Head of Housing and Support Services VALUES AND ATTITUDE

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1 JOB DESCRIPTION: DEPARTMENT: RESPONSIBLE TO: RESPONSIBLE FOR : HOUSING SERVICES MANAGER Housing Services Department Head of Housing and Support Services Community Housing Managers VALUES AND ATTITUDE Employees of Muir Group Housing Association are expected to adopt the organisation s values, as outlined in our Values in Action framework as part of their day to day work. This framework document clearly sets out the attitudes and behaviours through which employees should personally contribute to demonstrating these values. Managers are also expected to adopt, and demonstrate, the additional Leadership and Management values. PURPOSE OF JOB: To have overall responsibility for the social and financial performance of the Association s Housing Service across the country through inspiring, leading, motivating, guiding and supporting a large team of staff at various locations. To ensure that communities and individual tenancies remain sustainable for as long as possible, minimising both the financial risk to the business and the social risk to communities. Inspire, lead, motivate, guide and manage a multi-disciplinary team to deliver an excellent customer focused tenancy, income and community management service that is accessible and visible and results in high levels of customer satisfaction. To ensure that the Housing Services team stay up to date, in terms of legislative and regulatory changes, and adopt best practice in all relevant key functions. KEY OBJECTIVES: To have overall responsibility for ensuring the delivery of high quality housing services including Income Management/ Welfare Reform, Anti-Social Behaviour, Tenancy and Estate Management, Allocations and Voids and Resident Involvement. To be responsible for planning, co-ordinating and redeploying resources and workload appropriately across the team to meet service and business demands. This will involve working closely with the Customer Services Team in terms of increasing the queries that can be dealt with at first point of contact. 1

2 To effectively manage and monitor the Community Housing Managers to deliver high levels of performance in all areas through regular team meetings, Performance and Development Reviews (PDRs), support, coaching and training. To understand the reasons for poor staff attendance and poor performance and effectively, swiftly and decisively tackle any concerns in accordance with the Association s Performance Management Framework. To continuously assess individual staff member s strengths and areas for development and support, nurture and develop talent to create a high performing team. To be self-aware, responsible and accountable for developing a culture that embraces and drives change and service improvement where the organisation s values are firmly embedded in the team s approach to their duties. To split time across the various regions, spending time at each office, as required by the needs of the business. Take ownership and responsibility for efficiently and honestly resolving any escalated complaints through to a successful resolution as soon as practically possible. Ensure that any lessons learnt are built into future approaches to service delivery and make additional efforts to always go the extra mile to exceed the customer s expectations. Where there are expressions of dissatisfaction, take action to understand the reasons why and, where appropriate, employ actions or strategies to swiftly resolve the issues raised. Work collaboratively with the Service Improvement Manager to monitor, analyse and deliver improvements across all relevant performance indicator areas in order to increase customer satisfaction.to also participate in organisation wide service reviews, and policy and procedure reviews, acting as a lead sponsor as required and ensuring that reviews are delivered through to conclusion and that any arising recommendations are implemented as appropriate. Work collaboratively with the Social Investment Manager to deliver on social inclusion projects including financial and digital inclusion, employment and skills and health and well-being initiatives. Ensure that Housing Services colleagues proactively take a lead role in the delivery of appropriate initiatives in their communities. To ensure that Housing Services colleagues engage effectively with communities, working closely with residents and local community groups and partner agencies to facilitate inclusive and productive relations and ensure participation is maximised, and of demonstrable value, fostering a caring culture of meaningful involvement. Work collaboratively with the Communications Team to positively promote achievements and successes from the housing services delivered across the country. To ensure the team uses initiative in developing a detailed knowledge of homes across the country including stock profile, residents needs and wider community issues and use this insight and data to tailor services, and improve them, accordingly. 2

3 To deliver performance to various agreed KPIs for each service area covered, within budgeted costs, including: Complaints Re-letting empty properties Reducing failed tenancies Anti-social behaviour Tenancy and estate management including regular scheme inspections andand subsequent remedial actions needed Income management and arrears recovery Demonstrating social value of tenancy related support needs interventions Safety and security of schemes, in particular fire safety and responding to Fire Risk Assessments Staffing resources, performance and absence To have a clear understanding of key corporate priorities and performance indicators throughout Muir Group and undertake a critical role in helping to determine these. To take a lead role in delivering the Operational Plan and contribute towards the strategic planning of the Department and wider organisation. To provide cover for Community Housing Managers and deputise for the Head of Housing and Support Services as required. Play a key role in the annual budget setting process for Housing Services and manage budgets and resources in accordance with delegated authority and the Association s policies and procedures. Take responsibility for required corrective action when necessary. Prepare detailed reports on key issues, including performance, staffing issues, legislative changes etc, as and when requested, by the Head of Housing and Support Services or Housing Services Director. When required, to also prepare and deliver written or verbal reports for the Senior Management Team and/or Board on key Department matters that require either decision, approval or that are for information. Take a lead role in servicing and reporting to the appropriate committees or groups within the resident governance structure, acting as the key representative from Housing Services. To ensure that all relevant contracts, including for scheme services, are appropriately procured and robustly monitored and managed. 3

4 To work closely with Asset Management colleagues to ensure that all schemes are well maintained and physically and financially sustainable. To work collaboratively with Development colleagues in the design and delivery of new build development programmes. To promote the principles of safeguarding whilst having a comprehensive understanding of child protection and vulnerable adult issues and to adhere to Muir Group s policies. Ensure that Housing Services staff adhere to these policies at all times. To provide Out of Hours cover for Housing Services, on a rota basis, with other management colleagues. This will involve being available to offer telephone advice and either attend site, or arrange for a representative to attend site, if required during an emergency situation. GENERAL DUTIES To work closely with HR colleagues in recruiting, and developing, new staff. Making a difference to lives and communities creating and nurturing a sense of belonging, place and community. To contribute to the development of appropriate methods of seeking feedback on tenancy and community services provided. Be aware of what is happening in other teams and help to build solutions and create shared goals in the pursuit of a cohesive approach. Embrace and participate in own personal development initiatives in order to increase skills and knowledge to ensure that targets are met. To establish, develop and maintain effective working relationships with all colleagues, contractors, key stakeholders and partner agencies to ensure a cohesive approach to the delivery of performance standards and business objectives. To positively and passionately represent Muir Group externally, working to attract complementary services into communities from other agencies to assist in delivering on corporate priorities. To ensure that all records are accurate and maintained in line with appropriate guidelines, making effective use of all ICT applications. To ensure that accurate information and advice is given to residents, keeping up to date with policy and procedures and within legislative requirements. To attend internal and external meetings relevant to the role through a flexible approach to working hours. This will include evening and weekend work, possibly on a rota basis. 4

5 To uphold and promote both the organisation s Health and Safety Policies, and take responsibility for own health and safety, identifying and reporting issues as required, and the organisation s Equality and Diversity policies. To carry out other duties appropriate to this post, as necessary or as requested. This job profile only contains the main accountabilities relating to the job and does not describe in detail all the duties required to carry them out. May

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