Housing - Operation Manager

Operations Manager reporting to the Operations Director - Managing a remote team, building meaningful / effective relationships, working in partnership, delivering excellent customer service with high regard for Voids / Arrears / Facilities / ASB and overall Performance Management for the Region.

Inclusion is a social enterprise company with a national reach and substantive growth program. Our mission is to provide flexible, innovative housing solutions and life opportunities in partnership with others to work with and on behalf of vulnerable people

To be the leading health & social care landlord for vulnerable adults' is Inclusions vision. Our Operations Manager would not only assist us in achieving this vision but will play a fundamental part in growing and developing the business over the coming years. Full time role 35 hours per week, generally Monday to Friday

· 25 days annual leave, rising by 1 day for each year served to the maximum of 30 plus Bank Holidays.

· Driving Licence and a car owner is essential for this post, · To manage a team of manging agents to oversee the provision of a high quality

intensive housing management service, manage and improve void and arrears performance, manage relationships with stakeholders and partners, deliver facilities works and support the delivery of new developments into operation.

· To ensure the delivery of high performing efficient and compliant regional operations team and servicing arrangements that deliver excellence and our property portfolio to a high standard.

· To ensure the most effective contracting approaches are applied which best need Inclusion's strategic priorities and business needs

· To be a senior manager in the business, leading on company objectives, and supporting the improving position of Inclusion

· To ensure all relevant regulatory requirements are fully met.

· To effectively manage risk management embedding the culture of risk management throughout the region.

· To promote excellent performance management, ensuring targets are achieved and services are consistently excellent.

SPECIFIC DUTIES - although not limited to :

The Operations Manager (Regional) will oversee the delivery of all aspects of housing management within their region, ensuring company policy and best practice are followed and schemes are properly managed and compliant with relevant statutory regulations and requirements:

· Management of Managing Agents ensuring regular visits and contact is maintained with tenants in accordance with our agreed procedures

· Accountable for voids and arrears associated with the specific region and contributing to overall business success

· Providing management, advice and support on all tenancy related matters including referrals and allocations, tenancy sign-up, tenancy terminations, voids management, rent and housing benefit issues and breaches of tenancy.

· Liaise and manage relationships with Support Providers and Local Authority partners

· Work cohesively with all internal departments to ensure efficient delivery of services and ongoing development of processes and procedures.

· Work with the Development team to ensure there is a smooth transition of new units from development into operational management.

· Monitor, manage and improve performance

· Promote the Company and network with partner agencies

· Regularly report to the Director of Operations on key operational matters

Customer & Facilities Management

· To have a clear understanding of customer needs, with systems established to learn from customer feedback, trend analysis and customer profiling - all underpinning continuous improvement.:

· Oversee the referral and allocation process ensuring that referrals are received and tenancies are signed up promptly

· Monitor and manage voids into occupation, actively working with partner agencies and internal colleagues to reduce void tenancies

· Lead and support with regard to tenancy breaches

· Manage the rent arrears process, supporting and guiding to take prompt and effective action

· Liaise with Housing and Council Tax Benefit departments as required

· Lead on all regional operational matters

· Managing the complaints procedure and investigations for tenancy / housing related matters

Partner and Relationship Management

· Develop relationships with Support Partners and Local Authorities, act as lead contact with stated region

· Meet regularly with all regional Support Partners

· Promote the company and identify any future opportunities for IH within the region

Operational Management

· To achieve excellent operational delivery of complaint services that deliver value for money.

· Supervise, support and manage the regional managing agents

· Monitor and manage team performance and promote a culture of continuous improvement

· Lead on recruitment and training of staff in region

· Hold regular one-to-one supervision meetings with each

· Develop the team so they can flourish within their role and continuously improve performance

· Encourage team working and support networks within the team

· Manage first stage of staff disciplinary procedure investigations

· Meet and liaise regularly with other the Directors, Managers and internal colleagues

· Organise regional team meetings and work with other Operations Managers to arrange national team meetings

· Deputise as required for other Operations Managers and the Operations Director during periods of absence

New Developments

· Work with Development colleagues to ensure a smooth transition for pipeline schemes into operation

