Tenancy Support Manager

Sandwell is restructuring its Tenancy and Estate Services to ensure the service is customer-focused, proactive and equipped to respond to both current and future challenges. As part of this change, we are looking for a Tenancy Support Manager to lead, support and motivate a central team of Housing Services Advisors who provide essential administrative and service support to Tenancy Management and Estate Services. This is a key management role within the service. The successful candidate will be responsible for ensuring work is prioritised effectively, service standards are maintained, and opportunities for process improvement are identified and delivered. You will need to be organised, confident in managing people and performance, and able to support the team through a period of change while maintaining a strong focus on customers and service delivery. The key requirements of this post include:

• Lead and manage a team of Housing Services Advisors, ensuring staff are supported, developed and clear about service expectations.
• Deliver a quality assurance function for the team, including audits, supervision and checks to ensure service standards are maintained.
• Manage team performance, workloads and priorities to ensure targets, deadlines and service outcomes are achieved.
• Work with Estate Services to identify where administrative and coordination support can be provided by the central team, helping to release operational capacity for frontline estate work.
• Contribute positively to continuous improvement by identifying process improvements, supporting service reviews and keeping up to date with good practice.
  
  Educated to degree level or able to demonstrate equivalent experience directly relevant to the post.
• Significant experience of working in a frontline service environment within social housing or a similarly complex customer-focused service.
• Experience of managing or supervising staff, including supporting performance, development and service delivery.
• Ability to organise workloads, manage competing priorities and ensure work is completed to agreed standards and timescales.
• A commitment to continuous improvement, with the ability to identify practical changes that improve efficiency, quality and customer outcomes.