Client Services Manager
3 weeks ago
Job Title: Service Manager
Contract Type: Permanent
Salary: £35, £36,358.34 is achieved after 18 months successful performance in the role)
Working Hours: 37.5 hours per week
Working Pattern: Monday - Friday
Location: Berkshire & Buckinghamshire Service, High Wycombe
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Service Manager
In this role, you will oversee one of our supported services, providing inspirational leadership to motivate and engage your team in delivering exceptional service that prioritizes customer satisfaction. You will be responsible for the effective operational management of care and support services.
About you
We are seeking a candidate who possesses:
Proven experience in managing a team within a supported housing context, particularly with vulnerable and diverse clientele. The ability to navigate challenging environments, with skills in planning, prioritizing, and organizing tasks to achieve desired outcomes. Strong communication skills, capable of listening, encouraging feedback, and fostering an environment of empowerment and motivation. Conflict resolution abilities, demonstrating confidence and consistency in decision-making. Experience in assessing, monitoring, and evaluating the effectiveness of support services. Proficiency in IT, including database management, report generation, and analyzing key performance data to drive service enhancements.Why Riverside?
Riverside is a unique housing association dedicated to enhancing the lives of our customers. For nearly a century, we have been revitalizing communities and providing essential housing solutions.
Our extensive portfolio includes over 75,000 affordable residential and retirement homes across the UK. Our services span from homelessness support to social care and employment assistance, and we are committed to recruiting the best talent to help us achieve our mission.
When you join us, you will benefit from:
Competitive salary and generous pension scheme. 28 days of annual leave plus bank holidays. Flexible working arrangements. Investment in your professional development and access to modern technology. A diverse range of employee benefits.Diversity and Inclusion at Riverside:
We embrace diversity in all its forms. At Riverside, we are committed to fostering an inclusive workplace where every individual is respected and valued. Our dedication to inclusivity is fundamental to our success and enhances the experiences of our customers and colleagues.
This position is part of our Ethnic Diversity guaranteed interview scheme. Ethnically diverse candidates who meet the minimum criteria will be guaranteed an interview.
Riverside is a Disability Confident Employer and offers a Guaranteed Interview Scheme for applicants who declare a disability, provided they meet the minimum requirements for the role.
Role Profile
Leading and engaging a team:
Manage a team while fostering a safe environment for open communication. Collaborate to establish expectations and performance goals. Conduct regular one-on-one sessions to reflect on achievements and support individual well-being. Perform biannual performance reviews to guide colleagues in reaching their potential. Facilitate team meetings to empower your team to share ideas and best practices. Encourage reflective practices for team learning. Recognize and celebrate team achievements. Build effective partnerships with colleagues across Riverside and engage in broader initiatives.Leading a service:
Manage service delivery in accordance with contractual obligations, reviewing performance annually to ensure excellent customer outcomes. Meet Riverside's performance benchmarks. Participate in budget management, monitoring expenditures and reporting variances. Plan and deliver effective staffing schedules. Recruit and onboard new team members, including relief or agency staff as needed. Develop comprehensive induction and ongoing training plans for all staff. Handle financial responsibilities, including cash management and invoice processing. Produce necessary reports and documentation to support service delivery. Ensure compliance with health and safety regulations and assess risks accordingly. Collaborate with customers and colleagues to fulfill Riverside's corporate objectives. Build positive relationships with stakeholders through active participation in forums and networking events.Housing and income management:
Oversee responsive repairs and coordinate with contractors. Ensure welfare checks are conducted for customer rooms. Work with asset and compliance teams to ensure property safety. Manage vacant properties and ensure they are prepared for new tenants. Lead on tenancy appeals and terminations per Riverside policies. Manage housing allocations and referral pathways to expedite customer access to services. Oversee rental income collection and manage arrears effectively. Provide tenancy sustainment and financial advice to customers.Supporting customers:
Guide your team in delivering a person-centered service aligned with our trauma-informed approach. Promote customer consultation and partnership in service delivery. Collaborate with your team to support customers in achieving their goals through tailored support planning. Develop relationships with stakeholders to facilitate positive transitions for customers. Engage customers in service design and delivery, including participation in audits. Identify and build connections with community resources to enhance service offerings. Ensure accurate and strengths-based documentation of customer information. Support customers in managing their medication through established procedures. Address complaints and reports of anti-social behavior transparently, maintaining customer communication.Other Information
Flexibility is required to meet customer and business needs, including potential out-of-hours work. Commitment to ongoing training and development is essential. Adhere to Riverside's policies and procedures to ensure customer safety. Uphold Riverside's values in all aspects of your role. Participate in team meetings and regular supervision sessions. Additional responsibilities may be assigned as needed.Person specification
Essential
Experience in supported housing with vulnerable populations. Proven ability to work in challenging environments with effective planning and organizational skills. Team-oriented with a supportive and resilient attitude. Strong communication skills with a focus on feedback and empowerment. Conflict resolution skills and confidence in decision-making. Experience in evaluating support service outcomes. Competent in IT, including data management and report analysis.Desirable
Experience in managing and developing small teams. Financial management experience or budgetary oversight. Previous contract management experience with a focus on compliance and KPIs. Relevant qualifications in care, support, or housing.-
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