Post Title / HousingOfficer
Line Manager / Operations Manager
Location / Suttons Wharf South
Department/Team / HousingServicesDepartment
Grade / 2
Budgetary Responsibility / None
Version Control / Version: 2 Date: April 2016
Job Purpose and Background
Housing Operation teams provide a customer focused tenancy & including ASB, asset management and estate services to residents across all tenure groups. The teams are responsible for the provision of general needs housing, leasehold management, allocations, repair and maintenance, policy and performance, community investment and all related aspects of customer satisfaction and service delivery.
Principle Outputs & Responsibilities
- Responsibleforprovidingtenancyservicesthat are compliant with therelevantregulatory andstatutoryframeworkandGrouppolicy.
- Provide anexcellentcustomerfocused serviceforall residentsensuringthat estatesandproperties are wellmanaged andtheenvironmentiswell-maintained, working with colleagues across Regional Housing Operations, One Direct, Citystyle, Employment & Partnerships,and Customer Accounts.
- Workcloselywith residents,partner landlords,managingagents, contractors andotheragenciestoaddress environmental andcommunity issues.
- Engage with, guide and support residents to ensure services reflect residents’ needs and resident involvement and maintain a high resident satisfaction level.
Essential Knowledge, Skills and Experience
- Have an understanding of tenancy law and how to apply it effectively to resolve tenancy matters.
- Have a real understanding of residents’ needs, particularly vulnerable residents and be keen to develop a positive rapport with tenants and their representatives
- Be highly IT literate, skilled at producing and presenting reports, analysing data and using IT to manage performance.
- Be a confident communicator, handling all types of contact and relationships with ease and being able to remain calm under pressure, inspiring confidence in your ability and demonstrating commitment to excellent partnership working
- Support your team and colleagues effectively; being willing and able to step outside your role when the service demands in pursuit of our vision and values
- Be proactive, challenge poor performance and results, reviewing ways of working so that the service is constantly refreshed and improved.
- Demonstrate a high level of professionalism in your work at all times, working with minimal supervision to complete tasks accurately the first time.
Desirable Knowledge, Skills and Experience
- Lead on keeping residents informed about their tenancy, estates, properties and OHG services, chairing or facilitating resident meetings, coordinating responses and improving customer experience.
- Communicate clearly at all levels, being responsive, caring and managing challenging conversations with calm and efficiency.
- Get to know your residents, be the champion for your area taking responsibility for raising service delivery, creating a fantastic experience for residents at every contact and ensuring high levels of customer satisfaction.
Professional Qualifications and Membership
- Not Essential
Decision Making Accountability
- Tenants, Tenants & Residents Associations, Local Councillors, Members of Parliament and the Local Authorities
- Estate Inspections, Tenancy Visits, Customer Satisfaction, 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
Operations Manager would be a clear succession route for high quality post holders
The organisation actively promotes training courses to develop extensive managerial skills, targets and objectives are discussed in supervision and the appraisal process
Collaboration / Engagement / Excellence / Respect / Ambition