About the job

Connect with what you'll do

In the role you'll:

• Lead the housing team on delivering strong case management, using insight into cases to ensure high quality of responses, signposting and ensuring that cases are managed in line with expectations
• Lead on the delivery of tenancy management and anti-social behaviour services to ensure we take a proactive and proportionate approach to resolve issues in line with legislation and HOS guidance.
• Co-ordination of the business response to unacceptable behaviour from customers to colleagues and ensure compliance in line with our policy.
• To be responsible for authorizing expenditure up to delegated and ensure it is value for money
• Represent RHP at multi-agency meetings, supporting the assessment of customers
• Collaborate with external agencies across all boroughs, ensuring customers have equal and consistent access to services
• Ensure that risks are mitigated and that the team remains compliant with all relevant legislation.
• Lead on to ensure that housing related complaints are managed to high quality and in line with our policies and current regulation, supporting responses to Councillors, MP and other stakeholders.
• Regularly review and implement effective housing policies and procedures
• Lead your team's performance through regular one to ones, coaching and reviews and ensure the teams complete all mandatory training
• Create an environment where there is strong employee engagement, and we remain a great place to work
• Deputise for the Head of Housing Services and cover for the Customer Contact Manager.

Connect with how you'll do it

We're looking for someone with experience of:

• Managing a team that delivers exceptional standards of customer service.
• Housing management, managing vulnerable customers, and safeguarding adults.
• Ability to travel to attend meetings (occasionally in the evenings) and carry out regular site and customer visits

The key behaviours we expect in the role include:

• Role modelling our values: We know our stuff / We make it happen / We care
• Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people's unique perspective.
• Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• The ability to create an environment where people feel comfortable to be themselves, treating everyone as equals and encouraging a contribution from all.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
• Taking pride in being organised so you can work with pace and deliver your promises on time.
• Making wise decisions and solving problems without overcomplicating things
• Remaining curious, always looking for ways to improve the customer experience.
• Taking ownership and being tenacious to make things happen.
• Being the best version of yourself in every situation, lifting your team up and showing resilience, even when it's tough