Neighbourhood Services Manager - Moat

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Tonbridge and Malling. Tunbridge Wells. Sevenoaks. Dartford. Gravesham. Medway. Thanet. Wealden. Brighton and Hove. Mid
BE THE CHANGE

Neighbourhood Services Manager Brief for the positions of Neighbourhood Services Manager for Sussex London Essex

Hello! Moat is an incredible place to work, I love it and so do 97% of the people that work here according to our last staff survey!

We have just celebrated our 50th year and spent the last 12 months raising over £70k for charities selected by staff – smashing the £50k target. Have a look through our feeds and see how we did it – it’s a great example of the amazing group of people we have here, who will always go that extra mile and enjoy every minute of it! We are a strong social landlord that cares. We know we’re good at it but we want to be even better. Our business and customers are changing and it’s time to ramp up the commercial focus whilst not forgetting our social values. We also need to re-align our relationship with our customers; I’ve described it as a ‘reset’, a ‘reframe’ and a ‘refocus’. I am looking for seven Neighbourhood Services Managers (our new name for our Neighbourhood Housing Officers) to join our teams across three of our regional offices. You will own and manage the tenancies, leases and communities within a multitenure housing portfolio, acting as ambassador for Moat, whilst ensuring high quality services are delivered.

Are you interested? This is such an exciting time to join Moat, I want the truly inspirational to be part of our fantastic journey. If this sounds like you, please submit an online application via our website moat.co.uk/vacancies. If you’d like to have a chat about these roles you can call Steven Peach, Head of Neighbourhood Services (London/Sussex) on 0845 359 6612 or Anna Plucknett, Head of Neighbourhood Services (Essex) on 0845 359 6525.

I want you to come full of ideas about how we can drive our services and digital offering forward. Combine these with your excellent grasp of both tenancy and leasehold matters, your strong interpersonal skills and tenacious attitude make for a perfect Neighbourhood Services Manager. You will manage a portfolio within the local business zone: • Sussex – we’re opening a brand new office in Horsham, with business portfolios across the county • Essex – managing homes in business portfolios across South and West Essex, you’d be based at our Maldon office • London – with business portfolios across South and South East London, you’d be based at our Merton office (in the heart of our regeneration project at Pollards Hill).

I would really like to hear from you!

Stephen Walker Director of Neighbourhoods @StephenW_Moat

Main purpose of the job and the reward To manage the tenancies, leases and communities within a housing portfolio acting as Moat’s ambassador to our customers.

Key tasks: • To carry out regular estate inspections and regular monitoring of neighbourhood service contracts with customers, including cleaning and gardening. Implementing corrective actions and devising plans for improvement. • To handle leasehold and tenancy related enquiries in accordance with our contractual requirements and service standards • To ensure that managing agents comply with their contractual obligations, monitoring the quality of works undertaken and ensuring value for money. • To ensure an effective response to ASB and other tenancy breaches in line with our P&Ps, taking appropriate speedy enforcement action as necessary including court attendance • To sign-up new tenants and shared owners ensuring void turnaround times are minimised. Ensuring new customers understand both their own responsibilities and Moat’s requirements under their arrangements.

• To fulfil our safeguarding obligations in accordance with the Care Act 2014, ensuring that vulnerable residents are signposted to key agencies. Providing appropriate support in our capacity as landlord. • To enforce Moat’s arrears recovery policy and procedure including proactive discussions with residents, pre-court visits and court/eviction attendance. • To respond to service related complaints and queries from customers. • To carry out all duties in accordance with Moat’s: -- Equal opportunities policy -- Health and safety policy -- Policy on confidential reporting (whistleblowing) • To carry out any other duties consistent with the post that may be required from time to time, at the discretion of the line manager.

In return for your hard work, we will reward you with: • Salary up to £30,968 (plus London weighting for London-based team members) • Car allowance • Generous annual leave entitlement with the flexibility to buy and sell more annual leave • Pension scheme and life assurance

• Training and development including accredited management courses, further education sponsorship, professional subscriptions, leadership development programmes and a culture of internal development • Health and wellbeing including an employee assistance programme and a selection of optional initiatives.

Recruiting areas Our Essex team are based at our Maldon office. Uttlesford

Our/London/Sussex team are based at our Horsham and Merton offices.

