JOB DESCRIPTION

The purpose of this document is to indicate the general level of responsibility of the post. The detailed duties may vary or develop over time according to needs without changing the nature of level of responsibility of the post. This job description does not form part of your contract.

POST:Housing Services Manager

FUNCTION:Operations and Partnerships

LEVEL: Grade 3

REPORTS TO:Head of Housing, Health & Supported Living

SALARY: £29,601 - £36,797 (Based on Qualifications, experience and performance). All salaries for part time will be pro rata

HOURS OF WORK:Monday – Friday (9 – 5) – A degree of flexibility is required to meet the needs of the service

LOCATION & SETTING:Based in Bournemouth with travel, primarily within the southern region, will be required

OVERALL PURPOSE:To effectively and efficiently manage and lead in the provision of the highest quality housing services across the geographical area in line with key national and local strategies and internally key performance targets, whilst effectively managing the budget.

To establish and lead a suitably skilled, qualified and professional team of staff recognised by stakeholders, tenants, clients and staff colleagues as experts in their specific field with the aim of providing excellent customer care and service delivery standards that achieve are rated as “Excellent” however measured.

To take a lead in influencing existing service delivery to achieve service innovation, sector good practice and value for money (VFM) that will support the winning of new business, the retention of existing contracts and the achievement of external quality standards.

WORKS WITH:Internally works with the Teams and Managers within Operations and Partnerships including supported housing operations, additionally works in partnership with a range of BCHA departments and specialists. Externally works collaboratively with the wide range of statutory and voluntary agencies, National Government departments, Local Authorities, Social Services and private sector organisations and other key partners.

KEY RESPONSIBILITIES:

Operations

  • Lead and empower a professional team providing excellent customer care and service delivery standards that achieve standards of Excellence and customer satisfaction including the prompt handing of customer complaints, demonstrating continuous improvement and retains Investor in People accreditation.
  • Ensure that all team files (paper and electronic) are maintained in a meticulous order for audit review purposes and that data is entered into computer systems within 24 hours of any activity, maintaining accurate and complete records.
  • To monitor developments affecting the wider housing agenda including legal and financial reforms and champion and ensure relevant training and information is communicated effectively to relevant housing and support teams and their customers.
  • To effectively manage the allocated budget for housing and the property portfolio including leased stock and maintenance by ensuring efficient use of resources, maintenance contractor compliance, and that the required property inspections are carried out by the Housing Customer Teams.
  • Manage Landlord and service contracts and programmes to high quality standards, excellent levels of customer satisfaction, competitive costs and evidenced Value for Money. To achieve this objective, ensure that a programme for internal and external audit/review of services is in place and implemented.

Strategy

  • To have a key role in all network activities including those connected with national and local strategies including Housing Management, Neighborhood Management, Supported Housing Management, Occupancy Agreements, Anti-Social Behavior, Lettings and Localism initiatives .
  • To prepare initial feasibility studies to determine the viability of projects and prepare PQQs, bids and tenders for submission to funding bodies including the Board for taking on new housing stock and housing management opportunities.
  • Represent the Association and liaise with local authorities, government departments, and landlords, negotiate lettings agreements and Service Level Agreements, provide professional advice, guidance and information on the broader Housing agenda, ASB, Allocations, and other Landlord activities.
  • Liaise with local authorities, key partners, landlords, developers and other external bodies to retain existing projects and contracts, while identifying and progressing opportunities for new business.
  • To attend and contribute to Housing network planning and strategy meetings across the South and South West.
  • Work with the Head of Function and Director to develop ideas for new services and identify gaps in service.
  • Develop and obtain approval for and implement an organisation-wide strategic approach to innovation and business development that influences and aligns to the vision and Business Plan.
  • In conjunction with the Head of Function assist with the preparation of BCHA/ development and service bids for submission to funding bodies.

