The post-holder will play a key role in our Resident Services team - primarily responsible for the provision of resident centred services across our housing portfolio in Birmingham, with occasional travel to Bradford.
The Resident and Support Manager will lead a multi-disciplinary team, who are responsible for the full resident journey, from referral and assessment, investigating anti-social behaviour (ASB), safeguarding issues and complaints. They will ensure the delivery of high-quality support and identify sustainable move on options. By using a case management approach, the Resident Services Manager will provide advice and support to their team, to achieve positive outcomes for residents.
The Resident and Support Manager will also work closely with the Resident Experience team to deliver a programme of resident activities and be proactive in the support of gathering resident insight, data and feedback to improve services and achieve positive outcomes.
The job description is not intended to be an exhaustive list, but an outline of the main responsibilities of the post. It will be reviewed periodically to take account of changes and developments in service requirements, regulations and legislation. Any changes will be discussed fully with the job holder.
Key Responsibilities
As the Resident and Support Manager you will play a pivotal role in leading a proactive, multi-disciplinary team dedicated to enhancing the resident journey. You will be responsible for ensuring high quality support services, fostering resident independence, and driving continuous service improvement through effective leadership and collaboration.
You will oversee the full end-to-end resident journey, ensuring that every interaction is positive, supportive, and outcome focused. You will lead your team in managing anti-social behaviour (ASB), safeguarding concerns, and complaints. You will adopt a case management approach, that clearly prioritises early intervention, working in partnership, and supporting resident well-being.
A key responsibility is assuring the quality of support services delivered by partner Managing Agents. This includes developing robust monitoring systems, identifying areas of concern, and taking proactive steps. You will ensure that residents receive consistent, high-quality support that meets their needs and expectations.
The role supports the implementation of a referral and assessment service aimed at sustaining occupancy levels and minimising risk. It also focuses on maximising opportunities for residents to transition into independent living.
You will also be responsible for thoroughly investigating Stage 1 complaints, ensuring that any learning is embedded into practice. Additionally, you will be accountable for performance standards and of making sure they are met or exceeded.
As the post-holder you will support a vibrant programme of engagement activities, including resident meetings and coffee mornings to collect feedback through surveys and consultation events.
Your leadership will be key in effectively managing operational processes, and ensuring they align with both policy and best practice. You will cultivate strong relationships with stakeholders, partners, external agencies, and lead projects that drive service innovation.