Neighbourhoods Team Leader (Customer Relations)

Neighbourhoods Team Leader (Customer Relations)

Hertfordshire and surrounding areas (Hybrid Working)

Salary £41,725 Per Annum Plus Benefits

Permanent, Full Time

37 hours per week (Monday Friday)

Thrive Homes is looking for a Neighbourhoods Team Leader (Customer Relations) to manage a team of Neighbourhood Officers and ASB and Sustainment Officers to effectively deliver excellent services to our customers at a local level.

In this key role you will oversee the daily operations of your Neighbourhood and Anti-Social Behaviour and Sustainment teams, ensuring adequate resources are directed to priority tasks so that the team delivers an effective service throughout the tenancy life cycle. This includes, but is not limited to, anti-social behaviour, tenancy management, tenancy sustainment, and safeguarding.

Other Responsibilities:

Manage a team of Neighbourhood Officers and ASB and Sustainment Officers to deliver excellent service to our customers at a local level.

Oversee the daily operations of your Neighbourhood and Anti-Social Behaviour and Sustainment teams, ensuring adequate resources are directed to priority tasks to ensure the team deliver an effective service throughout the tenancy life cycle, this includes but is not limited to anti social behaviour, tenancy management, tenancy sustainment, safeguarding.

Monitor and report on key service performance indicators, contributing to the setting of KPI s for your team members.

As a key member of the Neighbourhood team, you will act as a one stop shop for enquiries, reviewing best practice, providing training to others in relation to ASB and Tenancy Management.

Conduct quality assurance checks to ensure policies and procedures are being adhered to, taking action to resolve if not.

Provide regular 121 s, team meetings and performance reviews.

Discuss any relevant training needs of the team with your line manager, support in local training delivery.

Support your team in managing neighbourhood contracts and service level agreements, building a rapport and escalating any issues should they arise.

Requirements:

Proven experience in tenancy management and anti-social behaviour casework

Demonstrated experience of working with partner agencies and/or contractors, ideally within a housing or community safety context

Experience of managing a team, including supervision, performance monitoring, and support

A CIH or Housing Management qualification registered by Ofqual is desirable.

Full Driving Licence and use of a vehicle

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.

Closing date: Friday 21st November 2025

Interviews: To be confirmed

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.