A challenging role, part of a growing business and adding significant value by providing excellent customer service across the organisation. The role requires natural ability to network and build effective relationships with key colleagues inside and outside of the organisation. This role requires a flexible approach, providing a local service which is tailored to the requirements of the individual and local community.  

Role purpose:

We are seeking an experienced neighbourhood manager within Charlton Triangle Homes Team, to provide excellent customer service by working with residents, internal and external partners and to coordinate service delivery on estates which would improve the environment and the lives of our residents.

Key results:

• To develop and maintain relationships with internal and external stakeholders in order to support our customers.
• To assess clients’ needs to ensure effective service delivery.
• To advise and support our customers in resolving their queries and issues, ensuring that their expectations are managed and proactive resolutions are identified.
• To update and maintain systems/ records to ensure that information/data is kept up to date and accurate and that KPI’s are met.
• To follow Peabody Health and Safety policies and procedures to ensure, as far as is practicable, your own safety and that of others in the workplace.
• You may be required to undertake specific Health and Safety roles such as Safeguarding, Fire Warden or First Aider as part of your duties

Success metrics:

• To ensure properties are safe and compliance is maintained with the terms of the tenancy, lease or management agreement
• To deliver high standards in housing management,
• To provide a flexible face to face service with a commitment to solving problems quickly and efficiently.
• Identify and provide support for vulnerable customers. Reporting and acting on safeguarding concerns resulting in better coordinated services to ensure the wellbeing of our customers is a priority.
• Achieve ‘right first time’ outcomes and reduce complaints and failure management.
• Develop and deliver local offers that meet the needs and wants of the local community/estate.
• Promote the use of Peabody’s ‘self-service’ options to customers, making the best use of technology and social media as a tool for communication.
• To work collaboratively with the new resident’s team, making the best use of our stock and meeting the housing requirements of our customers.
• To work collaboratively with regeneration and development to deliver the aspirations and master plans for specific areas for growth, change and transformation.
• Work with subject matter experts in a range of areas such as fraud, Antisocial behaviour, legal, Tenant and Family Support, resident involvement, market rent and homeownership services, collections, service charges, customer services, estate services, environmental services, welfare rights, employment and training advice to offer a first-class service. 
• To prepare evidence and Notices including attending Court to present cases where legal action/possession is required.
  Attend external and partner agency meetings including meetings with stakeholders, community leaders etc.
• To promote resident involvement and feedback.
• To attend Tenant/Resident Association meetings and other resident events. To actively engage and work with residents in the management of their home and Neighbourhoods, to develop and improve service delivery taking full account of resident’s needs.
• To ensure income is generated through the letting of sub units.
• Carry out welcome visits to new tenants within 6 weeks
• To carry out other duties in line with the above as requested by your line manager. 

About you:

You will be:

• Ability to work independently, exercising good initiative and judgement
• Proven time management and prioritisation skills.
• Proven experience and ability to deliver excellent customer care and valuing diversity.
• Proven attention to detail and ability to work on a variety of tasks simultaneously.
• Ability to work under pressure and meet deadlines and targets.
• Demonstrate a commitment to building and sustaining relationships to improve communities and engage with residents.
• Track record of delivering excellent customer service in a service industry.
• Prudent management of resources financial, technological and human.
• Managing projects to deliver a better customer experience.

You will have:

• UK Housing Law in relation to residential premises

Qualifications:

• Housing qualification such as CIOH (Desirable) 

Job No: 504367

Job Type: On-site (Full-time)

Salary: £35,423 per annum

Weekly Hours: 35 

Shift Pattern: Monday - Friday 

Benefits: 30 days’ annual holiday plus bank holidays, Employee benefits program, Pension scheme + more

If you experience any technical issues, please email recruitment@peabody.org.uk quoting the job number and title.

At Peabody, where possible, we provide flexible working opportunities from day one to our employees, as we recognise the importance of a good work-life balance; and to improve our productivity and performance, we embrace agile working, which means if you are in a desk based role, that will be a hybrid of office and home working. If your role is in a client facing environment, appropriate base location will apply.

Our mission is to help people make the most of their lives and an important part of this is to ensure that our organisation reflects the wider communities we serve. We want to attract recruit and retain a diverse, inclusive and creative workforce to give us the best opportunity to meet the diverse needs of our residents and customers. We actively encourage applications from all groups and communities, as well as from BAME, LGBTQ+ and disabled people.