JOB DESCRIPTION/ROLE PROFILE

Job Title:Housing Manager

Reporting To:Group Director of Housing and Customer Experience

Located At:Head Office, Northern Whig House, 3 Waring St, Belfast

Hours of Work:37 per week, Monday – Friday (flexi hours)

MAIN PURPOSE OF THE JOB:

Our tenants and residents are at the heart of what we do. As Housing Manager, you will be managing and supporting a team of housing and customer services staff to provide a great experience with a target focused service. You will be required to work closely with residents, communities and other agencies to deliver the full remit of the housing management and community service, with an oversight role for allocations, income recovery, financial inclusion and sustainable communities.This will be delivered against a backdrop of ensuring services represent Value for Money and we are spending well, less and wisely.

The housing accommodation type and the client groups in Clanmil include:family homes, single person accommodation, sheltered housing for older people, apartment living for active older people, supported living for older people with dementia and housing forTravellers. Our Supported Housing is often provided in partnership with other specialist providers and the client groups include: young people leaving care, people with chronic mental ill health, people learning disabilities, and Women’s Aid refuges.

We currently have 4602 homes across Northern Ireland and we are a developing housing association with a target of 400 homes each year being handed over for management.

GENERAL RESPONSIBILITES:

A / SERVICE TO OUR CUSTOMERS
1 / Lead and motivate staff to ensure high performance and commitment to achievingthe outputs in the Business Plan and the Key Performance Indicators.
2 / Manage the allocation of homes in accordance with policyand optimise the occupation of our homes. Be creative and target driven to ensure vacant properties are let, re-let targets are achieved and new homes are fully let at handover.
3 / Proactively manage and deliver an effective income recovery service and influence the design of new systems of work to achieve performance indicators for arrears. Ensure the Financial Inclusion Framework supports income recovery into the business and focuses on tenant accountability and money management.
4 / Ensure service delivery meets or exceeds statutory and regulatory obligations and our services are in line with best practise and surpasses market benchmark standards. Understand and fully embrace benchmarking tools to understand better our performance.
5 / Prepare reports and deliver presentations in interests of the business to Tenant Fora, tenant meetings, staff, management and external agencies.
6 / Participate in internal and external audit, inspection reviews and ensure any agreed action in your area is implemented.
7 / Review and implement the Association’s Tenant Participation Strategy with feedback fed into service improvement and ensuring customer service is at the heart of what we do.
8 / Ensure housing services are delivered to other partner agencies in accordance with Service Level Agreements.
9 / Promote shared housing in our communities in our estates and supportThe Together: Building United Communities Strategy.
Deliver safe and sustainable communities with community investment interventions.
B / BUSINESS DEVELOPMENT
1 / Participate actively, promoting and representing the Association to resolve wider community issues.
2 / Responsible for influencing and implementing the digital changes within the department and working collaboratively with colleagues, to meet the needs of the business.
3 / Participate actively in NIFHA groups, DfC, NIHE, PSNI, mediation services and with political representatives to maintain sustainable communities.
4 / Lead the ongoing management and assurance compliance with the GDPR Regs, in the Housing Department, ensuring tenant data is held safely, securely and processed in accordance with the internal policies and regulations.
5 / Be responsible for providing services within the Clanmil Group and to other agencies and ensure that adequate controls are in place for Joint Management Agreements.
6 / Ensure that project groups are effective for planning for the smooth management of new housing schemes.
7 / Harness the use of data to make better business decisions and understand the needs for business analytics and performance targets to measure cost, effectiveness and output.
8 / Participate and lead on change management processes within housing, making the service fit for the future and working across teams and aligning services with our digital transformation strategy.
9 / Review the Risk Register in accordance with policy and ensure risk assessments are undertaken and mitigating factors implemented and ensure staff are knowledgeable and compliant with risk.Ensure that risk management policies and training is applied and reviewed.
C / FINANCIAL MANAGEMENT
1 / Ensure revenue budgets are set in the planning for new services and new housing schemes. Ensuring that budgets are reviewed annually and in accordance with the timescale for all services and that performance against budget is monitored and key focus areas are resolved.
2 / Plan for the operational management of new housing schemes and ensure the budget is set in time and additional staffing and financial resources are approved prior to handover.
3 / Prepare robust business cases for new investment and ensure prompt action is taken to meet financial targets.
4 / Lead the planning and implementation of the changes to the business with the changes arising from a raft of Welfare Reforms. Ensure there is robust future modelling of impact and focussed action plans that mitigate effect on the business and on our customers.
D / STAFF MANAGEMENT
1 / Agree performance standards targets with each individual to meet the KPIs and the business plan and ensure performance is regularly subject to critical appraisal.
2 / Ensure that work is appropriately and fairly delegated to the teams with clear personal targets.Work collaboratively with colleagues to ensure outcomes are delivered.
3 / Identify new opportunities for future developments.
4 / Bring out the best in your team, driving performance, leading and coaching staff to deliver effective and responsive services for tenants.
5 / Ensure good practices are in place and that staff are compliant with Health and Safety Policies in your area of management.
Participate in the Health and Safety Forum.
6 / Ensure good meaningful two-way communication with the teams.
E / PERSONAL DEVELOPMENT
1 / Embrace opportunities for learning and development to help you fulfil your role to the best of your ability.
2 / Take responsibility for specific areas of work as required by the Group Director of Housing and Customer Experience or Group Chief Executive, as required.
P / FOLLOW THE ASSOCIATIONS POLICIES AND PROCEDURES
1 / To comply with the Association’s Code of Conduct in the performance of all duties and ensure confidentiality of information when appropriate.
2 / Adhere to the Association’s Fair Employment and Equal Opportunities Policy
and commit to the principles and aims of the Equality Scheme S75
duties with regard to religious faith, political opinion, racial groups, men and
women generally, marital status, age, persons with a disability, persons with
dependants and sexual orientation.

