Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
Generic

Emma Sheer

Hitchin,Hertfordshire

Summary

Experienced Head of Service with over 20 years of dedicated and dependable support to local authority, charity and private sector housing organisations. Highly motivated and capable of working in a senior managerial, individual or team-based role. Customer focused and diverse approach when dealing with business related challenges. Flexibility to balance competing priorities and workloads .

Overview

23
23
years of professional experience

Work history

Head of Empty Homes

GRAND UNION HOUSING GROUP
11.2022 - Current
  • Management of 3 strategic departments - voids, lettings and customer relocations
  • Clear focus on financials, budget control and asset management
  • Leading on voids and lettings strategy and KPI setting
  • Managing a large estate of properties, minimising rental loss
  • Effective relationships with third-party vendors and stakeholders

Customer Onboarding & Relocations Manager

GRAND UNION HOUSING GROUP
03.2020 - 11.2022
  • Management and progress monitoring of all lettings
  • Clear understanding of housing legislation, housing demand and priorities
  • Redesign and input into organisational and team restructure
  • Implementing change and digitalisation
  • Management of budgets and resources.

Housing Management Team Leader

GRAND UNION HOUSING GROUP
03.2018 - 03.2020
  • Management and progress monitoring of housing officers
  • Team planning, policy, procedure design and implementation
  • Promotion of wider company objectives and delivering business critical objectives
  • Organisation of staff resources
  • Responsibilities around finance.

Housing Officer

ARAGON HOUSING ASSOCIATION
02.2016 - 03.2018
  • Managing tenancies and estates, ensuring sustainment and community involvement
  • Managing arrears and rent accounts, maximising income and adhering to policy and procedure
  • Resolving ASB by multi-agency collaboration with the Police, Local Authority and wider support groups
  • Building positive relationships with those affected by ASB to promote a constructive outcome
  • Applying for and implementing legal tools where ASB cannot be dealt with at a low level
  • Excellent customer service skills, open communication and clear expectations.

Allocations Officer

ARAGON HOUSING ASSOCIATION
05.2015 - 02.2016
  • Methodical implementation of the allocations policy and aptitude to assess suitability criteria
  • Ability to meet deadlines and work within organisational timelines
  • Supportive and customer focused service delivery
  • Practical joint working to ensure short void periods and good re-letting is achieved
  • Target driven, strong work ethos and promoting organisational values.

Housing Options Officer

BEDFORD BOROUGH COUNCIL
01.2015 - 04.2015
  • Prevention of homelessness, providing information and advice to customers
  • Understanding of a Local Authorities duty to house under legislations and the Homelessness Act 1996
  • Ability to accurately collate information, effectively communicate and prioritise in terms of risk
  • Effective use of IT systems and ability to maintain clear, concise records and documents.

Freelance Therapist

04.2010 - 11.2014
  • Successful business owner
  • Budgets, accounting and stock control
  • Time management and scheduling of consultations
  • Strategic enterprise growth
  • Business development, marketing and promotion.

Development Manager

COLEBROOK HOUSING SOCIETY
09.2000 - 03.2010
  • Managing a team of experienced support workers
  • Supervision, administration and personal development
  • Detailed report writing, appraisals and presentation delivery
  • Critical support to customers with mental health and learning difficulties
  • New service development and introduction of alternative assistance measures
  • Implementation of company policy and procedure.

Education

Operations Leader Programme (Floor 3) - Leadership

The Institute of Learning & Management
06.2022 -

CIH Level 3 certificate in Housing Practice -

Chartered Institute of Housing
11.2016 -

Advanced Award in Community Safety, Crime - Community Safety

Business and Technology Education Council
London
01.2019 -

Level 3 Professional Award in Community Safety -

Business and Technology Education Council
London
10.2017 -

Skills

  • Effective leadership style, creating high performing teams by performance monitoring and driving KPI's
  • Excellent ability to be creative, forward thinking and drive innovation
  • Operationally & strategically astute, good business acumen and able to deliver on objectives
  • Budget and financial management, forecasting, reporting and accountability
  • Excellent written, verbal communication and decision-making skills
  • Effective motivational and negotiation skills, supported by performance monitoring
  • Contract management and strong stakeholder relationships
  • Resource planning and allocation

Accomplishments

  • Behavioural insights
  • Possession proceedings in the county court
  • Coaching and mentoring programme - Active Mentor across the business
  • Safeguarding
  • Data protection act and GDPR
  • Leadership in housing
  • Conflict management
  • Anti-money laundering
  • Continuous professional development

Timeline

Head of Empty Homes

GRAND UNION HOUSING GROUP
11.2022 - Current

Operations Leader Programme (Floor 3) - Leadership

The Institute of Learning & Management
06.2022 -

Customer Onboarding & Relocations Manager

GRAND UNION HOUSING GROUP
03.2020 - 11.2022

Advanced Award in Community Safety, Crime - Community Safety

Business and Technology Education Council
01.2019 -

Housing Management Team Leader

GRAND UNION HOUSING GROUP
03.2018 - 03.2020

Level 3 Professional Award in Community Safety -

Business and Technology Education Council
10.2017 -

CIH Level 3 certificate in Housing Practice -

Chartered Institute of Housing
11.2016 -

Housing Officer

ARAGON HOUSING ASSOCIATION
02.2016 - 03.2018

Allocations Officer

ARAGON HOUSING ASSOCIATION
05.2015 - 02.2016

Housing Options Officer

BEDFORD BOROUGH COUNCIL
01.2015 - 04.2015

Freelance Therapist

04.2010 - 11.2014

Development Manager

COLEBROOK HOUSING SOCIETY
09.2000 - 03.2010

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Emma Sheer