Patch Manager

£16.37 per hour

Belfast

MAIN PURPOSE

To provide a customer focussed housing management service within a designated neighbourhood or geographical area

Key Responsibilities

The main duties of this role can be broadly divided into 2 sub categories; Tenancy Management & Sustainment and Estate Management.

The role requires that all decisions taken should be made in accordance with the Housing Executive’s Standing Orders and Board Scheme of Delegations:

1) TENANCY MANAGEMENT & SUSTAINMENT, including

• Tenancy termination & management of Housing Executive empty properties (voids).
• Tenancy commencement activities.
• Tenancy management of existing and new tenancies and other tenure types existing within Housing Executive managed estates / properties.
• Secure tenants seeking to transfer to other social housing.
• Succession, assignment, joint tenancy & direct exchange applications.
• Income Collection and rent account management in respect of new, existing and outgoing tenants.

2) ESTATE MANAGEMENT, including

• Estate management.
• Planned maintenance and associated consultation, customer payments, organising, recording and monitoring associated decant and other arrangements for tenants as necessary.
• Community involvement, community cohesion and community safety.
• Liaison with the Housing Executive’s leasehold unit regarding leaseholders within the patch, as necessary.

GENERAL DUTIES

• To provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion, while ensuring timely escalation to the Team Leader, when required.
• To ensure continued and effective working relationships with key internal and external stakeholders, and the wider Housing team.
• To represent the Housing Team as required and provide support and cover for the other project team members as and when required.
• To undertake the duties in such a way as to enhance and protect the reputation and public profile of NIHE.
• To comply with all NIHE frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance.
• To direct and signpost managers and officers to the appropriate source for issues outside the remit of this post.
• To manage performance measures in order to understand and improve the business.
• To record all outcomes ensuring they are Proportionate, Legal, Auditable & Necessary.
• To draft responses to letters and complaints on behalf of the Business Area Manager pertaining to their caseload.
• Undertake any duties deemed appropriate to the achievement of the purpose and function of the post in order to meet organisational need

Essential criteria:

Knowledge, Skills and Experience

Either:

• Hold a degree (Level 6*) or equivalent and a minimum of 1 years relevant experience in a customer support environment.

OR

• Hold a BTEC Higher Cert/Diploma (Level 5*) qualification in Housing and a minimum of 1 years relevant experience in a customer support environment.

OR

• Hold a BTEC Higher Cert/Diploma (Level 5*) or equivalent and a minimum of 2 years relevant experience in a customer support environment

OR

• Can demonstrate equivalent continuing professional development or experiential learning and at least 3 years relevant experience in a customer support environment.

Experience of working in a customer focused environment with a proven ability of delivering a high standard of customer service

Ability to work effectively with partners and develop professional relationships & networks across a wide range of services

Good problem solving skills; taking a pragmatic approach to understand and solve complex issues

Successfully managing and prioritising a challenging workload with a wide range of responsibilities

Ability to communicate effectively with customers and other professionals in challenging situations

Other Requirements

Possess a current driving licence or have access to a form of transport that enables them to meet the requirements of the post in full including with reasonable travel timeframes

To apply send your cv via link by 5pm on 13^th June