Contract Support Manager (Investment Programmes)
Salary Up to £50,723
Location Didsbury, Manchester
This is a Permanent, Full Time
35 hours per week
As Contract Support Manager, you will lead a team of Project Safety Coordinators, Customer Liaison Officers and Programme Coordinators to support the definition and delivery of annual investment programmes, building safety, and compliance work. You’ll focus on delivering a consistently high level of customer satisfaction and service excellence.
What you’ll be doing
*
Developing and maintaining processes to manage service requests effectively, using team resources efficiently to meet changing demands within the department.
*
Responding courteously and efficiently to enquiries related to the delivery of investment programmes.
*
Delivering a high-quality, customer-focused service that achieves consistently high levels of satisfaction.
*
Ensuring customers are kept informed through regular updates and accessible communication, using a variety of formats to deliver a visible and responsive service.
*
Attending residents’ meetings and visiting residents in their homes where required.
*
Taking a leading role in supporting investment programme delivery, as well as building safety and compliance projects.
*
Chairing and minuting regular team meetings.
*
Reviewing management reports, interpreting data to make informed operational decisions.
*
Managing complaints in line with policy and implementing service improvements based on customer feedback.
*
Drafting clear and accurate business performance reports.
*
Managing and developing individuals through regular 1:1s, supporting training and development plans for yourself and your team within defined deadlines.
What you’ll need
*
A management qualification (ILM, CIH, or equivalent) – desirable
*
Experience in delivering social housing investment programmes and building safety projects
*
A track record of delivering excellent customer-focused services
*
Experience in leasehold management, including health and safety compliance
*
Proven experience in managing and developing teams
*
Proficiency in using in-house and bespoke IT systems
*
Ability to use your own initiative and remain calm under pressure to meet deadlines
*
Strong analytical and problem-solving skills
*
Knowledge of relevant leasehold, landlord and tenant legislation
*
A full UK driving licence and access to your own transport
What we need from you
*
A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
*
A passion to advocate on behalf of people and communities
*
Respecting professional boundaries and conducting yourself in a professional manner at all times.
*
A commitment to work in partnership with others for the benefit of Great Places
*
A commitment to continuous learning and improvement
*
Ability to work flexibly and when needed outside normal working hours to ensure service continuity
*
An ability to work in uncertainty.
*
To be professional and work with integrity, inclusivity, and respect for diversity
What we give you in return for your hard work and commitment
Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members
Annual leave ¦ Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays
Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’
Professional Fees ¦ The business pays the cost of one professional membership fee for each colleague
The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
Ways of Working¦ We offer some hybrid and flexible working
Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing