Anti-Social Behaviour (ASB) Service Manager

Stonewater; Coventry; On-site; GBP 47,000 - 51,000; Full time

Job summary

Stonewater is seeking an experienced Anti-Social Behaviour Service Manager to lead a specialist ASB team across housing and community safety. Based in the Customer Experience directorate, you will shape service delivery, support vulnerable customers and drive high standards of customer outcomes.

You’ll coach and develop caseworkers, collaborate with Locality Teams and external partners, and use data to continuously improve services. This is a fixed-term maternity cover with a national impact.

Qualifications

• Significant management experience within a customer-focused environment.
• Experience leading, motivating and developing high-performing teams.
• Strong coaching and mentoring capability.
• A thorough understanding of housing, community safety and anti-social behaviour legislation and practice.
• Experience preparing complex ASB court bundles and presenting legal cases.
• Excellent stakeholder management and partnership-working skills.
• Experience using performance data, KPIs and SLAs to drive service delivery and continuous improvement.
• Strong commercial awareness, decision-making ability and problem-solving skills.
• CIH Level 3/4 qualification, or willingness to work towards achieving it.

Responsibilities

• Leading and developing a team managing complex ASB, safeguarding and managed relationship cases.
• Providing expert guidance and oversight on challenging and sensitive customer situations including domestic abuse, hate crime and safeguarding concerns.
• Taking ownership of complex casework and driving continuous improvement through learning and best practice.
• Managing and investigating Stage One and Stage Two complaints in line with the Housing Ombudsman's Complaints Code.
• Preparing and presenting legal cases and court documentation to a high standard.
• Building strong partnerships with Community Safety Partnerships, local authorities, and external agencies to improve outcomes for customers and communities.
• Using customer feedback, complaints data and behavioural insights to identify opportunities for service improvement and innovation.
• Supporting a culture of coaching, mentoring and professional development across the team.

Skills

People leadership

Team development

Coaching & mentoring

Stakeholder management

Performance data & KPIs

Commercial awareness

Decision making

Problem solving

ASB housing law knowledge

Education

CIH Level 3/4 qualification

Job description

£46,843 + £3,715 car allowance (per annum)

Fixed Term Contract until December 2027 (Maternity Cover)

Lead with purpose. Deliver safer communities.

Are you an experienced people leader with a passion for making a real difference to customers and communities?

We're looking for an Anti-Social Behaviour (ASB) Service Manager to lead a specialist team managing complex anti-social behaviour and community safety cases. This is an opportunity to shape service delivery, champion customer experience, and support vulnerable customers through some of the most challenging situations they may face. Based within the Customer Experience directorate, you'll play a pivotal role in delivering outstanding outcomes while helping to develop and evolve a modern, customer-focused service model.

What you'll be doing

As ASB Service Manager, you'll lead, coach and develop a team of specialist caseworkers, ensuring they are empowered to deliver excellent customer outcomes while maintaining high levels of engagement and performance. You’ll also work collaboratively with our five national Locality Teams, Retirement Living and Supporting Housing Teams to provide guidance and support.

Key responsibilities include:

• Leading and developing a team managing complex ASB, safeguarding and managed relationship cases.
• Providing expert guidance and oversight on challenging and sensitive customer situations including domestic abuse, hate crime and safeguarding concerns.
• Taking ownership of complex casework and driving continuous improvement through learning and best practice.
• Managing and investigating Stage One and Stage Two complaints in line with the Housing Ombudsman's Complaints Code.
• Preparing and presenting legal cases and court documentation to a high standard.
• Building strong partnerships with Community Safety Partnerships, local authorities, and external agencies to improve outcomes for customers and communities.
• Using customer feedback, complaints data and behavioural insights to identify opportunities for service improvement and innovation.
• Supporting a culture of coaching, mentoring and professional development across the team.

This is more than a management role. It's an opportunity to influence service delivery on a national scale, develop talented colleagues, and help create safer, stronger communities.

What we're looking for

You'll be an inspiring and resilient leader who combines strong operational management skills with a genuine commitment to customer service and community wellbeing.

You'll ideally bring:

• Significant management experience within a customer-focused environment.
• Experience leading, motivating and developing high-performing teams.
• Strong coaching and mentoring capability.
• A thorough understanding of housing, community safety and anti-social behaviour legislation and practice.
• Experience preparing complex ASB court bundles and presenting legal cases.
• Excellent stakeholder management and partnership-working skills.
• