Post Title / Operations Manager - North
Line Manager / Head of Housing Operations (North/Camden/East region)
Location / Suttons Wharf South, London, E2 0TA
Department/Team / Camden/North/East region
Grade / 3
Budgetary Responsibility / Yes – budget control for service charges & housing management costs
Version Control / Version: 01 Date: April 2016
Job Purpose and Background
Our housing operation services are a hub of rapidly growing teams pooling our expertise to strengthen front-line operations. We are adept at combining commercial and social values to deliver a range of great customer-focused landlord, housing management and support services to over 12,000 customers in London and Essex.
The North housing region provides tenancy services across 18 boroughs in London and Essex and is supported by the centrally-based teams of ASB, Estate Services, Allocations, Employment & Training and Volunteer & Partnerships. The region is also supported by colleagues in One Direct and CityStyle
Principle Outputs & Responsibilities
You will
- Be highly visible and a beacon for excellent customer service ensuring your team resolves queries accurately and efficiently.
- Inspire, motivate, lead,manage and support a team of housing officers, admin and resident involvement staff providing estate –based and neighbourhood tenancy services for the residents in the region.
- Deliver improvement plans that ensure that housing estates, properties and tenancies are well managed and that the environment is well-maintained.
- Work closely with residents, external stakeholders and other departments within One Housing Group to deliver corporate plan and operational targets.
- Work with housing operations teams, local authority partners, area board and statutory services to address local environmental and community & ASB issues.
- Use performance reporting, customer insight reports, audits and other statistics to shape and drive best performance in your team
- Contribute positively to the region’s management team, including budgetary responsibility, policy development and training
- Provide technical guidance on landlord and tenancy law, develop staff understanding of landlord and tenancy law and ensure policies and procedures are properly implemented.
- Create & support opportunities that ensure residents are fully involved in estate-based services.
Essential Knowledge, Skills and Experience
You will bring
- A wealth of experience about the services our tenants, homeowners and service users’ need and demonstrable understanding of how to meet those needs and manage expectations.
- An understanding of how social housing management is evolving and a clear vision of how to adapt services in today’s environment.
- A track record of improving customer experience across a range of socially and commercially driven services
- A vision of how to achieve top quartile performance, delight residents and create opportunities for growth.
- A ‘can-do’ attitude and solutions-driven, innovative approach that has successfully modernised services.
- A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
- Strong performance management skills, preferably at least 12 months experience managing staff and definitely previous success improving team performance.
- Confidence and strong communication skills, and experience of representing your organisation positively at senior level.
- Strong technical training that demonstrates your up-to-date knowledge of landlord and tenant law
Desirable Knowledge, Skills and Experience
A property or housing qualification
Professional Qualifications and Membership
Membership of a management, housing or property-relatedis desirable
Decision Making Accountability
- Staffing issues
- Budgetary control
- Tenancy & estate cases including seeking legal opinion
- Health & safety
Other Duties
- Ensure that responsibilities for Health and Safety are properly understood and discharged as defined in One Housing’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people.
- Comply fully with One Housing’s policies and procures including the standing orders and financial regulations.
- Comply with the Equal Opportunities and Diversity Policy
- Comply with the data protection act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public)
- To carry out any other reasonable duties as required
Behaviours Framework
Collaboration / Someone/team that has the drive and energy to become more of a united workforce; has effective working relations, improved partnerships with staff, customers/residents and stakeholders and consistently champions team working. Shares their knowledge and resources to maximize opportunities and outcomes and the benefits this has brought to the organisation.
Engagement / Someone/team that proactively or creatively engages with and involves staff, customers and stakeholder groups and significantly increases levels of involvement and participation among certain groups, as well as the positive outcomes, particularly with those that were not previously participating in OHG's work.
Excellence / Someone/team that shows continual hard work, dedication and commitment and goes above and beyond the remit and responsibilities of their role on many occasions. This includes excellence in terms of customer service and cases and dealing well with difficult situations to achieve a positive outcome
Respect / Someone/team that has a feeling of appreciation for others; who has trust, openness and honesty, values the equality and diversity of colleagues and customers and has the highest of integrity and levels of esteem in self and others. They show appreciation, openness and courteousness towards other staff members, residents/customers, stakeholders and the organisation as a whole.
Ambition / Someone/team that has the flair and ability to think outside the box to come up with innovative ways to improve existing processes and ways of working. Suggestions increase efficiency, lead to cost savings or improve the service we deliver to residents or customers in another way. This also includes the personal drive and desire to grow in the organisation for self and others.
Progression Pathway
The Head of Service or Head of Region role will be a succession route.
You will need to be able to take a wider view of how to deliver an effective housing service, recognising how other services are affected by housing operations.
You will be aware of strategic matters both internally and externally and be able to develop services to manage the changing environment.
Collaboration / Engagement / Excellence / Respect / Ambition