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Tenancy Specialist Team Leader

June 5, 2024 | Comments Off on Tenancy Specialist Team Leader

Monday - Friday
Ongoing Temp - Perm position
8am - 5pm
Hybrid working (2 days in office)
£22.57-£24.08p/h PAYE
Must have a strong background within ASB, Housing Fraud, Tenancy, etc.

Main purpose of the role

To support the Tenancy Specialist Manager in the delivery of a regional anti-social behaviour and housing fraud service.

To effectively manage and drive high quality performance of a regional team to deliver an effective and professional response to issues of anti-social behaviour.

The Tenancy Specialist Team Leader is responsible for the day to day supervision of a regional team of Tenancy Specialist to deliver an effective and professional response to issues of anti-social behaviour and social housing fraud, ensuring that our neighbourhoods are places that residents want to live.

Successful delivery will involve a strong collaborative approach with key external partners across the region and with other Clarion departments.

Key Accountabilities

  • Ensure the Tenancy Specialists (TS) are provided with strong, effective and positive management that establishes a culture which drives positive performance and delivers high levels of customer satisfaction.
  • Positively promote and embed Clarion values and ways of working.
  • Provide guidance and support to TS to build a high level of individual and team knowledge and expertise in areas of ASB and tenancy fraud.
  • Ensure that TS have a thorough understanding and comply with policies, procedures and business processes.
  • Work with the Neighbourhood teams to map ASB hotspots and identify positive medium term and longer term solutions to ASB, inform the local Neighbourhood Plans and local offers.
  • Work with local partner agencies to ensure an effective multi agency response to serious or persistent problems of ASB and tenancy fraud.
  • Work with Courts and court user groups across the region to ensure we are compliant with court civil procedures and any pre-action protocols and has a positive working relationship.
  • Developing and supporting effective working practices and cross team collaboration particularly in respect to the local delivery of ASB services and tenancy enforcement action.
  • Providing guidance and support to TSs on more complex cases, using experience in ASB to make key decisions on initial actions particularly high risk cases. Building a high level of individual and team knowledge and expertise in areas of ASB to ensure a consistently high standard of service delivery and instil a culture of continuous improvement.
  • Ensure TSs are provided with strong, effective and positive management that establishes a culture which drives positive performance and delivers high levels of customer satisfaction. Ensure that TSTOs have a thorough understanding and comply with Clarion policies, procedures and business processes. Positively promote and embed Clarion values and ways of working.
  • Lead and motivate the Tenancy Specialist Team through monthly 1:1 meetings, team meetings and annual performance reviews to ensure key performance targets are being met within service standards.

Skills & Attributes

  • Understands and demonstrates a strong customer focus consistent with the values.
  • Positive mind set with a focus on solutions rather than obstacles.
  • Ability to find innovative solutions to challenges.
  • Resilient and able to imbed change and drive a new way of working.
  • Skilled in understanding performance and able to deal with underperformance effectively.
  • Strong leadership and management skills with sound judgement and confidence to make decisions.
  • Able to develop effective working relationships with colleagues across Clarion and external agencies.
  • Excellent communication skills, able to adapt approach to the audience.
  • Can effectively support and motivate others, including those working remotely.
  • Excellent communication skills, able to adapt approach to the audience.

Experience & Knowledge

  • Extensive knowledge of best practice in tackling anti-social behaviour.
  • Significant experience of achieving successful outcomes in managing ASB.
  • Demonstrable achievement in developing a team to build team competence and performance.
  • An understanding of using data to analyse and identify trends and hotspots and develop appropriate responses.
  • A good understanding of good practice in managing tenancy fraud and key legislation.
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