Senior Housing Support Manager - Rotorua at Kainga Ora - Homes and Communities, Bay of Plenty Bring your subject matter expertise in tenancy and managing complex casesPermanent opportunity based in Rotorua$95,227 per annum salary + Five weeks' annual leave + Other suite of benefitsAs Senior Housing Support Manager, you will work directly with a portfolio of our customers and their whanau with higher support requirements and more complex needs, building meaningful and lasting relationships to ensure customers' housing and wellbeing needs are being met, and continue to be met as they change over time.You will have prior experience working in a front-line customer support role, sound understanding of the Residential Tenancy Act, and be adept in holding conversations around rent arrears and debt recovery. You will have an in-depth and holistic understanding of working with customers with mental health and drug abuse. You will have a strong knowledge of support services available to ensure that our customers live with the greatest degree of independence possible.You will play a key role in coaching and mentoring our Housing Support Managers to develop team capability.You will be working with many of our Maori and Pasifika communities, so it is important that you are culturally aware and that your approach is aligned to our customers' aspirations and preferences.You'll be adept at de-escalating highly emotional situations and conversations, with the ability to problem solve and understand the reasons behind issues affecting our customers.You'll have a wealth of experience supporting customers with complex needs, with the ability to connect and build relationships with hard-to-engage customers.You'll be technically savvy to navigate our internal systems; Kotahi, Oracle IDP.You'll have a proven track record of meeting KPIs.You'll have the ability to thrive in a performance-driven environment.You'll be experienced at coaching and mentoring others to support their development and fulfill their potential.Your cultural awareness will align your approach to our customers' aspirations and preferences, particularly in working with Maori and Pasifika.As these roles require traveling around the local region, a current and full New Zealand driver's licence is required (pool car provided).As a Kainga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need. We want to ensure you are healthy and have work-life balance. We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments, and study opportunities.Our values were developed by us, for us. They unite us as an organisation and guide how we work every day.Applications close 5pm on Wednesday 11th December 2024.We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.