Service Manager

Role:Service Manager - Housing Solutions

Location: Kensington & Chelsea

Type: Temporary

Length: 2 months

The Service Manager Role:

• To be the strategic lead on the operational implementation for Part 6 and 7 of the Housing Act 1996 as amended. This includes overseeing a group of managers to deliver compliance and quality assurance of the Councils Housing Register, allocations policy, under occupation mobilisation and Homelessness powers and duties. 
• To oversee the provision of advice and assistance to public and private sector landlords with tenancy support with an understanding of the impact of Welfare Reforms 
• To create effective senior partnership working with internal and external agencies which will lead to effective predictive.
• To provide reliable and valid data to Central and Local Government on homelessness services and in particular homelessness prevention.

The Service Manager Duties:

• To implement the Council’s Homelessness and Rough Sleeping strategy coordinating the activities of all service areas responsible.
• Responsible for the customer focussed, efficient and effective delivery of the services within Housing Solutions
• To oversee the provision of advice and assistance to public and private sector landlords with tenancy support with a view to preventing homelessness with particular reference to the Welfare Reforms and to ensure that assistance is given to all households of all tenures to prevent homelessness through active intervention. 
• To lead a team to develop a Private Rented Sector offer that delivers settled homes and shows a high level of technical knowledge on locations that residents may choose to live. This should include the impact of welfare reform and the cost of accommodation in the borough. 
• To oversee and protect the Council reputation in Court as and when required when pursuing criminal or civil action against landlords/agents.
• To oversee and control the provision of financial and administrative support for all the service areas that directly report to Housing Solutions Manager. Responsible for monitoring budgets and controlling spend and achieving savings targets. Be responsible for staffing budgets
• To use high level initiative in deciding what course of operational actions to take to deliver homelessness services. This should include exercising expert judgement in assessing complex stakeholder requirements, potential risk and managing quality assurance of service.
• To develop, monitor and deliver high level performance outcomes for each of the service areas managed. To provide insight and advice to peers within the Division as and when required.
• To act as the Housing Solutions’ operational lead in developing and improving systems, policies and processes which encourage ‘right first time’ service delivery. This should include ensuring that the services standards maintain high levels of customer satisfaction continually improve.
• Write, agree, consult, and sign off working policies and procedures linked to the successful and efficient delivery of services, including day to day operations, legislative requirements and best practice
• To attend and represent the Council at national, sub regional, local and other such type public events. 
• To deputise for the Head of Housing Solutions in all matters relating to the Housing Solutions Service in general and to the specific areas being managed.
• Management and supervision of direct reports including performance monitoring, conducting appraisals, implementing human resource processes as required. Identify training and development needs and developing plans and arrangements to ensure these needs are met.
• To deal with enquiries, complaints and correspondence from clients and their advocates, including solicitors, councillors, MPs, the ombudsman and other housing providers, in line with the Council’s complaints and enquiries procedure. This may include preparing information to support court cases for which the post-holder is responsible.

The idealService Manager will have:

• Thorough understanding of the government’s agenda on homelessness and welfare reform.  
• Comprehensive knowledge and understanding of housing needs issues, legislation, and case law, including lettings, and the housing register.
• Experience of successfully leading significant change programmes/projects working collaboratively to drive and successfully support change and deliver performance outcomes
• Experience of effectively running a front line service to homeless households with a strong emphasis on preventing homelessness.  
• Experience of communicating effectively to customers and at all levels of the organisation.
• Experience of developing and implementing successful customer care strategies and  standards
• Experience of building strong internal and external relationships to focused to deliver corporate business objectives
• Experience of managing and delivering multiple and complex dispute resolution services