This role is responsible for business-critical housing services that help sustain tenancy’s and improve resident satisfaction. You will have experience in tenancy management and income recovery work as well as the ability to manage multiple housing disciplines. This will include income, neighbourhood, community safety and resident support with line management responsibility for neighbourhood team leaders, an income team leader and the welfare, benefit, and income officer. You will be adept at managing a busy operational workload and supporting teams to meet targets. You will work closely and collaboratively with operational teams and develop colleagues to be self sufficient in driving services across the organisation to deliver for residents.

You will:

1. • Be the business lead for income and neighbourhood services
   • Deliver services that support our Annual delivery Plan and meet the Housing Directorate plan objectives.
   • Ensure services adopt a wide range of approaches to assist residents with maintaining their tenancies.
   • Build excellent relationships with operational teams to help support your teams with service delivery.
   • Focus services on assessing risk and establishing/maintaining contact with vulnerable residents most in need of our support
   • Ensure colleagues meet professionalism standards and are appropriately trained on key areas of their role
   • Draft, review and manage policies and procedures and contribute to the development of corporate documents.
   • Review and support the response to any serious incidents, including being the housing lead for the business continuity plan
   • Be the operational lead for settle’s response to anti-social behaviour and domestic abuse – utilising a partnership approach.
   • Build key relationships with stakeholders and other organisations
   • Manage and review contracts relevant to housing services
   • Utilise data and information from Power BI dashboards to assess performance and proactively plan ahead for services
   • Support services to monitor and drive improvements in estate standards – so customers are proud to live in their communities
   • Support your managers to performance manage their teams
   • Have a strong housing background and be passionate about our role in supporting residents to live the life they choose

You will also:

1. • Produce reports, manage budgets, and make recommendations on service improvements
   • Work with the service delivery manager to help develop and improve services
   • Embody settle values and act as a role model to your coaches
   • Ensure all relevant legislation, policies and procedures are adhered to and communicate these effectively to your services.

Requirements

• • Effectively manage your neighbourhood team leaders, adapting your style to the different profiles of those who you manage
  • Be passionate about social housing – understanding the challenges our residents can experience
  • Have strong knowledge and understanding of housing legislation and keep yourself informed of any relevant changes
  • Persuade and influence others through a visible leadership approach to build collaborative internal and external networks.
  • Work proactively and seek opportunities to develop knowledge in other areas of the business
  • Manage complaints and difficult conversations
  • Be open and honest in your communication with your line manager and those you manage
  • A proven ability to lead, motivate, develop & manage a team.
  • A passion and commitment to providing great customer service and a high-performance culture
  • Inspire, support, and motivate your team to deliver high levels of service and operational effectiveness
  • Use your negotiation skills and influence to get things done – communicating openly and effectively
  • Be bold in challenging areas where you see opportunity for improvements and have the tenacity to drive these to realisation
  • Demonstrate confidence and assertiveness in dealing with challenging behaviour and situations
  • Uphold settle values with a robust commitment to diversity
  • Promote a problem-solving approach to resolving queries
  • Seek opportunities for professional development
  • Have a can-do approach, working flexibly and adapting to change
  • Embrace innovation and seek ways to improve services