Marks Consulting Partners are currently recruiting for a Housing Customer Service Manager to work with one of our Housing Association clients in South London.
This is a permanent role paying up to £65k per annum, dependent on experience, and the successful candidate will lead a team of two Housing Customer Service Leaders and two Anti-social Behaviour Officers.
What you will be doing:
* Delivering a first class, efficient, customer focused and responsive housing management service
* Demonstrating success against housing management KPIs, including customer satisfaction, complaint resolution, estate inspections and fire risk assessments, void turnaround, ASB resolution, and tenancy and estate management
* Ensuring compliance with policies, procedures and legislative requirements
* Building and leading a highly motivated, performance driven team against key targets
* Overseeing directly delivered and agency managed supported accommodation, maximising independence and tenancy sustainment
* Analysing data to understand trends and issues in customer needs and complaints
* Minimising cases escalating to court or eviction through proactive, effective management
* Undertaking management reviews of escalated complaints, ensuring lessons learned drive service improvement
* Ensuring effective resident involvement in the evaluation and design of services
What you will need:
* Degree or equivalent qualification
* Knowledge of housing law, the regulatory framework and good practice around debt recovery
* Experience presenting cases to court, with knowledge of the court system and legal remedies relating to tenancy matters
* Extensive experience delivering an efficient, effective housing management service, with a proven track record against targets
* A clearly evidenced track record of managing change and delivering service improvement
* Excellent written and verbal communication skills, with a proven ability to influence and manage stakeholder relationships
* Experience leading and motivating a multi-disciplinary team, identifying and harnessing talent at all levels
* Commitment to providing a high quality service to colleagues and external clients
If this job is not quite right for you but you are looking for something new, please contact us for a confidential discussion.
Marks Consulting Partners specialise in the recruitment of professionals across Property Services, Housing Services, General Practice, Town Planning, Regeneration & Development, and Building Consultancy, working with housing associations, local authorities, and related public sector organisations