Head of Tenancy Services

• Head_of_Tenancy_Services_-_Candidate_Pack

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Dartford Housing Services really value the contribution our staff make and in return, we offer the opportunity to ‘make a difference’ and go home at the end of the day with a very real feeling of accomplishment. You will be experienced in all aspects of housing management and have knowledge of tenancy policy and legislation, dealing with anti-social behaviour, maximising income collection and engaging with residents.

We are looking for a dynamic, enthusiastic, self-motivated and organised professional who is looking for a challenging new role in a busy housing office environment. You will lead and manage twenty-four staff based within four functional teams (Estate Management, ASB, Rents and Resident Engagement) and play a key role in meeting and improving housing services in the borough as part of a wider Housing Services Management Team.

You will be passionate about housing and customer service excellence and will be a significant contributor to our vision of being the best Housing Landlord Service in Kent.

Keys areas of accountability and responsibility include:

• Managing a team of staff who deliver the day to day tenancy management service for the Council’s housing stock and traveller site
• Work closely with the other teams within the Housing Service to provide a comprehensive, cohesive and joined up service to residents and customers
• Liaising with other Council Departments, Kent Police, Kent County Council and other agencies to effectively deal with tenancy matters
• Leading and managing strategic housing projects such as Service Improvement and the Inspection by the Regulator of Social Housing
• Managing the Complaints process to conform with the Housing Ombudsman Complaints Handling Code and the Council’s Corporate Complaints policy
• To procure and monitor the service delivery and performance of external contractors specifically the providers of Estate Cleaning and Grounds Maintainance to improve the living environment
• Working with residents to promote involvement, scrutiny of services, satisfaction, social inclusion and well-being
• Have an innovative approach to public services, improving tenant satisfaction, meeting the requirements of the Regulator of Social Housing’s Concumer Standards and delivering the Council’s Corporate Plan

You must be able to demonstrate the following:

• Substantial experience of working in; and extensive working knowledge and skills of Social Housing
• Hold a relevant qualification in Housing i.e. Chartered Instiotute of Housing
• Experience of; and ability to manage, motivate and develop staff
• Confidence, enthusiasm and a flexible approach to work both autonomously and collaboratively
• Experience of setting up and managing strategic/operational projects
• Excellent administration skills, writing complex reports, accuracy and attention to detail
• Building and use of systems to monitor service delivery and performance, staff efficiency and performance, contractor monitoring, customer satisfaction and learning from complaints
• Proven ability to learn and utilise a range of IT systems
• Excellent written and oral communication skills