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Your new companyWe as an organisation are proud to provide homes for thousands of people within our communities. We are one of the largest housing associations in South East Wales and provide over 10,000 homes and a diverse range of services for our residents, their families, and communities.You'll have an important role to play in making sure our colleagues, customers and communities have opportunities to grow, succeed and live their best lives. We're part of a dedicated and passionate team of talented individuals who work together to provide homes in communities where people want to live. How do we do this? By living our values and demonstrating the core behaviours that underpin them.
Your new roleA day in the life of a neighbourhood manager is extremely varied. No one day is the same. However well you have planned your day, it can change quite quickly if an emergency arises, requiring your neighbourhood managers to be responsive, able to prioritise and adaptable.This role is a multidiscipline one, meaning that the neighbourhood manager carries out a variety of unrelated tasks each day, including shortlisting applicants for a property, visiting customers in their homes to discuss contract matters, and some of these conversations can be difficult, being out and about in their community and attending multidiscipline meetings with the police, social services and the Council. And in between this, you will have phone calls to answer and make, emails to respond to and administration to complete.Your responsibilities will include:
- Letting homes
- Resolving neighbouring disputes
- Supporting victims of anti-social behaviour
- Managing contracts g. right to transfer, succession
- Carrying out property inspections relating to poor conditions and joint estate inspections with other teams, with the aim of improving our environments.
Having a visible presence in a neighbourhood including:
- Carrying out estate walkabouts, tenancy well-being visits and inspections.
- Being a dedicated point of contact for customers within the neighbourhood.
- Effectively manage compliance of customers' contracts, taking appropriate action, including legal action where appropriate in respect of abandonment, not giving access to mandatory and safety work.
- Working collaboratively with internal colleagues, partners and stakeholders to achieve solutions to complex cases.
- Manage changes to customers' contracts, including right to transfer (exchange), succession, and end of contract process.
- Prepare legal papers and attend court hearings and evictions, representing the association positively at all times.
- Respond proactively to customer service enquiries and complaints
- Able to identify and act upon safeguarding concerns immediately and in compliance with safeguarding policy and procedure, including managing domestic abuse, hate crime and cuckooing cases.
What you'll need to succeed
- Substantial experience of delivering tenancy and neighbourhood management services
- Track record of working as part of a team that delivers flexible, people-centred services
- Demonstrable experience of developing effective relationships with external agencies and organisations, MP's, Councillors etc.
- Commitment and demonstrable experience of putting customers first and delivering a service which delights
- Proven track record of contributing towards continuous service improvement
- Experience of budget management
- Skills & Abilities
- Ability to balance conflicting priorities and use creative approaches to exploit opportunities and address operational challenges
- Ability to further equality, diversity and inclusion and promote these principles wherever possible
- Excellent communication skills in a range of settings and media
- Ability to analyse complex information to reach robust conclusions and communicate this clearly to customers and colleagues
- Ability to manage challenging situations
- Ability to work flexibly to manage competing priorities and work well under pressure.
- Excellent organisational ability
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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