Senior Neighbourhoods Officer

Accountabilities

• To manage the Neighbourhood Officers ensuring the effective delivery of neighbourhood services and excellent customer service to residents in our general needs rented accommodation.
• To effectively manage a small defined multi-tenure patch of less than 100 homes.
• To maintain high delivery standards in relation to tenancy and estate management ensuring compliance.
• To work closely with agencies and other departments to ensure residents are able to access a full range of services and support where required.
• To develop and maintain positive relationships, protocols and partnership working with key partners and agencies including the attendance of meetings and forums.
• To support a culture of continuous improvement across services, departments and within your team.
• To support the Neighbourhood Manager in ensuring there are clear policies, procedures and working practices in place to enable service delivery and which recognise good practice.
• To deal effectively with all reports of anti-social behaviour including victim liaison, working closely and jointly with external partners and agencies, monitoring cases to conclusion.
• To be the lead officer for managing and taking action on our serious cases of anti-social behaviour (ASB) and our internal ASB expert providing support to the wider organisation.
• To enforce tenancy agreements and take necessary action where tenants breach their agreements in line with our policies and procedures including the preparation and of legal documentation and attendance at court.
• To carry out tenancy audits to identify needs and tenancy fraud and lead on housing fraud initiatives within the team.
• To manage our complex housing management cases within our general needs accommodation and provide expert support to the Neighbourhoods team.
• To work collaboratively to maximise the opportunities for tenancy sustainment, social inclusion and community cohesion.
• To ensure the team effectively manage and monitor communal areas across our estates, ensuring the effective delivery of all services including the reporting and completion of communal repairs and the delivery of cleaning, gardening and grounds maintenance services.
• To support the delivery of the estate service contracts by addressing issues, identifying improvements and attending operational meetings to support the Neighbourhood Manager. 
• To ensure all checks and actions relating to health and safety compliance such as fire risk and monitoring Fire Risk Assessment works are completed across the team.
• To promote partnership working with contractors and carry out effective liaison and consultation with residents over improvements.
• To oversee any management agreements with other RPs where there are jointly shared sites and liaise with managing agents where they provide services on our behalf.
• To ensure the health and safety of residents and staff through risk assessments and compliance with health and safety policies, including landlord health and safety, safeguarding, the caution register and lone working.
• To support the voids and lettings process including inspections, organising and attending evictions, assessing nominations, completing settling in visits and working closely with the Neighbourhood Administrator and Income Officer to ensure all new tenancies start and are sustained successfully.
• To assist with the smooth delivery of any growth plans such as new build and stock transfers, including liaison with residents, partners, external organisations, developers, and colleagues.
• To attend site meetings or consultation meetings as appropriate and helping to embed new schemes.
• To undertake resident and community participation activities, meetings and consultation events including out of hours and to work with the Community Investment team, assisting in the delivery of the corporate objectives for community investment and resident involvement.
• To liaise closely with the Income Team providing assistance when required on rent collection and arrears management, promoting social and financial inclusion support services, working with the Welfare and Debt Advisor and external partners and agencies to ensure effective tenancy sustainment and help on issues arising from Welfare Reform and cost of living changes.
• To assist the Neighbourhood Manager in setting and managing budgets. To process financial information, check and prepare invoices for approval or approving payments within your agreed approval limit and working in line with organisational policies and procedures including tenant recharges.
• To be responsible for the collection, recording and monitoring of agreed information and to successfully deliver Key Performance Indicators and corporate objectives within the responsibility of the team.
• To ensure accurate record keeping across the team and the effective use of our systems and processes.
• To support the Neighbourhood Manager with complaints, audits, contractor procurement and business planning and improvements.
• To ensure all statutory regulations are followed, to protect customers, employees and the business interests of ccha and to protect ccha from any business risks and raise concerns with managers.
• To work as part of the overall Neighbourhood Services team to ensure services are delivered as required to all customers and provide assistance and cover as necessary.
• To provide management support to the wider Neighbourhoods team in the absence of the Neighbourhood Manager and support the wider ccha management team.
• To participate as part of the organisation’s rota for second stage on-call.

