Housing Services Manager

Job Description:          Housing Services Manager (ASB, Tenancy Sustainment and RTB)Responsible To:           Head of Income and Commercial ServicesResponsible For:         ASB, Tenancy Sustainment and RTB OfficersLocation:                        All localities.Contract:                        Full Time Permanent Job Summary:As the Housing Services Manager (ASB, Tenancy Sustainment and RTB) you will lead a team of Officers to provide a quality, effective and efficient Anti-Social Behaviour Service (ASB) and be responsible for the Residential Tenancies Board and Tenancy Sustainment Activities.As Service Manager you will ensure that preventative and enforcement action is taken to address ASB and oversee and co-ordinate all aspects of Tenancy and Dispute registrations and coordinate and lead the Team ensuring that each RTB Officer has the tools to carry out their role and workload is effectively managed and coordinated including maintaining the Asset & Liability Register ensuring. You will work closely with customers, the RTB Team and relevant agencies including the Guarda to ensure that outcome focused, efficient and effective services are delivered to reduce the impact of ASB across Tuath managed communities.You will be responsible for ensuring that customers can sustain their tenancies through prevention, early intervention with targeted support from yourself and relevant agencies. Through effective management of your team you will ensure that customers maximise their income through welfare benefits and grant funding to support effective money management ensuring successful tenancies.The postholder will provide management, coaching and support of our RTB, Tenancy Sustainment and ASB Team that includes ensuring that we respond to customer ASB reports effectively, complete thorough investigations with appropriate actions taken and that all aspects for RTB registrations are progressed effectively.You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism and within set key performance indicators. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, and taking the lead on developing and implementing specific operational service improvements and representing the organisation with partners and stakeholders. You will develop and be responsible for operational application of our ASB and RTB policy / procedures.The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.  KEY RESPONSIBILITIES (Functional): 1.        Manage the team to deliver an exceptional ASB, Tenancy Sustainment and RTB Service in line with regulatory and legal requirements.2.        Supervise and support ASB, Tenancy Sustainment and RTB Team Leader in handling a full range of registrations, cases, providing coaching and guidance on complex matters.3.        Be responsible for the team performance ensuring that KPIs are met across all three service areas.4.        Build and maintain partnerships with internal teams and external stakeholders, including local authorities, Guarda, and community organisations including overseeing the effective use of specialist equipment as necessary in conjunction with ICT such as mobile CCTV and noise monitors.5.        Represent the ASB service in relevant hearings and stakeholder meetings, ensuring all legal and procedural requirements are met.6.        Ensure that effective ASB services are provided in line with Tuath Tenancy Agreements and statutory requirements.7.        Ensuring that matters of safeguarding are reported to the relevant Housing Services Manager.8.        Ensuring correct and compliant operation application of ASB, Tenancy Sustainment, RTB policies and procedures, monitor application to ensure that operational activities are legally and policy compliant meeting the needs of our customers.9.        Work in partnership with internal teams to ensure that the ASB, Tenancy Sustainment and RTB services we provide are implemented on time and within budget, and that we continually strive to meet customer aspirations.10. To support the Team to provide an excellent, responsive, and effective service including overseeing and managing current registrations, ensuring annual registration is completed and identifying/ensuring all new properties that require registration are completed within specified timeframes.11. Responsible for the Rents and Housing Teams Dispute Applications proactively managing andmonitoring performance and actively managing any underperformance.12. Ensure all Social Leased properties have the correct SLA added to the register that includes the management and updating of the Assets and Liabilities Register.13. Produce, report, and analyse data, relevant RTB KPI’s and provide data andother relevant information to compile or assist with the contents of reports.14. Ongoing monitoring of registrations to ensure the RTB is reflected with any tenancy change.15. Regular auditing and checks within the Housing Management system ensuring the accuracy of customer details.16. To increase Tenancy Sustainment through provision of effective support of Customers through income maximisation.17. Produce clear, informative, and meaningful reports for key stakeholders on the performance of the RTB team.18. Ensure a high level of customer service is provided to both internal and external customers19. Ensure the Customer Voice is at the heart of service delivery, using complaints and satisfaction survey results to drive continuous improvement and ensuring all customers are treated fairly, with respect and in recognition of their individual requirements and any protected characteristics, and that all customer complaints and enquiries are dealt with promptly and to a high standard20. To actively seek opportunities for service development, including supporting the Lettings Manager in reviewing best practices, benchmarking, and forming operational links with other organizations and partners that benefit customers and enhance service delivery21. To provide voluntary support in the provision of Tuath out of hours coverage with other managers and team leaders as required.KEY RESPONSIBIITIES (Organisational): 22.   Provide motivational leadership, management and support to line managers and their teams,23.   Lead and motivate the ASB and RTB Team ensuring clarity of direction, effective communication, and development of personal potential.24.   Promoting a culture of excellence and continuous improvement and ensuring they have the knowledge and skills to perform their roles effectively, through regular performance appraisals and constructive feedback25.   Manage performance, both at an individual and service level, and report on performance indicators and outcomes to senior management, as well as identifying and monitoring risks associated with service delivery26.   As a member of the Management team, adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.27.   In conjunction with the Chief Executive, Deputy Chief Executive and Director of Housing Services, contribute to the development of strategic and financial plans and keep the business plan and other key strategies under review and manage and mitigate risk.28.   Assist the Head of Housing to set, achieve and be accountable for departmental performance targets, KPIs, including benchmarking performance externally.29.   Monitor standards of performance throughout the range of the directorate’s operations, ensuring development of an effective service responsive to changing circumstances and demands.30.   In all aspects of the company’s work, promote effective communications, excellence in customer service, and a focus on continuous improvement.Corporate Responsibility31.   Ensure the values of the Association are reflected in your work and that all services provided are delivered in line with the Association’s Vision, Mission and Core Values.32.   Act as an ambassador for Tuath Housing, attending, and contributing to professional forums and events and disseminating the learning.33.   Ensure compliance with all regulatory, statutory, and legal requirements.Supervisory Responsibility 34.   To be responsible for the supervision, training, direction and management of All colleagues within the Housing Services Team.35.   To coach Housing Management colleagues being a source of guidance and advice.36.   To be responsible for identifying training needs, updating knowledge of changes in legislation, best practice, and internal policies for the team.37.   Provide regular one-to-ones and reviews to manage colleague performance, in accordance with company policies and procedures.38.   To take part in the recruitment, selection and induction of team and other staff as required.39.   To contribute to the formulation of policies and procedures.40.   To build and maintain “industry” relationships and a good understanding of government housing policy.Health and Safety Responsibility41. To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association’s Health and Safety Policy.42. Ensure all appropriate health and safety risk assessments are in place and making sure colleaguesare aware of and adhere to any specific instructions and use personal protective equipment whererequired.Ensure that team members are aware of any risks associated with their role, adhere to any specificinstructions, and use personal protective equipment where required.