About the Role
The role will support the Head of Operations, and manage the day to day operations of the Resident Welfare Team working closely with the Probation Service, the Customer Service Centre and the Property Team to ensure clients leaving prison transition smoothly and efficiently into their accommodation.
1. The post holder will manage a team of Resident Welfare Officers to provide housing related support to people leaving prison to enable them to maintain their accommodation and to support move on into settled accommodation and their aspirations for independent living.
2. The role also requires partnership and collaborative working with colleagues, external agencies, third parties and charitable organisations to support resettlement, move on and community cohesion and sustainability.
Principle Accountabilities
3. Responsible for the day-to-day management of the Resident Welfare Officer Team ensuring a comprehensive person-centred service which includes out of hours provision
4. Ensure accommodation provided is procured and maintained to required standards Lead, manage, motivate and support staff to deliver contractual requirements.
5. Create positive, continuous improvement culture within the business, embedding and managing through the principals of ownership & accountability and reward and recognition.
6. Delivery of service to ensure safeguarding and welfare are fully considered and embedded in processes.
7. Delivery of contractual compliance and successful outcomes of all Key Performance Indicators, internal and commercial targets.
8. Management of risks through effective planning and service delivery; escalating to senior management for action in a timely manner.
9. Management and development of relationships with internal colleagues, third parties and external organisations to support service delivery and property procurement.
10. Overall responsibility for the delivery of a customer focused service to our service users ensuring a tailored approach to meet individual needs whilst being culturally aware and sensitive of circumstances Work collaboratively and proactively with centralised and local teams to ensure delivery of and seamless and excellent service.
11. Delivery of performance and service reporting as requested by line manager, escalating all risks and concerns to ensure full resolution Ensure all records and IT data on systems remains updated with accurate information to meet contractual requirements.
12. Undertake adhoc projects and provide support and cover for colleagues and teams within Mears Housing Management
13. Ensure full compliance with Mears code of conduct, contractual terms and group policies & procedures
Role Criteria
14. A flexible working approach and the ability to work to tight deadlines.
15. Management and/or Leadership Experience
16. Ability to communicate effectively with colleagues and clients- Excellent written and spoken communicator
17. Ability to work well under own initiative.
18. Ability to understand differing cultures
19. Evidence of working collaboratively and adopting a partnership approach
20. Demonstrable experience of working in a similar based role
21. Full UK Driving License
Benefits we can offer you
22. 25 days annual leave plus bank holidays
23. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
24. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
25. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
26. Family friendly policies
27. Company Car, Fuel Card or Car allowance