Resident Services Team Leader

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.

You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.

We are looking for an experienced Resident Services Team Leader to be responsible for leading a team of housing management service professionals in providing high-quality services and support to residents. Your primary focus will be on overseeing the day-to-day operations of the housing management team, ensuring efficient workflow, and maintaining a high level of tenant satisfaction. This role requires strong leadership skills, excellent customer service abilities, and a comprehensive understanding of housing management principles.

Your duties will include but not be limited to:

• Team Leadership: Lead, supervise, and support a team of resident services advisors, providing guidance, coaching, and performance feedback to ensure a motivated and high-performing team.
• Resident Support: Oversee the resolution of tenant enquiries, concerns, and issues, ensuring timely and effective responses and maintaining a positive tenant experience.
• Workflow Management: Coordinate and prioritise daily work assignments for the housing management team, ensuring smooth operations, adherence to deadlines, and efficient handling of tasks.
• Lettings: Oversee lettings administration processes, including tenant screenings, and move in/move-out procedures, ensuring compliance with relevant policies and regulations.
• Income maximisation: Ensure all new and existing tenants are supported to put payment arrangements in place as part of new tenants onboarding activities and review of tenancies.
• Tenancy Audits: Ensure team carry out regular tenancy audits and investigate instances if tenancy fraud.
• Overcrowded and Under Occupied Households: Review all overcrowded and under-occupied households and prepare a plan to address housing needs with a short- and medium-term plan.
• Anti-Social Behaviour: Ensure all reported cases of ASB are fully investigated, managing customer expectations and improve customer satisfaction with handling of all cases by simplifying the current process.
• Succession: Ensure all succession applications are addressed promptly in line with policy.
• Complaints: Ensure all complaints are addressed with target dates and incorporate all learning to reduce the volume of complaints for similar issues.
• Rent Collection and Arrears Management: Monitor and supervise low level rent collection activities, arrears management, and eviction processes, working closely with the income team to ensure timely payment and resolution of outstanding balances.

Skills and Experience:

• Relevant housing management qualification.
• Previous experience in housing management, property management, or a related field, with demonstrated leadership or supervisory experience.
• Strong leadership and team management skills, with the ability to motivate and guide a team towards achieving goals.
• Excellent customer service skills and a tenant-focused approach to housing management.
• In-depth knowledge of housing management principles, regulations, and industry best practices.
• Strong communication skills, both verbal and written, with the ability to effectively interact with tenants, staff, and stakeholders at all levels.
• Proficiency in using housing management software, databases, and Microsoft Office suite.
• Knowledge of fair housing practices, legal requirements, and regulations applicable to housing management.
• Problem-solving abilities and the capability to handle tenant issues and conflicts with professionalism and tact.
• Knowledge of fair housing practices, legal requirements, and regulations applicable to housing management.

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.

Our benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays
• Gym Membership
• Simply Health - help towards the costs of dentist, optician, and private medical appointments
• Employee Assistance Programme - including free legal, financial and counselling advice
• Pension - up to 7% employer contribution

Please note only shortlisted candidates will be contacted.

Please visit http://www.gatewayhousing.org.uk/jobs for the role profile and full details on how to apply.

CLOSING DATE: 12 Noon Monday 2^nd October 2023

GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community