Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold

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1 Role Profile Role Title: Directorate: Department: Team: Leasehold Co-ordinator (LSE) Resident Services Local Services Regional Role Identifiers: - Career Ladder: Customer Services - Level: Level 4 - Function: Leasehold - Discipline: Neighbourhood Management Main Purpose 0f Role Deliver a proactive, effective and customer focused Housing Management service to Leaseholds Schemes for the Elderly (LSE) schemes, helping customers and communities to access appropriate support services both from The Hyde and local partner organisations. Working with the central Leasehold Team, provide expert advice on Leasehold management, to ensure The Hyde Group operates within legislation and to prevent legal action. Supervise and manage the operational delivery of team of LSE Scheme Officers in order to deliver a seamless Leasehold service on behalf of The Hyde Group. Outputs & Accountabilities Deliver an excellent Housing Management service to residents, taking the lead on responding to, and managing a course of actions where breach of lease has occurred. Leaseholder Co-ordinator (LSE) v2.0 [RS.06] Page 1

2 Supervise, manage and develop a team of Scheme Officers, coordinating workloads ensuring services to key stakeholders (business partners, internal customers, tenants and residents) are provided to a high standard and without disruption. Provide training and any required support tools in order to equip the Scheme Officers with appropriate business knowledge and skills. Hold regular meetings with Scheme Officers in order to support and handle any performance related issues in a professional, proactive and effective manner. Lead on managing any reported cases of Anti Social Behaviour (ASB), including nuisance, harassment, domestic abuse, damage to property, squatters and abandonment. Undertake routine leasehold monitoring and enforcement activities. To provide a high quality Leasehold service to residents, responding promptly to correspondence, complaints and queries in line with the Customer Service Promise. Develop local community engagement initiatives. Undertake Section.20 consultation in liaison with central Leasehold Team. information and complete and issue notices in timely manner Provide advice/guidance relating to statutory consultation notices Maintain Arrange and manage replacement of communal equipment, fixtures and fittings, ensuring best value principles are adhered to.hold quarterly Leasehold meetings at schemes Arrange and manage consultation presentation with property services and contractors Liaise with contractors and Property Services team on Planned and Cyclical Works Deal with permission for Leaseholders to carry work within their property, ensuring the lease is adhered to. Prepare and provide evidence for LVT/RtM, where legal action is necessary, and attend Hearings. Work in partnership with statutory and voluntary agencies to ensure the needs of a diverse range of service users are met with the purpose of maximising inclusion. Deal sensitively with vulnerable residents and refer cases to appropriate support providers both internally and externally where necessary. Work with residents to develop more tailored service delivery proposals at a local level to help residents and communities achieve services which meet their needs. Leaseholder Co-ordinator (LSE) v2.0 [RS.06] Page 2

3 Attend meetings with external partners and stakeholders in order to achieve effective partnership working, meaningful resolutions for customers and to positively represent Hyde s services. Promote and increase resident involvement in the shaping of services delivered by The Hyde Group with the purpose of improvement in, and maximisation of, resident satisfaction. Consult with residents in relation to delivery of chargeable services and creation of new services. Oversee and monitor that Hyde Group properties are maintained to an excellent standard in order to enhance resident satisfaction. Monitor and report on contractor performance in order to facilitate effective contractor management and high performance against service standards. Work and consult with residents to identify and carry out environmental improvement works, within a Scheme s Service Charge budget. Work in collaboration with internal departments across The Hyde Group in order to provide an effective all round customer focused service to residents. Work with Hyde New Homes, to ensure that Solicitor enquiries are responded to within agreed timescales, to avoid delays in Re-sales/Purchases. Work with the Service Charge Team to ensure accurate service charge budgets and annual statements are issued, and queries are responded to. Support service charge consultation exercises alongside resident engagement, service charges and income teams. Demonstrate proficient use of MS Office packages including Excel and Word, along with inhouse customer relationship management systems in order to case manage and maintain relevant customer information to an excellent standard. Follow policies, procedures and systems covering all aspects of work. Raise any non compliance or process failures with Managers as set out in the Risk Management framework, encompassing Health and Safety, Data Protection and management controls or compliance with all statuary, regulatory and policy requirements relating to the management of the Hyde Group. I agree to carry out the duties specified in the role profile: Signed Employee: Signed Line Manager: Date: Date: Leaseholder Co-ordinator (LSE) v2.0 [RS.06] Page 3

