Patch Manager

his is an excellent opportunity for an experienced customer-focused professional to join a busy Housing team, providing an effective housing management service across a designated geographical area.

he successful candidate will be responsible for managing a housing patch, delivering a high-quality customer service while supporting tenants and working with internal and external partners.

You will provide support across a range of housing management duties, ensuring issues are handled efficiently, professionally, and in line with NIHE policies and procedures.

Key Responsibilities

• Managing a designated housing patch and providing a customer-focused housing management service.
• Supporting arrears recovery processes.
• Completing tenant sign-ups and tenancy terminations.
• Managing Anti-Social Behaviour (ASB) cases.
• Attending inter-agency meetings and developing effective working relationships with partners.
• Carrying out neighbourhood walkabouts.
• Responding to tenant queries, telephone calls, complaints, and correspondence.
• Taking ownership of customer issues and ensuring they are followed through to resolution.
• Providing support and cover within the wider Housing team.
• Maintaining accurate records and ensuring outcomes are proportionate, legal, auditable, and necessary.
• Drafting responses to letters and complaints.
• Working effectively as part of a busy team while managing competing priorities.

Essential Criteria

• Demonstrable equivalent professional development/experience with at least 3 years' relevant customer support experience.

Essential Skills & Experience

• Experience working in a customer-focused environment.
• Proven ability to deliver excellent customer service.
• Strong communication skills with the ability to deal with challenging situations.
• Ability to build effective working relationships with internal and external stakeholders.
• Excellent organisation skills with the ability to prioritise a busy workload.
• Strong problem-solving skills and the ability to make informed decisions.
• Ability to work independently and as part of a team.

Additional Requirements

• Current driving licence or access to suitable transport to meet the requirements of the role.
• Successful completion of a Basic Access NI Check