Department: Communities
Reports To: Head of Communities
Directly Responsible For: Team Leader
Advisors,
Co-ordinators
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 Abuse 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 them 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:
* Support the Head of Communities to develop and deliver the strategic and operational approach to Customer Insight in line with objectives.
* Support customers to live happily in their homes, maintain their tenancies and access services to meet their needs.
* Manage the Team to ensure the delivery of a Advisor - Housing relationship based service to customers, ensuring resources are focused on providing support to those customers most in need, enabling them to live independently and sustain their tenancies
* Deliver a customer focused service throughout tenancy from allocation of homes and onboarding.
Key working relationships
* Is responsibility for line management of Team Leader and Advisors/Officers
* is required to work closely with all colleagues across the business as appropriate, ensuring that the teams within this service are each best aligned to support and enable other functional areas and their objectives.
* Is required to work with partners and key external stakeholders to achieve the objectives of the service.
Main duties & responsibilities
* Manage team to provide a customer focused service throughout their tenancy from allocation of homes and onboarding.
* Set targets. Manage operational performance and staff development.
* Ensure the service delivered meets the needs and expectations of customers and the requirements of legislation, regulation, and best practice.
* Support the Head of Communities in the development and delivery of an overall strategic approach for the Housing Management provision.
* Provide effective overall leadership. Advice, guidance, and direction to all Housing colleagues and making sure that service standards are delivered in line with policies and procedures.
* Ensure that best practice and learning for dealing with cases of Housing management are brought back to the team and Group to enhance future service provision/improvement.
* 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.
* Provide accurate and timely information to enable performance monitoring and value for money of the service.
* Delivery of service improvement plans in line with business objectives.
* Promote partnership working across teams across the business.
* Ensure policy and process compliance across area of responsibility.
* Identify areas for improvement and feed these to the Head of Service.
* Provide accurate and timely information to the Head of Service to enable performance monitoring and value for money of the service and to demonstrate delivery of the Independent Living contract to KMBC.
* Input to the review and development of processes.
* Manage budget and ensure day to day activities are undertaken in line with the Groups financial regulations.
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* Process compliance.
* Tenancies sustained.
* Customer Satisfaction target achieved.
* Empty Homes performance – relet days target met.
* KMBC Contract delivery (Inspired Living).
* 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
Relevant accredited Housing Qualification or prepared to work towards (E)
Degree level qualification in a relevant subject (D)
Experience
Organised approach to service delivery (E)
Experience of leading diverse teams in a challenging and target driven environment (D)
Senior level experience of tenancy management (D)
Evidence of strong leadership (D)
Skills, knowledge & ability
Knowledge and understanding of working in a regulated environment, including a strong understanding of the issues and challenges facing the social housing sector and of tenancy related legislation (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)
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