4 Expected Competencies for Leaseholder Co-ordinator (LSE) LEADERSHIP TECHNICAL EXPERTISE AND BUSINESS THINKING CUSTOMER FOCUS (INTERNAL AND EXTERNAL) CHANGE MANAGEMENT DELIVERY FOCUS PROBLEM SOLVING Leaseholder Co-ordinator (LSE) v2.0 [RS.06] Page 4 Represents the organisation positively when dealing with external stakeholders/customers Is self-motivated; motivates and energises others Consistently role models appropriate behaviours to customers and staff Is open, honest and respectful to customers and staff Talks positively about the organisation when dealing with others Is approachable and consistent, remaining calm in all their interactions Communicates unpopular and/or sensitive messages to customers/stakeholders; handles negative, aggressive and emotional situations confidently and in a composed and professional manner Has developed depth and breadth of knowledge and skills; is a recognised expert in one or more skill areas and the organisation Integrates knowledge of their own area, eg understands the links; understands how their own area contributes to organisational objectives Improves work processes in their own area, utilising their understanding of the wider organisation Adheres to and articulates the importance of following policy and procedures to mitigate risk Fully understands the relationship between work processes and the Group objectives; understands the impact they have through their own work Considers business constraints when responding to customer needs Considers and monitors controllable spend eg travel, office costs Recommends changes to current processes/services to respond to internal or external customer needs Views and treats customers positively; understands and articulates to others their importance in relation to corporate aims Looks at poor service levels collectively; identifies trends/themes in order to action service improvements Promotes and adopts a person-centred approach with customers in order to tailor services delivered to that customer Builds relationships with external stakeholders and internal functions provide a high level of service to customers Proactively shapes how changes can best be implemented; Leads the implementation of change effectively, supporting their team Encourages team to embrace change; copes with the ambiguity created in their work area effectively Holds regular meetings to communicate change, give updates and provides support Involves others in how improvements or changes might be implemented Gives the team an understanding of organisational change and what it means for them Manages own time, may manage that of others Takes ownership to complete assigned tasks/projects independently Achieves goals through the work of others and coordinates work beyond their own area of expertise Monitors data integrity ensuring high levels of accuracy are maintained Looks to make things happen rather than being easily offset by obstacles Consistently steps outside the mandatory requirements of their role; highlights inefficiencies and suggests improvements Solves complex problems; takes a new perspective on existing solutions Provides guidance and assists others to decide upon a recommended solution in solving novel and complex problems Leads on escalated issues in order to reach resolution; escalates to the appropriate person if required information is not available or a complex/risk issue is involved Recognises and gathers relevant information using appropriate resources Considers logical and practical decisions based on evidence and analysis Is confident to use their own initiative and judgement to make decisions and move things forward (when appropriate)

5 COMMUNICATION, NEGOTIATING, INFLUENCING TEAMWORK, COACHING AND GUIDANCE Explains difficult issues and works to establish agreement within the team Listens actively to others and Conveys/presents key complex messages clearly and effectively Communicates information accurately in writing and verbally Advocates and negotiates with other departments or external parties to achieve outcomes Communicates with credibility and confidence in their specialist field or operational area Adapts style of communication according to a range of different audiences including senior management teams and external stakeholders Supervises and provides direction to others to enable them to understand and deliver their work effectively Has ongoing, regular, open and informal dialogue with peer team members to develop a sense of team and consensus Offers support and encouragement; supports others to resolve complex issues/problems Seeks out/is open and receptive to feedback from others about themselves/their team Acts as a facilitator to resolve conflicts within a team or to maximise the success of the team Challenges team members constructively, eg on quality, quantity or behaviour Confidently and proactively shares expertise with team members; seeks, and values the ideas and expertise of others Leaseholder Co-ordinator (LSE) v2.0 [RS.06] Page 5

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