Manager of a team of 9. Responsible for Leasehold services, commercial propery management, sales and marketing, market rented tenancies, performance management and benchmarking, insurance administration, service charges

Manager of a team of 3. Responsible for Leasehold services, homeownership services, open market acquisitions, market rented tenancies, performance management and benchmarking, insurance administration, service charges and Former Tenant Debt collection

Manager of a team of 3. Responsible for Leasehold services, right to buy and right to acquire, open market acquisitions, performance management and benchmarking, insurance administration, service charges

Administration of governance, company secretarial tasks, facilities management, the provision of secretarial and administrative support to the Senior and Executive teams, liaison with corporate lawyers and internal auditors, corporate returns co-ordination (i.e. to the FSA), compliance monitoring, Right to Buy sales service, insurance services, health and safety relating to the office accommodation, Data Protection Officer, monitoring and reviewing of policies and procedures. Performance Monitoring and improvements, staff development and training, risk management, internal audit and business continuity facilitation. Management of a Central Services Budget including budget monitoring, review with Finance and setting the budget at the end of each financial year. Managing the Board and Committee cycle, facilitating meetings, providing refreshments, taking minutes, distributing paperwork and managing the Board Members section of the Website. Training and development of Board Members and recruitment of Board Members. Monitoring of procurement exercises, including management of tender and consultants’ registers, and compliance with OJEU regulations.

Management of the transfer of Right to Buy (RTB) service from MCC to Southway Housing Trust and establishing the Trust’s identity as the new provider of the service. Identifying resources needed and establishing service standards, policies and procedures, to implement training plans and service improvements, to address the Organisations compliance against KLOE standards and implement targets and objectives for meeting the “Excellent” standard. To set and monitor KPI targets and develop systems, which meet statutory and best practice expectations in relation to RTB and RTA sales management. To reduce the number of penalties incurred by the Organisation in failing to meet legislative time scales. To establish a team that is competent in the application of RTB and RTA legislation. In addition to develop governance policies and procedures and carry out fair, open recruitment to the Southway Housing Trust Board. Including developing Code of Conduct, Gifts and Hospitality procedures and other good practice guidance for successful Board management.

Peer mentor as part of the HDN mentor programme

Overseeing all service improvement plans, setting objectives, preparing the Organisation for Audit Commission Inspection, being the link between different Heads of Service to ensure consistency of application of new initiatives and service improvements. Develop; deliver and co-ordinate structured Departmental Action Plans

Oversee all aspects of customer contact within Eastlands Homes. Managing the Customer Services Supervisor (Contact Centre), Customer Services Coordinator (Estate Management), Environmental Coordinator and two Sheltered Housing Officers. Prepare the team for audit and ensure that team plans are worked to and that these feed into the Business and Operational Plans. Working with other agencies including the police and social services. Tendering and renegotiating contracts. Managing the decent communities and environments agenda through effective housing management, environmental management and best value reviewing. Providing an efficient and well-organised first point of contact via the contact centre. Making our services fit for purpose, providing best value and communicating with customers, Councillors, the Local Council and all other stakeholders.

Direct line management of five Housing Officers, 1 Housing Assistant and two Right to Buy Officers Ensuring that the tenancy management service is effective, transparent and fair. Reporting on KPI and local performance indicators to ensure continuous improvement amongst the team and to keep up with best practice. To implement initiatives that will enhance the service being delivered. Overall responsibility for the housing service to tenants dealing with lettings, repairs, rent queries, RTB sales and complaints.

Working toward the achievement of three stars at the next Audit Commission assessment, looking at current performance and how to improve on it. Involve staff in the process of improving the Organisation, its policies and practices. Write and develop the Customer Care Service Improvement Plan taking into account Best Value, KLOE and BVPI, development of Customer Care Service Standard and guidance booklets for staff and residents. Participate in Board and Tenant Association meetings and work closely with the Tenant Participation Team in order to encourage resident involvement. Oversee resident volunteer group in their inspection, assessment and suggestions for improvement of FCHO key service areas. Participate in the Housing Best Practice Unit partnership in sharing best practice, benchmarking and deliver value for money across the North West. Monitoring levels of customer satisfaction with complaint handling based on diversity elements and carrying out impact assessments for any policy changes. Working closely with Community Cohesion in the effective delivery of services to underrepresented groups. Delivering reports to Main and Local Board and Senior Management. Effecting change and increasing the profile of the Organisation and establishing policies and practices that will help us deliver on our main objectives of: empowerment, professionalism and fairness, accountability and openness, respect, excellence and continuous improvement, and ensuring value for money.

Promote first class customer service and develop systems to monitor and improve performance. Management and development of a staff team that is representative of the customer care values of the Organisation and reflective of the diversity of Oldham. Involve staff in the process of improving the Organisation, its policies and practices. Write and develop the Customer Care Service Improvement Plan taking into account Best Value, KLOE and BVPI. Ensure complaints, comments or suggestions are dealt with in a cohesive and structured way, taking account of any changes that could be made to policy, procedure or practice that would help FCHO better serve its residents. To be responsible for the editing of all correspondence (for the East Area) ensuring Plain English guidelines are followed and the message being given out is consistent.