ELIM HOUSING ASSOCIATION JULY 2014

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JOB DESCRIPTION – HEAD OF HOUSING & CUSTOMER SERVICES

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Responsible to:Development and Operations Director

Responsible for:The operational housing and maintenance services and delivery and development of excellent, value for money and responsive customer focussed services across a range of tenures.

Purpose and outcomes

To ensure effective high quality communication and engagement with customers and stakeholders in delivering our services.

To lead and manage a housing and day to day maintenance service that contributes to the achievement of the association’s business plan and associated strategies.

To be an ambassador for Elim Housing and represent our values and aspirations in delivering services.

Key responsibilities

  1. To communicate and network with key staff internally and from other agencies and sector specialists to maximise opportunities for increasing knowledge and sharing information
  1. To deliver an effective operational housing service that provides the highest level of customer service to all residents and stakeholders of the association.
  1. To ensure that key performance targets are met in relation to service, budgets, risk and governance, including managing voids, income collection, all tenancy matters and service contracts
  1. To monitor customer satisfaction and manage contractor performance as part of the effective delivery of a responsive day-to-day maintenance service , working closely with the asset management functions of the organisation to meet voids targets and inform procurement and contract management processes.
  1. To ensure resident engagement and influence is at the heart of service delivery, reflecting the aims of the Elim Resident Involvement Strategy in your work and the work of the team.
  1. To optimise the use of I.T. and electronic communications within the role to manage the workload of yourself and the team, and to improve and develop systems for effective customer engagement.
  1. Actively seek opportunities to incorporate best practice into the work of the team and keep abreast of legislative changes in relation to housing management and maintenance in order to provide expert advice to the team on complex issues and to drive service review and improvement.
  1. Use performance management techniques to achieve individual and departmental KPIs.
  1. Seek out opportunities to improve your skills and the skills of the team. Utilise development planning and coaching techniques to maintain and improve performance.
  1. Represent Elim at relevant fora and sector meetings and actively participate in Elims internal management meetings.
  1. To provide a cost effective and value for money service and contribute to financial planning processes, including setting service charges.

All staff have a responsibility to ensure that they develop their personal skills and capacity to meet the changing needs of their role. Other duties, commensurate with the post may also be required and staff will be consulted about any changes to their job description.

Signed (post holder): / Date:
Signed (manager): / Date:

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