Service Manager

Overview

Lead and manage a supported housing team delivering safe, person‑centred services.

Key Responsibilities

• safety compliance
• data management
• repair management
• budget management
• rent collection
• reporting

Tasks

-Ensure compliance with Health and Safety legislation and other regulatory obligations, assessing risk, putting in control measures and reporting risks -Undertake six monthly performance reviews to support and guide colleagues to fulfil their potential -Participate in team meetings, attend regular supervisions and reflective practice sessions -Manage an effective housing allocation and referral pathway into the service, ensuring customers are able to access the service as quickly as possible -Build effective partnerships with regional and other colleagues across Riverside, participating in wider initiatives -Resource, plan and deliver a colleague rota that covers all shifts effectively -Hold regular ‘one-to-one’ sessions to reflect on achievements, performance and support individual personal wellbeing -Lead on hearing appeals, serving notice and ending of tenancies as per Riverside policy framework -From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager -Facilitate regular team meetings to update and empower your team to share ideas and best practice -Devise, plan and deliver a comprehensive induction and continuous development plans for all colleagues -Recruit great people for your team, sourcing and engaging relief or agency workers as and when required -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 -Guide your team to record customer information on Riverside and relevant local or external digital platforms, ensuring information is clear, accurate and strengths-based -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 -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 -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 -Continuously develop relationships and networks with a range of stakeholders, including housing providers to identify pathways to plan and deliver positive move-ons -Manage the service as per contractual requirements, reviewing contract performance annually, to deliver excellent outcomes for customers -Manage the rental income for the service by ensuring the team collect rent payments from customers and manage any arrears to minimise any losses -Monitor that welfare checks of customers rooms are being carried out -Meet Riverside performance targets -Work with customers and colleagues to deliver the objectives within Riverside’s corporate plan -Manage and report responsive repairs and liaising with contractors -Promote the highest levels of customer consultation, communication and partnership working in all aspects of service delivery -Participate in the setting and management of service budgets. Monitor spend by accessing the finance system and report budget variances to the budget holder -Line manage a team and create a safe environment where colleagues can talk openly and honestly -Enable customers to move towards self-management of their medication through adherence to medication management procedures -Work together to set expectations and performance targets -Produce reports and other written documentation as required to support contract delivery -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 -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 -Work with your team to ensure customers are supported to achieve their ambitions and aspirations through creative support planning and a flexible approach -Lead your team to provide a person centred, service for customers in line with our psychologically and trauma informed approach -Be responsible for cash handling, ordering goods, administration of monthly timesheets, raise and approve invoices through accurate record keeping -Working in partnership with asset and compliance colleagues to ensure our properties are safely managed -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

Requirements

• it skills
• care qualification
• team management
• conflict resolution
• budget experience
• kpi compliance

What You Bring

-Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results . -Competent IT skills, including using databases, producing reports and other communications, and analysing key outcomes data to understand and drive service improvements. -Recognised formal care, support or housing qualification. -Experience of managing a team within a supported housing environment with a vulnerable and diverse group of customers -Experience of managing and developing a small team. -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 -Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements. -Experience of working within a supported housing environment with a vulnerable and diverse group of customers. -Financial experience or previous budgetary responsibility. -Experience of reviewing, monitoring and evaluating outcomes in the delivery of support services. -Previous experience of managing contracts, achieving KPIs, managing compliance. -Competent IT skills, including using databases, producing reports and other communications, and analysing key outcomes data to understand and drive service improvements -Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements -Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results -Have conflict resolution skills and be confident and consistent when making decisions

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Benefits

-28 days holidays plus bank holidays (pro rata) -Investment in your learning, personal development and technology -Flexible working options available -Competitive pay & generous pension -Deliver your role in line with Riverside company values – “Our Riverside Way”

About Riverside

-Operates a diverse portfolio of residential properties across the UK, offering homes to people in need. -Specializes in social care, working to improve the lives of vulnerable people through tailored services. -Projects often focus on regeneration and community development, transforming neighborhoods into thriving areas. -Offers a range of services like homelessness prevention, mental health support, and youth services. -Manages a variety of housing types, from supported living facilities to independent homes, helping people achieve stability. -Known for its holistic approach, addressing not just housing needs, but also the broader social factors affecting well-being. -Committed to supporting those at risk of marginalization, from veterans to people with disabilities. -A key player in the UK housing and social services sector with a unique blend of housing expertise and social care.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship will be provided; riverside is surrendering its sponsorship licence.