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Fire Safety Engagement Manager

col-narrow-left 

Job ID:

1723672

Location:

London 

Salary:

per annum
col-narrow-right 

Job Views:

2

Employment Type:

Full time

Posted:

12/10/2020

Closing Date:

09/11/2020
col-wide 

Job Description:

Fire Safety Engagement Manager - 53k + - West London **

Our Client is trying to make a purposeful difference, providing housing solutions and opportunities for those who can't afford a home without our help. They offer a wide range of homes, for rent, part ownership or purchase.

We have a wonderful opportunity to join Our Client's team as a Fire Safety Engagement Manager

Role Purpose: To lead on the customer engagement for all residents affected by fire safety issues in their blocks, ensuring an excellent customer experience. To develop and deliver the residents' offers where major work is needed, ensuring successful outcomes for customers.

In particular:
* Assessing customer impact and customer engagement requirements for fire safety works
* Plan and lead on customer communication and engagement for all fire safety work, working closely with the customer insight and engagement team
* Developing and deliver the residents' offer for customers affected by fire safety works, including developing new products with subject matter experts across as required, which will include leading on staircasing, sales, buy backs, goodwill payments, opportunity costs, fixed equity products and temporary re-housing for home owners
* Manage direct reports within the fire safety team for front facing customer engagement and buyback delivery
* Ensuring colleagues across the business are well briefed on the customer impact of our fire safety programme to enable an excellent customer service to be delivered at first point of contact
* Where Our Client is compelling homeowners to leave Our Client properties, manage the full process (rehousing/buyback/resale), residents engagement, financial transactions (including compensation, homeloss and stamp duty) the successful payment of stamp duty on new properties.
* Lead on all processes for eligible homeowners relating to the conversion to tenancies or licences
* Managing Homeowners porting leases to other Our Client properties within the project group
* Developing a fixed equity and other relevant products with Coporate finance colleagues which meets residents' needs and satisfies regulatory requirements
* Be the technical homeownership lead for the project ensuring compliance with leasehold legislation and supporting any FTTs, Court action, enforcement of leases including forcing access and defending litigation with legal service where necessary.
* Ensure blocks within the fire safety portfolio have excellent customer communication and engagement for such works
* Lead on stakeholder engagement where required with superior landlords, management companies local authorities and solicitors before any works on a fire safety block commences to allow seamless management of the pre major work process
* Be aware of FRA responsibility within the fire safety potfolio from a homeownership point of view and ensure compliance under the lease including any notices required under the lease covenants
* Exemplary case management of all customer contact to ensure effective record keeping, in line with GDPR requirements, governance and values for auditing purposes and as evidence for potential litigation
* Ensuring a visible presence at all of Our Client's blocks affected by fire safety works acting as the ambassador for all customers, providing a single point of contact for residents and being easy, reliable and empathetic to do business with as well as leading on resident meetings, outreach and individual home visits.
* Ensuring that all operational targets are met including delivery of all key commitments to residents, service standards, achieving rehousing programmes within the required timescales and adhering to financial targets/budgets by attaining all performance targets (KPIs)
* Working collaboratively with colleagues to ensure that a one team approach is adopted and a seamless service to customers throughout the fire safety works programme. This will include using customer feedback and insight to drive continuous improvements to service delivery
* Establishing positive relationships with key stakeholders including local authorities, politicians and ensuring that residents are engaged and can influence fire safety works programmes
* Collaborating with other managers across Our Client to ensure end to end customer processes work effortlessly, and build a culture of one team delivering to the customer experience service styles by exemplary communication flow.
* Be responsible for ensuring compliance to all legislation, regulation, governance and/or contractual obligations as well as horizon scanning for revisions and new legislation, regulations, caselaw, governance and best practice.
* Be the lead to devise appropriate interventions for each scheme that will focus on improving customer satisfaction and mitigating the impact of major/programmed works including assessing financial impact on residents and reserve funds
* Work closely with colleagues across the Directorate and joint working with other departmental Team Leaders to support the design and implementation of service improvements, ensuring a smooth
handover between customer contact centre and operational service delivery: a seamless response to customer enquiries
* Represent Our Client at relevant forums and contribute to the development of strong relationships that benefit the interest of Our Client and our customers
* Manage budgets and contracts within your area ensuring value for money and compliance in every area
* Present accurate and timely information, analysis and reporting relating to your service area
* Support the delivery of service and system improvements to enable customers to access services through digital/ on line platforms
Company Info
Confidential

Company Profile



Company Info


Confidential

Phone:
Web Site:

Fire Safety Engagement Manager

col-narrow-left 

Job ID:

1723672

Location:

London 

Salary:

per annum
col-narrow-right 

Job Views:

2

Employment Type:

Full time

Posted:

12/10/2020

Closing Date:

09/11/2020
col-wide 

Job Description:

Fire Safety Engagement Manager - 53k + - West London **

Our Client is trying to make a purposeful difference, providing housing solutions and opportunities for those who can't afford a home without our help. They offer a wide range of homes, for rent, part ownership or purchase.

