Housing Manager Band 3

ob Type: Housing Manager Band 3
Location: Stortford
Contract: Temp
Hours: 37.5
Pay Rate:

• £21.87 per hour (standard)
• £43.37 per hour (Bank Holidays)

The Role in a Nutshell
Our Housing Managers are at the frontline of delivering safe homes and thriving communities. This role plays a vital part in ensuring excellent customer service, strong community engagement, and effective income maximisation across our rented and leasehold portfolio.
You will be highly visible within your local patch, acting as a key point of contact for customers and stakeholders, championing the customer voice, and ensuring swift, fair, and effective resolution of issues. You'll be known for strong local area plans, high customer satisfaction, and confident complaint handling.

Key Responsibilities
Customer & Community Focus

• Act as a visible, accessible presence within your local area
• Champion meaningful customer involvement, including consultations and service charge discussions
• Deliver excellent customer satisfaction and resolve complaints swiftly and effectively
• Identify customers requiring additional or specialist support and ensure appropriate arrangements are in place
• Take prompt and appropriate action on safeguarding concerns, particularly for vulnerable customers

Collaboration & Stakeholder Management

• Work closely with internal teams including Customer Service Centre, Maintenance, Health & Safety, and Income teams
• Build strong partnerships with external stakeholders such as local authorities, police, fire services, and contractors
• Support Development teams to ensure new homes are let in line with organisational targets
• Ensure a joined-up approach to delivering safe homes and strong communities

Tenancy, Income & Estate Management

• Maximise rental and service charge income by proactively managing arrears
• Ensure customers clearly understand their rights and responsibilities from tenancy sign-up
• Work closely with Financial Inclusion teams to support customers to maximise income
• Manage former tenant arrears by ensuring appropriate handover for recovery
• Oversee void turnaround to minimise rent loss and ensure homes are re-let promptly
• Confidently explain to customers how their rent and service charges are spent

Performance, Compliance & Enforcement

• Use data and KPIs to monitor performance, identify trends, manage risks, and share best practice
• Maintain accurate records and produce robust documentation for court and eviction proceedings where required
• Ensure compliance with housing law, regulation, and evolving requirements, including sustainability and greener homes

Leadership & Expertise

• Depending on location, provide leadership to a small team (e.g. Community Housing Assistants, Coordinators, Apprentices, Cleaners, Handypersons)
• Act as a subject matter expert in specialist areas such as ASB or income management, supporting colleagues' development

About You

• Significant experience in housing or community management
• Strong customer focus with excellent communication and engagement skills
• Confident managing complex tenancy, income, and safeguarding issues
• Comfortable working with data, KPIs, and performance measures
• Proactive, organised, and able to manage a busy, frontline workload
• Able to build strong relationships across internal and external partners