Neighbourhood Team Manager

Origin – Great homes, positive people and strong communities

An inspiring past and a bright future

A home is the essential foundation for a good quality of life, so what we do every day really matters to the wellbeing of our communities. Here at Origin, we trace our roots back 100 years, building and managing high quality homes as well as providing support services and housing for those who are most vulnerable in London and Hertfordshire. We work to provide safe, decent affordable homes and support for individuals and communities.

Focused on our residents, our driving ambition is to provide services that make people’s lives easier, and homes and communities they can be proud to live in. We are ‘not for profit’ and reinvest all our surpluses back into our varied and vibrant neighbourhoods.

The role – Neighbourhood Team Manager

As Neighbourhood Team Manager you will lead and take overall responsibility for the delivery of a high standard customer service in our Neighbourhood Management Team, ensuring the delivery of a proactive, efficient, innovative and value for money service to our customers. Working collaboratively with other teams, you will be solution focused to ensure the delivery of a seamless customer service, whilst inspiring colleagues to provide exceptional an customer experience.

This role covers our Outer London teams and will have a dual base in both our Watermill Lane and Head Office locations.

What you’ll do

You will:

• Lead the Neighbourhood Management Team, ensuring effective customer service standards and enhancing customer satisfaction.
• Inspire a customer-focused culture within the team, prioritising resident contact aligned with Origin’s values.
• lead and be responsible for the management of properties (general needs, market, intermediate rent, and hospital sites), exceeding operational performance targets.
• Ensure adherence to tenant-related legislation, regulations, and contractual obligations, including Fire Risk Actions and PEEPS.
• Be accountable for safeguarding cases, collaborating with colleagues and external agencies for swift resolution.
• lead efforts in managing Anti-social Behaviour (ASB) across the organisation, following policies, positive interventions and effective case management.
• Collaborate with the service charge team to maximise income, ensuring all services remain cost-neutral for Origin Housing.
• Represent Origin at Court, highlighting potential financial implications and risks to Senior Management and act on learning outcomes to enhance service delivery.
• Implement effective performance monitoring and management, including service improvement plans.
• Facilitate smooth handovers between the Customer Resolution Team and operational service delivery.
• Champion resident involvement and engage proactively with customers and external stakeholders.

Additionally, you’ll play a crucial role in Estate Walkabouts, Neighbourhood Action Plans, and contribute to early design/service principles for new build schemes, as well as writing and producing Executive reports.

Skills and experience we'd like you to have

We’re looking for someone who:

• has the skills to lead a team and is able to inspire, motivate and develop people.
• has a proven background in managing Neighbourhood issues and have expert knowledge of relevant housing/tenant/landlord/ASB legislation, law and good practice with experience of representing at Tribunals/Courts.
• is a confident communicator across all channels but, specifically, has the ability to or experience of addressing performance issues with colleagues/contractors, addressing complaints and writing responses
• has the ability to use own initiative and judgement, in a high-pressured environment.
• is a good problem solver and able to find solutions to resolve complex issues
• is confident with budgets and skilled in scrutinising and reporting on KPI’s and other performance data.
• has an understanding of the development process and ability to create management strategies for new schemes.  
• can develop collaborative partnerships with statutory and voluntary agencies to support effective neighbourhood management and who can cultivate and sustain relationships with Councillors and Members of Parliament (MPs).
• can demonstrate adeptness in engaging with customers, addressing their concerns, and finding practical solutions.

You’ll work flexibly to meet deadlines where appropriate and must be prepared to attend evening/weekend meetings, including responding to occasional out of hours emergencies with the willingness to provide cover involving travelling to other offices and mobile working across a wide geographical area.

Our Values

Our core values are at the heart of how we work

• Take the lead
• Create energy
• Build trust
• Be generous
• Stay grounded
• Remember the little things

We're committed to the wellbeing of our people and in creating an environment that promotes diversity, equity, inclusion and belonging.

Our benefits to you

• Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working.
• A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave
• 2 additional ‘giving something back’ volunteer days
• A pension scheme with contributions from 4% - 8% of your salary
• Family leave, compassionate leave and enhanced maternity pay
• Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians
• Interest free loans to help spread the cost of a season ticket or another big purchase
• Annual staff conference, team away days and annual team meal allowance
• Access to Perk Box for fantastic savings on everyday purchases and much more
• Free employee assistance programme
• Opportunities to join staff network groups
• Refer a friend bonus

We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role.

Tell us your story

We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your skills and experience meet the requirements for the role of Neighbourhood Team Manager.

Closing date for applications: 1 September 2024

This role will require a DBS check.

Please note that suitable candidates will be invited to interview throughout the application window and therefore the vacancy may close at short notice. However, all candidates will be advised of the outcome of their application and therefore interested candidates are encouraged to apply at their earliest convenience.