The role
We are recruiting a Resident Services Manager in the South Area within the Resident Services Division of Housing. The roles will include but not be limited to leading and managing a team of staff providing an effective, efficient, and customer-focused housing and lettings service to a management patch across diverse tenures.
Key Responsibilities
You will be responsible for providing leadership and management to a team of diverse, highly-motivated Resident Services Officers, to ensure an excellent customer experience underpinned by well-planned proactive services that achieve high levels of customer satisfaction from all tenures. You will act as the pivotal role between service delivery and service design in achieving the strategic objectives for housing and neighborhood services across the borough. Key duties include:
- Driving through excellent performance management and innovative service development in pursuit of high standards of delivery from all staff in line with the department’s objectives.
- Motivating and developing a large team of staff including Resident Services Officers and Concierge Officers
- Tenancy management of over 5,000 properties
- Building effective working relationships with ward councillors, public sector senior managers, and third sector partners.
About Southwark:
We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse and growing population.
At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities. Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice and inequality) underpins all that we do.
Additional details
Required Skills and Experience:
This is a challenging and high profile role and will require someone who:
- Has experience of performance management of a large team
- Has a practical knowledge of social housing and an understanding of landlord/tenant law which will be used to enforce tenancy and lease conditions across our housing estate, as well as working closely with residents’ organisations to tackle broader issues. • has a positive and can-do approach
- Can exercise a high level of independent responsibility, working across agencies and partners in a way that brings about strategic change and addresses the corporate aims of the council and objectives of the department.
Additional Information: • This is a fixed term position for 1 year in the South Area.
• 36 hours Monday – Friday, with some evening meetings • Internal candidates only
Benefits and more information:
In your role, we want you to feel supported, challenged and rewarded. You will benefit from our family-friendly policies including flexible working, home working, and a local government pension scheme, plus many other staff benefits. You will join a motivated, driven and supportive team that strives for excellence and values its members. You will also be part of a successful and high-achieving development team that is making a real difference to the lives of residents in the borough. For more information about the wide variety of benefits you can take advantage of please visit our Staff Benefits page.
Recruitment timetable
Advert Closing Date: 18th August 2024
Shortlisting Date: 22nd August 2024
We will only consider applications from internal candidates, that are current employees or agency workers on an active assignment.
We encourage any internal staff to to gain agreement from their substantive line manager if considering this is as a secondment opportunity.
*Please note, we reserve the right to close applications prior to the closing date indicated above - please apply as soon as possible - we look forward to receiving your application.
Guaranteed Interview Scheme:
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together programme. We particularly welcome applications from members of the Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
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