Assistant Housing Manager
The Church of England Pensions Board provides retirement services set by the Church of England for those who have served or worked for the Church. The Pensions Board is a charity within which the Housing department provides retirement accommodation and services, but we are not a registered social housing provider, and do not operate as one. The Board’s vision is to deliver a professional high quality and efficient service to our customers, respecting their needs and the needs of those who provide us with the money to do this.
We are looking for a key person to join us with strong leadership skills and solid housing experience to ensure that customers receive effective advice and the highest quality support through their customer journey with us.
Managing the team, you will recruit, inspire, motivate and support them to develop their work practices. You will need sound understanding and experience of delivering a customer focused housing service for older people gained from working either for a charity or housing provider. Joining us at an exciting period of change, we are looking for you to bring a positive energy and a can-do attitude to the role.
If you are a leader with expertise and experience of providing quality housing services together with excellent communication and interpersonal skills and the ability to challenge, motivate and develop a team of staff; we would like to hear from you.
Interviews will be held on the 4th and 11th June 2019
In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme.
The Role :
This role requires the postholder to directly line manage a team of staff providing support, mentoring and development of the team. It will require engagement and communication with staff, colleagues and the wider church, experience of offering services to older people, and the ability to manage staff performance and develop individuals. To Deputise for the Housing Manager as and when required.
Housing Services :
- To provide a high-quality responsive customer focused service to all who are seeking advice on their Retirement housing options, processing applications in a timely manner and sensitive to the needs of the customer.
- To ensure that the service we deliver is customer centric, of high quality and meets the needs of our customers and stakeholders and other key partners.
- To monitor, manage and report on key operational areas of business including, applications, tenancy start dates, successions, voids, leasehold issues, complaints and complex case management.
- To be aware of the Delivery Plan and to implement objectives annually from it.
- To ensure that customer insight informs the development of the business and our services through regular lessons learnt reviews.
- Respond effectively and promptly to complaints and correspondence from customers.
- Managing change resulting from the impact of legislative, contractual or organisational changes.
- Establish effective relationships with key partners to enhance service delivery.
Management and Supervision of Staff
- Ensuring that all staff are supported and supervised in all business activities and service delivery.
- To positively influence, encourage and inspire staff teams to develop and implement strategies and policies which deliver excellent services to tenants, lessees and residents, within performance objects achieved within set timescales.
- Provide effective and clear leadership for the team to ensure standards of performance are maintained and improved.
- Hold regular monitoring sessions to review key areas of business including, applications to CHARM, voids, and complex case management.
- To ensure that annual appraisals and 121s are carried out for staff in the operational team and that the targets and objectives set are meaningful and link to the departmental and operational delivery and business plans.
- To advise, assist and mentor staff in their professional development and day to day service delivery.
- To drive continuous improvement across the service to help achieve the Board’s aims of delivering excellent, value for money, customer-focused services.
Retirement Housing - IT Systems and Business Responsibilities
- Ensuring that staff within the team are competent and confident in the use of all systems across the business and understand the processes to follow to deliver core business priorities.
- Overseeing the running of transactions within a monthly, quarterly and annual calendar, ensuring reports are produced in line with agreements, regulatory requirements and business need within the timetables agreed for reporting.
- To ensure that staff at all levels within housing services team undertake direct responsibility for the accuracy of their own data and that information is entered in to the system in a timely manner.
Retirement Housing – Wider Responsibilities
- Maintain and develop relationships with partners within the wider internal departments of the NCI’s, the Accounts teams, and the Pensions department and to operate as part of a wider management team in collaboration with colleagues in both the Housing and Pensions Department.
- Assist with the development of policy and procedures which allow for the regular reporting of key performance areas within Housing Services.
- To regularly review and evaluate the workload of teams and individual staff, to identify trends, to explore staffing structures and to review these within the context of a developing and changing capability needs.
- Contribute to the continuous improvement and development of the Housing department and services, through Business Planning.
- Be responsible along with other team members for ensuring continuation of service in the absence of other staff
Please tell us how you meet the requirements for the role :
- Possession of a broad range of highly developed management skills including a demonstrable ability to lead, motivate, and develop both individuals and the service
- Ability to work within a management team
- Organised and self-disciplined
- Excellent inter-personal skills
- Excellent communication skills, both one to one and to an audience
- Ability to contribute to solving problems
- Ability to work calmly under pressure
- IT Literate
- Significant experience in a housing organisation
- Knowledge and understanding of the trends, developments, political and legislative framework affecting Housing
- Proven experience in the Housing Sector
- Managing change
- Managing staff
- Intellectual capacity associated with either studies to ‘A’ level standard, an appropriate housing qualification (CIH) and/or equivalent experience
- Ability to assess alternatives and exercise judgements
- Adaptable and innovative
- Ability to create, develop and maintain relationships with key partners.
- Ability to evidence examples of decision making, willingness to assume responsibility, and creative approaches to problems solving
- Experience and understanding of Older People and their Housing Needs
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As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families
We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.
*Where applicable depending on post requirements.