Housing Customer Service Manager

Marks Consulting Partners Limited • Permanent • Croydon, Greater London, England, United Kingdom • £65k / year • 2h ago

Marks Consulting Partners are currently recruiting for a Housing Customer Service Manager to work with one of our Housing Association clients in South London.

This is a permanent role paying up to £65k per annum, dependent on experience, and the successful candidate will lead a team of two Housing Customer Service Leaders and two Anti-social Behaviour Officers.

What you will be doing:

Delivering a first class, efficient, customer focused and responsive housing management service
Demonstrating success against housing management KPIs, including customer satisfaction, complaint resolution, estate inspections and fire risk assessments, void turnaround, ASB resolution, and tenancy and estate management
Ensuring compliance with policies, procedures and legislative requirements
Building and leading a highly motivated, performance driven team against key targets
Overseeing directly delivered and agency managed supported accommodation, maximising independence and tenancy sustainment
Analysing data to understand trends and issues in customer needs and complaints
Minimising cases escalating to court or eviction through proactive, effective management
Undertaking management reviews of escalated complaints, ensuring lessons learned drive service improvement
Ensuring effective resident involvement in the evaluation and design of services

What you will need:

Degree or equivalent qualification
Knowledge of housing law, the regulatory framework and good practice around debt recovery
Experience presenting cases to court, with knowledge of the court system and legal remedies relating to tenancy matters
Extensive experience delivering an efficient, effective housing management service, with a proven track record against targets
A clearly evidenced track record of managing change and delivering service improvement
Excellent written and verbal communication skills, with a proven ability to influence and manage stakeholder relationships
Experience leading and motivating a multi-disciplinary team, identifying and harnessing talent at all levels
Commitment to providing a high quality service to colleagues and external clients

If this job is not quite right for you but you are looking for something new, please contact us for a confidential discussion.

Marks Consulting Partners specialise in the recruitment of professionals across Property Services, Housing Services, General Practice, Town Planning, Regeneration & Development, and Building Consultancy, working with housing associations, local authorities, and related public sector organisations.

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