CHRISTIAN ACTION HOUSING SPECIAL PROJECTS

Responsibility

• operations Manager - Housing Services
• operations Manager – Supported Housing
• who we are
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• we manage mixed tenure housing stock, including independent living and the provision of supported housing accommodation and services for young people
• overseeing the operational day-to-day delivery of a high-quality repairs and maintenance service across mixed tenure housing stock
• christian Action has grown into a vital local provider of accommodation in four North London boroughs
• deliver high levels of customer satisfaction through management of a small Customer Service Hub focused on first time resolution
• role Purpose
• contribute to setting the strategic direction and budgets of managed service
• location: Hybrid, with occasional evening/weekend working
• manage service-related contracts in line with budgets and delivering value for money
• they translate our strategy into operational activity, creating clarity and setting standards for their teams in the context of our values
• they translate our strategy into operational activity, creating clarity and setting standards for their teams
• christian Action Housing Association is proud to be a local landlord providing homes and services across the North and East London region, managing around 1600 homes
• responsible for the day-to-day management and co-ordination of disrepair cases ensuring all steps are taken to bring about quick resolution
• location: Home and office, with very occasional evening/weekend working
• location: Enfield – Hybrid with very occasional evening / weekend working
• reporting to: Head of Property Services
• our Association was founded in 1966 by a group of local church groups in response to the desperate need in the local area for affordable rental housing
• drive and champion continuous improvement across all services managed by putting in place strategies and mechanisms for delivering improvements
• we are a diverse, fun and friendly team whose mission is to provide high quality and affordable housing, support and services to those in housing need
• ensure we deliver our objectives of increasing resident engagement through working with internal teams to deliver this objective
• they are skilled people managers, developing and motivating individual and team performance
• our Operational Managers are positive ambassadors for Christian Action, enabling effective and continuous service performance improvement through people
• operational management of void repairs through a surveyor and contractor, ensuring works are carried out in a timely manner to reduce void loss
• following a restructure in the Property Services Team and to strengthen our repairs and contract management function, an exciting opportunity has arisen for an Operations Manager – Repairs, to join our busy team on a permanent basis
• we are a diverse, fun and friendly team whose mission is to provide high quality and affordable support and services to those in housing need
• for a full understanding of the requirements of this role, please take a look at the job profile
• this is a brand new role that is one of two Operations Managers in the team to bridge the gap between the Head of Property Service and our front line repairs team
• what we are offering
• core Responsibilities
• this is an exciting time to join us as we refocus on our journey to continue to improve the services we provide to our residents
• our Operational Leaders manage a function and/or team and are responsible for delivering on the direction and strategy set by our Senior Leadership Team
• our Operational Leaders manage a function and/or team and are responsible for delivering on the direction and strategy set by our Senior Leadership Team and Board
• 25 days holiday plus bank holidays
• health care cashback scheme
• with invaluable front line experience, this role holder can take the lead in the development of policy and procedure, and has responsibility for monitoring and delivering performance against key metrics
• with invaluable front line experience, this role holder takes the lead in the development of policy and procedure, and has responsibility for tracking performance against key metrics
• this includes general needs, independent living, leasehold, market rent, intermediate rent and temporary social housing
• closing Date for applications is Tuesday 29th August 2023. Interviews will be held during the weeks 4th/11th September 2023
• employee assistance programme including free counselling and legal advice

Responsibility

• customer Service Advisor – Housing and Asset
• raise repairs requests, deal with ongoing repairs and follow on works, liaising with suppliers and internal and external customers
• collect phone-based satisfaction survey response through proactive calling based on the requirements of the teams
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• administer rent account transactions, including setting up direct debits and taking telephone payments, as required
• work collaboratively across the Association, co-ordinating and cross working to achieve efficiency and supporting other departments as appropriate
• to deliver services that meet key performance targets/indicators and operational service plan objectives
• location: Head Office, EN3 6GS
• to deliver services that meet legislation and regulatory requirements and reflect best practice and deliver excellent customer service at all times
• to respond to telephone, face to face, email, and any other correspondence enquiries made by the Association’s customers, providing a high level of customer service to resolve queries at the initial point of contact
• ensure the effective management of the allocated caseload of work, raising concerns and blockages with line manager as appropriate
• for a full understanding of the requirements of this role, please take a look at the job profile
• to provide a customer focussed, proactive, comprehensive and high quality administration service to internal teams and external customers to support the delivery of the tenancy, estates, repairs and Property Services functions
• to provide a customer focussed, proactive, comprehensive and high quality administration service to internal teams and external customers to support the delivery of the tenancy, estates, repairs and asset management functions
• what we are offering
• raise repairs requests, deal with ongoing repairs and follow on works, liaising with suppliers and internal and external customers. Chasing quotes and approving them accordingly
• 25 days holiday plus bank holidays
• work collaboratively across the Association, co-ordinating and cross working to achieve efficiency and supporting other departments as appropriate. This includes covering reception duty when necessary
• health care cashback scheme

Earnings for position customer service advisor

Responsibility

• any other duties that may be reasonably required
• develop, lead and support life skills workshops in partnership with the engagement team

Responsibility

• customer Service Team Leader
• establish effective reporting mechanisms for service performance data to ensure services are be monitored effectively
• to deal with more complex enquiries and formal complaints which require research, investigation, liaising with other staff and stakeholders as appropriate
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• location: Enfield, Head office
• to drive and champion continuous improvement across all services managed by putting in place strategies and mechanisms for delivering improvements
• to manage the delivery of a comprehensive, customer focused front line Customer Service Hub, covering responsive repairs, housing management and all other first line enquiries
• maintain and develop relevant Policies and Procedures that apply to the Customer Service Hub
• to instil a strong culture of excellent customer service by ensuring appropriate systems and processes are in place to enable customer enquiries to be resolved at first point of contact
• attend and prepare reports for relevant operational and tenant meetings, including repairs meetings, management forums and workshops
• deputise for the Operations Manager - Repairs as and when required
• to liaise with the partnering contractors to ensure an effective out of hour’s service is provided to customers, ensuring effective processes for reporting, recording and processing of out of hour’s works orders are in place
• for a full understanding of the requirements of this role, please take a look at the job profile
• through the collection of customer insight data ensure that residents are able to provide feedback on the service, with timely and appropriate action taken in response to customer feedback
• what we are offering
• 25 days holiday plus bank holidays
• health care cashback scheme

Requirements

• you must have a full, clean driving license and the ability to drive small and large vans as and when required
• you will need to be physically fit and able to manage a range of physical tasks
• ideally you will have experience of cleaning in a similar role, but we do offer full training
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• well organised with good attention to detail
• safety conscious, and experience of using cleaning equipment and knowledge of COSHH regulations would be an advantage
• we will also require successful applicants to undertake a DBS check
• what we’re offering