Senior Neighbourhood Officer
Resume:
Mark Pragg
Shrewsbury
Telephone: 017**-****** - 078********
Date of Birth: 30th May 1972
Email: acxe5d@r.postjobfree.com
PERSONAL STATEMENT
I manage a team covering a wide range of housing management issues including anti-social
behavior, income, estate management and tenancy management and I ensure this is done in a
customer focused effective and efficient manner. I manage Officers responsible for a variety of
skills, motivating the team ensuring all actions follow best practice and are in line with policy
and procedure. Prior to this I developed a specialist anti-social behavior team to tackle serious
cases and complete court preparation, paperwork and attend at court hearings. I have brought
innovative ideas forward to reduce levels of rent arrears in the organization such as arrears
drives. I have also helped formulate strategies to combat the Welfare Reforms and Universal
Credit.
KEY SKILLS
Technical Skills
Strong IT skills including word, excel and PowerPoint
CIH Level 3
ILM (Institute in Leadership and Management) Level 3
Internal Quality Auditing, an IRCA Certified Training Course
Risk Assessment Training
Managing Safely, approved by the Institution of Occupational Safety and Health
Over 5 years supervisory experience managing an anti-social behaviour specialist team
dealing with contentious issues, compiling court paperwork and attending court
Effective case file management skills
Personal Skills
Developing and coaching team members through one to ones, team meetings and yearly
appraisals
Responsibility for achieving and maintaining superior performance in terms of income
collection, proactively reviewing existing practice and developing innovative procedures to
manage and maximise income.
Building and maintaining constructive relationships and networks in relation to income
management, the reduction and control of rent arrears and the maximisation of income.
I deal with recruitment, disciplinary matters and other staff related personnel matters
Strong communication skills and experience of motivating a team in a challenging
environment
Delivery of excellent services in anti-social behaviour with much of work being recognised
as an exemplar of best practice amongst partners
Effective project management and implementation of new initiatives
Experience of presenting to stakeholders such as board member, resident groups and partners
Target setting and benchmarking with other organisations
Produce and present reports to the Executive Team as and when required
Developed a new team now competent in compiling legal paperwork and representing the
organisation in court hearings.
Representing the organisation at many partnership meetings such as the CDRP, MARAC,
Shropshire Anti-Social Behaviour Group.
Responsibility for staff management, recruitment, disciplinary matters and other staff related
issues.
Ensure staff are employed in a safe environment through safe systems of work and
understanding and compiling health and safety risk assessments
I have been involved with a number of initiatives promoting community spirit and addressed
areas whereby environmental improvements can be effective in designing out crime and
making the local community an all round nicer place to reside.
CERTIFICATE AND MEMBERSHIP
BA (Hons) Degree in Business Administration
Level 3 Award and Certificate in First Line Management from the Institute of Leadership and
Management, through the Shropshire Chamber of Commerce
CIH Level 3
Managing Safely, a course approved and validated by the Institution of Occupational Safety
and Health
EDUCATION
De Montfort University, Leicester - BA (Hons) Business Administration, IIii
Shrewsbury College of Arts & Technology - BTEC National Diploma in Business & Finance -
Merit
The Belvedere School, Shrewsbury - 9 GCSEs including English Language A grade &
Mathematics B grade
EMPLOYMENT
Senior Neighbourhood Officer
Severnside Housing
From October 2011 to date
Role:
To advise on a wide range of housing issues and assist the Neighbourhood Manager in the
provision of customer focused effective and efficient customer services.
To be responsible for the general housing management of designated properties including
any leasehold properties, shops, garages and in accordance with the Association policies
and procedures.
To initiate, review and develop appropriate procedures to pro-actively manage rental
income sources and related arrears and serious rent arrears to minimize income loss and
prevent homelessness. Ensure provision of money advice to tenants with rent arrears and
multiple debt problems working with colleagues and other agencies to maximize income
payments and prevent and reduce arrears.
To support the Neighbourhood Manager in the collection of income and the recovery of
current and former tenant arrears, leasehold and other service charges, chargeable repairs,
shop and garage income and arrears in relation to the Companys housing stock.
To work within the Companys Equality & Diversity Policy, Health and Safety Policy,
Customer Service Standards and Performance Management Framework ensuring that
these are complied with throughout all Tenant Services within the scope of this role; to
ensure the highest standards of customer care in all aspect of the housing management
service.
Ensure that all activities undertaken are carried out to the highest standards of integrity
and professionalism in accordance with the Companys policies and procedures.
Senior Tenancy Services Officer
Severnside Housing
From August 2007 October 2011
Role:
To actively support and provide cover for the Tenancy Services Manager on a wide range of
anti-social behaviour issues and assist the Tenancy Services Manager in the provision of
customer focused effective and efficient tenants services. Managing Tenancy Services
Officers advising on actions to be taken to tackle high level anti-social behaviour cases
ensuring all paperwork is correctly correlated and updated. I also ensure all court paperwork
is correctly compiled. I also support the Tenancy Services Manager in managing the Income
Team as and when required.
I effectively seek and promote links with partner agencies.
I promote the organizations services and ensure staff are kept up to date with changes in
housing legislation, best practice, policies and procedures and to ensure any changes are
smoothly implemented.
Area Housing Officer
Severnside Housing
From May 2004 to August 2007
Role:
To manage estates ensuring a wide range of housing issues were effectively dealt with using
a customer focused approach.
Rents Officer
Severnside Housing
November 2003 to May 2004
Role:
To manage, control and monitor rent accounts for over 1500 properties.
Credit Control Advisor
Severn Trent Water
August 1994 to November 2003
Role:
To liaise with domestic and commercial customers regarding outstanding arrears on their
accounts.
To represent the organisation at county court for various debt hearings.
Responding to written and verbal communications from domestic and commercial customers.
Preparing paperwork for the attendance of court hearings.
PERSONAL INTERESTS
I enjoy spending my time with my young family and having two boys aged nine and six certainly
keeps me on my toes. I also enjoy reading and keeping fit by playing football, swimming, going
to the gym and competing in mini-triathlons. I enjoy working on the home but, most of all,
putting my feet up when I get five minutes peace and quiet a rare treat!
REFERENCES
Mr Paul Forsythe Mr Guy Williams
Head of Housing District Support Officer
Severnside Housing Shrewsbury Fire and Rescue Service
Brassey Road St Michaels Street
Shrewsbury Shrewsbury
SY3 7FA SY1 2HJ
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