Service Manager

Reference
2653
Location
Swindon
Salary / Benefits
£35,137.71 (£36,358.34 is achieved after 18 months successful performance in the role)
Contract Type
Expiry Date
06/06/2024
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The difference you will make as a Service Manager

This role is based in a supported housing environment with a vulnerable and diverse group of customers. 

You will manage a team of support staff working Monday-Friday 9-5 across three schemes in Swindon. 

All three schemes are commissioned to provide low-medium housing-related support. Two schemes provide services for young parents aged 16-25 and the third service provides services for customers aged 18+ with learning disabilities.

As Service Manager, it would be your job to provide motivational leadership to empower and engage your team to deliver an outstanding service that puts customers first with responsibility for the safe operational management of care and support services.

 

About you

We are looking for someone with:

Experience of managing a team 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
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

 

Why Riverside?

At Riverside, we’re 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.

Working with us, you’ll enjoy:

Competitive pay & 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

 

Diversity and Inclusion at Riverside: 

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.

Applications may close before the deadline, so please apply early to avoid disappointment.

 

 

Role Profile

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 i.e. 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

 

Other Information

You will be required to work flexibly to meet customer and business needs, which may include out-of-hour working and participating in an “on-call” rota
Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
Use the Lone Worker system as and when necessary
Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling, etc
Deliver your role in line with Riverside company values – “Our Riverside Way”
Participate in team meetings, attend regular supervisions and reflective practice sessions
From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager

 

Person specification

Essential

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. 

 

Desirable

Experience of managing and developing a small team.
Financial experience or previous budgetary responsibility.
Previous experience of managing contracts, achieving KPIs, managing compliance.
Recognised formal care, support or housing qualification.