Service Manager
2 months ago
We are seeking an experienced Service Manager to join our team at Riverside, a leading housing association with a difference. As a Service Manager, you will be responsible for leading and managing a team of professionals to deliver exceptional service to our customers.
Key Responsibilities- Leading and Engaging a Team: Line manage a team and create a safe environment where colleagues can talk openly and honestly. Work together to set expectations and performance targets, hold regular 'one-to-one' sessions to reflect on achievements, performance and support individual personal wellbeing, undertake six monthly performance reviews to support and guide colleagues to fulfil their potential, facilitate regular team meetings to update and empower your team to share ideas and best practice, embrace reflective practice techniques so the team can learn from their experiences, recognising, praising and acknowledging achievements of colleagues and team, build effective partnerships with regional and other colleagues across Riverside, participating in wider initiatives.
- Leading a Service: Manage the service as per contractual requirements, reviewing contract performance annually, to deliver excellent outcomes for customers, meet Riverside performance targets, participate in the setting and management of service budgets, monitor spend by accessing the finance system and report budget variances to the budget holder, resource, plan and deliver a colleague rota that covers all shifts effectively, recruit great people for your team, sourcing and engaging relief or agency workers as and when required, devise, plan and deliver a comprehensive induction and continuous development plans for all colleagues, be responsible for cash handling, ordering goods, administration of monthly timesheets, raise and approve invoices through accurate record keeping, produce reports and other written documentation as required to support contract delivery, ensure compliance with Health and Safety legislation and other regulatory obligations, assessing risk, putting in control measures and reporting risks, work with customers and colleagues to deliver the objectives within Riverside's corporate plan, actively build positive relationships with all key stakeholders by attending forums, tasks groups and networking events to promote and position Riverside as the preferred provider in the area.
- Housing and Income Management: Manage and report responsive repairs and liaising with contractors, monitor that welfare checks of customers rooms are being carried out, working in partnership with asset and compliance colleagues to ensure our properties are safely managed, manage empty properties, ensuring that they are referred to asset colleagues for void work and follow void procedure to ensure rooms are ready to let, lead on hearing appeals, serving notice and ending of tenancies as per Riverside policy framework, manage an effective housing allocation and referral pathway into the service, ensuring customers are able to access the service as quickly as possible, manage the rental income for the service by ensuring the team collect rent payments from customers and manage any arrears to minimise any losses, deliver a tenancy sustainment and advice service to customers, by maximising their income, claiming correct benefits, ensuring that the team support customers to maintain their tenancy through effective budget management.
- Supporting Customers: Lead your team to provide a person centred, service for customers in line with our psychologically and trauma informed approach, promote the highest levels of customer consultation, communication and partnership working in all aspects of service delivery, work with your team to ensure customers are supported to achieve their ambitions and aspirations through creative support planning and a flexible approach, continuously develop relationships and networks with a range of stakeholders, including housing providers to identify pathways to plan and deliver positive move-ons, involve and engage customers in the design and delivery of all aspects of the service, including encouraging participation in internal audits, work with your team to continuously identify and build relationships with community resources and promote multi-disciplinary working to enhance the service for customers, guide your team to record customer information on Riverside and relevant local or external digital platforms, ensuring information is clear, accurate and strengths-based, enable customers to move towards self-management of their medication through adherence to medication management procedures, handle complaints and reports of anti-social behaviour transparently, ensuring customers are kept up-to-date with progress and a culture of continuous improvement is embedded.
- Experience of working within a supported housing environment with a vulnerable and diverse group of customers.
- Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results.
- Be a team player with a caring, empathic, supportive and flexible with a resilient can-do attitude.
- Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements.
- Have conflict resolution skills and be confident and consistent when making decisions.
- Experience of reviewing, monitoring and evaluating outcomes in the delivery of support services.
- Competent IT skills, including using databases, producing reports and other communications, and analysing key outcomes data to understand and drive service improvements.
- Competitive pay and generous pension.
- 28 days holidays plus bank holidays.
- Flexible working options available.
- Investment in your learning, personal development and technology.
- A wide range of benefits.
Riverside is a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
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