Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.
Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.
Salary - £45,000 to £50,000 plus bonus
As part of the Senior Housing Management Team, the post holder will contribute towards the overall strategic direction and delivery of key priorities, ensuring services delivered meet the diverse needs and aspirations of tenants and leaseholders, improving the quality of life for all service users.
This is a senior management role responsible for leading and managing an operational area housing team and resources to provide an excellent front-line housing management service to residents, specifically tenancy and estate management services.
The post holder is accountable for the performance of a PFI Housing Management Contract, ensuring the contract demonstrates best practice, innovation and leads the way nationally in the provision of housing and estate services.
•Lead, inspire, develop, and empower an area team to deliver excellent customer focused services, driving improved standards of tenant and estate services, ensuring co-ordinated practices are in place to support this.
•Develop good working relationships internally and externally.
•Review, coach, support and develop an area team to ensure team members are equipped to carry out their roles effectively, understand the standards of performance expected and achieve individual and team targets and objectives.
•Contribute to the effective running of the service through active participation in meetings and development events as required.
•Mitigate risk through awareness and knowledge and proactive identification, partnership working and adherence to safeguarding process & procedures.
•Support and assist the Head of Housing to identify, develop and implement service and contract improvements including key performance improvements, quality of service provision and customer satisfaction.
•Provide support to elected members and deal with their enquiries to ensure delivery of excellent housing outcomes for residents.
•Manage and monitor elected member casework.
•Monitor area budgets ensuring they are utilised effectively in accordance with the Company’s standing orders and financial regulations demonstrating value for money and improvement to the living environment for tenants and leaseholders.
•Proactively deal with issues of ASB, harassment and criminality, maximising early and successful resolution of cases.
•Ensure that related customer or service complaints are appropriately investigated, resolved, and responded to within timescales.
•Contribute to the development and delivery of the Tenancy and Estate Management Improvement Plans.
•Promote and actively encourage tenant and leaseholder empowerment and involvement within the PFI area to ensure they are actively engaged and have the opportunity to influence decisions.
•Promote community cohesion, recognising that Pinnacle serves customers and communities from a wide range of diverse backgrounds.
•Represent the company and proactively support forums, review panels, partnerships meetings, tenant and resident meetings, community events as required.
•Prepare and present comprehensive reports at meetings as required.
•To ensure that legal, statutory and any other relevant provision governing or affecting the service area are strictly observed.
•Ensure that operational procedures and processes are developed, reviewed, and updated on a regular basis to contribute to the efficiency of the service.
•Ensure that operational processes and procedures are adhered to.
•Manage own continuing professional development, keeping abreast of changes in housing and landlord
•IT literate, including but not limited to the ability to use Microsoft Office and experience of social housing databases .
•Additional duties, as allocated by the Head of Housing, as and when required.
Essential Skills Required
•Previous experience gained in a fast moving, pressurised, front line housing management environment dealing with complex issues and competing priorities
•Experience of leading, motivating, developing and performance managing a team, to achieve challenging targets and objectives
•Experience of contract management within Social Housing.
•Thorough knowledge and understanding of the legal and statutory framework relating to employment, social housing, and FM services technical services, including data protection, Freedom of Information and Health & Safety.
•Experience of managing a budget and resources
•Ability to produce and present comprehensive professional reports clearly and concisely to a diverse audience
•Demonstrable evidence of improving services and performance for tenants and leaseholders.
•Ability to make accurate and timely decisions whilst under pressure.
•Ability to interpret and analyse data and performance information, identifying issues and resolution required.
•Prioritise the work of the service area and manage and direct the process of change.
•Good interpersonal skills and a proven ability to communicate effectively at all levels in both individual and group situations.
•Positively represent the service by developing and maintaining effective relationships with internal and external agencies.
•Proficient in the use of all Microsoft applications and Housing Databases.
•Chartered Institute of Housing qualified or substantial equivalent experience / track record of success within a Social Housing Environment.
•Must have GCSE grade B or above for Maths and English Language.
•Understanding of financial regulations and company procedures relating to financial matters.
•Evidence of continued professional development
Pinnacle Recruitment (Services) strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.
We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.
Closing date is 19th April 2021. If you require further details about this position, please contact Paul Williams (Head of Housing) on 07941383916.