Colchester Welwyn Hatfield

Harlow Chelmsford

Epping Forest

Maldon

Brentwood Basildon Castle Point

Thurrock

Rochford Southend-on-Sea

Bexley Dartford

Croydon

Gravesham

Bromley

Medway

Sevenoaks

Thanet Swale

Tonbridge and Malling

Canterbury

Maidstone

Crawley

Tunbridge Wells

Dover

Ashford Shepway

Mid Sussex Horsham

Wealden

Currently recruiting Brighton and Hove

Position filled Our offices

Essex

London

Sussex

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager

Neighbourhood Services Manager Neighbourhood Services Manager

About us Moat, an ambitious forward-thinking Social Housing provider.

Moat is one of the top 30 housing associations in the UK with 20,000 homes spread across south east London, Kent, Essex and Sussex and we continue to develop new homes at an impressive rate too – last year we delivered 664 and we are aiming for another 3,000 by 2020. Our ambition is simple - to bring an end to housing need. Housing associations are facing a period of change unprecedented in recent times. This gives rise to a number of significant challenges in terms of sustaining rental income, supporting residents through welfare reform and striving to maximise the delivery of new homes. We must also protect existing residents and homes; plus our social purpose – this is a delicate and challenging balancing act. Our particular expertise is delivering low cost home ownership, having been one of the pioneers of shared ownership in the early 1990s. Since then, we have assisted thousands of people to become shared owners, many of whom now own their homes outright but they still have a relationship with Moat as leaseholders and as part of the community on our developments. We currently have over 5,500 shared ownership properties – the largest proportion to our size in the sector. As the range of tenures and mix of housing increases we must develop and re-evaluate our services to meet our customers’ expectations. As a business we need to ensure we are commercially astute and adaptable and for our customers we must be accessible and provide value for money.

Alongside refining our existing services and putting new homes on the ground, we are also delivering a major regeneration scheme covering 850 homes in Pollards Hill in the London Borough of Merton. This scheme will involve refurbishment works to improve energy efficiency to homes and the overall look and feel of the estate. It will also incorporate some 90 new build properties. We are working on the social regeneration of the area, working with residents, local stakeholders and contractors to ensure that we make a lasting difference. Our completed schemes at Christian Fields in Gravesham and Stanhope in Ashford demonstrate how communities can be reinvigorated by careful and collaborative working. These estates have been transformed into places where people can feel safe, be proud to live and which have a strong and sustainable local identity. Moat’s financial strength puts us in a good position to rise to challenges and plan for the future. We have set our strategic goals for 2020 built around: •

Providing a clear and consistent customer service offering, supported by intelligent use of data and insight



Use of digital technologies to enable better communication and drive efficiency



Innovating to deliver new housing products, financing options and delivery models.

About you You will truly own your business portfolio, acting as ambassador for Moat, delivering effective services to our customers that you are be truly proud of. You’ll have a sound understanding of tenancy and leasehold matters, and can demonstrate from the outset that your knowledge is up to date and relevant. Importantly you’re a people person. You won’t hide behind a letter, or sit in the office all day. You’ll be out monitoring your communities, tackling any challenges and relishing solutions. You’ll embrace the technology that we offer that enables you to work remotely and effectively. Wherever you are, you’ll show the professionalism that we expect, but you’ll also recognise that work should be fun, and your personality will reflect this in the way you engage with your fellow team members. Your strong interpersonal skills will ensure excellent relationships with other colleagues around the business and beyond. You’re tenacious, confident and compassionate. You recognise that customer service is all about getting the basics right, and this requires individual commitment and a team effort to achieve it. You keep to your promises, ensure attention to detail at all times, and you firmly do not pass the buck.

We’re undergoing a significant period of transformation, we’re excited about it, and you will be too! You’ll challenge the status quo, and ensure our working practices are fit for the digital age – you’re the face of Moat, you’re our eyes and ears, our transformation must work for you and our customers. You recognise and are motivated by the sheer variety of tasks delivered by the role. This is a fast paced role, you’re therefore autonamous, hard-working and work well under pressure. Housing management is exciting and deeply rewarding, for you this isn’t a job, it’s a career.

Next steps

So if this sounds like you, get in touch, we’d love to hear from you! Visit moat.co.uk/vacancies and submit your application by 9am, Monday 30 October. Be certain to state which business area you are applying for in your application. Interviews are due to take place in early November.

Reset. Reframe. Refocus.

October 2017 - 422