The role supports the Head of Operations and manages the day-to-day operations of the Resident Welfare Team. The team works closely with the Probation Service, Customer Service Centre, and Property Team to ensure clients leaving prison transition smoothly into their accommodation.
The post holder manages a team of Resident Welfare Officers to provide housing-related support to people leaving prison, enabling them to maintain their accommodation and move on to settled housing and independent living. The role also involves partnership and collaborative working with colleagues, external agencies, third parties, and charitable organizations to support resettlement, community cohesion, and sustainability.
Principle Accountabilities
* Manage the Resident Welfare Officer Team to deliver a person-centred service, including out-of-hours provision.
* Procure and maintain accommodation to required standards. Lead, manage, motivate, and support staff to meet contractual requirements.
* Create a culture of continuous improvement, embedding ownership, accountability, and recognition.
* Ensure safeguarding and welfare are integrated into service processes.
* Achieve contractual compliance and meet Key Performance Indicators, internal, and commercial targets.
* Manage risks through planning and service delivery, escalating issues to senior management as needed.
* Develop and maintain relationships with internal teams, third parties, and external organizations to support service delivery and property procurement.
* Deliver a customer-focused service, tailoring support to individual needs with cultural sensitivity. Work collaboratively with central and local teams for seamless service delivery.
* Report on performance and service metrics, escalating risks and concerns promptly. Keep records and IT data accurate and up-to-date.
* Support adhoc projects and provide cover for colleagues within Mears Housing Management.
* Ensure compliance with Mears' code of conduct, contractual terms, policies, and procedures.
Role Criteria
* Flexible approach and ability to work under tight deadlines.
* Management and/or leadership experience.
* Effective communication skills, both written and spoken.
* Ability to work independently.
* Understanding of differing cultures.
* Experience working collaboratively and adopting a partnership approach.
* Experience in a similar role.
* Full UK Driving License.
Benefits
* 25 days annual leave plus bank holidays.
* Annual Mears Fun Day as a thank you from the Executive team.
* Paid volunteering leave to support community engagement.
* Staff perks through Mears Rewards, including discounts, vouchers, and schemes.
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