Specialist Contracts & Operations Lead

Location: Writtle House, Colindale, London, NW9 5HA

Start Date: ASAP

Contract Duration: 2+ Months

Working Hours: Mon - Fri, 09:00 - 17:00, 37 Hours per week

Pay Rate: £ 48.96 per hour 

Job Ref: OR8558

Responsibilities

Manage and motivate your team to deliver exceptional housing management services to our residents.

Oversee individual team members and be responsible for staff development through training, one-to-ones, annual appraisals, objective setting, and addressing performance issues.

Deliver a customer-focused, compliant, value-for-money service that embraces business culture, legislation, and best practices.

Ensure compliance with all relevant policies and procedures and provide leadership and direction to your team.

Drive performance by achieving targets while maintaining a strong customer focus and fostering an inclusive organization.

Consider residents' vulnerabilities, tailoring services to meet their needs and provide appropriate support.

Produce performance reports for clients, committees, and other interested parties as required.

Identify priority areas for action and develop, oversee, and deliver outcomes for priority neighborhood plans.

Strive to improve and increase resident engagement.

Deputize for the Director of Specialist & Landlord Partnering at key strategic partnership meetings.

Attend resident meetings when required, which may occur outside of normal working hours.

Ensure lone working guidance is followed by your teams.

Conduct quality assurance checks to ensure compliance with contractual/service standards, policies, and procedures.

Monitor demand and manage your teams' resources flexibly to ensure essential services are delivered.

Ensure compliance with Risk Hub actions, tenancy fraud, and gas capping procedures.

Respond to residents' inquiries, complaints, MPs, and Cllr inquiries promptly.

Maintain an effective contract management framework, including systems for validation.

Foster strong working relationships with the client, general manager, and repairs contractor.

Ensure strong governance across all contractual obligations and have strong budget and finance management controls.

Person Specification, Skills & Qualifications

Excellent communicator with the ability to understand, interpret, and explain complex information.

Strong analytical skills and ability to produce management reports.

Good negotiating and influencing skills essential for successful collaboration with internal and external stakeholders.

Strong decision-maker who takes ownership and responsibility for outcomes.

Excellent written and verbal communication skills, with experience in stakeholder management and relationship building.

Self-motivated, able to work under pressure, meet tight deadlines, and resolve unexpected issues.

Ability to handle crisis situations focusing on the needs of residents and the business.

Experience in monitoring and managing contracts within the Social Housing Sector/PFI sector.

In-depth knowledge and understanding of relevant legislation and policy frameworks.

Extensive experience in negotiation to achieve business benefits and results.

Flexible to meet customer and business needs, including evening and weekend work.

Provide out-of-hours telephone support, advice, and instructions, or attend major incidents on site.

Work from other office locations when required.

Lead, motivate, and develop multi-skilled teams.

Excellent IT literacy.

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