Job Description

Main Purpose of the job:

To deliver a high quality, outcome focused ASB service. Tackling ASB and supporting residents, using an innovative and customer driven approach.

To work closely with Community Safety and other stakeholders to provide a dynamic and proactive service. Deliver high levels of customer satisfaction and meet Consumer Standards.

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Summary of Responsibilities and Personal Duties:

To lead and deliver a comprehensive, effective and customer-focused approach to tackling all types of ASB complaints. Focusing on support to the complainants and victims of ASB, improving outcomes and satisfaction with the service. Pro-actively identify areas for improvement, and work with the Head of Housing & Communities to implement changes to address these. Ensure the team identify vulnerabilities and the complex way these can be inter-dependent with ASB, both from a victim and perpetrator perspective. Ensure multi-agency approaches to supporting vulnerable residents and raising safeguarding concerns are imbedded in the team's daily work. Ensure a comprehensive, multi-agency approach is taken to Domestic Abuse casework. Lead manage and motivate the team to deliver a high quality service to residents. Ensure effective recruitment, induction, supervision, appraisal and development of all staff, in line with Lewisham Council's policies and procedures. Ensure high quality monthly 121s and appraisals are carried out, setting clear objectives and targets. Take prompt action to tackle and resolve any capability or disciplinary problems. Ensure adequate management information is available, to measure the performance and outcomes of the team against targets, policies and procedures and in comparison, with other organisations. Continuously monitor performance to ensure compliance with policies, legislation and Consumer Standards. Produce good quality and informative reports for a variety of different audiences, including Head of Housing & Communities, Directorate Management Team, the Executive Team, Housing Select Committee and Mayor and Cabinet. Work with the Communications Team to publicise successes in an appropriate way, both internally and externally. Build and maintain effective relationships and work collaboratively across the Housing Directorate and with external partners, to deliver excellent customer care and solve problems. Work closely with Community Safety and the Housing Needs service, to deliver excellent customer care and provide joined up responses. Support the Head of Housing & Communities to manage external relationships with stakeholders, partners and contractors successfully. Build effective relationships with our Residents Associations to instill trust and confidence in the service delivery. Respond to complaints and members enquiries within targets using a customer-focused approach that complies with the Ombudsman?s Code of Conduct. Learn from complaints and make changes as required. Work with Health and Safety to maintain an accurate and up to date record of any potentially violent or dangerous residents, to ensure safety of all staff. Ensure policies and procedures are fit for purpose and regularly reviewed. Assist the Head of Housing & Communities to develop strategies to address any major policy or legislative changes. Participate in key projects, from planning stage to implementation and evaluation. Work flexibility and attend ad-hoc meetings in evenings or weekends, as required.

MANAGEMENT ROLES & EXPECTATIONS

As a Team Leader/Manager you will:

Adapt the planned delivery of services to ensure changing community and customer needs. Monitor and review service outcomes ensuring effective delivery of personal and team objectives. Ensure the continuous improvement in services using creative and informative inventions as well as effective performance and quality management. Plan, deploy and co-ordinate people resources to meet changing operational needs. Ensure services meet statutory and identified organisational standards and regulations. Ensure an understanding of the impact of your service on other functions.
Job Type: Fixed term contract
Contract length: 16 weeks

Pay: 29.29 per hour

Expected hours: 35 per week

Benefits:

Canteen Company events On-site parking
Application question(s):

Would you be able to provide 3 Years References/Work History? Do you have previous work experience as an ASB Manager?
Experience:

Housing Resident Engagement and Services: 1 year (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Location:

London SE6 (required)
Work Location: In person

Application deadline: 31/07/2025
Reference ID: AESN-DN-MTC010
Expected start date: 18/08/2025