Local Housing Manager

• To provide inspiring leadership, mentoring and coaching to a team of Housing Officers to support them in providing a great service to our tenants in line with the consumer standards.
• To ensure the effective and efficient collection of rent and service charges, management of ASB cases, void management (including decants when needed) and letting of properties as well as good customer service being provided on a range of tenancy related services.
• To use data and time spent with individual officers to track and address performance issues and identify training needs ensuring that data is shared with the team to inform their understanding.
• To work with other Local Housing Managers across HNBS as well as colleagues in HNAS, Play & Youth, Communities, Resident Engagement, Building Services and Green & Clean and the Anti-Social Behaviour Unit to ensure our residents can sustain their tenancies, best use is made of our stock, and our homes and communities are well maintained and enhance the life opportunities for our residents.
• Regularly engage with other teams across the wider organisation including ASC and children's services as well as environmental health and housing benefit and legal services to resolve more complex issues in support of our residents and housing officers.


Skills:

• To have substantial Housing Management experience working for a social housing provider.
• To be passionate about and have proven experience of providing excellent customer service
• Experienced in managing and coordinating multiple priorities, demonstrating excellent decision-making skills and good judgement at all times
• Extensive and adaptable IT skills including the Microsoft 365 package (Word, Excel, PowerPoint, Teams etc)
• Excellent written and verbal communication skills and the ability to absorb and interpret complex information
• Resilient with strong emotional intelligence
• Strong numeracy and excellent written skills
• Political skills and discretion for working with elected members (desirable)
• Excellent communication skills with the ability to adapt flexibly to a wide variety of audiences for a range of purposes
• Experience of dealing with GDPR and Data Protection issues, with the ability to support others in developing an understanding while minimising risk and assuring compliance
• Experience of managing HR issues, including absence and performance management, taking disciplinary action where needed with the support of HR (desirable)
• A good understanding of the principles of effective tenancy management and the importance that good data management has to regulatory compliance and ongoing service improvement
• Ability to deliver training and present complex/challenging information and feedback to teams in a confident and assured manner (desirable)
• To have a full driving licence and access to a car
• Educated to degree level or equivalent (desirable)
• Housing or Management Qualification (desirable)
• Evidence of commitment to own continuing personal and professional development