Job Description

To effectively lead the Customer Leaseholder service, supervising a Customer \xe2\x80\x93 Housing Lead and managing your own patch, to deliver an exceptional end to end journey that is responsive, respectful, reliable and resourceful. for residents, leaseholders, stakeholders, managing agents and colleagues. As part of the housing services management team you will provide subject matter expertise on leaseholders and managing agents. To deliver this effectively you will ensure the right balance of home visits, face to face, phone and online contact with our customers using a risk-based approach. You will lead and manage escalated customer enquiries to successful completion. You will develop and continually improve how the housing service team operates by listening and responding to the customer experience. You will work with a mix of customers with different tenures.

Key Responsibilities

Management

• Manage a Customer Housing Lead to deliver a sustainable, supportive, and effective end to end customer leaseholder service to a diverse range of customers to help deliver Octavia\xe2\x80\x99s vision
• Ensures effective staff and performance management so that all staff meet operational performance and behavioural expectations whilst maintaining high morale and teams who thrive with tailored personal development, and who are proud advocates for our customer
• Work as part of the housing services management team to deliver a responsive, respectful, reliable and resourceful end to end service to a diverse range of residents to help deliver Octavia\xe2\x80\x99s vision

Service Delivery

• Ensures high standards of performance and positive outcomes through effective monitoring and support of all officer and advisor casework (customer contact, satisfaction, self-service, parking, low-level ASB, Tenancy Fraud and other tenancy management issues) and the investigation of complaints, including improving services from lessons learnt
• Promotes and participates in resident involvement activities in liaison with the Resident Involvement department ensuring that the teams are active and involved in arranging regular customer meetings and community events including at evenings and weekends
• Develop enthusiastic, knowledgeable, responsive teams who prioritise first touch resolution for our residents, deliver a high-quality proactive service and who are present within the community
• Ensures effective staff and performance management so that all staff meet operational performance and behavioural expectations whilst maintaining high morale and teams who thrive with tailored personal development, and who are proud advocates for our customers
• Leads and/or contributes to Team and Departmental work plans, policy and service reviews, corporate strategies, and projects through preparation of reports and positive participation in working groups, project boards and other corporate activities
• Achieve defined customer measures and performance metrics in several areas, including all customer contact, self-service, low level ASB, Parking, Tenancy Fraud, Repairs, Getting to Know You Visits, vulnerable customers, rent arrears, one touch resolution, correspondence, and post new tenancy checks
• Working in partnership to develop a culture of data and insight \xe2\x80\x93 leading continuous improvement, communicating and refining our case management approach for all transactional activities, low level ASB case work. Using data to drive decision making and inform process changes as a result
• Producing detailed, meaningful, and informative performance reports for key stakeholders on the performance of the Customer \xe2\x80\x93 Leaseholder service

Ensure Financial Viability

• Monitor the continued financial viability of all housing services and take action to deal with concerns as appropriate.
• Develop, agree, monitor and deliver the annual budget for designated activities.
• Assess and approve the financial viability of new partners.
• Deliver the VFM project work as identified in the VFM plan for designated projects.

Corporate Management

• Championing our Equality, Diversity and Inclusion work and ensure service delivery is consistent with Octavia\xe2\x80\x99s EDI objectives.
• Actively promote safeguarding, health, security and safety across all housing services activities and ensure compliance across working practices and service delivery.
• Attend meetings (including evenings or weekends) i.e. service planning meetings, home or site visits and conference meetings with external agencies, representing Octavia, demonstrating professionalism and our core values, in terms of approach, advice and positioning.

Requirements

For this position, we have listed the requirements we believe are essential for this role:

Experience

• Experience of supervising staff or volunteers
• Experience of the Social Housing Sector and delivery of Core Housing Services (including Repairs, Leasehold, Defects and Housing Management)
• Experience in embedding change and new ways of working through well-honed change management, communication and influencing skills
• Experience of utilising IT (including Microsoft Office) in multi locations
• Experience of writing reports with complex information to a variety of audiences
• Demonstrable ability to make informed decisions when assisting and supporting officers in dealing with complex or challenging cases
• Demonstrable results of working across directorates and external organisations, local authorities and other third parties to deliver customer focused outcomes
• Experience of working to deadlines

Knowledge

• Results orientated \xe2\x80\x93 knowledge of and able to consistently deliver against KPIs within an evolving landscape
• Knowledge of managing customer contact via a CRM system and online communication channels
• Great organisation and time management skills, prioritising and ensuring targets are met
• Excellent knowledge of ASB and Tenancy Fraud legislation and best practice
• Sound knowledge of other relevant legislation (Housing Acts, ASB, Crime and Policing Act, Racial, Disability and Sex Discrimination and tenancy enforcement)
• Sound knowledge of best practice in Neighbourhood Management, lettings, void control, budgets, and tenant involvement
• Knowledge of managing customer contact via a CRM system and online communication channels

Qualifications / Skills

• A passion for the continuous improvement of Customer Experience
• Demonstrable leadership learning and skills with the ability to motivate & develop staff to deliver consistent success
• Professional qualification in housing practice and law or equivalent at level 5 (Degree level) or above or working towards achieving this
• Excellent verbal & written communication skills and ability to influence at different levels
• Excellent organisational & planning skills
• Commitment to involving & working in partnership with service users & residents, offering real choice in the way services are delivered to them.

Benefits

The salary for this role is \xc2\xa343,000 with up to 10% pension contributions.

Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

Octavia