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Job Title: Housing Management Service Manager
Contract Type: permanent
Salary: £47,205.51 ( £52,070.01 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Hybrid
Location: Liverpool

For your application to be considered please attach a current CV and cover letter.

Applications may close before the deadline, so please apply early to avoid disappointment.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays.
• Flexible working options available
• Investment in your learning, personal development, and technology
A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Application Process:

If you share our values and are excited about making a significant impact as Housing Management Service Manager, we encourage you to apply with your CV and cover letter.

We encourage you to apply even if you don't meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

The difference you will make as Housing Management Service Manager,

In this role you will lead and manage the delivery of quality housing management services to customers of social housing and RHO, driving first contact resolution and ensuring that customer queries are dealt with quickly and accurately. You will own and maintain related policies and procedures to ensure that they reflect legislative requirements and best practice.

You will role model Our Riverside Way values, and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments. You will drive the continuous improvement of the customer experience, while relentlessly reducing waste and improving value for money.

About you

We are looking for someone with:

• Significant experience and / or qualification in Housing Law and tenancy management.
• Proven ability to lead and motivate teams, and to manage and report on performance.
• A strong customer focus, with excellent communication and influencing skills.
  

Role Profile

Role requires you to:

• Lead the Housing Management Services Team to deliver end to end case management of tenancy & leasehold queries that do not require site visits, striving to increase first contact resolution through the effective use of the Knowledge Base. Work closely with colleagues in the digital team and Customer Contact Centre to reduce customer effort in accessing our services.
• Act as the Strategic Lead in tenancy management, owning and maintaining the tenancy agreement library, policies, procedures, systems and data to ensure that the service reflects legislative and regulatory requirements and best practice.
• Champion the customer and lead by example, role modelling our Riverside values, to create a strong customer focused culture. Provide expert advice, support and training to teams across the business, dealing with difficult or complex tenancy queries.
• Work collaboratively across the organisation, building constructive relationships and ensuring that services meet the needs of our diverse customers, and the communities in which we work.
• Represent the Group at relevant benchmarking forums, conferences, meetings and other external stakeholder groups as required. Collaborate with the Communications and Marketing team to publish information regarding the service, in line with our Customer Communications Strategy.
• Proactively manage and motivate a highly skilled and adaptive team. Provide clear direction and regular communication and engagement opportunities, reviewing work outputs, setting improvement targets and appraising individual performance.
• Monitor, review and report progress as required, on the performance and cost effectiveness of the service, analysing relevant data and seeking feedback from customers and colleagues to identify and implement efficiencies and improvements to performance and customer satisfaction.
• Lead your area of the business to inform, contribute to and /or own and deliver plans and strategies in line with corporate frameworks, such as Risk Registers, Business Continuity Plans, Service Improvement plans etc. Ensure compliance with Group requirements in health & safety, safeguarding, equality & diversity, and data protection.
• Contribute to the development and review of relevant budgets, ensuring income and expenditure (as appropriate) is robustly managed in line with Group financial controls.

Person specification

Knowledge, Skills and Experience

Essential

• Demonstrable commitment to the Riverside Values
• Significant experience and / or qualification in Housing Law and tenancy management.
• Proven ability to lead and motivate teams, and to manage and report on performance.
• A strong customer focus, with excellent communication and influencing skills.
• Experience of successfully developing, implementing and monitoring strategies and plans.
• Demonstrable experience of effectively managing internal and external stakeholders Proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same.

Desirable

• Evidence of continued professional development.
• Membership of a relevant professional organisation.