Full Time / Permanent
Salary: up to £45K (FTE) per annum
Located: Stockwell, London, SW9
About SW9 Community Housing
SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Sovereign Network Group (SNG). Being a community-based organisation, we are seeking to recruit an experienced candidate, with a focus on service delivery and a people-centre approach. With a turnover of £11m, and rising, and in excess of £150million of inward investment provided by SNG over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey.
About the role:
The role is a pivotal one within SW9 Community Housing. This is a fantastic opportunity to work as part of our housing management organisation that is rich in history with a thriving, vibrant, and diverse community. Delivering on behalf of our housing landlord, you will oversee the estate service ensuring the estate cleaning and grounds maintenance is carried out to a high standard that will enable our communities to thrive.
The postholder will be responsible for working together with the Estates team, contractors, SW9 operational managers, and the wider staff team. To lead an efficient and effective team within the customer services department to deliver a high-quality customer focused service in line SW9 objectives.
You will be leading a team and provide services to approximately 1,800 properties, ensuring that our services are fit for purpose and offers our residents excellent customer service.
About you:
We are seeking a highly motivated and experienced Estate Services Manager to oversee the effective management of the in-house cleaning team and external contract management for various aspects of the estate and delegation. The ideal candidate will have a strong background in estate management, excellent organisational skills, and a passion for delivering first-class service.
You will have good technical knowledge and management experience. This is a highly visible role, and the successful applicant will be able to demonstrate experience of delivering a first-class estate service.
Education:
- A good standard of education commensurate to the role.
- Evidence of working within social housing continuous, challenging, and relevant professional development.
- Holds a relevant professional qualification (highly desirable).
- Holds a management qualification (desirable)
Knowledge:
- Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility.
- Demonstrate evidence of building and maintaining effective, productive relationships with key stakeholders.
- Up-to-date knowledge of legislative frameworks, regulatory requirements, and key issues relevant to the post.
Experience:
- Management experience in Housing and Estate Management.
- Proven track record in service improvement.
- Experience of Estate Management within Social Housing (desirable).
- Excellent analytical skills to identify a range of issues from information gathered.
- Proven ability to work under pressure, adapt to changes in circumstances, and to be resilient and remain optimistic in the face of adversity.
- Experience of managing conflicting views in a confident, assertive, and diplomatic manner.
Key Responsibilities:
- Manage Estate Service: Oversee and coordinate all estates activities, ensuring timely and cost-effective solutions.
- Team Leadership: Lead and support a team of staff and contractors, fostering a collaborative and efficient working environment.
- Budget Management: Control and monitor budgets, ensuring projects are completed within financial constraints.
- Customer Service: Maintain high levels of customer satisfaction by addressing tenant concerns and feedback promptly.
- Reporting: Prepare regular reports for senior management, highlighting performance metrics and areas for improvement.
Skills:
- Excellent people management skills with the ability to manage staff through change.
- Excellent written communication skills sufficient to write detailed reports, letters and emails.
- Excellent listening skills to understand issues raised by a wide variety of customers and callers.
- Ability to develop and deliver innovative solutions to problems.
- Ability to work with Microsoft Office applications such as Outlook, Excel, and Word.
- Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility.
Personal Attributes:
- Passionate about delivering and driving forward an excellent service to improve and maintain a high level of customer satisfaction.
- Genuine empathy to show customers that you really care and that their concerns matter.
- Adaptable and ‘can do’ attitude.
Who we are:
- A group of people who demonstrate integrity, respect, and teamwork.
- A group of people with passion, drive, and the courage to be different.
- A group of people committed to doing the right thing.
Our values define who we are. They are the fundamental beliefs of our social purpose. They guide our actions and behaviour. They influence the way we work as a team – and the way we serve our customers and engage with our stakeholders.
Every day, each one of us makes choices and decisions that directly affect the way we experience each other and the way our customers and stakeholders experience us. Our values give us confidence that we are using the same principles to help us make these decisions throughout our organisation.
SW9 works hard to acknowledge and celebrate individuals and teams within our organisation who consistently live our values and bring our purpose to life through their everyday behaviour, which in turn has a positive impact on our customers, community and stakeholders.
We want people who are energetic, flexible, passionate, forward thinking/innovative and creative. If you think you are the best person to help us create an even better service for our stakeholders, we want to hear from you.
Benefits:
When you work at SW9, you are directly impacting on the lives of our residents. In return for your energy, innovation, and commitment, we offer:
- competitive salary
- a defined contribution Pensions Scheme (employer match up to 8%)
- 5 x annual salary life assurance cover
- competitive annual leave entitlement (27 days)
- Interest-free loans (including season ticket loan, Cycle-to-Work scheme, rent deposit loan)
- Medicash Healthcare
- Employee assistance programme
- excellent learning & development opportunities
- a modern office and facilities
How to Apply:
Please read the Role Profile for full details of the role and apply by sending your updated CV, together with a supporting statement demonstrating how you meet the person specification. You should return your application to recruitment@SW9.org.uk, ensuring you quote the Reference Number and Job Title. Please ensure you read the Guidance Notes for candidates prior to submitting your application.
Additional Recruitment Information:
We do value every application we receive. However, due to the volume of applications we receive we are unable to acknowledge each application. We will only reply to those who have been shortlisted for interview. If you have not received a reply within two weeks of the closing date, regrettably your application was unsuccessful.
If you want to find out more about us at SW9 you can do so at: https://www.sw9.org.uk/about-us/