The Homes & Communities team is changing. Our three-year Departmental Plan (published Summer 2018) sets out an ambitious vision for the service that uses our unique position in and around Islington Council’s c28,000 council-managed homes to enable our residents to thrive and live well. As part of this, the Tenancy Management, Antisocial Behaviour and Customer Services teams within Homes & Communities are being restructured, to deliver a new service model that is person-centred, targeted and focused on early intervention and prevention.
Our new structure has three ‘tiers’ providing tenancy services to residents with different levels of engagement and need. The Service Manager is responsible for leading the Universal Services Team, providing a wide range of transactional and housing-related front-line services, using ‘right first-time' principles to provide answers to a variety of enquiries, managing demand effectively and efficiently.
The Universal Services team will provide a borough-wide ‘front door’ for H&C residents and other service users, providing front line services to a wide audience including residents and leaseholders.
This will be achieved by ensuring the Universal Service teams ‘Make Every Contact Count’, undertaking initial assessments of resident needs, ensuring all opportunities for self-service are explored, and escalating cases to the appropriate level within the triage structure as appropriate.
This is a fantastic opportunity for an experienced Service Manager that thrives on the challenges that Change Management and Service Development bring.
As Service Manager, you will have a strong track record in leading and managing front line services within a housing service or similar environment. This includes: designing new processes, building relationships, coaching and managing staff through a programme of change and empowering staff to achieve more with limited resources.
Using your knowledge of Housing and other relevant policy and legislation, you will take the lead in developing the service and support organisational change.
You will be a great leader with an eye for detail. Developing and identifying systematic transactional processes will be crucial for this role, so the ability to understand end to end processes and recommend solutions to issues is essential. As well as managing a customer centred service, you will be responsible for producing coherent and comprehensive reports as well attending senior management meetings, so excellent communication skills are necessary.
It is an exciting time to join our vibrant borough. We look forward to hearing from you.
Closing Date: Wednesday 21st August 2019 at 23:59
Interview Dates: Thursday 5th September 2019
Please contact Helena Stephenson email@example.com to arrange an informal chat about the role.