Origin exists to make change happen for the good of communities. We help people by providing affordable homes – but that’s not enough. We support vulnerable residents to lead happy and better lives. We empower our staff to take action and rise to every challenge with ‘can do’ positivity.
Good people are the future of our innovative, working community. We have placed a brand new and exciting ‘People’ strategy at the heart of our culture – to support training and personal development, to deliver our values, to move Origin forward.
We describe this new approach as OWOW: Origin Ways of Working. OWOW is about meeting business outcomes, you’ll enjoy greater autonomy over how you deliver your role, how you manage outputs and when you spend time at work, allowing you to benefit from any productivity gains in the course of delivering your role.
This shift in culture will be built on a mature and mutual relationship of trust between managers and yourselves, ensuring we live up to one of our key values of Build Trust. By working with this new relationship model we can aim toward focusing on ‘outputs’ and not ‘outcomes’. Space is allocated to ‘activities’ and not ‘individuals’ by providing a range of flexible working options that benefit both customers and staff. As a result your work can takes place at the most effective location and at the most effective time. Put simply, flexibility becomes the norm rather than the exception. This is the new Origin Housing way of working.
We’re looking for a committed and motivated person to lead and take overall responsibility for the delivery of a high standard customer service in our Neighbourhood Management Team, ensuring the delivery of a proactive, efficient, innovative and value for money service to our customers. Working collaboratively with other teams, you will be solution focused to ensure the delivery of a seamless customer service, whilst inspiring colleagues to provide exceptional an customer experience.
You will be experienced in putting customers views and experiences at the forefront, ensuring they feel listened to and their concerns are acted on and communication is proactive. You’ll live our values meeting our customer service standards and the Origin Oath – I’m on your side; I’ll keep you informed; I’ll see it through.
You’ll be skilled at working collaboratively with internal teams, residents, and stakeholders with excellent communication skills. We’re looking for someone who can problem solve, use initiative and work with others to improve our service to residents.
What you’ll do
Take the lead
You will lead the operational performance of the Neighbourhood Management Team with responsibility for the overall effectiveness of our customer service offer/standards, whilst improving customer satisfaction.
You’ll lead, inspire and motivate your team to create a customer focused culture where resident contact is prioritised and handled effectively and in line with Origin’s values and service principles
You’ll lead and be responsible for the management of properties including, general needs, market & intermediate rent and hospital sites/accommodation, ensuring that our neighbourhoods, properties and tenancy services are managed effectively and efficiently, exceeding operational performance (KPIs).
Overall responsibility for ensuring compliance to all legislation, regulation and contractual obligations relating to tenants, including compliance with Fire Risk Actions, PEEPS etc.
You will be accountable for safeguarding cases within your team and work together with the necessary colleagues/external agencies to resolve cases rapidly.
You’ll be a key player on all new build developments, working closely with colleagues in Development & Sales, ensuring the Neighbourhood Team are engaged in the development process from day one.
Be the lead expert for ASB across the organisation, ensuring the teams manage all ASB in line with policies and procedures, with positive interventions and effective case management.
You will lead on Estate Walkabouts, Neighbourhood Action Plans and any events key to our visibility with residents.
Understand what it means to be a great landlord, build and sustain thriving and cohesive neighbourhoods by ensuring the team are successfully managing multi-tenure schemes, including tackling Anti-Social Behaviour.
Ensure the team are effectively managing all tenancy processes, ensuring all statutory timescales are met & that we are recharging costs for services where appropriate.
Give your time
You will be part of establishing early design/service principles on new build schemes, developing robust management plans, ensuring a seamless handover and induction period.
You will have a key input in writing and producing Executive reports
Take an active role on all new systems/process development and implementation for use in home ownership management service to ensure best outcome for customers and staff.
Investigate and comprehensively address customer complaints and enquiries
Work with the service charge team to maximise income, ensuring all services remain cost neutral to Origin Housing
Represent Origin at Court, ensuring any potential financial implications and risks are highlighted to Senior Management, and that learning outcomes are acted upon and embedded to improve the service.
