Job Description: Housing Services Manager (ASB, Tenancy Sustainment and RTB)
Responsible To: Head of Income and Commercial Services
Responsible For: ASB, Tenancy Sustainment and RTB Officers
Location: All localities.
Contract: Full Time Permanent
Job Summary:
As the Housing Services Manager (ASB, Tenancy Sustainment and RTB), you will lead a team of Officers to provide a quality, effective, and efficient Anti-Social Behaviour Service (ASB) and be responsible for the Residential Tenancies Board and Tenancy Sustainment Activities.
As Service Manager, you will ensure that preventative and enforcement action is taken to address ASB and oversee and coordinate all aspects of Tenancy and Dispute registrations. You will work closely with customers, the RTB Team, and relevant agencies including the Guarda to ensure that outcome-focused, efficient, and effective services are delivered to reduce the impact of ASB across Tuath managed communities.
You will be responsible for ensuring that customers can sustain their tenancies through prevention and early intervention with targeted support from yourself and relevant agencies. Through effective management of your team, you will ensure that customers maximize their income through welfare benefits and grant funding to support effective money management ensuring successful tenancies.
The postholder will provide management, coaching, and support of our RTB, Tenancy Sustainment, and ASB Team, ensuring that we respond to customer ASB reports effectively and complete thorough investigations with appropriate actions taken.
KEY RESPONSIBILITIES (Functional):
* Manage the team to deliver an exceptional ASB, Tenancy Sustainment, and RTB Service in line with regulatory and legal requirements.
* Supervise and support ASB, Tenancy Sustainment, and RTB Team Leader in handling a full range of registrations and cases, providing coaching and guidance on complex matters.
* Be responsible for the team performance ensuring that KPIs are met across all three service areas.
* Build and maintain partnerships with internal teams and external stakeholders, including local authorities, Guarda, and community organisations.
* Represent the ASB service in relevant hearings and stakeholder meetings, ensuring all legal and procedural requirements are met.
* Ensure effective ASB services are provided in line with Tuath Tenancy Agreements and statutory requirements.
* Ensure correct and compliant operation of ASB, Tenancy Sustainment, and RTB policies and procedures, monitoring application to ensure that operational activities are legally and policy compliant.
* Work in partnership with internal teams to ensure that the ASB, Tenancy Sustainment, and RTB services are implemented on time and within budget.
* Support the Team to provide an excellent, responsive, and effective service including managing current registrations.
* Responsible for the Rents and Housing Teams Dispute Applications, proactively managing and monitoring performance.
* Ensure all Social Leased properties have the correct SLA added to the register.
* Produce, report, and analyse data relevant to RTB KPIs.
* Ongoing monitoring of registrations to ensure the RTB is reflected with any tenancy change.
* Regular auditing and checks within the Housing Management system ensuring the accuracy of customer details.
* Increase Tenancy Sustainment through provision of effective support of Customers through income maximisation.
* Produce clear, informative, and meaningful reports for key stakeholders on the performance of the RTB team.
* Ensure a high level of customer service is provided to both internal and external customers.
* Ensure the Customer Voice is at the heart of service delivery, using complaints and satisfaction survey results to drive continuous improvement.
* Actively seek opportunities for service development.
* Provide voluntary support in the provision of Tuath out of hours coverage with other managers and team leaders as required.
KEY RESPONSIBILITIES (Organisational):
* Provide motivational leadership, management, and support to line managers and their teams.
* Lead and motivate the ASB and RTB Team ensuring clarity of direction and effective communication.
* Promote a culture of excellence and continuous improvement.
* Manage performance at an individual and service level, reporting on performance indicators and outcomes to senior management.
* As a member of the Management team, adopt a collaborative and supportive approach.
* Contribute to the development of strategic and financial plans and manage and mitigate risk.
* Assist the Head of Housing to set, achieve, and be accountable for departmental performance targets.
* Monitor standards of performance throughout the range of the directorate's operations.
* Promote effective communications, excellence in customer service, and a focus on continuous improvement.
Corporate Responsibility:
* Ensure the values of the Association are reflected in your work.
* Act as an ambassador for Tuath Housing.
* Ensure compliance with all regulatory, statutory, and legal requirements.
Supervisory Responsibility:
* Be responsible for the supervision, training, direction, and management of all colleagues within the Housing Services Team.
* Coach Housing Management colleagues being a source of guidance and advice.
* Identify training needs and update knowledge of changes in legislation and best practices.
* Provide regular one-to-ones and reviews to manage colleague performance.
* Participate in the recruitment, selection, and induction of team and other staff as required.
* Contribute to the formulation of policies and procedures.
* Build and maintain industry relationships and a good understanding of government housing policy.
Health and Safety Responsibility:
* Conduct all activities in a manner that is safe to yourself and others.
* Ensure all appropriate health and safety risk assessments are in place.
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