Service Delivery Manager

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Job Title : : Service Delivery Manager
Job Reference : : Service Delivery Manager
Location : : Clacton-on-Sea, Essex, Essex
Salary : : up to £11 p/h
Posted on : : Fri Mar 09, 2018
Apply before : : Sat Apr 28, 2018
Job Type : : Contract
Experience required : : Any experience
Job category: : Admin & Clerical
Job Skills : ,
 Job Description

You are accountable for all aspects of service delivery in a specific setting or locality, ensuring that your team provides excellent support, care and housing management as required. Through your inspiring leadership, your team will deliver excellent quality services to customers.

You will manage the local service budget, taking responsibility for ensuring the service meets (and exceeds where possible) all its financial targets. Where the service is accommodation based, you will ensure effective management of the housing, minimising voids and arrears and maximising income collection.

What Principle Accountabilities Customer care and support

Ensure all customers experience an excellent, personalised and responsive service in line with our defined customer approaches.

From time to time, directly provide support/care to customers with complex support needs, in line with the requirements in the Project Worker role profile.

Actively encourage, support and mentor customers personally and through your team, taking up opportunities to engage both within Genesis and the local community

Assess the quality of support plans; identify and address concerns where plans do not meet standards or are not demonstrably customer led. Ensure Support Workers review and update plans, both routinely and following significant events, to ensure they remain contemporary

Lead on customer engagement activities and initiatives that place customers at the heart of the business and able to influence business decisions and direction, locally and corporately; enable continuous improvement in customers’ experience Housing Management

Directly or through your team, support customers to fulfil tenancy and other housing obligations; ensure all decisions are taken in line with policy, practice and delegated authorities, • Support customers to make positive moves to new homes where appropriate.

Support your team and intervene where appropriate to address anti-social or nuisance behaviour complaints or concerns by or directed at customers Operational delivery

Ensure your service meets (and exceeds where appropriate) KPIs set out in our performance scorecard, including financial, people, quality, complaints, customer satisfaction, staffing levels & housing, within a context of continual improvement

Ensure your service is financially viable, inspection ready, contract & regulatory compliant and achieves excellent internal/external inspections results at all times

Maintain and utilise a comprehensive knowledge of relevant legislation, regulatory requirements, procedures and best practice for the service area

Managing a team

Lead and manage a high performing and professional team, ensuring they receive appropriate development and supervision; support front line staff to understand their roles, develop skills and deliver effective services: support professional and personal development of direct and indirect reports;

Lead on recruitment and selection of staff, volunteers & apprentices in line with our policies and procedures; involve customers and ensure their positive contribution to recruitment and selection outcomes.

Set the service vision in line with the C&S business plan, ensuring customers and staff are involved in setting service goals; adopt an open culture encouraging two-way communication, and ensure key messages reach all staff in a timely manner

Work with peers and the Business and Contracts Manager to audit services and develop ideas for service improvement


Previous experience of delivering housing, care and/or support services

Deploying and supervising others to deliver front line services,

Work with multiple groups/agencies to deliver shared goals Experience

Effective management of volunteers, peer mentors and apprentices

Managing people responsible for care and support delivery

People management, including recruitment, supervision and appraisal Knowledge

Demonstrable knowledge of social housing management procedures and housing law

Demonstrable understanding of law, national policy and best practice in housing related support or care

Specialist knowledge of relevant customer groups/key support needs Knowledge

Good level of numeracy; understand and

Apply before : Sat Apr 28, 2018
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