Intervention Team Coordinator - Req25028

Job title: Intervention Team Coordinator
Salary: £34,833 - £36,648
Hours: 37
Contract: Permanent
Location: Tribeca House 2nd floor Roundhay Road Leeds LS7 1QB
Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions. 
About you 

As an Intervention Team Coordinator, you will: 

• Have excellent customer service.
• Have excellent verbal and written skills.
• Have experience in responding to complaints both verbally and in writing.
• Be able to support on driving a culture through the team that is focussed both on customers and quality,
• Have experience of managing a busy service to a wide range of customers/elected members
• Have the ability to analyse and interpret information, identify common trends and learning outcomes and report to a wide range of audiences.  

About the role  

An exciting opportunity has arisen for a forward- thinking, motivated, and hardworking individual to join the Property Management team.

The post holder will have the opportunity to develop and use broad skills set and will increase their experience in leadership and line management, contract management and managing repairs programmes.

The post holder will hold the position of Intervention Team Coordinator within the Property Management division. You will be responsible for responding to stage 2 complaints within Property Management. As part of the role, you will provide advice and guidance on repair related matters, ensuring the service provides excellence. You will be a strong leader with a ‘can do’ attitude in-line with the Councils manager habits and have excellent communication skills and a strong customer focus is required. An ability to prioritise, meet deadlines and have a clear focus is essential.

You will ensure that all customer correspondence, complaints, enquiries, and compliments are handled effectively within service standards.
You will correspond accurately and diligently with elected members and to provide a quality service that delivers against the Council core values.
You will take ownership for operational issues and manage relationships with all stakeholders to ensure effective and efficient service delivery.

The team are currently based at Tribeca House on Roundhay Road, however these arrangements may change in the future and candidates should be aware that they will be contracted to work in any location within the Leeds City Council geographical area. This is a challenging but rewarding role and an exciting opportunity for someone that is looking to develop their career.

What we offer you 

We take pride in offering the best employee experience, with benefits including: 

• a competitive salary and annual leave entitlement plus statutory holidays 
• membership of the West Yorkshire Pension Fund with generous employer contributions 
• flexible and hybrid working arrangements subject to service requirements 
• a clear career pathway and continuing professional development opportunities 
• a range of staff benefits to help you boost your wellbeing and make your money go further 

How to apply 
Apply for this job online. Please complete the online application form
Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.  
If you have any queries or would like an informal chat about the role please contact Kerry Gold, Intervention Team Leader 07450475233 or email kerry.gold@leeds.gov.uk
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. 
We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is ranked 70 on the Stonewall Equality Index 2022. We are also an Age friendly employer, a Mindful employer and a Disability Confident leader. 
All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period. 
 
This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply. 

Job Description

Job purpose
To support, co-ordinate and administer the activities of the council in the delivery of the Intervention Team service.
To monitor, manage and operate the processes and procedures that help improve efficiencies within.
To proactively deal with Intervention Team correspondence matters in order to resolve issues promptly, informally and with satisfactory, customer focused outcomes.
To ensure the effective day to day management and monitoring of all customers, complaints and members enquiries within the Intervention Team Service.
Provide day to day contract liaison and effective communication and correspondence between customers, council staff, external agencies and contractors / supply partners and proactively develop efficient and cost-effective solutions to problems.
To take ownership of the complaints process and monitor through to satisfactory resolution being mindful of the performance targets set out within housing regulator.
The post-holder will be required to work flexibly and could be deployed in a number of areas within Property Management including:

• Responsive Repairs
• Voids
• Disrepair

To provide direct line management/supervision to the Technical Support team. 
Responsibilities

• Support the delivery of service plans and operational projects in collaboration with stakeholders to ensure the continuous and on-going improvement of the service in-line with council objectives in-order to achieve excellence.
• Continually drive a value for money, customer focussed service.
• To ensure that all customer correspondence, complaints, enquiries, and compliments are handled effectively within service standards
• To correspond accurately and diligently with elected members and to provide a quality service that delivers against the council core values
• Take ownership for operational issues and manage relationships with all stakeholders to ensure effective and efficient service delivery.
• To gather information, develop, interrogate and input computer data and systems. To maintain and develop manual records and produce statistics for statistical analysis and management information.
• To collate analyse and prepare documents including reports for contract/management/members meetings, ensuring a high standard of quality and strict deadlines are kept.
• To co-ordinate meetings and liaison events.
• Manage all activities in compliance with legal, regulatory, contract and internal requirements.
• Take accountability for the outputs of all duties.
• Please note this is not an exhaustive list of responsibilities.

Leadership Responsibilities:

• To lead, manage, motivate, and develop team members in accordance with council policies and employment laws, and ensure that relevant procedures are understood and followed.
• To demonstrate and embed the council Values and Manager Habits to lead, support and drive cultural change.
• To ensure that the team works professionally, competently, and in a forward thinking and customer focused way whilst embracing collaborative partnership working to achieve excellence.
• To ensure you and the team work professionally, competently, and demonstrate a ‘can do’ approach to their thinking and problem solving.
• To work collaboratively and in partnership with partners and stakeholders.
• To support the achievement of Equality and Diversity in both employment and service delivery including the promotion of equality of opportunity.
• To deputise for the Intervention Team Leader for duties commensurate with the grade of the post and undertake any other reasonable duties as required.

Personal Specification
Method of assessment will be through one or more of the following application form, test, interview, and certificate.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Qualifications and Knowledge

• Landlord’s responsibilities in relation to repairs & maintenance
• Knowledge of the new Tenant Satisfaction Measures

Specific Skills and Competencies

• Ability to manage priorities whilst delivering on a range of projects and adapting to changing circumstances and priorities
• Ability to diagnose and develop solutions to repair problems.
• Ability to develop and maintain strong and effective working relationships with stakeholders
• Ability to analyse and interpret information and report to a wide range of audiences
• Chairing meetings effectively
• To support on driving a culture through the team that is focussed both on customers and quality
• Appropriate delegation of workload
• Support on engagement with managers and contractors in order to effectively progress change
• Able to flexibly manage resources in-order to meet service priorities.
• Strong resilience and a ‘can do’ attitude to overcoming barriers in-order to reach targets and objectives
• Able to understand financial monitoring procedures interpret financial information and develop plans to ensure that services are delivered within defined budgets.
• Strong and effective leadership skills.

Experience

• Experience of managing a customer focussed team
• Managing programmes of work within defined budgets
• Considerable experience of problem solving involving complex issues
• Experience of managing and leading a team
• Experience of working within a complex political environment.
• Considerable experience of using Microsoft packages and IT systems

Essential Behavioural & other Characteristics

• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
• The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post.  Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.

• Up to date knowledge of social housing and issues affecting the
  sector
• Working with and negotiating with trade unions
• Working with an Internal Service Provider.
• Undertaking service reviews.

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