Housing Services Manager

at  Shepherds Bush Housing Group

ABOUT SHEPHERDS BUSH HOUSING GROUP

We’re a forward-thinking housing group in the heart of west London. Since we started in 1968 our ethos has remained the same: to provide affordable homes and services that build communities.
Here at Shepherds Bush Housing Group, we are passionate about what we do and apply our innovative outlook to find new ways to invest in people, communities and residents.
We offer careers that are both exciting and rewarding. We’re looking for people who bring a variety of different skills and experiences to help us continue to make a difference to the local communities we work within.
This is a unique opportunity to work for an award winning organisation and genuinely contribute to the achievement of our corporate aims and objectives.

ABOUT THE ROLE

Responsible for the management of a group of residents within our Affordable Housing Portfolio, the post holder will be the first point of escalation in the customer journey. The Housing manager is ultimately responsible for the successful completion of the customer journey and the achievement of 90% Customer Satisfaction.
Working alongside our team of Customer Relationship Advisors, the Housing Services Manager will deliver services relating to the customer’s journey from onboarding to the cessation of the tenancy. They will be expected to manage complex customer enquiries to successful completion, liaising with internal and external stakeholders on behalf of our customers to get the best outcome.

KEY RESPONSIBILITIES

• Responsible for the achievement of 90% customer satisfaction for their customers
• Act as the main point of escalation for complex customer queries (Rents, ASB, Repairs and Lettings)
• Liaise with internal and external stakeholders to deliver positive outcomes for your customers
• Complete regular property visits to customers, identifying support needs and signposting to appropriate services to ensure tenancies are sustained
• Responsible for inspection of estate, ensuring condition of properties meet SBHA compliance & quality standards
• Responsible for Service Charge Management within Customer Base
• Responsible for ensuring compliance across their portfolio of properties (gas safety, FRA actions)
  Please see the job description for a full breakdown of duties and requirements.