Assistant Area Housing Manager

Key Responsibilities BUSINESS & CUSTOMER The Assistant Area Housing Manager fulfils a key role in representing the organisation and ensuring delivery of high quality services. The Assistant Area

Housing Manager will: 1. Assist the Area Housing Manager (AHM) in leading delivery of high quality services with a clear customer focus. 2. Lead the organisation’s representation and stakeholder management, as directed by the AHM. 3. Assist the AHM to develop and implement strategies to resolve local issues. This will include engagement with residents, representatives, and internal/external agencies to foster vibrant communities, with geographical neighbourhoods. This may include meetings outside 9 am to 5 pm business hours. 4. Promote and support a proactive tenancy sustainment approach. 5. Ensure effective management of resources and assets, including overall stock management and managing the delivery of the planned maintenance scheme programme. 6. Liaise with the Area Maintenance Manager and staff to ensure a comprehensive customer and property service and effective void management. 7. Identify gaps in service provision and resolve obstacles in Support provision for customers, escalating to appropriate departments as necessary. 8. Provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion. 9. Ensure continued and effective working relationships with key internal and external stakeholders. 10. Represent the AHM as required and provide support and cover for other AAHM’s to ensure resilience as far as practicable. 11. Undertake the duties in such a way as to enhance and protect the reputation and public profile of NIHE. 12. Comply with and enforce all NIHE frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance. 13. Undertake project work as directed by the AHM applying the principles of good project management and in line with NIHE practice.

PEOPLE & PERFORMANCE MANAGEMENT The Assistant Area Housing Manager holds a key governance, quality and performance management role within the Area Office. The AAHM will: 14. Develop, consult & ensure effective delivery of Area Business Plans, including management of risk and resources. 15. Manage the overall performance of the Area office against key business objectives and using performance measures. Oversee and contribute to completion of the full range of Area Office control & reporting responsibilities. 16. Assist the AHM to manage the accountability and transparency of actions and decisions by ensuring staff work to *PLAN principles and fulfil individual and team governance requirements in the conduct of their duties. 17. Lead work with Team Leaders and others to identify and resolve obstacles to providing an excellent service, escalating to or engaging with appropriate departments as appropriate. 18. Support the Area management team to understand and improve their work by supporting the collection and analysis of operational measures. 19. Effectively use both dashboards and reports to gather the necessary facts and data required to inform strategies, resource deployment and performance management. 20. Actively promote the use of performance dashboards by all staff to enhance Area, team and individual performance. 21. Complete control checks and one to one case review discussions in relation to Team Leader activities and decisions as set out in the Board scheme of delegations and providing and/or arranging cover for Team Leader responsibilities in this area. 22. Take a lead role in development of innovative solutions and services in line with **systems thinking approach and principles of work. 23. Ensure timely collection of customer satisfaction data, analysing and acting on feedback to actively promote and deliver a culture of continuous improvement within the Area teams. 24. Provide a facilities management role and office management support to the AHM, including office cover arrangement, premises management and health and safety. Undertaking and managing a range of risk assessments, and health and safety procedures. 25. Enable, equip and assist staff to solve problems independently, as appropriate, to identify practical solutions and improvements and to take confident and correct decisions and actions while supporting the personal resilience of staff. 26. Lead, empower and mentor front line staff, (both professional and technical) to maximise excellent customer experiences / satisfaction with our services, including across a split site location. 27. Manage staff in line with HR Policies, including completion of staff appraisals and performance management. Promote and facilitate staff personal development and oversee completion of Skills & Confidence discussions for all staff in the Area Office. 28. Support and mentor team leaders, including the routine completion of formal one to one discussions with the team leaders. 29. Undertake disciplinary or other investigations, management and proceedings in a timely manner, in line with policy, as appropriate. 30. Direct and signpost managers and officers to the appropriate source for issues outside the remit of this post. 31. Participate as directed in resourcing activity in line with NIHE Resourcing Policies and Procedures.

FINANCIAL MANAGEMENT The Assistant Area Housing Manager holds a key governance role in the Area Office as Responsible Officer. The AAHM will: 32. Manage associated budgets as directed by the AHM. 33. Fulfil the role of Responsible Officer, authorising payments within the officer’s responsibility. 34. Prepare and manage appropriate business cases, tenders and quotations, in line with financial and procurement regulations, policies and procedures and corporate timescales.

GENERAL The Assistant Area Housing Manager will: 35. Undertake any other duties which may be assigned by the Area Housing Manager to meet local or organisational need and the change agenda and which are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined.

Note: This summary of responsibilities and personal duties is not intended to be exhaustive. This role will develop and change in line with strategic corporate programmes and projects. Knowledge, Skills and Experience 1. (i) Have a degree level qualification (Level 6) or equivalent and have a minimum of 3 years relevant*** experience. OR (ii) Hold a Level 5 qualification in Housing and a minimum of 3 years relevant*** experience. OR (iii) Can demonstrate equivalent continuing professional development or experiential learning and at least 5 years relevant*** experience

*** Relevancy will be determined with due regard to the duties and level of responsibilities set out in the job description for this role. Knowledge, Skills and Experience 2. Have 2 years’ experience in 4 out of the 5 following areas: A. Taking a lead role in the successful management of significant housing change/policy or leading a team responsible for the delivery of a range of housing services- with a robust knowledge of those business and policy areas. B. Evidence of representing an organisation or team employing strong negotiation skills to ensure achievement of business objectives. C. Evidence of ensuring effectiveness and efficient in the provision of excellent customer focused services.

D. Successful achievement of business objectives including evidence of effective planning, measuring performance, innovation and identifying and remedying areas for improvement. E. Ability to successfully and proactively mentor and lead staff in a busy service/service support role to ensure that staff consistently deliver high quality services within an effective governance framework Knowledge, Skills and Experience (continued) Candidates may also be assessed against the relevant section of the Housing Executive’s Behavioural Framework. Other Requirements 3. Possess a current driving licence or have access to a form of transport that enables them to meet the requirements of the post in full. The salary scale for this post (Level 7) is £36,298 - £46,549 per annum. In addition to basic pay we also have an excellent pension scheme with an employer contribution of 19%.