JOB DESCRIPTION JOB TITLE: Neighbourhood Services Manager GRADE: Grade 3 REPORTING TO: RESPONSIBLE FOR: Head of Neighbourhood Operations Locally based Neighbourhood Services Team ROLE SUMMARY To lead the delivery of a proactive and customer focused service for one geographic area within the Group. To be responsible for the delivery of outstanding housing management services including the management of estates and tenancies in partnership with other parts of the group. Responsible for the management performance and support of the frontline neighbourhood teams delivering services direct to customers in line with the vision and values of the organisation. MAIN DUTIES & RESPONSIBILITIES Specific objectives and deliverables will be agreed as part of your annual performance and development review (PDR) process, the points below are a summary of your main duties and responsibilities. Lead the delivery of an outstanding housing service for one area including delivery of estate services, management of empty homes, tenancy management, liaison with partners including elected members and other community representatives and deputising for the Head of Neighbourhood Operations as appropriate. Proactively monitor and report on performance within your geographical area of responsibility including strategies for addressing areas of underperformance and developing good practice across all neighbourhoods. Develop strong and effective working relationships with Customer Services and Assets teams based in the neighbourhood to ensure customers receive an outstanding and seamless service. Contribute to the development of policies and processes across the group to ensure that high quality consistent services are delivered in every location. Develop and maintain relationships across a broad range internal and external stakeholders, including managers, employees, partners and customers.
Support the development of the Neighbourhood team to ensure the service continues to meet the needs customers. Lead on monitoring the effective delivery of Service Level Agreements within the Neighbourhood area and ensure that the promises outlined in the Neighbourhood Quality Standard are monitored and delivered. Prepare complex reports clearly identifying issues and options for dealing with them. Influence, challenge and develop innovative solutions to improve services within the neighbourhood. Measure key people performance indicators against success measures to drive continuous improvement. Ensure services within the neighbourhood area meet the requirements of the HCA consumer standards. Ensure effective processes are developed and monitored to ensure vacant homes are quickly repaired and relet in conjunction with colleagues from the Assets Team. Identify own and take action to mitigate operational risks. Providing vision and leadership to the Neighbourhood team by managing people, performance, development, health and wellbeing issues and resources effectively and in line with relevant policies and procedures. Manage a designated budget ensuring that value for money is achieved in all circumstances through the monitoring and control of expenditure and the early identification of any financial irregularity. Manage health and safety issues in your area of responsibility in line with the relevant section(s) of the relevant Health and Safety Policy. Comply with Group confidentiality and information security policies at all times. Your duties may vary from time to time within the broad remit of your role and grade. You are required to undertake any such reasonable and appropriate duties.
PERSON SPECIFICATION Essential Desirable Method of Assessment Membership of the Chartered Institute of Housing. Pre-employment checks Qualifications Degree level qualification in a related field and/or significant relevant experience in a management role for a housing provider. CMI level five or above management qualification Experience Extensive experience in the delivery of operational housing services. Experience of working in multidisciplinary teams Experience of leading, developing, motivating and managing teams of staff delivering a variety of services. Experience of implementing and monitoring Performance Management Systems Experience of delivering change within a complex organisation. Significant experience of delivering outstanding customer focused services. Experience of managing complex projects and initiatives. Experience of effectively managing budgets and resources. Experience of working with partners including elected members and community representatives to improve
communication and develop local solutions. Skills/knowledge Working knowledge of housing law and current housing issues. Able to analyse detail and summarise findings for different audiences. Able to influence, persuade and negotiate to achieve positive outcomes. Able to use coaching skills to support others. Ability to manage high workload and conflicting priorities. Values People first: People are at the heart of everything we do. In our communities the way we listen and respond to people will determine the way we grow. It is only by connecting with and trusting people that living can be fully brought to life. Outstanding delivery: Push the boundaries of customer service and added value through proactive behaviour. Because the smallest detail can make the biggest difference, outstanding must be the new standard and the new routine. Proud communities: Taking responsibility and feeling confident only occurs when there is a sense of pride and optimism at home. Positive steps lead to more positive
steps and as a result, there is an ability to create and seize better opportunities