Head of Community Services
Location: Oldham (hybrid)
Salary: £69,495
Job Type: Permanent
Full, clean driving licence and access to own vehicle desirable
Purpose of the post
Responsible for leading, managing and developing the Community Services team to ensure an outcome based approach is taken to service delivery. Providing the relevant support to the Operations Director Customer First to support the development and delivery of the strategic delivery plan.
Responsible for the interpretation and implementation of the strategic delivery plan to support the vision of the development of thriving communities by designing community based interventions in conjunction with a range of internal functions and external partners to ensure positive outcomes for customers and the communities we operate in.
Responsible for increasing customer satisfaction through the delivery of innovative and efficient customer services through the Community Services Team within a strong performance framework that seeks continuous improvement.
Responsible for the strategic delivery and performance reporting of FCHO’s social value agenda, ensuring measurable, high-impact outcomes across our communities. This includes developing and implementing frameworks that align with corporate priorities, driving innovation in community investment, and embedding social value across the organisation. Accountable for evidencing impact, influencing policy, and fostering partnerships that amplify our contribution to local wellbeing and prosperity.
Role Responsibilities
* To encourage and adopt a flexible approach to service delivery across the Community Service Team. Ensuring that team members are responsive to the needs of the customer and are utilising all available data and customer feedback to generate innovative solutions to service issues and routine delivery.
* To lead on the design, development and implementation of our Thriving Communities offer. Co-ordinating internal and external partners to develop the offer and to ensure that relevant data is utilised to inform the delivery of interventions to improve customer’s lives.
* To proactively manage the monitoring and reporting of performance through the analysis of all available business intelligence, developing strategies for addressing areas of underperformance, benchmarking and driving best practice across the Community Service Team.
* To influence, design and develop innovative solutions to improve the delivery of customer centric services including the best use of the available digital technologies to promote a mobile working approach and improve customer choice for service access.
* Responsible for forecasting and managing expenditure with Finance Business Partners to ensure overall budgets are not exceeded. To ensure value for money and continual improvement year on year whilst ensuring that processes are in place allowing contracts to be monitored effectively and robustly.
* To nurture an environment that supports the leadership, motivation and development of the team through training, coaching and performance management to ensure that the team achieves or exceeds the levels set by agreed KPIs delivering assurance to Executive Team and Board.
* Accountable for ensuring and delivering effective scrutiny of FCHO services and reviewing compliance against the RoSH Consumer Standards, making appropriate changes and recommendations to the Executive Team improve FCHO services
* To manage and be accountable for the provision of volunteering and placement opportunities within FCHO and to increase and develop colleague volunteering within the wider community.
Education & qualifications
* Level 5 Housing-related qualification or willingness to work towards
* Relevant academic, vocational qualification, professional membership (or eligibility for such) or experience
* Evidence of continuous professional development in leadership, social value and customer service
Experience
* Experience of leading a multi-disciplinary work area; either one function with range of different professionals or more than one discrete function.
* Experience of working in support and customer services role in a Housing Association or an ALMO.
* Experience of managing people, including carrying out disciplinary/capability/grievance processes.
* Experience of managing budgets effectively.
* Experience of developing and setting KPI’s, analysing performance data, including monitoring and reporting on performance.
* Experience of managing and promoting continuous improvement.
* Experience of leading the design, development and successful delivery of projects.
* Experience of developing and implementing strategy, policy and procedures which are EIA compliant.
* Experience of collaborative team and partnership working across a multi-disciplinary teams/partners including health, education, customer engagement, support and enforcement
What's in it for you?
When you become a part of the FCHO team, you receive a range of fantastic benefits, including:
* A 37-hour working week with hybrid working options
* Holiday entitlement is 30 days plus one shut down day and eight bank holidays.
* Defined contribution pension scheme with an employer contribution of up to 10%. We also offer a pension salary exchange scheme for eligible colleagues, helping colleagues to take home more of the money they earn
* Death in service benefit
* Automatic enrolment into a healthcare cash plan
* Automatic enrolment into a private health insurance plan
* Access to an Employment Assistance Programme
* Access to Doctorline, a 24/7 worldwide GP helpline for you, your partner and your children
* Access to our colleague benefit platform which offers discounts on hundreds of high street brands as well as providing education, support and tools to help you to live a healthier and happier life
* Discounted gym membership
* Professional subscriptions are paid for by the business where they are an essential requirement of your role.
* Enhanced maternity, paternity, adoption and sick pay
* Access to an on-site wellbeing room
* Access to an on-site café
* Long service awards
Interviews and assessments to take place as soon as possible and we reserve the right to close the application process early if we receive a large amount of applicants.
We are committed to building an organisation that represents a variety of backgrounds, perspectives and skills & are proud to be an equal opportunity workplace. As an equal opportunities employer, FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.
We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother, please let us know & we’ll do all we can.