Be responsible for delivering neighbourhood services to customers within a specific geographical area (‘patch’) including

• Case management of cases of anti-social behaviour
• Carrying out regular estate inspections to ensure neighbourhoods are places where people are proud to live
• Managing changes to tenancies and dealing with tenancy management issues

Deliver excellent services to customers and work to achieve performance targets and high levels of customer satisfaction

Deliver and demonstrate the vision and values of the organisation.

Responsibilities

• Be responsible for the management of our internal and external communal area; manage tenancies and where necessary enforce tenancy conditions where they have been consistently breached causing anti-social behaviour (ASB) and nuisance to others. Work to resolve ASB without the need for legal action where possible, using the full range of tools available under current legislation. Collect evidence of ASB, including witness statements and impact statements and liaise with legal advisors.
• Provide tenancy advice and guidance and fully understand the terms of the various tenancies managed by Citizen and the partner Associations for whom we manage tenancies.
• Take action to deal with issues in accordance with relevant policies such as; abandoned tenancies, sub-letting; illegal occupiers etc and work with colleagues to resolve them.
• Work with colleagues to proactively manage the ending of tenancies, ensure properties are vacated following the required notice.
• Work collaboratively with your team and with colleagues across Citizen and the wider organisation to share information; implement best practice and continuously improve service to customers. Deliver and demonstrate the vision, values and behaviours of the organisation always.
• Compile accurate and relevant performance information in a timely manner for consideration by the team leader. Work to achieve performance targets, identify any barriers to achieving these targets and agree remedial actions with the team leader.
• Following appropriate safeguarding training, understand types of abuse or neglect, be able to recognise potential cases of abuse/ neglect in children or vulnerable adults and symptoms of significant harm. Make timely referrals and where there is a risk of significant harm, take immediate action in accordance with the Citizen Safeguarding Policy and Procedures and procedures of the relevant Local Safeguarding Board(s).
• Seek continuous improvement in the quality and delivery of our services to customers including developing your own skills, knowledge and experience to maximise your impact on customer satisfaction and the achievement of key performance indicators and business objectives.
• All work to be undertaken in line with our policies and procedures, including Health and Safety, Customer Involvement, Equality and Diversity and Safeguarding.
• Undertake any other duties commensurate with this post as reasonably requested by the Neighbourhoods Team Leader

To fulfil the requirements of this role you will have experience, skills, and knowledge in the following areas:

• Knowledge and understanding of the legislative and regulatory frameworks applicable to the social housing sector
• Knowledge of housing tenancy conditions and the processes involved in their enforcement
• Basic understanding of the legal framework within which anti-social behaviour can be dealt with
• Experience of working for a housing service provider in a role involving regular interaction with the public or demonstration of other relevant experience
• Ability to demonstrate commitment to excellent customer service in all activities
• Experience of working with customers, internally and externally and partner agencies to support the delivery of the business
• Able to communicate clearly both verbally and in writing
• Ability to manage, organise and prioritise own workload
• Ability to demonstrate commitment to excellent customer service and lead by example to motivate others to achieve same
• Ability to carry out interviews to discuss sensitive tenancy management issues, anti-social behaviour, neighbourhood disputes and provision of appropriate advice or guidance where necessary.
• IT skills in order to input and retrieve data produce statistical information and analysis.
• Ability to undertake Estate inspections, identifying problems and solutions.
• Ability to be innovative to maintain and deliver continuous service improvement
• Able to work in a professional capacity to develop relationships with partners to achieve positive outcomes
• Current clean driving licence and access to a car