Role Overview - What is it?

We are expanding at pace, simultaneously designing, mobilising and operating a range of new Supported Housing services, all of which against the backdrop of new legislation (eg SHRoA and TSMs) and alongside existing TA and MOJ service delivery and expansion.

As the Business Support Manager, you will play a pivotal role in driving operational excellence, to support the delivery of outstanding customer focused services, ensuring a responsive service to a broad range of internal and external stakeholders.

The Business Support Manager supports the delivery of high-quality housing services by ensuring effective oversight and management of safeguarding referrals, complaints, anti-social behaviour (ASB) reports, and serious incidents. This role plays a key part in maintaining accountability, promoting resident safety, and supporting continuous service improvement through robust monitoring and reporting.

The post holder will support corporate governance, including the coordination and servicing of Operational, senior management and executive boards.

Main Duties - What needs to be done?

Monitoring & Case Coordination

• Monitor, administer and manage, as required, the receipt and logging of safeguarding referrals, complaints, ASB reports, and serious incidents across housing, accommodation and support services.
• Identifying and escalating issues that present greater corporate level risk to relevant Executive Leads
• Assign cases to relevant teams or officers, ensuring timely and appropriate action is taken.
• Supporting colleagues from across the business by providing critical friend support to the drafting of appropriate responses, ensuring the business is presented in a professional light, at all times.
• Track case progress, maintain accurate records, and issue reminders or prompts to ensure compliance with service standards and regulatory requirements.
• Escalate delays or concerns to management where necessary.

Data Management & Reporting

• Define key performance indicators (KPIs) to measure the success of service delivery. Use data analysis and reporting tools to track progress and enable data-driven decisions that hence the standard of service delivery and align with the overall business objectives
• Extract and analyse case data to support the production of monthly dashboards and performance reports.
• Identify trends, recurring issues, and areas for service improvement.
• Contribute to reports for the senior managers, ExCo the Advisory Board, and external regulators / commissioners / stakeholders as required.

Governance & Compliance

• Ensure all monitoring activities align with internal policies, housing sector regulations, and safeguarding frameworks.
• Support audits, inspections and reviews by providing accurate and timely data.
• Contribute to the development and refinement of monitoring tools and processes.

Corporate Governance

• Coordinate and service internal meetings including, but not limited to, ExCo monthly, the Advisory Board bi-monthly, Project Boards and the Business Management Board
• Coordinate, plan, manage and arrange internal and external meetings and events
• Maintain and update key business documentation, including KPIs and compliance records
• Support corporate governance processes and ensure effective coordination of operational boards
• Develop and maintain project plans, risk registers, budgets and performance dashboards.
• Work as part of the wider Business Support Manager team to provide high-level administrative and project support across departments.

Scope and Accountability - Which bits are involved?

• Legislative / Compliance - Supported Housing (Regulatory Oversight) Act 2023, Regulator of Social Housing Standards, HB / CT Legislation, Welfare Guidelines, Care Act 2014 (ref Safeguarding Adults), Children Act 1989 (ef Safeguarding for Children), Regulatory Reform Fire Safety Order 2005, UK GDPR, DPA 2018, and related Housing Related topics.
• Governance - Internal Policies (eg Financial Regulations, Safeguarding, EDI, GDPR and Data Protection).

Relationships - Who will I be working / engaging with?

• Internal Stakeholders - Managing Directors / COO / CFO / Executive Directors / Heads of Service / SMEs / Lived Experience Groups (where necessary) / Frontline Teams, IT Dept / IT Contractor
• External Stakeholders - Omni-Ledger / External IT Contractor / Local Authorities / Commissioners

Competencies - Who with and your skill level?

Essential:

• Experience in a housing, safeguarding, or governance-related roles within an organisation of similar size / scale
• Experience in business support and project management
• Strong organisational skills with the ability to manage multiple priorities and deadlines
• Methodical and detailed orientated, ensuring accuracy in data handling and reporting
• Excellent communication (written and verbal)
• Proficiency / experience with case management systems
• Self-motivated and able to work independently
• Strong interpersonal and communication skills, with the ability to work collaboratively across housing, accommodation and support teams.
• Resilient, with a strong sense of integrity and professionalism

Desirable:

• Knowledge of housing legislation, safeguarding protocols, and ASB case management.
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