Service Lead
5 months ago
Join us in a leadership role as a **Service Lead** at Torus Group. In this position, you'll oversee two critical areas: Tenant involvement and Complaints and Service Improvement functions. Torus Group boasts a vast portfolio of 40,000 properties, generating a turnover exceeding £220 million, and an impressive asset base exceeding £1.1 billion.
Collaborating closely with Service Delivery Leads and operational teams, you'll play a central role in managing Housing Ombudsman Investigations and enquiries. As the Service Lead, you'll spearhead our centralised Complaints Team, ensuring the thorough investigation and resolution of complaints. Your expertise in complaint handling will be paramount as you drive high-quality processes aligned with industry standards.
Your responsibilities will extend to delivering exceptional customer service through complaint resolution, guided by our core principles. Moreover, you'll leverage service experience to develop robust service improvement plans, mitigating corporate risks and ensuring operational excellence.
As a champion for tenant voice, you'll lead efforts to amplify customer feedback across the Torus Group. Your role will be pivotal in shaping service enhancements based on customer insights, fostering a culture where customer satisfaction drives tenant engagement initiatives, delivering value for both our business and our customers.
**Responsibilities**:
- Lead, manage, and inspire team members to deliver high-quality services
- Drive effective engagement and complaint handling, including managing enquiries from MPs and councillors
- Ensure continuous improvement aligned with regulatory standards and organisational strategies
- Champion tenant voice, fostering respectful engagement and empowerment
- Collaborate with stakeholders to enhance digital engagement and innovate service delivery.
- Maintain awareness of industry developments and best practices
- Oversee complaints service, ensuring timely and quality responses
- Implement learning from complaints and facilitate regular learning circles
- Prepare reports for various stakeholders, analyse complaint trends, and mitigate associated risks
- Foster a culture of continuous improvement and compliance
- Facilitate effective communication internally and externally.
- Collaborate with performance and risk management teams to enhance service quality and value for money
- Foster a cohesive team culture, monitor customer satisfaction, and oversee budget management
- Deliver projects and programs within the service area.
**Skills & Experience**:
- Degree level education, or equivalent, or demonstrable experience
- Membership of CIH Level 4 or willingness to work towards within 12 months
- Excellent knowledge and understanding of relevant legislation, Housing Ombudsman determinations and best practice with the ability to translate into policy, procedure and process
- Up to date knowledge of national agenda and current policy issues in the housing sector in the field and Knowledge of the Regulatory Code in relation to the Consumer Standards.
- Evidence of implementing strategies, policies, operational plans and managing risk
- Excellent knowledge of IT systems including Microsoft Office and other housing software
- Experience of tenant and resident consultation and engagement initiatives
- Experience of managing change through combining excellent project management skills with an inclusive style to deliver intelligence led improvements.
- Demonstrable governance and financial compliance management experience to ensure robust and compliant operations.
**What we offer**:
Join our team and enjoy a wealth of benefits designed to enhance your work-life balance and well-being.
- Generous Annual Leave: Start with 25 days plus bank holidays, increasing to 30 days after five years of dedicated service.
- Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
- Financial Flexibility: Take advantage of our holiday purchase scheme, Aviva pension plan, and Salary Finance for affordable loans. With Wagestream, access a portion of your pay instantly.
- Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
- Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
- Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
- Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
- Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
- Health and Wellness: For eligible employees, we offer BUPA health expenses
-
Safer Estates Service Lead
6 months ago
St Helens, United Kingdom Torus Group Full timeJoin us in a leadership role as a Service Lead at Torus Group. In this position, you will be overseeing the Safer Estates Team Leaders and managing the Safer Estates Team as a whole. Your responsibilities will include guaranteeing the delivery of high-quality services in the realm of Safer Estates Management, covering areas such as Anti-Social Behaviour,...
-
Lead Motor Vehicle Service Technician
2 weeks ago
St Helens, St. Helens, United Kingdom Rubber Duck Cars Full timeJob Title: Lead Motor Vehicle Service TechnicianLocation: St Helens Salary Information:We offer a highly competitive salary, up to £33,000 dependent on experience, plus bonus opportunities that can take the total earnings package to an OTE of £40,000. About This Role:At Rubber Duck Cars, we are seeking a skilled and experienced Motor Vehicle Service...
-
Senior Social Worker
4 weeks ago
St Helens, United Kingdom Service Care Solutions Full timeSt. Helens Council are seeking an experienced and passionate Senior Social Worker to join their specialist Complex Safeguarding Team. This small, dedicated team focuses on supporting children and young people at risk of child exploitation. As a Senior Social Worker, you will work closely with the police and other professionals to reduce risks, manage...
-
Lead Dentist
1 week ago
St Helens, St. Helens, United Kingdom Rodericks Dental Full timeAbout UsRodericks Dental Partners is a leading dental group with a strong reputation for delivering high-quality care to our patients. Our team of experienced professionals is dedicated to providing excellent service and ensuring that our patients receive the best possible treatment.Job DescriptionWe are currently seeking an exceptional Lead Dentist to join...
-
Clinical Lead
6 months ago
St Helens, United Kingdom HC-One - Broadoak Manor (St Helens) Full time**About The Role**: What was it that made you decide to become a nurse? - Did you want to provide Kind Care and make a difference to people in need? - Was it your love of learning, and the opportunity to work closely with multi-professional teams in a field that is constantly evolving? Whatever your reason, at HC One, the Kind Care Company, we can offer you...
