Estate Services Supervisor - #1796212

Job Title: Estate Services Supervisor

Contract Type: Permanent

Salary: £37,397.94 per annum

Working Hours: 35 hours per week

Working Pattern: Monday To Friday 8am to 4pm

Location: London / Millwall office 12 the quarterdeck E14 8SJ

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as Estate Services Supervisor

In this role you will Manage, monitor and support the Estates Services Operatives and Concierge Service staff – to ensure excellent services are provided to residents and continuous improvement is maintained. Also you will liaise with all residents to ensure their views are central to driving service delivery and standards. Ideally in this role you will contribute to the quality and health and safety of the environment by becoming a champion for customers taking responsibility for making our estates and communal areas a great place to live also you will respond quickly and efficiently to emergencies, across schemes and outside normal working hours on occasions.

About You

We are looking for someone with:

• Experience with managing large teams of operatives, 20+ staff.
• A wealth of experience about how to delight customers and manage expectations.
• A commitment to social housing.
• A ‘can-do’ attitude and solutions-driven, innovative approach that has successfully modernised services.
• A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
• Confidence and strong communication skills, and an understanding of how to manage difficult conversations face to face.
• An excellent understanding of health & safety legislation (including fire safety) relating to estates management.
• The ability to work effectively on their own initiative and in caretaking teams.
  
  

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working With Us, You’ll Enjoy

Competitive pay & generous pension

28 days holidays plus bank holidays

Flexible working options available

Investment in your learning, personal development and technology

A wide range of benefits

Diversity And Inclusion At Riverside

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Job Purpose And Background

Housing Operations’ services are a hub of customer-focused teams pooling our expertise to strengthen front-line operations. We are adept at combining commercial and social values to deliver a range of great customer-focused landlord, housing management and support services to over 12,000 customers in London, Berkshire & Oxford. As part of the housing services team, we work closely with our internal partners in City style, One Direct & Social Mobility.

The Estate Services team provides a high quality, cost effective & responsive cleaning and grounds

maintenance service, working closely with the regional housing teams, landlord services, residents and

external contractors.

As An Estate Services Supervisor You Will

• Inspire, motivate and develop a confident, highly skilled team who are focused on keeping our grounds and communal spaces clean, safe and highly desirable, exceeding customer expectations and delivering high levels of satisfaction.
• Manage, monitor and support the Estates Services Operatives and Concierge Service staff – to ensure excellent services are provided to residents and continuous improvement is maintained.
• Proactively liaise with all residents to ensure their views are central to driving service delivery and standards.
• Contribute to the quality and health and safety of the environment by becoming a champion for customers taking responsibility for making our estates and communal areas a great place to live
• Respond quickly and efficiently to emergencies, across schemes and outside normal working hours on occasions.
• Develop and implement systems and processes that ensure an efficient estate management service for your area, working with your colleagues and housing staff to understand the best approach for individual schemes.
• Contribute to excellent management of our homes by taking a holistic approach to estate management – recognising how issues of ASB, vandalism and fly-tipping impact on estates and working with housing teams to prevent misuse.
• Make best use of environmental improvement funds, recommending improvements to estates and working with housing, One Direct and Citystyle to create vibrant neighbourhoods.
• Contribute to the development of new services that reflect residents’ needs, tailored to respond to the environment and customers.
  
  

Principle Outputs & Responsibilities

Customer services:

• Ensure excellent customer services resolving queries at the first point of contact
• Take ownership and responsibility for everything you do striving to perform at a high level at all times
• Ensure you are the friendly face, welcoming voice and reliable person at every interaction; managing, all customer requests for assistance or information.
• Communicate clearly at all levels, being responsive, caring and managing challenging conversations with calm and efficiency.
• Get to know our service, improving service delivery by creating a fantastic experience for residents at every contact; and ensuring high levels of customer satisfaction.
  
  

Staff Management

• Create an enthusiastic team, who are knowledgeable, determined and able to ensure all customer contact is a positive experience.
• Create a team culture which supports and fosters a positive team spirit.
• Coach and train team members so that they are the very best that they can be and fully understand the health & safety environment in which they work.
• Effectively manage and oversee supplies of equipment and services such as, tree management contract, vehicle leases, uniforms & PPE provision, cleaning and caretaking product supply, equipment, machinery and plant acquisition and maintenance, provision of agency cover staff, domestic and fly tipped waste removal and disposal and to ensure that demonstrable value for money is central to all areas of service delivery.
• Manage performance quickly and effectively.
  
  

Modernising The Service

• Support better ways of working that drive efficiency, promote excellence and ensure value for money
• Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values
• Meet KPIs achieving upper quartile performance
• Maintain up to date knowledge and understanding of best practice in customer services continually learning, developing and improving.
  
  

Collaborative & team working

• Create and enhance internal collaboration ensuring a high level of performance is maintained
• Work with staff across all services to focus on getting the right solution first time for our residents.
• Take ownership and responsibility for everything you do striving to perform at a high level at all times.
• Support your colleagues by co-ordinating your work to meet demand and training less experienced staff members
• Contribute to creating and reviewing procedures for how you and your colleagues work, resolving issues as a team so that we can continually learn and improve
  
  

Essential Knowledge, Skills And Experience

You will bring

• Experience with managing large teams of operatives, 20+ staff.
• A wealth of experience about how to delight customers and manage expectations.
• A commitment to social housing.
• A ‘can-do’ attitude and solutions-driven, innovative approach that has successfully modernised services.
• A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
• Confidence and strong communication skills, and an understanding of how to manage difficult conversations face to face.
• An excellent understanding of health & safety legislation (including fire safety) relating to estates management.
• The ability to work effectively on their own initiative and in caretaking teams.
• Caretaking / cleaning / gardening work experience of a high standard.
  
  

You will be

• A proactive and confident person who uses their initiative to continuously improve services.
• A team player who is always around when needed and willing to support others during the most challenging times, able to step outside your role when the service demands.
• Confident in undertaking caretaking, cleaning and gardening duties, usually as part of a team but often organising your own work and looking after a particular area.
• Someone who demonstrates a high level of professionalism in their work at all times, working with minimal supervision to complete tasks accurately the first time.
• A pro-active problem solver who can identify and resolve issues quickly and calmly.
• Resilient and ready to take responsibility when things go wrong, maintaining a professional approach.
• Receptive to feedback seeing it as a vital part of your work and want to continually improve, learn and develop your skills
• Highly organised and great at prioritising in a busy environment.
• Educated to a good standard in English and Maths.
  
  

Professional Qualifications And Membership

• IoSH desirable
  
  

Decision Making Accountability

• Managing service provision to blocks/schemes on the designated patch
• Proactive complaint management, i.e. ensuring noticeboards are fitted with ticksheets and pens
• Staff resourcing
• Environmental improvement bids
• Collaborating with relevant local authorities as well as specialist service providers for refuse collection and grounds maintenance
  
  

Other Duties

• Ensure that responsibilities for Health and Safety are properly understood and discharged as defined in One Housing Group’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people.
• Comply fully with Riverside policies and procures including the standing orders and financial regulations.
• Wear the Riverside and the relevant protective clothing / equipment.
• Comply with the Equal Opportunities and Diversity Policy
• Comply with the data protection act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public)
• To carry out any other reasonable duties as required.