Job Description

Contract Support Manager (Investment Programmes)

(full time, 35 hours per week)


As Contract Support Manager, you will lead a team of Project Safety Coordinators, Customer Liaison Officers and Programme Coordinators to support the definition and delivery of annual investment programmes, building safety, and compliance work. You'll focus on delivering a consistently high level of customer satisfaction and service excellence.

What you'll be doing

Developing and maintaining processes to manage service requests effectively, using team resources efficiently to meet changing demands within the department. Responding courteously and efficiently to enquiries related to the delivery of investment programmes. Delivering a high-quality, customer-focused service that achieves consistently high levels of satisfaction. Ensuring customers are kept informed through regular updates and accessible communication, using a variety of formats to deliver a visible and responsive service. Attending residents' meetings and visiting residents in their homes where required. Taking a leading role in supporting investment programme delivery, as well as building safety and compliance projects. Chairing and minuting regular team meetings. Reviewing management reports, interpreting data to make informed operational decisions. Managing complaints in line with policy and implementing service improvements based on customer feedback. Drafting clear and accurate business performance reports. Managing and developing individuals through regular 1:1s, supporting training and development plans for yourself and your team within defined deadlines.

What you'll need

A management qualification (ILM, CIH, or equivalent) - desirable Experience in delivering social housing investment programmes and building safety projects A track record of delivering excellent customer-focused services Experience in leasehold management, including health and safety compliance Proven experience in managing and developing teams Proficiency in using in-house and bespoke IT systems Ability to use your own initiative and remain calm under pressure to meet deadlines Strong analytical and problem-solving skills Knowledge of relevant leasehold, landlord and tenant legislation A full UK driving licence and access to your own transport

What we need from you

A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing A passion to advocate on behalf of people and communities Respecting professional boundaries and conducting yourself in a professional manner at all times. A commitment to work in partnership with others for the benefit of Great Places A commitment to continuous learning and improvement Ability to work flexibly and when needed outside normal working hours to ensure service continuity An ability to work in uncertainty. To be professional and work with integrity, inclusivity, and respect for diversity

What we give you in return for your hard work and commitment

Pension DC scheme (up to 10% contribution from both colleagues and Great Places) WPA Healthcare auto enrolled at no contribution level with 1250 of savings available - option to increase & add family members Annual leave Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays Reward & Recognition You Count Rewards are individual reward's for going 'above & beyond' Professional Fees The business pays the cost of one professional membership fee for each colleague The Market Place high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more Ways of Working We offer some hybrid and flexible working Health and Wellbeing Initiatives Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing

INDAD


Great Places Housing Group exists to improve the lives of the people living in our 25,000 homes across the North West and Yorkshire. We are much more than just a landlord, providing a wide-range of services and promoting partnership work to create vibrant, sustainable communities.


You can find details of our story, our vision and our values

here

.


At Great Places, we are committed to using inclusive hiring practices. By embracing diversity and difference, we enrich our teams with varied perspectives, drive, and innovation to create an environment in which everyone can thrive. We welcome applications from people of all identities, backgrounds, and cultures and are committed to fostering an environment in which everyone can be their authentic self; building a workforce that truly reflects the diverse communities we serve.


We want to create a recruitment process that allows you to perform at your best! Should you need any support or information throughout the process, please reach out to our recruitment team at

recruitment@greatplaces.org.uk

.