Job Description

ASB Manager

Location:

1 Catford Road, Catford, London, SE6 4RU

Start Date:

ASAP

Contract Duration:

4+ Months

Working Hours:

Mon - Fri, 09:00 - 17:00, 37 Hours per week

Pay Rate:

29.29 per hour

Job Ref:

OR9855

Main Purpose of the Job

Deliver a high quality, outcome-focused service by tackling anti-social behavior (ASB) and supporting residents through innovative, customer-driven approaches. Collaborate closely with Community Safety and other stakeholders to provide a dynamic, proactive service. Aim for high levels of customer satisfaction and compliance with Consumer Standards.

Summary of Responsibilities and Personal Duties

Lead and deliver a comprehensive, effective, and customer-focused approach to addressing all types of ASB complaints, focusing on support for complainants and victims to improve outcomes and satisfaction. Proactively identify areas for improvement and work with the Head of Housing & Communities to implement necessary changes. Ensure the team identifies vulnerabilities and understands the complex interdependencies with ASB from both victim and perpetrator perspectives. Embed multi-agency approaches in the team's daily work to support vulnerable residents and raise safeguarding concerns. Ensure a comprehensive, multi-agency approach to Domestic Abuse casework. Lead, manage, and motivate the team to deliver high-quality service to residents, ensuring effective recruitment, induction, supervision, appraisal, and development of all staff in line with Lewisham Council's policies and procedures. Conduct high-quality monthly one-to-ones and appraisals, setting clear objectives and targets, and take prompt action to address any capability or disciplinary issues. Ensure adequate management information is available to measure team performance and outcomes against targets, policies, and procedures, and compare with other organizations. Produce informative reports for various audiences, including the Head of Housing & Communities, Directorate Management Team, the Executive Team, Housing Select Committee, and Mayor and Cabinet. Collaborate with the Communications Team to publicize successes appropriately, 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. Support the Head of Housing & Communities in managing external relationships with stakeholders, partners, and contractors successfully. Build effective relationships with Residents Associations to instill trust and confidence in service delivery. Respond to complaints and member inquiries within targets using a customer-focused approach that complies with the Ombudsman's Code of Conduct. Learn from complaints to make necessary changes. Work with Health and Safety to maintain an accurate and up-to-date record of any potentially violent or dangerous residents to ensure staff safety. Ensure policies and procedures are fit for purpose and regularly reviewed. Assist the Head of Housing & Communities in developing strategies to address major policy or legislative changes. Participate in key projects from planning stage to implementation and evaluation. Work flexibly and attend ad-hoc meetings in evenings or weekends as required.
Management Roles & Expectations

Adapt service delivery to meet changing community and customer needs. Monitor and review service outcomes to ensure effective delivery of personal and team objectives. Ensure continuous improvement in services using creative and informative interventions, along with effective performance and quality management. Plan, deploy, and coordinate resources to meet changing operational needs. Ensure services meet statutory and organizational standards and regulations. Understand the impact of your service on other functions.

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Job Types: Full-time, Fixed term contract
Contract length: 4 months

Pay: 29.29 per hour

Expected hours: 37 per week

Work Location: In person

Reference ID: OR9855