This role is with Shepherds Bush Housing Association who are now part of The Guinness Partnership. About Shepherds Bush Housing Group We're a forward-thinking housing group in the heart of west London. Since we started in 1968 our ethos has remained the same: to provide affordable homes and services that build communities. Here at Shepherds Bush Housing Group, we are passionate about what we do and apply our innovative outlook to find new ways to invest in people, communities and residents. We offer careers that are both exciting and rewarding. We're looking for people who bring a variety of different skills and experiences to help us continue to make a difference to the local communities we work within. This is a unique opportunity to work for an award winning organisation and genuinely contribute to the achievement of our corporate aims and objectives. Hybrid working available office location; Mulliner House, Flanders Road, Hounslow, London, W4 1NN. About the role Responsible for the management of a group of residents within our Affordable Housing Portfolio, the post holder will be the first point of escalation in the customer journey. The Housing manager is ultimately responsible for the successful completion of the customer journey and the achievement of 90% Customer Satisfaction. Working alongside our team of Customer Relationship Advisors, the Housing Services Manager will deliver services relating to the customer's journey from onboarding to the cessation of the tenancy. They will be expected to manage complex customer enquiries to successful completion, liaising with internal and external stakeholders on behalf of our customers to get the best outcome. Key Responsibilities -Responsible for the achievement of 90% customer satisfaction for their customers -Act as the main point of escalation for complex customer queries (Rents, ASB, Repairs and Lettings) -Liaise with internal and external stakeholders to deliver positive outcomes for your customers -Complete regular property visits to customers, identifying support needs and signposting to appropriate services to ensure tenancies are sustained -Responsible for inspection of estate, ensuring condition of properties meet SBHA compliance & quality standards -Responsible for Service Charge Management within Customer Base -Responsible for ensuring compliance across their portfolio of properties (gas safety, FRA actions) Please see the job description for a full breakdown of duties and requirements. About you You will have experience of the Social Housing Sector and delivery of Core Housing Services (including Repairs and Housing Management), as well as experience of working with vulnerable customers with additional support needs. You should have a comprehensive understanding of repairs management, including an understanding of health and safety, fire safety and other property standards legislation. What we can offer you Please follow the link to read more about our great benefits and what we can offer you: https://www.sbhg.co.uk/life-at-sbhg Equality, Diversity and Inclusion We commit to ensuring that equality and diversity are integrated at the core of our business and respond to the needs of our employees, workers, stakeholders and customers. To read more about our commitment, please visit the following link: https://www.sbhg.co.uk/equality-and-diversity We reserve the right to close this vacancy early if enough applications are received. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.