This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Role Profile

The Assistant Director of Operations will report to the Director of Operations (C&S) and will play a pivotal role in:

• Ensuring our customer experience is central to all decisions made
• Uniting, inspiring and developing our people
• Leading and working collaboratively in order to deliver our vision, aspired culture, business plan and strategy
• Ensuring our customer experience is central to all decisions made. You will be a trusted advisor to the Director and a reliable and supportive colleague of the C&S Senior Management Team.

You will be responsible for leading all operational support services and retirement living services by;

• Ensuring customer feedback and satisfaction is central to everything that we do
• Maintaining the C&S position as a sector leader, driving performance, high standards and efficient and effective ways of working
• Influencing and working collaboratively with partners and stakeholders
• Providing inspirational leadership to the operational teams within your remit
• Managing and delivering the integration plan for operational support services building on best practice in both One Housing Group and Riverside
• Ensuring reliable delivery of housing management within operational support services
• Improving our operating margin by maximising income, reducing cash leakage from empty homes and arrears, and ensuring effective controls on expenditure

Leadership

• Build a diverse, high performing and customer focused team, with contemporary ways of working and the right knowledge, behaviours and capabilities that enable the effective delivery of our vision, strategy, and goals.
• Lead the successful delivery of C&S operational support services. Ensure the business delivers safe and effective services and is able to respond robustly to future challenges and opportunities.
• Play an active role in the C&S Senior Management team.
• Provide inspirational leadership to Support and Retirement Living teams, utilising a wide-range of colleague engagement methods, with a focus on achieving the highest possible standards of excellence in customer service.
• Lead the operational support services function, managing a national team of senior operating managers.
• Manage and deliver the integration plan for operational services, building on existing best practice in both One Housing Group and Riverside. This will lead to the shaping and design of one combined C&S Operational Team.
• Work effectively with colleagues across C&S and the wider business, supporting, challenging, and collaborating on all matters related to Operational service delivery and providing expert advice as required.
• Role model ‘Our Riverside Way’, ensuring our ways of working are embedded in all we do and supporting the delivery of our aspired culture that leads to high levels of engagement.
• Actively manage performance of individuals, teams and departments to achieve the stated objectives of TRG and positively impact upon the customer of TRG.

Financial viability

• Deliver a culture of sound financial management ensuring the business is protected and services are delivered effectively and provide value for money.
• Hold budgetary responsibility and accountability for your defined area of operational activity within Care and Support services
• Support increase of business viability, margins and value for money whilst continuing to respond to the changing funding environment and the reshaping of social and health care agendas.

Service Delivery, Customer Experience And Performance

• Oversee all operational support services, ensure contractual requirements are met and deliver excellent customer services to the following customer groups;
  • Supported housing, including mental health and homelessness services
  • Retirement living
  • Floating Support
  • Street based services
• Oversee the operational delivery of support services and the embedding of the integrated functions chosen model of support
• Oversee operational delivery of housing management and support services to customers. This includes;
  • Empty Homes management
  • Allocations and lettings
  • Income collection
  • Ongoing tenancy management
  • Non-tenancy related support
• Work in partnership with colleagues in the business to consistently drive improvements which will benefit customers and colleagues.
• Actively manage performance of varied regional operations teams over a broad national geography in order to successfully achieve the Care and Support objectives and to positively impact upon the customer experience.
• Ensure customer involvement and coproduction is an intrinsic part of our approach, ensuring customers are provided with every opportunity to influence and shape the services that we deliver.
• Identify, promote and implement projects and initiatives that involve customers and generate opportunities for co-creation.
• Lead your team to be ambitious and aspirational regarding our customer’s experience, expectations and outcomes.
• Ensure risks to our customers and colleagues are mitigated as far as possible, supporting senior colleagues to provide assurance on health and safety activities and ensuring our colleagues well-being is at the heart of what we do.
• Lead oversight of deaths, safeguarding cases and serious incidents within your area of responsibility.
• Support delivery of the 2023-26 Care and Support Strategy in line with Group Strategy and work closely with colleagues to ensure the operational and customer priorities are reflected in effective and sustainable services.
• Ensure Care and Support operational support services deliver on the prescribed key performance indicators.
• Ensure that all operational support teams respond to any service improvement plans.
• Collaborate and work closely with Business Development & Strategy on the identification and implementation of new business opportunities in services, contracts and potential acquisitions.
• Take an active role in the identification and implementation of best practice, innovation and continuous improvement of the services with senior operating managers.
• Mitigate and manage risks around Care and Support service by ensuring policies and procedures are consistently embedded and take an active role in reviewing quality audits to ensure effective operation of services.
• Collaborate and work closely with the Quality & Improvement function to identify priorities for improvements in service delivery, mitigate risks and improves the customer experience.

Influencing

• Ensure that the stakeholder relationships that impact upon the operational support business are effectively managed Regional and locally.
• Develop effective working relationships with other senior colleagues across TRG, collaborating effectively to ensure Care and Support services benefit from being part of the wider Group.
• To maintain effective relationships with all colleagues, including the Executive team, Senior Leaders, Managers and Teams
• To be