Resident Services Manager

harrow, London
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Job Summary

  • Job Reference: AM09022021_1612868076
  • Job Type: Contract
  • Date Posted: 2021-02-09
  • Location: harrow, London
  • Job Status: FullTime
  • Closing Date: 2021-04-10
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  • Tradewind Social Care Recruitment

Job Title Resident Services Manager Pay Grade MG2 Directorate Community Division Housing Reports to Head of Resident Services Location Central & Remote Working Role Purpose * To maintain sustainable mixed tenancies/leases within a diverse and cohesive community transforming the living environment (dwelling and estate) within Harrow Council's housing stock. * To maximise all income streams within the realm of Resident Services with high regard to those that are vulnerable. * To lead a multi-disciplinary customer focused operational team to deliver a value for money service whilst promoting engagement and satisfaction with all service users Job Context * Management of one of two teams containing the service disciplines of Tenancy Management, Anti-Social Behaviour, Housing Fraud, Income Management & Debt Recovery, Leasehold Services, Right to Buy, Shared Ownership, Estate Services & Community Halls and Sheltered Housing. * Staff Direct Reports: 3 x Resident Services Operation s Manager 1 x Income Support Officer Staff: Up to 33 or 20 depending on team responsibility * Manage annual income & expenditure within allocated Housing Revenue Account/General Fund Budget of up to £29m depending on team split. Also responsible for a delegated element of this budget to a Resident Services Operational Manager. * Manage best use of housing stock by tackling housing fraud, tenancy & leasehold dwelling audits. * Ensure Right to Buy applications are managed and processed within statutory timescales. * Ensure legal and best practice consultation pertaining to Resident Services is processed. * Manage high service satisfaction in all disciplines of this role ensuring service objectives, standards and performance targets are delivered. Main Duties / Accountabilities * Write procedures and implement through appropriate media to ensure a consistent approach to service delivery. RSM Oct 2018 * Manage complex decisions with regard to mixed housing tenure in respect of legislation, regulation, policy and best practice. * Provide leadership and networking within and outside the organisation, acting in a manner which raises the perceptions of the council and of the management and service teams. * Review opportunities to apply for specific government or regional funding relevant to service and develop bids for short and long term funding initiatives in line with departments overall objectives. * Make decisions which are commensurate with the direction of the service and which are commercially viable and within resources. * Keep abreast of policy and legislation relevant to the development of the service providing input and commentary (including national legislative consultations) as appropriate and share information and developments across teams. * Ensure staff are fully briefed on corporate and directorate developments. * Lead particular service area projects to conclusion achieving objectives and using appropriate project management techniques. * Maintain under constant review operating procedures and processes for all service disciplines to achieve the highest standards of service delivery within stated performance outcomes * Monitor and ensure performance information, including benchmarking, is analysed and used as a basis for service improvement. * Monitor and review management information systems relevant to the service to ensure statistical data drives high performance outcomes. * Celebrate success and actively manage poor performance or inappropriate behaviour in a constructive and meaningful way * Monitor, review and contribute to complaints and review working practices to ensure that there is a continuous service improvement ethic. * To be the lead officer for the response to complaints of Anti-Social Behaviour in Resident Services, ensuring that customers receive a prompt and appropriate response to complaints and that all possible actions are taken to support and sustain all tenures. * Oversee the management of auditing tenures to ensure housing fraud is minimised, tenure obligations are fulfilled and concerns of vulnerability/safeguarding are addressed with relevant internal/external agencies. * Ensure that customer involvement is meaningful, in the context of a co-regulatory approach and that customers are truly at the heart of decision making in relation to Resident Services. * Contribute to channel and digital shift migration to support improved efficiency and customer accessibility. * Act in a leadership and managerial context as part of the management team in resident services, promoting a' can do' positive culture amongst staff, peers and stakeholders. Represent Resident Services in the broader corporate and sub-regional arenas i.e., Safeguarding Adults/Children's boards, Troubled Families * Work as part of the resident services management team contributing to the development of the whole service through providing support and direct input into business planning, Smarter Housing Plan and related projects. * Create, develop, implement and review partnership agreements with corporate service areas to manage the appearance of estates i.e. Estate Inspections and Estate Action Days. RSM Oct 2018 * Develop short to medium term plans for the services managed ensuring elements of plans are 'dove tailed' with relevant corporate service plans. * Plan and coordinate procurement of relevant service areas maximising opportunities for partnership working. * Contribute to the Asset Management strategy and the capital programme for relevant service discipline. * To lead in the collection of leasehold service charges; directing and supporting service managers on service chargeable costs, analysing service provision and supporting decision making on evaluating value for money challenges for home owners. Generic Duties * To ensure compliance with your responsibilities as laid out in the council's health and safety policy and take an active role in promoting a positive health and safety culture. * To promote and participate in the council's individual performance appraisal and development initiatives and information management best practice. * To ensure compliance with the council's information security policies and maintain confidentiality. Values, Behaviours and Equalities We want our colleagues to live our values. These values describe what we stand for and how we do things at Harrow whilst inspiring, challenging and guiding us towards the delivery of our organisational ambitions and goals. Our three values are: Be Courageous, Do It Together and Make It Happen These values will also help us to achieve our equalities vision of being a proud, fair & cohesive Harrow, a great place to live, work & visit. Knowledge, Skills and Experience Role requirements Essential Desirab le Delete as appropriate (front facing roles only) In accordance with the Immigration Act 2016, where the role is customer-facing and the post holder is required to speak to members of the public, the ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post a To demonstrate a commitment to the Council's Equal Opportunities Policy and the ability to understand and implement the policy in relation to the job responsibilities a Sound knowledge of and ability to interpret housing/social care legislation and the council of mortgage lender regulation a Detailed knowledge and experience of a wide range of resident involvement initiatives and techniques a Knowledge of the systems and procedures required to sustain a large complex public sector organisation a

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