 Equality, Diversity & Inclusivity

• Promote behaviours consistent with ccha values and standards and observe and continually promote equal opportunities and diversity in compliance with ccha’s EDI policy.
• Work in accordance with the ccha’s Equality and Diversity policies, values and behaviours, supporting and promoting the organisation’s reputation
• Make sure that equality, diversity and inclusion is at the heart of service delivery
• If required, be an active member of any EDI working party or steering group and promote any EDI initiatives across the organisation.

Line management

• Supervision and performance management of the Neighbourhood Services Officers.
• To plan the aims, objectives and priorities of the team and communicate/delegate these effectively.
• Provide excellent leadership by supporting, motivating and developing the team to deliver and perform to a high standard.
• To provide clear guidance, instruction, advice and coaching for team members
• To manage, report and monitor team and individual performance.

Standard for all roles:

• Pro-actively support ccha’s business plan and team objectives and strategies.
• To fulfil any delegated responsibilities given around ccha’s subsidiary company.
• To manage and respond to complaints using a collaborative and co-operative approach towards resolving them, working with colleagues across teams and departments; taking a collective responsibility for any shortfalls identified through complaints rather than blaming others and acting within the Professional Standards for engaging with complaints as set by the Chartered Institute of Housing.

Cx Champion

The Cx Champion working alongside their counterparts will help develop and improve the housing management customer relationship system to better deliver customer experiences and frictionless customer journeys. As a Champion you will be working with the ICT team helping them carry out lean process reviews on existing processes to ensure they are fit for purpose and appropriately designed for a modern-day CRM system. You will be an advocate for change within your existing team and help drive the creation of new workflows and case management tasks before rolling these out to the organisation.

Accountabilities

• Work with the Business & Performance Analyst and Application Support Analyst in carrying out lean process reviews.
• Assist with the administration, configuration and migration/population of information into the Housing Management system to support the business as required.
• Work with teams to develop and review existing user acceptance testing scripts in preparation for system upgrades.
• Help develop training materials on system changes and new processes.
• Work with your existing team and other teams across the association to ensure the benefits from new business processes are fully realised.
• Be a champion for the system changes within your team and help to encourage user “buy in”.
• Support the Application Support Analyst to investigate system issues impacting your team.
• Help support your team and the wider organisation by being a point of contact for questions or challenges.
• Attend and contribute in monthly ‘Cx Embedding’ project meetings. Update on progress and highlight any blockers or risks to the project.

The Cx Champion duties will be alongside your existing role and you will be expected to commit 2% (3 Hours) of your time each Month.

Additional information

• Requires a flexible approach to working hours including evening meetings.

Knowledge, skills, experience, requirements

Essential

• Experience of working in a social housing environment.
• Customer-focused and able to understand resident needs.
• Sound knowledge of legislation, regulation and case law applicable to housing management and the role.
• Experience, knowledge and understanding of good practice in housing management, tenancy management and tenancy sustainability.
• Extensive experience of effectively managing ASB in line with good practice.
• Experience of carrying out inspections and delivering good estate management practices including health and safety compliance.
• A general understanding of voids and allocations, rent arrears and different tenures and rent models.
• Knowledge of housing fraud, legislation, investigation and partnership working.
• Ability to work collaboratively and deliver services across teams.
• Excellent standard of numeracy and literacy.
• Able to present information clearly, systematically and accurately.
• Experience of developing and documenting procedures and working practices.
• Ability to use own initiative and communicate decisions.
• Experience of successfully managing and supporting staff.
• An ability to teach and train others effectively.
• Flexible approach to working hours including evening meetings.
• Holds a full UK driving licence.

Relevant to all Officer level roles

• Demonstrate commitment to ccha’s customers and the communities it serves
• Demonstrate an understanding, and show a sensitive approach to diversity, to all people within and external to ccha
• Evidence a commitment to equality
• Commitment to continuing personal development
• Good IT knowledge and skills
• Able to work within a strong team environment, covering for others when needed
• Able to plan, organise and manage own workload.
• Excellent communication skills

PLEASE NOTE: You will need to complete an external application form detailing how you meet the above requirements. This will be sent to you once you have applied below.