notting Hill competency framework. This is available on our jobs site and intranet, Hive. You ll be assessed on the following criteria at various stages throughout the selection process. Should you be successfully appointed to the role, these same criteria will be considered during your probation/review period and at your bi-annual on track (appraisals) alongside your objectives set by your manager. You must be able to show Linked core value competency in the following behaviours and abilities 1. Accountability and Resilience Collaboration We challenge and support each other 2. Managing and leading We believe partnerships make us and our communities stronger We are united and we are one NHH 3. Communication and Influencing 4. Customer Service Integrity We act with integrity and openness We are motivated by the positive impact of our work We are independent, financially strong and have good governance 5. Creativity and innovation Inspiration We are inspired by what we do and

5 6. Commercial Awareness where we ve come from We are committed, relevant and make a difference We believe that our actions can change lives and communities for the better You must also be able to or have the following knowledge, skills or experience 1. Staff management experience, preferably in a customer focussed housing and property management environment. 2. Experience of delivering excellent customer services that meet individual needs and performance requirements. 3. Experience of managing business and staff performance, and budgets. 4. Willingness to work evenings/weekends to meet resident needs. 5. Excellent communication and relationship building skills The following knowledge, skills or experience is desirable 6. Experience / knowledge of Housing legislation and procedures 7. Relevant degree or membership of relevant housing, building, legal or financial body is essential or equivalent experience. 8. Experience of preparing and delivering high quality written reports and presentations for senior management. This role requires a DBS check. Therefore a basic DBS check will be requested in the event of you being offered the position as part of our preemployment checking process.