We have a wonderful opportunity to join Our Client's team as a Fire Safety Engagement Manager

Role Purpose: To lead on the customer engagement for all residents affected by fire safety issues in their blocks, ensuring an excellent customer experience. To develop and deliver the residents' offers where major work is needed, ensuring successful outcomes for customers.

In particular:
* Assessing customer impact and customer engagement requirements for fire safety works
* Plan and lead on customer communication and engagement for all fire safety work, working closely with the customer insight and engagement team
* Developing and deliver the residents' offer for customers affected by fire safety works, including developing new products with subject matter experts across as required, which will include leading on staircasing, sales, buy backs, goodwill payments, opportunity costs, fixed equity products and temporary re-housing for home owners
* Manage direct reports within the fire safety team for front facing customer engagement and buyback delivery
* Ensuring colleagues across the business are well briefed on the customer impact of our fire safety programme to enable an excellent customer service to be delivered at first point of contact
* Where Our Client is compelling homeowners to leave Our Client properties, manage the full process (rehousing/buyback/resale), residents engagement, financial transactions (including compensation, homeloss and stamp duty) the successful payment of stamp duty on new properties.
* Lead on all processes for eligible homeowners relating to the conversion to tenancies or licences
* Managing Homeowners porting leases to other Our Client properties within the project group
* Developing a fixed equity and other relevant products with Coporate finance colleagues which meets residents' needs and satisfies regulatory requirements
* Be the technical homeownership lead for the project ensuring compliance with leasehold legislation and supporting any FTTs, Court action, enforcement of leases including forcing access and defending litigation with legal service where necessary.
* Ensure blocks within the fire safety portfolio have excellent customer communication and engagement for such works
* Lead on stakeholder engagement where required with superior landlords, management companies local authorities and solicitors before any works on a fire safety block commences to allow seamless management of the pre major work process
* Be aware of FRA responsibility within the fire safety potfolio from a homeownership point of view and ensure compliance under the lease including any notices required under the lease covenants
* Exemplary case management of all customer contact to ensure effective record keeping, in line with GDPR requirements, governance and values for auditing purposes and as evidence for potential litigation
* Ensuring a visible presence at all of Our Client's blocks affected by fire safety works acting as the ambassador for all customers, providing a single point of contact for residents and being easy, reliable and empathetic to do business with as well as leading on resident meetings, outreach and individual home visits.
* Ensuring that all operational targets are met including delivery of all key commitments to residents, service standards, achieving rehousing programmes within the required timescales and adhering to financial targets/budgets by attaining all performance targets (KPIs)
* Working collaboratively with colleagues to ensure that a one team approach is adopted and a seamless service to customers throughout the fire safety works programme. This will include using customer feedback and insight to drive continuous improvements to service delivery
* Establishing positive relationships with key stakeholders including local authorities, politicians and ensuring that residents are engaged and can influence fire safety works programmes
* Collaborating with other managers across Our Client to ensure end to end customer processes work effortlessly, and build a culture of one team delivering to the customer experience service styles by exemplary communication flow.
* Be responsible for ensuring compliance to all legislation, regulation, governance and/or contractual obligations as well as horizon scanning for revisions and new legislation, regulations, caselaw, governance and best practice.
* Be the lead to devise appropriate interventions for each scheme that will focus on improving customer satisfaction and mitigating the impact of major/programmed works including assessing financial impact on residents and reserve funds
* Work closely with colleagues across the Directorate and joint working with other departmental Team Leaders to support the design and implementation of service improvements, ensuring a smooth
handover between customer contact centre and operational service delivery: a seamless response to customer enquiries
* Represent Our Client at relevant forums and contribute to the development of strong relationships that benefit the interest of Our Client and our customers
* Manage budgets and contracts within your area ensuring value for money and compliance in every area
* Present accurate and timely information, analysis and reporting relating to your service area
* Support the delivery of service and system improvements to enable customers to access services through digital/ on line platforms