ABILITY HOUSING ASSOCIATION

JOB DESCRIPTION

Post:

Team Manager

Responsible to:

Area Manager

OVERALL OBJECTIVES

1.  To be responsible for the operational day-to-day management and leadership of the service/s
ensuring  Ability  Care  and  Support’s  continued  compliance  with  relevant  legislation,
regulations (e.g. CQC) and local authority contracts.

2.  Working in partnership with colleagues in the management team to ensure the provision of a
high-quality  service  enabling  customer  needs  and  organisational  priorities  to  be  met  in
accordance with available resources and committed to developing and enhancing the services
we provide.

KEY TASKS

1.

Compliance

1.1

1.2

To maintain a high-quality service working in partnership with colleagues to
manage services.

To ensure the service meets, or exceeds, the requirements of the
Contract for the service and the Care Quality Commission guidelines where applicable

1.3        To ensure the delivery of safe, personalised services to each individual customer through

assessment, person centred planning and regular outcome focussed reviews of services.

1.4

To ensure compliance with all Ability Policies.

2.

Service Delivery

2.1

2.2

2.3

2.4

To ensure the delivery of person-centred, strengths-based care &support services that
promote independence, choice and dignity to empower people to live as independently as
possible.

To ensure care & support services are structured in a way that provides
flexibility, reliability and continuity.

To ensure services are accessible and robust systems and procedures are developed and
implemented.

To ensure the service is appropriately resourced with the right number of suitably qualified,
skilled and experienced staff.

Page 1

2.5

To ensure that all new referrals are responded to in a timely manner in line with contractual
and organisational timescales.

2.6

To oversee the co-ordination of support workers across services.

2.7

2.8

To deliver services that ensure the Organisation’s duty of care to the customers and staff
providing the service.

To ensure good communication and links with all stakeholders with regards the provision of
services including commissioners, customers, relatives, social work teams etc.

2.9         To ensure the office is resourced during office hours and ensure the provision of an effective

of hours on-call service if required.

2.10

To participate in the on-call rota as required by Ability policy including accurate recording of
all out of hours activity

3.

Service Development

3.1

3.2

3.3

To work in partnership with the management team and participate in the
strategic development of the organisation and assist with the identification
and development of strategies for the planning and delivery of quality, innovative supported
living services.

To  grow  and  develop  services  through  increasing  delivered  hours  and  maximising  referral
opportunities.

To identify marketing opportunities and develop a marketing plan to improve the efficiency
and effectiveness of the service.

3.4

To produce reports as required and attend management and team meetings.

4.

Team Management and Leadership

4.1

4.2

4.3

To manage a team of staff and be involved in the management and direct provision of the
service.

To ensure that there is a co-ordinated and consistent approach to service provision that is
cost effective and efficient making the best use of allocated resources.

To identify recruitment needs and working closely with the HR team, develop plans to
ensure the service is appropriately resourced with capacity for growth.

4.4

To be routinely involved in all staff management duties including:

•  Workforce Planning to agreed KPIs
•  Recruitment and selection

Page 2

•  Training
•  Supervision and appraisal
•     Disciplinary/Capability procedures
•     Conflict management & workplace grievances
•  Absence Management

4.5

To ensure that organisation policies and procedures relating to people and staff
management are effectively communicated to the staff team, and monitor adherence to
these

4.6        To ensure that staff are trained for their roles and responsibilities and that all

groups of staff within the team have access to appropriate training and learning
opportunities.

4.7

To establish and maintain effective staff engagement by understanding and effectively
utilising awareness feedback tools and coaching skills to ensure that all staff are aware of
and can contribute to operational and strategic developments e.g. staff meetings, staff
newsletter etc.

4.8

To arrange and attend regular service planning meetings with service delivery teams.

4.9

To put in place systems to ensure healthy working practices and that staff receive relevant
information to fulfil their health and safety responsibilities.

4.10

To ensure that all staff are familiar with and work in line with Ability housing association’s
policies and procedures.

4.11

To provide advice and guidance outside of normal office hours as on call provision.

5.

Quality Assurance

5.1

5.2

5.3

5.3

5.4

To implement and maintain an effective quality assurance programme to promote high
quality, best practice and continuous improvement of services in line with Ability Housing
association’s Quality Assurance Policies.

To deliver services effectively and efficiently and have clear monitoring procedures and
processes in place to ensure standards are continually met.

