A Housing Association is currently looking for an Agency Contracts Manager on a temporary basis for about 3 months in West London.
Key Responsibilities
Mobilise your team to prioritise customer focus, professionalism, and passion, leading to increased customer satisfaction and enhancements in company homes. Advocate for residents and your team, working with Agents to drive effective changes in service delivery that will result in continuous improvements. Collaborate internally and externally, fostering a culture of continuous improvement for both you and the services you provide. Lead, manage, coach, and motivate a team of officers to deliver high-quality services to residents and Agents. Ensure the appropriate systems are in place to assess managing agents to provide business assurance and provide mitigations where appropriate. Support your team in handling complex matters and lead on these when necessary for the Senior Management Team (SMT). Lead the delivery of the vision across six key areas of the Customer Strategy, ensuring your team excels in all Key Performance Indicators (KPIs). Ensure all aspects of repairs and building safety are followed through to completion. Work with Agents to ensure residents live in a safe, homely environment. Essential Requirements
Proven leadership in exceeding KPIs and delivering excellent services to residents. Experience of overseeing management agreements for a landlord or delivering on management agreements as the managing agent with an eye for detail. Understanding of customer needs in supported housing and the impacts on housing management. Experience of managing conflict between stakeholders. Good understanding of the rent setting process.
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Mobilise your team to prioritise customer focus, professionalism, and passion, leading to increased customer satisfaction and enhancements in company homes. Advocate for residents and your team, working with Agents to drive effective changes in service delivery that will result in continuous improvements. Collaborate internally and externally, fostering a culture of continuous improvement for both you and the services you provide. Lead, manage, coach, and motivate a team of officers to deliver high-quality services to residents and Agents. Ensure the appropriate systems are in place to assess managing agents to provide business assurance and provide mitigations where appropriate. Support your team in handling complex matters and lead on these when necessary for the Senior Management Team (SMT). Lead the delivery of the vision across six key areas of the Customer Strategy, ensuring your team excels in all Key Performance Indicators (KPIs). Ensure all aspects of repairs and building safety are followed through to completion. Work with Agents to ensure residents live in a safe, homely environment. Essential Requirements
Proven leadership in exceeding KPIs and delivering excellent services to residents. Experience of overseeing management agreements for a landlord or delivering on management agreements as the managing agent with an eye for detail. Understanding of customer needs in supported housing and the impacts on housing management. Experience of managing conflict between stakeholders. Good understanding of the rent setting process.
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