Housing Liaison Team Leader

Teqniq is searching for a Housing Liaison Team Leader to work in the public sector.

Responsibilities and Duties:

To supervise a team of Housing Liaison Officers and Resident Service Officers responsible for providing a comprehensive, high quality customer focused range of front-line housing management and landlord services to our residents, leaseholders and stakeholders. Specifically encouraging and supporting community engagement initiatives, ensuring residents are able to benefit from the peaceful enjoyment of a well cared for environment.

To manage the distribution of workloads and contribute to high levels of motivation and performance amongst the team.

To be responsible for the management of multi tenure and leasehold properties across the borough or one of four quadrants, ensuring the best interests of all customers, stakeholders, and the Local Authority are met.

To work towards delivering a top performance culture, where the customer voice is central.

Responsible for day to day management of the team, performance, Health, Safety and Wellbeing, absence management, service cover and weekly duty cover planning.

To take responsibility for managing first line escalation customer enquiries including some formal complaints.

Key Tasks and Accountabilities:

Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the post holder. This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties, which may be required from time to time:

Demonstrate a customer focused attitude and a "can do" approach to customers.

Manage and motivate employees within the team, ensuring that they are trained in the performance of their duties and apprised of their performance; organise, supervise and monitor their performance, thereby ensuring the provision of efficient, effective and high quality customer service.

Conduct regular 1-1s, annual appraisals and individual training plans with the team to ensure staff are aware of their objectives and targets and that their performance against these targets is managed and action is taken where targets and objectives are not met.

Ensure sufficient staff are on duty to ensure that services are maintained throughout opening hours. Ensure adequate phone cover at all times; work with other managers to meet required attendance and consistently achieve the agreed service level.

Ensure that all matters of discipline, poor performance and capability are dealt with in a timely fashion and in accordance with LBN Policy and Procedures.

Work closely with colleagues and other teams across LBN to increase knowledge and understanding of their procedures and customer requirements to enhance delivery of services to customers and stakeholders.

Attend meetings and produce reports and provide cover arrangements as and when required.

Encourage a culture in which equality issues can be talked about openly and where discriminatory practice and behaviour is challenged.

Carry out periodic H&S checks and workstation risk assessments.

Work within the guidelines of Health and Safety policies and procedures, taking responsibility for your own health and safety, that of your direct reports, work colleagues and visitors.

Provide cover for Housing Service Team Leader(s) and Resident Services Manager(s) as and when required.

TEQ-0525

INDJS1

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client, (or any third parties we have dealings with) for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify teqniq of any hirer who I do not want my details to be passed onto.