Neighbourhood Customer Service Team Leader - London, United Kingdom - Wandle Housing Association Ltd

Wandle Housing Association Ltd

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

At Wandle, we pride ourselves in delivering safe and affordable homes along with low cost, dependable, localised services to our customers.

The housing customer service delivery team are responsible for the delivery of excellent services using a partnership approach with residents to ensure early intervention and resolution in anti
- social behaviour, allocations and lettings, tenancy management, resident involvement, estate cleaning and grounds maintenance, supporting other departments across the organisation on customer service delivery, leading to improved customer satisfaction.

As the neighbourhood customer service team leader, you will lead and manage a high performing team to deliver excellent neighbourhood services to our customers.

The role will require working seamlessly with managers across the organisation to ensure the delivery of a high-quality customer focussed service.

A day in the life:

***You will:

Reflect the Wandle values and behaviours in everything you do to achieve the best outcomes for our customers.
Deliver a first class, efficient, customer focused and responsive housing management service.
Demonstrate success against the full range of housing management key performance indicators including:
Customer Satisfaction / Loyalty
Complaint resolution
Void turnaround
Tenancy and estate management standards
To supervise the daytoday work of the neighbourhood customer service team ensuring the provision of an efficient, quality and customer focused service.
To deliver a highquality tenancy management service in full accordance with Wandle's policies and procedures against corporate targets and service standards.
Monitor the caseloads of direct reports to ensure compliance with procedures, reviewing and addressing any areas of underperformance.
To contribute to staff development through ongoing coaching, support, and training.
To identify ways to improve and develop working practices and procedures to increase efficiency and performance.
Analyse data to understand trends, gaps and major issues and ensure appropriate action is taken by the team.
To monitor compliance with the voids and allocations process to ensure void loss is minimise and lettings performance indicators achieved.
Liaise with the income team and community safety team to support the delivery of the income collection target, ASB targets and the resolution of cross team casework.
Be part of a 24/7 emergency duty rota

What you will need to have:

Experience, knowledge, understanding:

Expert knowledge of housing legislation, the regulatory framework and good practice with regards to housing management
Extensive experience of delivering a highly efficient and effective housing management service, with a proven track record of delivering against targets
A clearly evidenced track record of managing change and delivering service improvement
Excellent communication skills (both written and verbal) with a proven ability to influence and manage stakeholder relationships
Experience of leading, managing, motivating a multidisciplinary team, and identifying and harnessing talent at all levels
Commitment to providing a highquality service to colleagues and external clients
Understanding and commitment to equal opportunities and diversity
Commitment to social housing and living the Wandle values
Commitment to confidentiality and data protection

What next?

If you want to be part of a winning team that takes pride in delivering excellent customer service to our customers and believe you have the skills and experience to be successful in this role, we would love to hear from you.

Interviews will be held the week commencing 17 April 2023.

Please also note that ahead of the final stage interviews you will be asked to undertake a number of online tests/assessments.