JOB PURPOSE
To manage YMCA Doncaster’s accommodation provision, being responsible for rent collection, void management, behaviour management, engagement in other YMCA Doncaster provision and the monitoring of performance across those areas, and to manage occasional funded projects as agreed.
MAIN RESPONSIBILITIES
- To be accountable for meeting or exceeding targets for rent collection, applications and void management.
- To oversee the proactive management of behaviour, engagement and complaints.
- To provide line management to the accommodation team including recruitment, induction and training.
- To advise senior staff on matters impacting policies or procedures, and to bring day-to-day experience to developmental / strategic discussions.
- To contribute to gathering information and evidence relating to the regulatory framework for registered providers, safety issues and other licencing and similar matters.
- To take responsibility for the operation, performance and monitoring of funded programmes as agreed (eg food cupboard stocks, move on grants, resident voice).
- To maintain effective relationships with resident clients, ensuring the provision of a professional and customer-focused service.
- To oversee YMCA Doncaster’s client recording system for residents and other beneficiaries, including implementation, inductions and troubleshooting.
- To submit CORE and other individual returns as necessary.
- To manage specified income and expenditure budgets, ensuring good value and identifying cost-saving opportunities.
- To provide regular and occasional reports as required, including for the monitoring of targets.
- To cover accommodation, reception or other duties where necessary in times of absence or vacancies.
- To act as a shift Duty Manager, including dealing with any safeguarding, staffing, client or other issues arising during periods of duty.
- To be part of the On Call rota with two or three others, responding effectively to concerns. This will include finding cover in the case of sickness or other absence, or covering a shift at short notice when no other cover is available.
- To develop and maintain appropriately professional relationships with clients, users and other staff, and to maintain confidentiality at all times.
- To represent senior staff and the Association positively in all relationships, both internal and external.
- To work within the policies and procedures of YMCA Doncaster, and to contribute to their development.
- Other reasonable duties as required from time to time by the Line Manager.
Person Specification – Please ensure that your application clearly demonstrates how you meet each of the criteria below.
- Recent relevant experience in social housing including management of voids, rent / service charges collection, behavioural issues and complaints.
- Educated to level three or higher, preferably with a Housing Management or similar qualification.
- Experience of managing a complex and unpredictable workload effectively.
- Experience of managing people including induction, regular supervision and performance management.
- Experience of efficient task management, including giving clear instruction and taking remedial action where necessary.
- Able to work within organisational procedures and clear structures.
- Experience of monitoring performance and meeting targets.
- Able to be assertive and persistent where necessary to get things done.
- Understanding of the key regulatory and political issues for social housing in England.
- Able to develop a strong understanding of YMCA Doncaster’s services and users, and to adapt as changes take place.
- Able to take a proactive and preventative approach to the work.
- Strong organisational and administrative skills, including attention to detail when inputting data and creating reports.
- Able to use Microsoft Word and Excel to a high standard, and able to implement or adapt to new technologies where efficiency can be improved.
- Effective verbal and written communication skills, including the ability to communicate well with colleagues as well as with customers or clients with complex needs and / or challenging behaviours.
- Capable of taking responsibility for unexpected situations and making significant decisions in accordance with policy.
- Able to carry out monitoring patrols across indoor and outdoor areas including four floors and two stairways, and to deal with any issues arising.
- Experience of maintaining confidentiality and appropriate relationships, and a clear understanding of the importance of those.
- Able to work varied and unsociable hours where needed.
- Able to cover as part of the On Call rota and to attend site within two hours in the event of an emergency.
EMPLOYMENT IN THIS ROLE IS SUBJECT TO
– a minimum of two references, including all employment during the past three years.
– a satisfactory Enhanced DBS check.
We also ask successful candidates to complete a medical questionnaire, and to have an online occupational health assessment to confirm suitability for night and lone working.
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