Stonewater are now seeking a Mentoring Manager - Rents & Service Charges to coach, mentor and manage our Rents and Service Charge Analysts and Officers to deliver high levels of performance and excellent customer service, ensuring we meet our customer promise.
Utilising strong experience of people management, you will ensure high levels of service are delivered by a large team, with involvement in complex case management, reconciliation and review, complaint resolution, and productivity, performance and capability management, ensuring Stonewater’s resources are optimised.
It will be your job to support the learning and development of colleagues in a way that promotes new skill development as well as building on expertise, allowing a flexible approach to specialisms. You will empower colleagues to ensure customer touch points add and maximise value to the customer experience and business efficiencies and be responsible for organisational sponsorship of colleagues and matching colleagues with opportunities where they can add value to our vision, with the confidence to think fluidly about structural arrangements.
The ideal candidate will:
* Be resilient, vibrant and share Stonewater’s values.
* Have strong people management experience, gained within a customer focused environment and working within a large team.
* Have experience in Rents & Service Charge setting and recovery.
* Have experience in mentoring and/or coaching.
* Have strong productivity and performance management skills, with experience in managing capability and performance concerns.
* Be able to demonstrate excellent commercial awareness.
* Be a skilled problem solver, with an ability to make decisions in varied and challenging situations.
* Be able to inspire, motivate and develop employees and teams, demonstrating support, cooperation and empowerment.
* Have experience of setting and communicating clear objectives to ensure team goals are achieved.
* Be a collaborator and problem solver, able to overcome the challenges of working in a large organization with competing priorities.
* Have experience in managing organisational change.
* Be experienced in defining and working to KPI’s and SLA’s.
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 39,000 homes, serving 82,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market.
We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.
Are you ready to #DiscoverStonewater?
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.