Neighbourhood Service Manager

This role delivers key objectives and operational management of our core landlord service. The Neighbourhood Service manager is responsible for driving performance improvements in customer experience, ensuring value for money and improving customer satisfaction through developing safe and harmonious neighbourhoods that address the needs and concerns of our customers.

The Neighbourhood Manager monitors compliance with housing and tenancy law, regulation and good practice, ensuring open, transparent and fair services are provided; taking into account the diverse needs of our customers. 

You will support the Head of Housing in delivering a comprehensive housing service to our customers.

Provide an out of hours emergency housing management service, on rotation with other managers; ensuring customers receive a supportive experience.

Ensure provision of housing management services complies with regulatory standards, and tenancies are managed in a fair, open, positive and respectful way, continually seeking to understand and respond to the diverse needs of customers • Support the Head of Housing to deliver the neighbourhood strategy, neighbourhood plans and customer engagement; listening and acting on feedback from customers and partner agencies • Seek positive and effective operational connections with key partners, including Local authorities, Police, social care and relevant voluntary and community groups.

Implement safety and security measures within the community, which may include, addressing neighbourhood, estate or neighbour disputes

With the Head of Housing and Finance team, create and manage annual budgets and financial forecasts related to the service, ensuring accuracy, regular monitoring and driving value for money • Effectively manage team risks, working with the Head of Housing to ensure adequate mitigations, assurances and treatments are in place, escalating these where appropriate • As a complaint handler, provide responses to complaints within timescales set out in the Housing Ombudsman Service Complaint Handling code,

Manage operational compliance with legislation and regulation relating to Neighbourhoods and communities, in particular, but not limited to the Regulator of Social Housing consumer standards, Housing Ombudsman Complaint Handling Code and good practice • Manage relevant contracts and partnerships, complying with procurement policies and good practice • 

What’s essential:  Housing qualification, CIH level 3 or 4 or willingness to study towards this qualification. Good knowledge and understanding of the Housing Regulation, legislation, good practice and tenancy rights and responsibilities • Experience in community development, tenant/customer engagement, or a similar role with a focus on developing resilient, inclusive communities • Experience delivering high customer satisfaction within a customer contact or housing management environment • Experience using data and customer feedback to influence service improvements • Experience of managing budgets and resources • Experience of dealing with customer complaints and managing the process effectively • Experience of developing and delivering innovative solutions to problems Personal qualities:  Willingness to undertake training and professional qualifications if required What’s desirable: • Corporate Membership of a relevant professional body • Experience managing a neighbourhood Housing management service in a social housing environment