-
Management Team Lead
23 hours ago
St Helens, St. Helens, United Kingdom Greene King Full time**About the Role**We're looking for a skilled Assistant Manager to join our team at Flaming Grill. As an Assistant Manager, you'll play a key role in ensuring the smooth operation of our pub, leading by example and providing excellent customer service.The ideal candidate will be passionate about delivering exceptional experiences for customers, have great...
-
Senior Service
6 months ago
St Helens, United Kingdom Velatia Careers Full time**About Us** We encourage the development of the electrical sector towards the challenges of future energy needs. In cooperation with the world’s leading local, regional, and global companies in the electrical sector, we are committed to providing personal safety, network reliability, energy efficiency, and sustainability by designing and manufacturing...
-
Lift Service Engineer
3 weeks ago
St Helens, United Kingdom Bennett and Game Recruitment LTD Full timeOur client is a leading provider of services to the lift industry is looking to expand their evergrowing team due to growth, they require a lift engineer to carry out services and repairs in the North West region area. The candidate must have past experience of carrying out service and repairs holding NVQ level 3 in lift engineering also. This role comes...
-
Lift Service Engineer
3 weeks ago
St Helens, United Kingdom Bennett and Game Recruitment LTD Full timeOur client is a leading provider of services to the lift industry is looking to expand their evergrowing team due to growth, they require a lift engineer to carry out services and repairs in the North West region area. The candidate must have past experience of carrying out service and repairs holding NVQ level 3 in lift engineering also. This role comes...
-
Service Advisor
6 months ago
St Helens, United Kingdom Lookers Plc Full timeOverview: **Vauxhall St Helen's** **42 hours per week between Monday - Friday 08:00 & 18:00 and Saturday on rota 08:00 & 12:00** **Salary: up to £32,800 OTE (basic £26,000 to £28,000 plus bonus)** Are you an experienced Service Advisor looking to accelerate your career? Are you ready to increase your level of responsibility within the Service...
-
Pharmacy Procurement Lead
5 months ago
St Helens, United Kingdom Allied Pharmacies Full timeAllied Pharmacies is a chain of pharmacies based on partnerships with local pharmacists. Utilizing over 50 years of combined experience within this sector we now boast a portfolio of over 170 pharmacies across the UK. We are looking for dynamic hardworking and driven Pharmacy professionals who can lead and deliver the highest quality healthcare service to...
-
Youth Services Manager
2 days ago
St Helens, St. Helens, United Kingdom Brook Street Social Care Full timeJob Title: Youth Services ManagerSalary: £50,596About the Job:We are seeking an experienced Youth Services Manager to lead our team of qualified staff in providing high-quality care and support to young people.Responsibilities:Develop and implement strategies to empower young people to reach their full potential.Maintain a safe and supportive living...
-
Retail Lead
6 months ago
St Helens, United Kingdom Nike Full timeBecome a Part of the NIKE, Inc. Team NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks...
-
Service and Repair Technician
6 days ago
St Helens, St. Helens, United Kingdom Medstrom Full timeAbout Our TeamWe are a leading provider of vehicle maintenance services, committed to delivering exceptional results and exceeding our customers' expectations. Our team is made up of experienced professionals who are passionate about providing outstanding service and support. As a Service and Repair Technician, you will be an integral part of our team,...
-
Service Driver
6 months ago
St Helens, United Kingdom Pentagon Motor Group Full timeJob Introduction Pentagon Motor Group are currently on the look out for a Service Driver to join their amazing and friendly St Helens Ford team! Do you have: - A desire to deliver an excellent level of Customer Service? - A full valid UK driving licence which enables you to drive up to 4.5tonne vehicles? - Excellent communication skills? If your answers...
-
Field Service Technician
2 months ago
St Helens, St. Helens, United Kingdom beBee Professionals Full time £30,000 - £45,000Job Title: Field Service EngineerBeBee Professionals, a leading provider of technical services, is seeking a skilled Field Service Engineer to join our team in St Helens. As a key member of our team, you will be responsible for providing on-site installation, maintenance, and repair services to our clients.Key Responsibilities:Install and maintain technical...
-
Field Service Technician
3 weeks ago
St Helens, St. Helens, United Kingdom Recruit4staff Full timeRecruit4staff is proud to present an exciting opportunity for a Field Service Technician to join a leading Engineering company in the Haydock area.The successful candidate will have the following benefits:Up to £17 per hour (DOE)Up to £35,360 basic salary (DOE)Permanent RoleWorking hours: 8am-5:30pm, Monday to FridayOvertime available when trained through...
-
Service Advisor Trainee
4 weeks ago
St Helens, St. Helens, United Kingdom NHS Full timeJob Summary:We are seeking a highly skilled and experienced Service Advisor Trainee to join our team at Mersey and West Lancashire Teaching Hospitals NHS Trust. As a key member of our On-Boarding Team, you will play a vital role in ensuring the efficient, professional, and integrated employment services for Doctors and Dentists in Training.Main...
-
Lift Services Technician
6 days ago
St Helens, St. Helens, United Kingdom Bennett and Game Recruitment LTD Full timeOur company is a renowned provider of lift services, seeking to expand our team in the North West region. As a Lift Services Technician, you will be responsible for carrying out routine maintenance and repairs on lifts across the area.We are looking for an experienced professional with a proven track record of maintaining and repairing lifts. A Level 3 NVQ...
-
Retail Merchandising Team Lead
2 weeks ago
St Helens, St. Helens, United Kingdom Uniting People Full timeWe are Uniting People, a leading Vending company with established relationships with prominent establishments. We seek a skilled Retail Merchandising Team Lead to oversee our merchandising team and foster strong relationships with clients.RoleManage a team of 22 personnel, comprising 2 Managers and 20 field merchandisers.Liaise with clients through phone...