Assessment & Support Operations Manager
You will oversee the Assessment & Support Hub which will act as a gateway to internal support services and teams, and a central source of expertise on all areas of support. The Hub will also take on a coordination role for the most complex of support cases. Our goal is to work with our colleagues to reduce risk and achieve positive outcomes for customers. As Operations Manager you will work closely with the Head of Strategy & Support and other senior leaders to develop and shape the direction of the team and service, both in the initial stages of development and over the long term. You will need to comfortable working at a strategic level, whilst also handling the day to day running of the team. Stakeholder management, both internally and externally, at different levels of seniority, will be a key aspect, so your approach to relationship building will be critical. You will need to lead your team through the development of the service, steering them through periods of change and challenge as you do so; and shape the culture and approach of the team.
You will be responsible for the delivery of consistent, responsive and effective service by the Assessment & Support team, focussed on working with colleagues to reduce risk and achieve positive outcomes for customers. You will also be accountable for all targets and performance measures for the team, both quantitative and quality-based.
For full details please view the job description on our careers page.
What you'll need to succeed
As you will be building a new team and new approach to the way our most vulnerable customers are supported you will be able to demonstrate the ability to take an enabling approach in your work. Focussing on how your role and responsibilities enable the wider directorate and organisation to work effectively and successfully. You should have experience in an operational management role, and extensive experience of managing practitioners.
Working knowledge of a range of issues relevant to MTVH’s work supporting customers, such as: Domestic abuse, mental health, adult social care, Care & Support service delivery or ASB is essential. In addition you will have an analytical and inquiring approach, able to break down complex situations and issues to achieve positive outcomes.
Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established on organisation to provide homes for Windrush migrants in London. Our core purpose I that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide is in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.
During 2021, to achieve this we are changing the way we work with our housing customers. Our new Right Side Up approach means the customer is at the centre of what we do and they will know who to speak to in order to resolve their housing issues. Housing teams will be more present in the community and will own that customer relationship. Our community-based housing colleagues will be supported by experts across the rest of the organisation – helping them to consistently provide reliable advice and support.
We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.
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