To ensure good and safe practice in all activities relating to customers by putting systems in
place to guide, monitor and evaluate care and service provision.

To resolve all complaints in accordance with Ability Housing association’s Policy and
Procedure.

To evaluate services through regular review, annual customer questionnaires, analysis of
complaints & compliments etc.

5.5

To ensure CQC and Contract compliance.

6.

Resource Management

Page 3

6.1

To proactively manage delegated budgets ensuring efficient use of resources.

6.2

To develop operational controls in partnership with the management team, ensure a
commitment to cost effectiveness and value for money.

This is not meant to be an exhaustive list, the job holder may be required to undertake such other
duties as Management may from time to time reasonably require.

Page 4

Criteria

Desirable / Essential

Qualities

SKILLS
&
ABILITIES

EXPERIENCE &
KNOWLEDGE

EDUCATION
&
TRAINING

Excellent communication and organisational skills

Ability to prioritise work

Ability to effectively manage and lead the performance of others

Ability to cope under pressure

Ability to develop and promote positive working relationships with individual service users, their families and professional colleagues

IT literate

Ability to work as part of a team

Ability to and motivate others to meet deadlines

Ability to recognise and develop additional opportunities for the service and the people using it

Ability to positively adapt to change

Work practice which promotes equality and diversity

Significant and demonstrable experience of working in a health and social care setting.

Significant and demonstrable experience in an operational management capacity in a health and social care setting

Experience of working in/managing a domiciliary service

Experience of managing an effective team

A knowledge and understanding of the current legal responsibilities and standards of the service, including the need for the
management and delivery of person-centred services

Holds or studying towards Level 3 Diploma in Leadership in Health & Social Care or the equivalent experience

ATTITUDE

Flexible approach to working hours (with ability to work hours to needs of the business)
Good team ethic with Ability to work well with colleagues

E

E

E

E

E

E

E

E

E

E

E

E

E
E

E

E

D

E
E

Page 5

OTHER

Ability to work on own initiative
Commitment to the goals of the department and organisation as a whole
Full driving license with use of own vehicle
Enhanced DBS clearance
Ability to provide advice and guidance outside of normal office hours as required

E
E
D
E
E

Page 6

JOB DESCRIPTION

Post:

Housing and Support Officer

Responsible to:

Head of Housing

Overall Role Objectives

To provide the housing, intensive housing management and tenancy management for a patch of
circa 120 properties, including the management of rent and service charge payments and arrears;
voids and lettings; tenancy management, including nuisance and anti-social behaviour.

Key tasks

Housing and tenancy management

•  To provide advice and information to tenants, residents and others on all tenancy

matters, welfare benefits and re-housing requests.

•  To assist tenants with support needs to sustain and benefit from their tenancy.

•  To assist the Head of Property to achieve void turnaround targets for repair works and to

manage the pre-void and lettings process.

•  To assess the needs of applicants for housing or transfer, liaising with LA nominees and others,

making recommendations for action within the Lettings Policy.

•  To ensure that each end of tenancy and new letting is completed in line with policy and legal

requirements, including tenancy termination, tenancy agreement and associated paperwork, HB
/ UC application, CORE forms etc

•  To ensure that tenants and others understand the rights and responsibilities as set down in

tenancy / licence agreements.

•  To ensure that the conditions of tenancy are met by the Association’s tenants, working with the

Housing Management team and other Ability staff to manage breaches and help resolve
disputes.

•  To work with the Rent & Arrears Officer to manage rent and service charge payments,

taking early and preventative action to minimise arrears.

•  Where necessary to assist in taking legal action to enforce the conditions of tenancy (non-

payment of rent or other breaches).

•  To assist the Head of Housing and work collaboratively with Finance in setting the service
charges for all properties within the designated area and where applicable to consult with
tenants about changes.

•  To  carry  out  Estate  Inspections,  monitoring  cleaning,  grounds  maintenance,  repairs  and
maintenance  and  other  estate  /  block  services,  liaising  with  Ability  colleagues  and  others  to
improve the quality of the environment and ensure tenancy conditions are met.

•  To assist the Head of Property and others with identifying, reporting and monitoring

repairs and maintenance within the designated patch

•  To carry out Tenancy Audits, collecting and maintaining up to date information about

customers and any changing support needs in order to assist the Association to deliver
targeted services.

•  To promote tenant and resident engagement in service delivery and decision making within

the Association.

•  To attend internal and external meetings as required. Time off in lieu is available for

attending meetings outside of normal office hours.

