This Vacancy has closed.
Assistant Service Manager – Housing Policy and Performance
  • Employer: London Borough of Hounslow
  • Reference: LBH/22/217736
  • Published: Tue 01/11/2022, 15:48 PM
  • Closing on: Mon 28/11/2022, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £41,586 - £44,628
  • DBS Check: Yes
  • Location: Hounslow House, 7 Bath Road, Hounslow TW3 3EB, Hounslow

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Assistant Service Manager – Housing Policy and Performance

About Us:

Would you like to be a part of The London Borough of Hounslow, whose diverse workforce are committed to making a positive difference for our residents and visitors by ensuring the quality of our services are maintained to a high standard?

We have changed the way we work, adopting a modern approach to reduce our carbon footprint. Headquartered in Hounslow House, a new landmark building located in Hounslow town centre, our technology enables us to work remotely and flexibly. This improves the service we provide to residents and helps us to achieve a better work/life balance.

About The Team:

We are modernising our Housing and Tenancy Management function to prioritise a public servant ethos, around serving our tenants and attending to their needs, to prevent problems in their tenancies, improve the quality of the homes we provide, and enhance the quality of their lives. Managers and staff will develop pride in what they do and how they do it, to make a tangible difference. The Tenancy and Income service is responsible for monitoring all rent accounts and income recovery activity, administering and developing the division’s policies and procedures, and capturing and reporting on the overall performance of the tenancy and housing management services.

Key Responsibilities:

  • Keep up to date with key legislation, policies and procedures, and maintain an expert awareness of issues that can cause legal, reputational and financial risks to the council, taking action to mitigate or prevent risks arising and ensuring value for money service delivery.
  • Assist to develop and implement policies, procedures and best practice to enhance service delivery, improve enquiry and complaints handling, and improve performance.
  • Lead and manage a team of officers to analyse and report on data and improve service delivery and performance. Working collaboratively with your colleagues and partner agencies to use data insight to engender a performance management culture and create an inclusive service offer.

Your Skills:

  • You have experience of successfully leading service improvements, implementing and monitoring performance management measures and an understanding of the council’s role as a landlord, and associated legislation and regulations relating to tenancy matters.
  • You have expert communication skills to engage effectively with a broad range of people to influence, negotiate and persuade to achieve high income collection levels and continuous service improvement leading to consistently high levels of performance across the service.
  • You act with integrity, take personal responsibility and handle stress effectively while motivating others to maintain high levels of enthusiasm to achieve successful outcomes for our tenants. You work proactively, flexibly, and independently, with excellent attention to detail to identify and problem solve, recognising contextual issues that require escalation.
  • You are a high performing individual who works collaboratively with others while leading and managing a team to achieve targets and service objectives and make the team the very best it can be.

Essential for the Role:

  • You have a degree or extensive relevant work-based experience and engage in continual professional development.
  • A basic DBS check is required.

We Harness the Mix:

We value diversity in its broadest sense. We're committed to creating an inclusive culture where everyone is able to be themselves, give of their best and reach their full potential.  We believe that a diverse workforce helps us to better understand our communities and deliver the best services for our residents. We want to receive applications from all regardless of age, gender identity, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race or ethnic origin, sex, sexual orientation, transgender status or social economic background. We want to harness the mix and ensure that everybody can apply and be part of our recruitment processes. We will therefore make reasonable adjustments to accommodate our candidates.

This post is considered by the authority to be a customer-facing position; as such it falls within scope of the Code of Practice on English language requirement for public sector workers. The council therefore has a statutory duty under Part 7 of the Immigration Act 2016 to ensure that post holders have a command of spoken English sufficient for the effective performance of the job requirements. The appropriate standards are set out in the employee specification.

Interviews will be held during week commencing 28th November 2022