Bring people together
Champion a culture of high performance and continuous improvement within the team, ensuring effective performance monitoring and management is in place with service improvement plans as needed
Work collaboratively with other leaders across the business to ensure end to end customer processes work effortlessly, and build a culture of one team, promoting Origin values and our brand, and role modelling the required culture and behaviours. As a leader you will implement a high-performance culture within the team, which has the customer at the heart of service delivery and that you will challenge and hold colleagues to account.
Work closely with colleagues across the business to design and implement service improvements, ensuring a smooth handover between the Customer Resolution Team and operational service delivery, providing a seamless response to customer enquiries.
Embed a resident involvement culture within the team, ensuring the team are championing on behalf of the customer, being proactive with customer engagement (and having a visible presence on schemes), liaising with the Community Development Team and key external stakeholders including the police and safer neighbourhood teams to provide a quality service.
Lead on arranging and attending resident liaison meetings to discuss estimated budgets, actual accounts and any other relevant consultation
Come forward with a can-do attitude
Actively explore and implement digital opportunities and solutions
Contribute to effective departmental working and provide training and appropriate cover for colleagues
To ensure regular liaison takes place with the Rents & Service Charge Team to review service charge expenditure against the budgets, picking up on variances and ensuring these are communicated to residents.
Lead on formal complaints/MP enquiries and provide responses in line with the complaints policy and procedure, ensuring any learning outcomes are taken on board within the team.
Go the extra, extra mile
Deputise for the Head of Housing Services as required.
In conjunction with the Head of Housing, review, approve and monitor neighbourhood improvement funding/spending to carry out improvements to our estates
What you’ll need
A motivational approach
You’ll be a skilled team manager able to inspire, motivate and develop your people. You’ll have a proven background in managing Neighbourhood teams and have expert knowledge of relevant legislation, law and good practice.
You’ll provide technical support, professional guidance and training to the Home Ownership Team and wider business, using your knowledge of legislation, regulatory standards, good practice to inform sound decision making.
Confident communication skills
You’ll need to be a confident communicator across all channels but, specifically, you’ll need experience of addressing performance issues with colleagues/contractors, addressing complaints and writing responses
You’ll have excellent verbal and written communication skills in order to communicate effectively with a range of audiences.
Ability to use own initiative and judgement, in a high-pressured environment.
Capable of delivering results to a high standard and within tight deadlines
Excellent numeracy and analytical skills and able to prepare statistical information and reports accurately.
You’ll have a commercial awareness and approach to your work
A strategic brain
We move things forward and get things done; you’ll be a good problem solver and able to find solutions to resolve complex issues
You’ll be confident with budgets and skilled in scrutinizing and reporting on KPI’s and other performance data.
Enthusiasm for identifying and embracing new ways of working and good practice
A Level or equivalent qualification and/or relevant experience.
Qualification in housing related field or management qualification (desirable).
You’ll work flexibly to meet deadlines where appropriate and prepared to attend evening/weekend meetings, including responding to occasional out of hours emergencies.
A flexible approach and a willingness to provide cover involving travelling to other offices and mobile working across a wide geographical area.
We operate at a high level; you’ll need extensive experience of having managed Neighbourhood services previously.
You’ll have working experience of representing at Tribunals/Courts
You’ll have vast experience of the development process and managing new builds.
You’ll have expert and up to date knowledge of relevant legislation, procedures and good practice relevant to housing/tenant/landlord/ASB.
Relationship building skills
Develop partnerships with statutory and voluntary agencies to support neighbourhood management and build and sustain relationships with Councillors and MP’s
You’ll be experienced in working in partnership with contractors and internal teams in the delivery of services to customers
You’ll be able to demonstrate your experience of engaging with customers to address their concerns and find solutions
Tell us your story
We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your experience meets the role above. To find out more about us simply visit www.originhousing.org.uk
Please note we will be asking for satisfactory references and DBS check,
Thank you for your interest in Origin.
Closing date Monday 12 December 2022
Interview date Wednesday 21 December 2022