•  To deal effectively with complaints in line with the Association’s procedures, managing each

through to completion.

General

•  To comply at all times with the Association’s legal, contractual and regulatory

responsibilities in relation to the above duties.

•  To be aware of and comply with all current policies, procedure and guidelines.

•  To contribute to the development of policy, procedures and best practice.

•  To ensure that record keeping, monitoring and administrative systems are kept up to date

and accurate in accordance with procedures.

•  Ability is committed to providing a healthy and safe working environment and expects all

employees to observe and promote H&S related policies in all areas of their work, including
attending training as appropriate.

•  To observe and promote the letter and spirit of Ability’s equality and diversity policy in all

contact with staff, clients and members of the public and to attend training as appropriate.

•  To work effectively with other members of the Housing Services team to meet team

objectives and targets and to deputise for other Housing Officers as required.

•  To promote effective multi agency working by keeping up to date on other relevant
statutory and voluntary agencies, cultivating good local contacts, attending regular
network meetings and generally promoting the work of Ability Housing with other
agencies.

•  To attend internal and external meetings as required. Time off in lieu is available for

attending meetings outside of normal office hours.

•  To carry out other duties, reasonably requested, which may be appropriate to the role.

PERSON SPECIFICATION

•  Professional qualification in a relevant housing management discipline, or relevant

experience. (E)

•  Experience in making court applications and attending court on tenancy related matters. (D)
•  Knowledge of the legal and regulatory framework of social housing and property / tenancy

management, together with experience of delivering services that meet these requirements.
(E)

•  Experience of supported housing would be useful but is not essential. Experience of working in

General Needs housing / tenancy management, combined with a desire and aptitude for helping
people to maintain independence. (E)

•  An understanding of some of the issues and barriers faced by tenants / household members who
have learning disabilities, mental health needs and / or physical and sensory impairments. (E)

•  Excellent communication and inter-personal skills. (E)
•  Experience of working with customers in 1-1 situations. (E)
•  Good numeracy and literary skills appropriate to the requirements of the job role. (E)
•  Ability to work collaboratively as part of a team, developing good working relationships with

colleagues and external service providers. (E)

•  Time management: able to prioritise workloads and manage multiple tasks. (E)
•  Ability to use Microsoft Office applications and a Housing Management system. (E)
•  Car driver – full driving licence and use of own car. (E)
•  Able to carry out property visits across the designated area. (E)
.

Job Title: Customer Service Advisor
Department: Contact Centre
Location: Head Office, Staines – 1 day a week WFH (subject to staffing)
Reports To: Customer Service Team Leader
Salary:

Job Purpose:

The Repairs/Customer Service Advisor will provide exceptional customer service, managing
inbound calls and emails related to repair requests, general housing queries, and tenant
welfare, supporting the Care and Support element of the business. This role involves diagnosing
repair needs, liaising with contractors, and processing repair-related administrative tasks. The
advisor will also assist with out-of-hours queries, raise complaints, and ensure efficient
communication across multiple departments to maintain a high standard of service and tenant
satisfaction. The role may require the advisor to work independently as the sole point of contact
within the contact centre during certain periods.

Key Responsibilities:

1.  Inbound Call Management:

o  Answer inbound calls promptly, providing professional and friendly service.

o  Signpost callers to appropriate departments, ensuring queries are resolved

efficiently.

o  Provide clear and calm communication, especially when dealing with tenants

who may have disabilities or specific needs.

2.  Repair Diagnosis and Coordination:

o  Diagnose repair needs based on tenant queries, raise repair orders, and provide

timely updates.

o  Liaise with contractors for job updates, ensure repairs are completed on time,

and ensure tenants are updated accordingly.

o  Process completion reports/invoices for repairs, raising any follow-up work as

necessary.

3.  Administrative Support:

o  Handle email correspondence from tenants and other parties, addressing

enquiries and processing requests.

o  Maintain accurate records of repairs, complaints, and tenant communications

on the Pyramid CRM system.

o  Ensure accurate documentation of interactions, following up on tasks and

ensuring timely resolution.

o  Assisting with both inbound and outbound post where required

4.  Customer Service and Tenant Welfare:

o  Assist tenants with general housing queries, including rent, maintenance, and

other related concerns.

o  Respond to care and support enquiries, collaborating with internal teams to

ensure tenant welfare, particularly those with disabilities or additional support
needs.

o  Offer patient, empathetic assistance, adjusting communication to meet the

specific needs of tenants.