· Attend meetings as required both within the development process and post-handover

· Work with the local team to manage new schemes into occupation, focussing on referrals and allocation, furnishings and ensuring satisfactory stakeholder liaison and management

Health and Safety

To work within Inclusion's Health and Safety policies and procedures. The following Health and Safety responsibilities apply to this post. The management of the Health and Safety within their departments is the responsibility of Senior Managers, who will:

· Monitor the Health and Safety Policy implementation and setting targets or objectives where appropriate

· Ensure that relevant resources are made available to enable the policy to be implemented

· Ensure that risk assessments are undertaken in areas for which they are responsible

· Encourage all staff under their control to be involved in matters of Health and Safety

· Ensure that Health and Safety is included within the Manager's annual appraisal process

· Set a personal example at all times

Staff Management and Development

· Ensure assigned staff are trained and developed to achieve their individual and corporate objectives;

· Ensure performance of assigned staff is regularly appraised and that objectives are set and monitored.

Budget Management

· To be responsible for the setting and monitoring of all budgets for the department, reporting any variances in line with Inclusion's procedures.

Risk Management

· To regularly review the risks in the areas of the business for which the postholder is responsible. To report any changes to the level or likelihood of risk, and take necessary action in accordance with the Risk Management strategy, and the system of internal assurance.

OTHER DUTIES

· Manage personal workload and responding to changing priorities and personal objectives.

· Keep up to date with key legislative and policy changes within the sector.

· Occasionally attend evening meetings some of which may be away from the office.

· Implement and promote Inclusion's Equality & Diversity Policy and Health & Safety Policy and related procedures.

· Any other related duties as assigned by the Finance Manager that are commensurate with the general level of responsibility of this post.

· To comply with Terms and Conditions of service.

· To comply with Financial Regulations.

· To undertake such other tasks as may be reasonably requested by the post holders' direct manager.

Key responsibilities

Leadership

· Adopt a visible and flexible leadership style that supports the culture of an excellent organisation. Be a role model and ambassador for the organisation. Encourage innovation to deliver IH's strategic plans. Identify and develop opportunities for growth and improvement of the service offer while delivering business efficiency.

Delivery and impact

· Transform strategy into deliverable plans. Ensure continuous improvement, excellence and high performance with measurable outcomes that strengthens the position and profile of the company.

Performance excellence

· Develop a strong distinctive performance culture and an organisational culture of learning and accountability so that staff are enthused about their contributions and can see their impact and value.

Building organisational profile

· Represent Inclusion, promoting the organisation so that its unique role is valued. Capitalise on our reputation and profile to open doors for growth and other opportunities. Develop effective professional networks that will add value to the business and establish long term strategic relationships with industry leaders to influence sector debate and thinking.

• Substantive experience and knowledge of managing an operations/customer service team


• Ability to form, develop and lead a dispersed regional operations team


• A track record in performance management and customer excellence.


• An understanding of the facilities/housing management.


• Experience of working in partnership with a range of stakeholders


• Commercial acumen, able to translate plans into outcomes


• An understanding of supported living for vulnerable individuals


• Full Driving Licence and access to a car is essential


Skills and abilities

• Acts with integrity, is accountable and actively promotes and supports the vision and values of the organisation.


• First class leadership skills with strong personal presence and self-confidence.


• A motivational leader, who coaches and inspires service excellence.


• Strong negotiator and influencer, able to work intuitively with a wide range of stakeholders and secure buy-in.


• Excellent communication and interpersonal skills, with an approachable and engaging style.


• An ability to work under own initiative with minimal supervision


Personal attributes and other requirements

• A credible and resilient leader who is able to rely on their own judgement in making effective decisions.


• Champions excellent services.


• Actively leads by example and is a strong role model and ambassador for the organisation.


• Highly numerate and IT literate. Able to champion the optimisation of the use of IT and other new technology.


• Willingness to work flexibly given the seniority of role.


• Creates a learning and development culture for self, team and the organisation.


• Valid driving licence


• Able to travel widely across the stated region and work outside of normal office hours as required
  
  £40,000 a year - Permanent, Full-time