First Response Manager

We are recruiting! During 2020 we redesigned our services and teams to ensure that we deliver on our promise to create a resident centric culture with a renewed focus on supporting independence and enhancing life chances whilst continuing to deliver, safe, sustainable and quality homes for the future.

The London Borough of Enfield is recruiting a First Response Manager, to deliver excellent front-line housing management services to the residents of the borough.

Our First Response Team will be central to the success of our new Housing Management Service, as the highly visible first point of contact for our residents around the borough, our First Response Team play a crucial role in the delivery of our services.

In this new and exciting role, you will be managing a team of First Response Officers delivering the Council’s tenancy and property management service to over 15,000 council properties. You will fully support your team to resolve low level casework at first point of contact, which will include low level anti-social behaviour. The role will also involve triaging higher risk cases and where required referring on to the Resident Relationship Team for more complex cases.

Your team will conduct estate and block inspections, raise communal repairs, and play an essential role in ensuring the council meet our statutory obligations in keeping our residents safe and our properties in good condition.

You will create and maintain a high-performance culture, ensuring that your staff are highly responsive, customer focused and motivated to meet and exceed the targets for the service.

As the successful candidate, you will ensure high quality monthly 121's and appraisals are carried out, setting clear objectives and targets. You will also ensure a comprehensive, multi-agency approach is taken to casework. You will produce reports for a variety of different audiences, build and maintain effective relationships across the organisation and external partners to deliver excellent customer care and solve problems.

We are looking for a dynamic, proactive and innovative person to lead this team and ensure fantastic outcomes for our residents. You will need to have exceptional organisational skills and be able to lead a new team to deliver a comprehensive first response service that lives up to the expectations of our residents and stakeholders across the borough.

You will of course, need to have fantastic customer service skills, and be able to drive up customer satisfaction, making the best use of your resources and your team.

You will be a positive, motivational and inspirational leader, as well as a great team player who will work in partnership with managers across Council Housing to ensure seamless service delivery.

Permanent contract

Full Time - 36 hrs per week

Monday - Friday, 9am - 5pm

For this role you will be required to travel between locations and must be prepared to work evenings and weekends, as and where the service demands. You will also be required to cover an Out of hours rota 3 times a month.

PO2 - £38,883 - £41,850 pa

It is essential you hold a valid driving licence for this role.

Why it's great to work for Enfield Council

• An excellent pension through the Local Government Pension Scheme (LGPS).
• Up to 31 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
• A blend of remote and office based working for most roles.
• Interest free season ticket loan repayable over three or ten months.
• Career development and learning experiences from a range of training courses and learning methods.
• Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
• Health and leisure discounts and tax-free bikes for work.

We are passionate about our people and how we deliver services to our community in Enfield. That’s why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we’d love to hear from you - and of course we are always happy to talk flexible working.

Closing Date - 23:59 on Sunday 1st August 2021

This role requires that you upload 2 documents - in the "Document upload" section of the online application form.

1. A supporting statement addressing how you meet the requirements of the job description and person specification. Your supporting statement should be around 2 pages in A4 format.

2. Your CV

Please note if your supporting statement is longer than 2 pages your application may not be considered or reviewed

We reserve the right to close vacancies before the specified closing date, should a large number of applications be received. Please apply early to avoid disappointment.

If you have any difficulties accessing this information, please contact Claire Turner, Senior Recruitment Consultant on 0208 132 1024 or claire.turner@enfield.gov.uk

If you would like to know more about the role, please contact Olubukola Adeleye, Head of Place Operations on Olubukola.Adeleye@enfield.gov.uk for an informal discussion.