5.  Contractor and Service Management:

o  Manage contractors effectively by tracking repair progress and proactively

chasing updates for repairs out of target.

o

Inform tenants of any delays or changes in repair schedules, providing clear and
timely communication.

6.  Out of Hours Support:

o  Provide support with out-of-hours calls and administrative tasks to ensure a

24/7/365 service (within 9am-5pm shift pattern).

o  Assist with emergency repairs, following protocol and liaising with relevant

departments and contractors.

7.  Customer Satisfaction and Complaints Management:

o  Assist with customer satisfaction surveys, collecting feedback to improve

services.

o  Raise complaints when necessary, passing on details to the complaints team for

resolution, ensuring follow-up to maintain high service standards.

8.  Data Entry & Record Keeping:

o  Log all calls, repairs, and follow-up actions accurately in the Pyramid CRM

system to ensure a clear record of all interactions.

o  Utilize Excel for reporting purposes, tracking performance, and analysing data

trends related to repairs and customer service.

9.  Independent Work Management:

o  Work independently as the sole point of contact within the contact centre during

certain shifts or periods.

o  Prioritize and manage workload effectively, making decisions autonomously

while maintaining service standards.

Required Skills & Qualifications:

•  Customer Service Expertise: Excellent communication skills, both verbal and written,

with the ability to handle customer enquiries professionally and empathetically,
particularly when supporting tenants with varying levels of need.

•  Problem-Solving: Ability to assess situations and provide solutions efficiently,

particularly in relation to repairs and tenant issues, and when working independently.

•  Attention to Detail: Ability to manage multiple tasks and ensure accurate logging and

processing of information. Precision in managing repair logs, invoices, and complaints is
essential.

•  Time Management: Strong organizational skills with the ability to prioritize tasks in a
fast-paced environment. Ability to work independently while ensuring all tasks are
completed within deadlines.

•  Technical Knowledge: Basic knowledge of property maintenance and repair processes

is desirable, with a willingness to learn.

•  CRM Systems Proficiency: Experience with CRM systems (Pyramid or similar) for

managing records, logging calls, and updating job statuses. Strong knowledge of Excel
to generate reports and manage data effectively.

•  Teamwork & Independent Working: Ability to collaborate with colleagues across
different departments, and the capability to work independently when needed

•  Complaint Handling: Experience in dealing with complaints, escalating issues as

necessary, and providing timely resolutions while maintaining a professional and patient
demeanour.

•  Multitasking Ability: Capable of managing inbound calls, emails, and administrative

tasks simultaneously while maintaining high service standards.

•  Flexibility: Willingness to support out-of-hours services, ensuring continuous tenant

support, including during weekends or holiday periods if necessary.

•

IT Skills: Proficiency in using standard office software (Microsoft Office Suite, email
systems) and the ability to quickly learn new software tools. Advanced Excel skills for
managing data and generating reports.

•  Empathy & Tenant-Focused: A caring approach with the ability to support tenants and
provide a high level of service to meet their needs, especially for those with disabilities
or requiring additional support.

•  Patience and Understanding: Ability to demonstrate a patient and understanding

manner when communicating with tenants, especially those with varying disabilities
and needs.

Desirable Qualifications:

•  Experience working in a housing or property maintenance role.

•  Familiarity with housing policies, repairs, and property management systems.

•  Relevant certifications or training in customer service, repairs, or housing

management.

•  Experience with working in contact centres or similar fast-paced environments.

•  Training or certification in disability awareness or supporting vulnerable tenants.

JOB DESCRIPTION

Post:

Housing and Support Officer

Responsible to:

Housing Services Manager

Overall Role Objectives

To provide a highly visible, intensive housing management service for a patch of
circa 120 properties, with a customer base where a level of support need may be
present. The HSO’s primary responsibilities to include the delivery of Intensive
Housing Management support, the management of rent and service charge
accounts and recovery of arrears; voids and lettings; tenancy management
including nuisance and anti-social behaviour; and the completion of annual tenancy
audits and estate inspections.

Key tasks

Housing and tenancy management

•  To provide advice and information to residents and others on all tenancy

matters, welfare benefits and re-housing requests.

•  To assist residents with their support needs to sustain and benefit from their tenancy,
working closely with Care and Support staff (where present) and external agencies as
required.

