Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Inspire, motivate and develop a confident, highly skilled team who are focused on keeping our grounds and communal spaces clean, safe and highly desirable, exceeding customer expectations and delivering high levels of satisfaction.

• Manage, monitor and support the Estates Services Operatives and Concierge Service staff – to ensure excellent services are provided to residents and continuous improvement is maintained.
• Proactively liaise with all Customers to ensure their views are central to driving service delivery and standards.
• Contribute to the quality and health and safety of the environment by becoming a champion for customers taking responsibility for making our estates and communal areas a great place to live.
• Respond quickly and efficiently to emergencies, across schemes and outside normal working hours on occasions.
• Develop and implement systems and processes that ensure an efficient estate management service for your area, working with your colleagues and housing staff to understand the best approach for individual schemes.
• Contribute to excellent management of our homes by taking a holistic approach to estate management – recognising how issues of ASB, vandalism and fly-tipping impact on estates and working with housing teams to prevent misuse.
• Make best use of environmental improvement funds, recommending improvements to estates and working with colleagues and stakeholders to create vibrant neighbourhoods.
• Contribute to the development of new services that reflect customer’s needs, tailored to respond to the environment and customers.

Customer Services

• Ensure excellent customer services resolving queries at the first point of contact.
• Take ownership and responsibility for everything you do striving to perform at a high level at all times.
• Ensure you are the friendly face, welcoming voice and reliable person at every interaction; managing, all customer requests for assistance or information.
• Communicate clearly at all levels, being responsive, caring and managing challenging conversations with calm and efficiency.
• Get to know our service, improving service delivery by creating a fantastic experience for residents at every contact; and ensuring high levels of customer satisfaction.

Staff Management

• Create an enthusiastic team, who are knowledgeable, determined and able to ensure all customer contact is a positive experience.
• Create a team culture which supports and fosters a positive team spirit.
• Coach and train team members so that they are the very best that they can be and fully understand the health & safety environment in which they work.
• Effectively manage and oversee supplies of equipment and services such as, tree management contract, vehicle leases, uniforms & PPE provision, cleaning and caretaking product supply, equipment, machinery and plant acquisition and maintenance, provision of agency cover staff, domestic and fly tipped waste removal and disposal and to ensure that demonstrable value for money is central to all areas of service delivery.
• Manage performance quickly and effectively.

Modernising The Service

• Support better ways of working that drive efficiency, promote excellence and ensure value for money.
• Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values.
• Meet KPIs achieving upper quartile performance.
• Maintain up to date knowledge and understanding of best practice in customer services continually learning, developing and improving.

Collaborative & Team Working

• Create and enhance internal collaboration ensuring a high level of performance is maintained.
• Work with staff across all services to focus on getting the right solution first time for our residents.
• Take ownership and responsibility for everything you do striving to perform at a high level at all times.
• Support your colleagues by coordinating your work to meet demand and training less experienced staff members.
• Contribute to creating and reviewing procedures for how you and your colleagues work, resolving issues as a team so that we can continually learn and improve.

Person Specification

Essential

Knowledge, Skills and Experience

• Experience with managing large teams of operatives, 20+ staff.
• Experience within social housing sector.
• Excellent customer service skills and ability to manage expectations.
• A ‘can-do’ attitude and solutions-driven, innovative approach that has successfully modernised services.
• Confidence and strong communication skills, and an understanding of how to manage difficult conversations face to face.
• An excellent understanding of health & safety legislation (including fire safety) relating to estates management.
• Management experience across a range of different roles from Concierge service to Caretaking.
• Educated to a good standard in English, Maths and IT.

Desirable

• IOSH
• Full UK driving licence

About Us

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours

Creating an Inclusive Environment