Department: Communities
Reports To: Director of Communities
Directly Responsible For: Manager - Housing, Manager - Income/Safer Communities
Hours: 37
Overall team / department
The purpose of the department is to build strong customer relationships, sustain tenancies, maximising income, and ensuring the creation and management of safe and sustainable neighbourhoods. The team comprises of:
The Housing Team is responsible for building strong relationships with their customers to enable them to sustain their tenancy. They maintain contact with the customer throughout their tenancy, identifying where customers need additional support to maintain their tenancies in line with our requirements.
The Community Safety Team provides a responsive and proactive service to customers to tackle all forms of anti-social behaviour (ASB), and domestic violence. The team also offers signposting to support services for mental health and wellbeing for a defined period. These teams work closely with the Advisors - Housing on a case management basis to enable customers to sustain their tenancy and remain safe in their home and their community.
The Income Team, which is responsible for effective arrears management and a financial wellbeing service for customers. The team proactively manages all housing debt types, implementing payment agreements when appropriate and pursuing debt recovery to maximise income for the business.
Key role priorities
Manage teams and develop strategies to:
* As a key member of the Customer Insight Leadership Team, they will work alongside the Director of Communities to develop strategic and operational plans that support the delivery of the Directorate objectives and the wider Corporate Plan.
* Support customers to live happily in their homes, maintain their tenancies and access services to meet their needs.
* Maximise financial wellbeing and income collection and oversee delivery of these, identifying when interventions and changes are required.
* Develop and deliver interventions, through a partnership approach, to tackle anti-social behaviour in our homes and communities.
* Provide a customer focused service throughout their tenancy from allocation of homes and onboarding.
Key working relationships
* Line manages the Manager - Housing and Manager - Income/ASB and has overall responsibility for the Communities service.
* Works closely with all colleagues across the Group as appropriate, ensuring that the teams within this service are each best aligned to support and enable other functional areas and their objectives.
* As a key member of the Customer Insight Leadership Team, they will work alongside the Director of Communities to develop strategic and operational plans that support the delivery of the Directorate objectives and the wider Corporate Plan.
* Head of Communities is required to work with partners and key stakeholders to achieve the objectives of the service.
Main duties & responsibilities
* Support the Director to develop and deliver the strategic and operational approach in line with objectives.
* Ensure the service delivered meets the needs and expectations of customers and the requirements of relevant legislation, regulation and best practice.
* Promote partnership working across teams to create places where customers want to live and thrive.
* Identify gaps in service provision to support with the development of community investment projects
* Identify requirements for customer engagement and work with customer engagement team to deliver the required outcomes.
* Develop and oversee community plans to ensure consistency and quality of customer service.
* Develop strategies to maximise Income Collection and oversee delivery of these, identifying when interventions / changes are required.
* Stay aware of best practice and develop service improvement initiatives.
* Review and develop policies and processes, in line with legislation, regulation and best practice.
* Support stakeholder management activities.
* Ensure process compliance across the teams.
* Performance management of the area, including but not limited to, setting targets, reviewing performance against these, and performance coaching.
* Manage the budget for the Customer Relationship function, in line with Group financial regulations
* Co-ordinate appropriate meetings to ensure effective service delivery.
* Manage all contracts in line with Group Management framework.
* Complete any other tasks commensurate with the level and nature of the post as delegated by the role’s line manager.
* Liaise with local authority on Contract Management of allocations and Choice Based Lettings (CBL) issues.
Key measures of success
* KPIs met for area of responsibility.
* Compliance in line with all legislation and regulations.
* Demonstrate continuous improvement through customer feedback (complaints, Tenant Satisfaction Measures, transactional surveys)
* Delivery of service improvement plans in line with business objectives.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re always open to feedback as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity, and inclusivity
- takes a flexible approach and works where we are needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague, and third-party data
- is guided by our policies, procedures, and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
Degree level qualification(E)
Relevant accredited Housing Qualification or prepared to work towards (E)
Experience
Relevant experience in housing or other service sector(E)
Experience of leading diverse teams in a challenging and target driven environment (E)
Experience of delivering performance improvement in a service providing environment (D)
Experience of working in a similar service delivery role, ideally in a housing or other regulated environment (E)
Budget management (E)
Project Management(D)
Skills, knowledge & ability
Knowledge and understanding of working in a regulated environment (D)
A strong understanding of the issues and challenges facing the social housing sector(E)
An effective communicator with a proven ability to engage with and build positive relationships with a broad range of internal and external stakeholders(E)
An organized approach to service delivery (E)
IT Skills, including Microsoft Office applications(E)
Personal characteristics
Customer Focused (E)
Driven to achieve results(E)
Good planning, organizing and time management skills (E)
Other
A flexible approach to hours worked (E)
Able to travel independently to other locations (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us