Homeless Prevention and Customer Services Manager Options Manager

The role of Homeless Prevention and Customer Services Manager involves the following;

• Managing a busy Customer Service Reception on all matters related to Housing.
• Team Management - Lead on 2 operational Teams; one for Customer Service officers to deliver excellent customer standards across a wide spectrum of housing related issues and the other for Prevention and Solution officers for Prevention, advice and Options.
• Caseload Management - You will have a team of Customer Service officers who will work with clients who manage a caseload of households who are ineligible and destitute as well as a team of Prevention and Solution Officers who work with homeless cases
• Innovation and Creativity - To provide innovative solutions to homelessness through Housing Options Toolkit and holistic working with partnerships, As one of three Senior Managers within a frontline statutory Housing Options Service you will need to:
• Have a strategic overview to lead and manage front line homelessness teams effectively.
• Be transformational and dynamic to embed continuous service improvements whilst ensuring that statutory requirements are met with a key focus on homelessness prevention activity.
• Manage and monitor quality assurance processes to ensure consistent, quality services for customers and lead on service improvement projects and plans to assist in meeting service objectives.
• Be able to deliver on targets and highly organized
• Exemplary interpersonal skills and possess a 'can do attitude' and want to achieve the best.
  
  We are looking for:
• A passionate and dynamic senior leader with a strong background in the delivery of customer care contact centres for Housing services and what this involves ensuring the smooth running of this area.
• An in-depth working knowledge of Part 7 of the Housing Act 1996 as amended by the Homelessness Reduction Act 2017 to work within the Wandsworth Prevention and Solutions Service.
• A candidate who has working knowledge of asylum and immigration law.
• Strong supervision skills and experience of working under pressure and influencing change in a demanding environment are essential.
• A proven success in creating and embedding a strong performance monitoring culture with a key focus on learning and growth through reflective practice and coaching others.
• Adaptable and hardworking to ensure your Teams are supported and empowered to carry out their roles with a focus on key performance indicators and the use of data and statistics to understand the key trends of the service.