Technical

  • Provide direction, advice, and information and progress reports on the work of the service as it relates to housing for Senior Managers, CEO Team, Committees and the Board.
  • Monitor and evaluate the effectiveness of housing strategies and changes in demand in the local area.
  • Maintain a working knowledge of policy, legislation and regulation relating to Housing Landlord functions.
  • Attend County Courts in defined area and liaise with legal bodies such as Barristers, Lawyers and Shelter.
  • Prepare internal reports on the work of the team for the Head of Function or Senior Management Team.
  • As and when requested by the Head of Function, attend meetings with partner Agencies to inform them of the work of the Association and make presentations about the work of the Association to other agencies and the public.

Management

  • Be responsible for the effective day-to-day management of the Housing, Support and HMO services across the defined area.
  • Provide an appropriate management and leadership structure within the services, ensuring there are clear lines of reporting, authority and accountability.
  • Provide line management support to frontline staff working directly within the housing function including carrying out regular supervisions, SDRs, and disciplinary and grievance procedures.
  • Manages staff and volunteers within the team, including all personnel functions, ensuring sufficient cover for sickness and annual leave.
  • Hold regular staff meetings with Housing and Income Recovery Teams, to identify progress and resolve issues.

General

  • Promote the values and vision of BCHA and its subsidiaries in a responsible and positive way on all occasions.
  • Observe and comply with BCHA policies and procedures for Health & Safety, Risk Assessment, Equal opportunities, Diversity & Equality, Customer Care and Service User involvement and participation.
  • Create and sustain a dedicated team of staff suitably trained and qualified to deliver high quality ratings.
  • Involve residents and users of services in the design and delivery of services creating choice and participation wherever possible.
  • Other duties that may be requested from time to time by the Director or Head of Function which are commensurate with the level of the post.

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Name

PERSON SPECIFICATION

Education & Qualifications
Degree level qualification or equivalent professional qualification or 5 years relevant experience in Housing and or Supported Housing Services / E
CIH Accreditation or prepared to undertake / E
Work Experience/Skills
Experience of service / business acquisition, tendering and development. / D
Experience of coordinating and monitoring the delivery of contracts / D
Familiarity with TSA policy, procedures, and standards / D
Experience of setting, monitoring and evaluating performance targets and outcomes / E
Excellent written communication skills / E
High level of IT literacy, including the use of spreadsheets, data bases, Powerpoint and email / E
Excellent verbal communication including strong presentation, motivational and negotiation skills / E
Experience in designing, and delivering housing services. / E
Experience of developing and reviewing strategy, policy and service delivery / E
Experience of managing Teams / E
Experience of networking with a variety of organisations / E
Experience or knowledge of Third Sector and / or Public sector organisations / D
Management Skills (if applicable):
Experience of managing and supervising staff / E
Managing team and services within a performance management process. / E
Special Attributes (characteristics/qualities): These will be identified within the application form and from the interview
Possess business development skills, ability to identify potential opportunities and have plenty of initiative / E
Full current driving licence and use of own car / E
Ability to work effectively without supervision / E
Ability to plan ahead, work under pressure and to deadlines / E
Strong lateral thinking and analytical skills / D
Ability to effectively multi-task on a planned basis / E
Ability to effectively communicate with a wide range of people in different contexts / E
Values:
Personal Integrity
Honesty  Openness  Reliability  Accountability  Confidentially / E
Outstanding Service to People
Honouring and empowering those we serve  Offering choice wherever possible  Enabling people to take control of their own lives / E
The Importance of Every Individual
Respect  Caring for people  Treating everyone as we would want to be treated  Equal opportunities  Valuing differences  Non-discriminatory  Non-judgemental  Non-exploitative  Holistic in approach / E
The Importance of Working Together
Supporting each other  Working as a team  Being flexible and creative when responding to needs  Recognising more is achieved in harmony than alone / E
Professional Competence
Getting the basics rights  Earning a high regard in our field  Maximising delegation  Empowering and developing staff  Giving best value  Maintaining a quality service / E