Job Purpose:
To provide excellent tenant relations service locally and co-ordinate their tenant relations team to an excellent standard. The successful applicant will have experience in housing and tenant services in a social housing environment and possess strong teamwork, communications and people management skills.

Responsibilities
1. Tenant Services Management
Ensure all service objectives for the team are met to required standards.
Progress all service issues to conclusion including all issues of ASB and maintain high standards of estate services and environment.
Have Tenant Relations Officer responsibility for a designated number of properties.
2. Customer Service
Ensure customer service and quality standards for team are met.
Maximise support networks to tenants in area.
Support the effective development, review and implementation of policy on housing services including assessments, voids, allocations, ASB and all other relevant areas of tenant services.
Be responsible co coordinating a network of support for a designated specialist service and ensure effective roll out nationally. (This may include but not limited to services for older people, young people, vulnerable adults, child protection, family support, tenant engagement etc.
Lead on reporting and consistent delivery of all reporting and quality control systems, e.g. Active H, EQUASS / PQASSO and any other system of social impact measurement
3. Financial
Allocate all team resources to ensure value for money
Deliver allocated services for team on budget.
Contribute to agreed void standards
Facilitate the efficient and effective collection of rent in line with company policy
Manage travel expenditure within allocated budget and optimise TRO contact time with tenants
4. Management
Co-ordinate the work of your TRO team and participate in the national TRO team.
Provide ongoing support & leadership for the TR team achieves its full potential. Effectively manage and develop the talent in the team.
Ensure effective communication vertically and horizontally across the organisation.

Skills Required
3rd level qualification ideally in housing or tenant management or specialist tenancy management thematic areas equivalent in relevant discipline
3 years hands on experience of the social housing tenancy services.
Strong experience of customer service, relationship management, dispute resolution.
Leadership and support experience in agreeing objectives, providing feedback, facilitating development of team members
Experience at partnering with national organisations in delivery of service
Empathy and reflective practice
Hands on experience in specialist tenancy management thematic areas Proven leadership skills with the ability to motivate and develop staff to achieve the highest standards of customer care
Ability to record and report activity and display effective financial management.
Capable of report compiling in financial and service standards.
Excellent oral and written communication skills, including: discussion leading and chairmanship; report writing; minute writing, and presentation
Strong organisational, planning and problem solving skills.
Ability to take responsibility for the co-ordination and delivery of a national specialty

Competencies Required
Strategic Thinking
Analysis and Planning
Leadership Capability
Communicating and Influencing
Results focussed
Client Focus
Commercial Orientation
Tenant Services Management
Access to own car and a full driving licence is essential

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