You will manage a team delivering key housing functions, including tenancy management, income collection, leasehold services, empty homes, and customer support, ensuring excellent outcomes for residents and communities.
Working collaboratively with colleagues and partners, you will drive service improvement, support staff performance, and ensure services are delivered in line with housing legislation, organisational policies, and best practice. You will play a key role in promoting sustainable tenancies, enhancing customer satisfaction, and creating safe, thriving neighbourhoods
DUTIES AND RESPONSIBILITIES INCLUDE:
Lead and manage a high-performing, customer-focused housing management service, ensuring excellent service delivery across tenancy management, income collection, empty homes, leasehold services, customer support, and neighbourhood management.
Promote early intervention, prevention, and customer resilience by ensuring staff use effective approaches that support sustainable tenancies and positive outcomes for residents.
Provide leadership, guidance, and support to staff managing complex cases, including anti-social behaviour, rent arrears, safeguarding concerns, mental health challenges, and tenancy breaches.
Ensure compliance with relevant housing legislation, regulatory requirements, policies, and codes of practice, including managing legal proceedings, housing fraud investigations, court action, and First Tier Tribunal cases where appropriate.
Oversee team performance, monitoring key performance indicators and implementing service improvements to enhance customer satisfaction and operational effectiveness.
Plan, coordinate, and allocate resources effectively to meet service priorities, workload demands, and organisational objectives.
Manage escalated customer enquiries and complaints, supporting staff through coaching and development to build confidence and improve future service delivery.
Develop and maintain effective partnerships with internal teams, local authorities, legal services, community organisations, and other external stakeholders to deliver positive outcomes for customers and communities.
Prepare and present professional reports, case documentation, and communications for senior management, legal proceedings, tribunals, reviews, and external partners.
Contribute to service planning, organisational projects, policy development, and continuous improvement initiatives, ensuring services remain responsive to changing customer needs and legislative requirements.
ESSENTIAL REQUIREMENTS INCLUDE:
Experience of Sheltered Housing/Independent Living and experience of investigating formal complaints.
CIH Level 4 qualification, or willingness to work towards obtaining it.
Excellent written and verbal communication skills, with the ability to interact effectively and sensitively with a range of internal and external stakeholders in person, by telephone, and in writing.
Proven track record of delivering targets and achieving goals within operational plans.
Able to advise staff how to respond for non-routine Housing Management decisions that may fall outside of standard procedure, seeking guidance where appropriate
Standard DBS check
Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.
To discuss this vacancy in further detail or any other vacancies, please contact our Team on (phone number removed) or email
Salary description
£25.25 - £25.25 per hour