Job Introduction
Pinnacle Group is looking for an experienced Senior Housing Officer to join our Housing team within the Homes division. The successful candidate will be responsible for delivering a comprehensive housing management service across the contract, taking day-to-day supervisory responsibility for operations, providing local leadership and line management to a Housing Assistant, and working closely with the Area Housing Manager/Housing Team Manager to maintain effective client relationships. The role includes monitoring housing service performance and all aspects of tenant and leaseholder management, producing regular performance reports, identifying key issues and solutions, and overseeing the performance of repairs, maintenance, and estate services contractors. As a member of the Management Team for our PFI contracts, the post holder will also contribute to the strategic direction and delivery of the contract, ensuring services meet the diverse needs and aspirations of tenants and leaseholders, enhance quality of life for residents, and achieve all contractual key performance indicators and service delivery requirements.
Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
The ideal candidate will have significant experience in a fast-paced housing management environment, with a strong understanding of social housing legislation and proven experience of managing complex tenancy, leasehold, anti-social behaviour and customer service issues. You will be a confident leader with the ability to motivate, develop and performance manage staff, while building strong relationships with residents, clients and key stakeholders. You will have a track record of delivering high-quality housing services that achieve contractual targets and enhance resident satisfaction. A Chartered Institute of Housing qualification, or equivalent experience within a social housing setting, would be advantageous.
This is an office based role, 9am to 5pm.
Who we are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.
We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
Who we’re looking for
We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
Key responsibilities will include:
- Inspire, develop, and empower your direct report(s) to deliver excellent customer focused services, driving improved standards of tenant and estate services, and ensuring co-ordinated practices are in place to support this.
- Ensure that all contractual requirements are delivered and that all relevant key performance indicators are achieved.
- Develop strong and effective working relationships with clients, resident representatives, elected members and other key stakeholders to create a positive impression of Pinnacle and the services we deliver.
- Performance manage your direct report(s) to ensure team members are equipped to carry out their roles effectively, understand the standards of performance expected of them and achieve individual and team targets and objectives. Carry out relevant action to address under performance, capability or sickness issues in a timely and appropriate fashion.
- Support and assist the Area Housing Manager / Housing Team Manager to identify, develop and implement service and contract improvements including key performance improvements, quality of service provision and customer satisfaction.
- Lead the day-to-day delivery of key housing management services, including void management, tenancy checks, tenancy and leasehold matters, complaint and correspondence resolution, and the effective management of anti-social behaviour cases, ensuring a high-quality service for residents.
- Attend and participate in forums, review panels, partnerships meetings, tenant and resident meetings, community events as required.
- Work with the Area Housing Manager / Housing Team Manager to ensure that legal, statutory and any other relevant provision governing or affecting the service area are strictly observed.
Key Requirements:
- Significant experience working in a fast-paced housing management environment, with the ability to manage complex cases, competing priorities and changing service demands.
- Proven leadership skills with the ability to motivate, develop and performance manage staff, while effectively managing resources to achieve challenging targets and objectives.
- Strong knowledge of social housing legislation, combined with a track record of improving services and outcomes for tenants and leaseholders.
- Excellent customer service and communication skills, with the ability to build effective relationships at all levels and deliver a resident-first, solutions-focused approach.
- Strong analytical and decision-making skills, with the ability to interpret performance data, produce professional reports, identify issues and implement effective solutions under pressure.
- Chartered Institute of Housing (CIH) qualification, or substantial equivalent experience and a proven track record of success within a social housing environment
Our Offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans