Service Manager

Full Time - 37 Hours per week (Alternate 9-5, 10-6 as arranged with the onsite team to ensure cover for 9-6) Are you an experienced housing professional and people manager who is passionate about delivering excellent, resident focused services? Can you lead a busy onsite team, make confident housing management decisions and build effective partnerships that improve residents' quality of life? If so, we'd love to hear from you. As our Service Manager at Indigo, you'll lead the onsite team to deliver high performing, commercially aware and outcome driven services. You'll oversee the full tenancy lifecycle, lettings and voids, tenancy sustainment, rent and arrears activity, repairs, complaints, safety and the day to day resident experience, ensuring Indigo remains a well managed and comfortable place to live. You'll work closely with the Indigo Building Manager and a wide range of internal and external partners. This is a visible leadership role where you'll coach colleagues, use performance information to improve services and take ownership of complex issues through to resolution, always keeping residents, accountability and value for money at the centre of your decisions. What You'll Do

• Lead and manage the Indigo onsite team, setting clear priorities, monitoring performance and supporting colleagues to deliver consistently high standards for residents.
• Take lead responsibility for void management and lettings, working with external letting agents to advertise homes, manage leads and viewings, and complete new lets within appropriate timescales.
• Make and oversee housing management decisions across the tenancy lifecycle, including tenancy breaches, enforcement, sustainment, re-housing, tenancy visits and end-of-tenancy activity.
• Ensure the scheme, communal areas and grounds are maintained to a high standard, monitoring contractors and equipping the onsite team to deliver effectively.
• Work with the Building Manager and other colleagues to ensure repairs are raised promptly and managed in line with agreed timescales and Awaab's Law requirements.
• Collaborate with the Income Management Team to establish timely rent payments, manage arrears proactively and support the commercial objectives of the development.
• Use performance information, complaints and service requests to set priorities, improve services, strengthen resident satisfaction and deliver value for money.
• Promote a learning and accountable culture by coaching the team, enabling resident-focused decisions and addressing performance concerns promptly.
• Oversee relevant safety requests and risk assessments, including lone working and joint visits, ensuring suitable controls are in place for employees and contractors.
• Coordinate emergencies during and outside normal working hours, ensuring appropriate action and follow-up through to resolution.
• Manage the contracted night support service, monitoring performance and ensuring issues are resolved effectively by the onsite team.
• Manage the Indigo budget, including authorisation of purchase orders and invoices within delegated limits.
  
  Proven experience commercial experience achieving occupancy targets and managing lettings within a residential housing or apartment scheme.
• In-depth knowledge and practical experience of legislation, case law and good practice relating to tenancy management and enforcement.
• A clear understanding of resident participation and involvement, together with experience of working with disadvantaged or vulnerable people.
• Experience of managing and motivating people in a high-pressure environment to achieve positive outcomes.
• Experience of multi-agency working, building effective partnerships and using problem-solving approaches to resolve complex issues.
• The ability to lead operational services, manage a complex workload, delegate effectively and take ownership of cases and issues.
• The ability to translate corporate objectives into team and individual targets, monitor performance and take timely action when standards are not met.
• Excellent customer care, negotiation and relationship-building skills, with confident and assertive written and verbal communication.
• The ability to respond positively to changing service requirements, work to deadlines and remain effective in a performance-focused environment.
• Good IT skills, including Microsoft Word, Excel, PowerPoint and Outlook, together with knowledge of project management.
• CIH Level 3 or above, or an equivalent qualification, and membership of the Chartered Institute of Housing.
• A valid UK driving licence and the flexibility to work occasional evenings and weekends to meet service needs.
Desirable
• A recognised professional qualification.
• A recognised management qualification.
  
  This role is subject to an enhanced Disclosure and Barring Service check.
If you have the housing expertise, leadership skills and commitment to help us deliver an excellent service at Indigo, we'd love to hear from you. Please see the attached job description for full details of the role. We reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, we encourage you to apply without delay! No agencies please. A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion. Our dynamic approach has made us one of the region's leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we're committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we'll continue to grow our business in today's fast-paced operating environment. There's more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too. You can find out more and the on the CKH website. Members of the National Housing Federation, PlaceShapers, Homes for Cambridgeshire and Peterborough, the CBI and BuildEast.