Senior Housing Office (Know as Neighbourhood Services Manager)

As a Neighbourhood Services Manager, you will be the key contact for all customers within a defined patch of properties. You will deliver a comprehensive and responsive housing management service, supporting and empowering customers to resolve issues and become more independent, while also assisting the most vulnerable in our communities.

Responsibilities

• Handle tenancy-related queries in accordance with contractual requirements, Great Places policies, and the Service Delivery Framework.
• Provide direct tenancy support as a landlord to ensure tenancy sustainment.
• Effectively market vacant homes and allocate properties that meet customer and business needs.
• Manage the full rent account process, balancing customer needs with business objectives. Coach customers on rent payment solutions, budgeting, and setting up realistic payment plans; take court action as a last resort.
• Respond to anti-social behaviour and tenancy breaches in line with Great Places policies, conducting timely investigations and taking appropriate action to protect customers and the community.
• Address safeguarding concerns promptly, following legal requirements and guidelines.
• Conduct regular estate and scheme inspections, monitor neighbourhood service contracts, and address property or estate management issues, including contract underperformance.
• Collaborate with other agencies and partners to deliver interventions for the benefit of customers.

Requirements

• Commitment to continued professional development.
• Experience in the housing sector or a similar role is desirable.
• Understanding of estate and tenancy management, with experience delivering tenancy-related services.
• Experience in a customer-focused environment, with a proven ability to deliver high-quality, tailored customer service.
• Excellent written and verbal communication skills.
• Ability to organize, time-manage, and prioritize workload in a hybrid environment.
• Proven ability to build relationships and collaborate effectively with external agencies and partners.
• Ability to coach customers to empower problem-solving and independence.
• Adaptability in using Customer Relationship Management (CRM) software systems.
• Proficiency in Microsoft Office applications.
• Full UK driving license and access to a vehicle for work.
• Ability to work accurately and meet deadlines.
• Capability to lone work safely and effectively in field-based settings.
• Resilience and emotional intelligence to manage difficult situations with empathy.
• Willingness to share learning, guide peers, and participate in cross-departmental initiatives.
• Commitment to attending face-to-face and virtual training sessions, including e-learning.
• Understanding of challenges and opportunities in the communities we serve; lived experience in social housing is valued.
• Passion for advocating on behalf of people and communities.
• Commitment to partnership working for the benefit of Great Places.
• Dedication to continuous learning and improvement.
• Flexibility to adapt to changing needs.
• Professionalism, integrity, inclusivity, and respect for diversity.

This role is subject to a basic DBS check.

Benefits

• Pension: Defined Contribution (DC) Scheme with up to 10% contribution from both the employee and Great Places.
• Healthcare: WPA Healthcare auto-enrolled at no contribution level, with £1,250 of savings available; option to increase coverage and add family members.
• The Market Place: Discounts on high street, restaurant, and supermarket purchases, gym memberships, cycle-to-work schemes, smart tech loans, and more.
• Annual Leave: 26 days annual leave, increasing to 30 days within 5 years, plus bank holidays.
• Reward & Recognition: "You Count Rewards" for going above and beyond.
• Transport Support: Season ticket loans for discounted public transport.
• Wage Stream: Access to savings opportunities and early wage access.

All benefits are designed to support wellbeing both inside and outside of work.