•  To pro-actively monitor rent accounts, taking early and preventative action to
minimise rent and service charge arrears, in accordance with Ability policy
and procedures

•  To work with the Income Officer to take effective recovery action in high

arrears cases, assisting in the progression of formal court proceedings, as
appropriate

•  To assist in the achievement of efficient void turnaround and lettings

•  To assess the needs of applicants for housing with Ability and of current

residents for internal transfer, liaising with LA nominees and others, making
recommendations for action in accordance with Ability policy and procedures.

•  To ensure that each end of tenancy and new letting is completed in line with

administrative and legal requirements, including tenancy termination, tenancy
agreement and associated paperwork, HB / UC application, CORE forms etc

•  To ensure that residents understand their rights and responsibilities as set down

in tenancy / licence agreements

•  To investigate reports of nuisance, anti-social behaviour and other breaches of
tenancy, to ensure that the conditions of tenancy are met by residents, working
with Care and Support staff and external agencies to manage breaches and help
resolve disputes.

•  Where necessary to assist in taking legal action, including injunctions to

enforce the conditions of tenancy

•  To assist Ability in setting the service charges for all properties within the

designated area and where applicable to consult with residents about changes.

•  To  carry  out  Estate  Inspections,  monitoring  cleaning,  grounds  maintenance,
repairs  and  maintenance  and  other  estate  /  block  services,  liaising  with  Ability
colleagues  and  others  to  improve  the  quality  of  the  environment  and  ensure
tenancy conditions are met.

•  To assist in identifying, reporting and monitoring repairs and maintenance

within the designated patch of rented properties

•  To carry out Tenancy Audits, collecting and maintaining up to date information

about customers and any changing support needs in order to assist the
Association to deliver targeted services.

•  To complete and periodically review IHM support plans with residents, as

required

•  To actively promote resident engagement in service delivery using resident

feedback to help Ability deliver customer-focused services

•  To attend internal and external meetings as required. Time off in lieu is

available for attending meetings outside of normal office hours.

•  To deal effectively with complaints in line with the Association’s procedures.

General

•  To comply at all times with the Association’s legal, contractual and

regulatory responsibilities in relation to the above duties.

•  To be aware of and comply with all current policies, procedure and guidelines.

•  To contribute to the development of policy, procedures and best practice.

•  To ensure that record keeping, monitoring and administrative systems are

kept fully up to date and accurate in accordance with procedures.

•  Ability is committed to providing a healthy and safe working environment and

expects all employees to observe and promote H&S related policies in all areas
of their work, including attending training as appropriate.

•  To observe and promote the letter and spirit of Ability’s equality and diversity

policy in all contact with staff, clients and members of the public and to attend
training as appropriate.

•  To work effectively with other members of the Housing Services team to
meet team objectives and targets and to deputise for other Housing and
Support Officers as required.

•  To promote effective multi agency working by keeping up to date on other
relevant statutory and voluntary agencies, cultivating good local contacts,
attending regular network meetings and generally promoting the work of
Ability Housing with other agencies.

•  To attend internal and external meetings as required. Time off in lieu is

available for attending meetings outside of normal office hours.

•  To carry out other duties, reasonably requested, which may be appropriate to the role.

PERSON SPECIFICATION

•  Relevant experience in housing management, or a Professional qualification in

an appropriate housing management discipline.

•  Experience of supported housing would be useful but is not essential.

Experience of working in General Needs housing / tenancy management,
combined with a desire and aptitude for helping people to maintain
independence.

•  An understanding of some of the issues and barriers faced by tenants /

household members who have learning disabilities, mental health needs and / or
physical and sensory impairments.

•  Knowledge of the legal and regulatory framework of social housing and
property / tenancy management, together with experience of delivering
services that meet these requirements.

•  Excellent communication and inter-personal skills.
•  Experience of working with customers in 1-1 situations
•  Excellent time management: able to prioritise workloads and manage multiple tasks.
•  Good numeracy and literary skills appropriate to the requirements of the job role.
•  Flexible approach to work, able to work collaboratively as part of a team,

developing good working relationships with colleagues and external service
providers.

•  Able to use Microsoft Office applications and a Housing Management system.
•  Car driver – full clean driving licence and use of own car.
•  Able to carry out property and estate visits across the designated area.

Please note:

Hybrid-working is encouraged and supported by Ability. The HSO post will require frequent
travel to complete property visits, estate inspections and other housing tasks, in order to meet
agreed targets for the role and to successfully meet the needs of residents.

February 2024