Strategic Lead

2 weeks ago

Manchester, United Kingdom Manchester City Council Full time

**About The Role**:
The Strategic Lead (Resident Experience) will be responsible for leading and transforming services that are central to the customer experience of our residents. Responsible for the contact centre, online enquiries and face-to-face customer experience, you will ensure our services are genuinely resident led and right-first-time. Utilising data and digital technology will be key, shaping how we engage with people and transforming the wider work of the housing team to place residents at the heart of all that we do.

Our new housing strategy, ‘A Place Called Home’, is a vision for social housing in Manchester that will establish and deliver resident-led housing services that are high quality and offer value for Council tenants. To develop this strategy, we worked with local residents, elected Members, partners and our colleagues, embracing the ‘Our Manchester’ approach of ensuring that people are at the centre of everything we do.

The Council's housing service manages over 12,500 City Council homes across north Manchester. This is a newly formed housing services team that will deliver our vision for housing in the city, and we are recruiting to four critical roles that will shape how we work in the future. These are career defining opportunities where you will have the opportunity to drive positive change and transformation.

We are looking for someone who is ‘customer first’ in their approach, who can recognise opportunities for change and implement service improvement initiatives. We aspire to be a forward looking, modern housing service that promotes tenant wellbeing, therefore excellent partnership working skills are essential.

**About Us**:
We’re the local government authority for Manchester, and have teams across the city helping to make this a great place to live for everyone. We’re proud to do local government differently, in a city with an international reputation for diversity, creativity, culture and passion.

When you join us, you’re joining a team of over 7,000 council staff helping to make our ambition for Manchester a reality. Whatever your role, you’ll be supporting our residents and communities to be the best they can be, and helping to build a Manchester that's fairer for everyone who lives, works, volunteers, studies or plays here.

To make our ambition a reality, every person we recruit needs to play their its part. It takes a certain type of behaviour, attitude and way of working to get Manchester where it wants to be. Our people and partners have agreed five ‘behaviours’ - the grounding for how we must work together and treat one another:

- We take time to listen and understand
- We work together and trust each other
- We show that we value our differences and treat each other fairly
- We ‘own it’ and we’re not afraid to try new things
- We’re proud and passionate about Manchester

A career with us means you can be yourself, thrive, and build the career your talent and ambition deserve.

**Creating an inclusive team at Manchester City Council**

**Guaranteed Interview Scheme**

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:

- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition

**Accessibility**

As a Disability Confident Employer, we provide support for employees with physical or mental-health conditions, a disability or neurodiversity. Our workplaces are accessible by design, and we make workplace adjustments including providing aids, adaptations and equipment. These, combined with our flexible working policies such as disability-related leave, enable our employees to perform their role, thrive and be their authentic selves in work.

**When you join us**

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

**Other relevant information**

Greater Manchester Continuous Service Commitment
Our Manchester Strategy/Behaviours.pdf
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