This Job Description indicates only the main duties and responsibilities of the post. It is not intended as an exhaustive list.

Core Values
These are our guiding principles and describe the behaviours that lead to achieving great performance in the organisation.
We will show Commitment by:
  • Putting our hearts and minds into what we do.
  • Taking pride in delivering excellent customer service that strives to exceed customer expectations.
  • Looking for new ways to do things that will improve services to our tenants.

We will show Excellence by:
  • Putting our tenants at the heart of everything we do.
  • Being attentive to customers needs by being polite, courteous and upbeat.
  • Going the extra mile.
  • Being an ambassador for Clanmil Housing by promoting the vision and our objectives in a positive and inspirational way.
  • Actively participating as a team member working collaboratively with colleagues to achieve mutual goals.

We will show Respect by:
  • Acting with authenticity.
  • Fixing our mistakes
  • Promoting a ‘can do’ attitude.
  • Building mutual trust and understanding by being open, honest and respectful to others.
  • Actively listening to and understanding our customers' needs and expectations.
  • Ensuring our interactions with others internally and externally are positive and constructive.

We will always be aware of our Community by:
  • Demonstrating a sense of responsibility for contributing to vibrant and resilient communities.
  • Understanding our role in making a difference to people’s lives.

We will display Simplicity by:
  • Listening to our customers and responding to their needs.
  • Taking responsibility and ownership.
  • Delivering what we promise.

We will never stop Learning because Change is constant.
  • We will openly share our expertise and knowledge with others.
  • We take responsibility for own learning and will seek opportunities to continuously develop.
  • We are flexible and can adapt to change and new ways of working to enable the organisation to meet its objectives.

We embrace Diversity, everyone has a role to challenge and contribute.
  • We recognise and understand the strengths and opportunities of a diverse workforce within Clanmil Housing.
  • We ensure that everyone has fair and equal access to our services.
  • We respond to the diverse needs and aspirations of our customers.

The role holder must have a flexible attitude to work and carry out any other duty, from time to time, requested by the Group Director of Housing and Customer Experience.

Signed by Postholder: ______

NAME______

Date: ______

Signed by Director: ______

Name ______

Date: ______

JOB PROFILE

CRITERIA / ESSENTIAL / DESIRABLE (E / D) / ASSESSMENT METHOD
EXPERIENCE / KNOWLEDGE
You will be educated to degree level with 3 years relevant housing management experience. Exceptional candidates with 5 years relevant housing management experience without a degree may also apply. / E / Application form and interview
An understanding of housing, sustainable communities, housing law, and welfare benefits. / E / Interview
A proven track record of letting properties to optimise income and reduce voids. / E / Application form and interview
An operational understanding of financial management, to include setting budgets and service charges payable by tenants. / E / Interview
A minimum of 3 years experience of managing a team of staff to include performance management i.e. experience in disciplinary and grievance settings, staff appraisals and recruitment and selection of staff. / E / Application form and interview
Knowledge of working with a variety of client groups including older people, Travellers, people with enduring mental ill health, people with learning disabilities, people with disabilities or other client groups. / D / Interview
Demonstrate evidence of managing a voids strategy including difficult to let properties. / D / Interview
Be able to demonstrate evidence of understanding, managing and driving a rent first focus to minimise arrears. / E / Application form and interview
Can demonstrate experience of a significant role in leading out a change management project. / D / Interview
SKILLS / ABILITIES
Ability to establish and sustain trust and confidence with stakeholders, partners, communities, tenants and the public, and to promote and present the company positively with authority. / E / Interview
Ability to influence others and strong negotiating skills. / E / Interview
Ability to empower team members to take responsibility and accountability for work. / E / Interview
Excellent written and verbal communication skills including the skills to research, benchmark and produce professional reports to inform business decisions. / E / Interview
Be able to initiative to produce outcome focussed solutions. / E / Interview
Demonstrate a track record in planning and organising skills to ensure the business plan targets are met and produce regular updates on progress / E / Interview
Demonstrate a commitment to continuous service improvement and customer empowerment and involvement. / E / Interview
Demonstrate a track record and methodology in project management to manage projects and deliver within agreed timeframes. / E / Application form
Be flexible and able to respond to regularly changing priorities and a champion of change. / E / Interview
Be fully conversant with business ICT and have been involved in change management projects which introduced new operating systems. / E / Application form and interview
Skilled in dealing with conflict and challenging situations and supporting staff in this area of work. / E / Interview
Skilled in dealing with anti-social behaviour and providing safe sustainable communities. / E / Interview
Full driving licence and use of a car for business purposes / E / Application form
Available to work outside normal office hours including evenings and weekends in response to incidents and evening work when required. / E / Application form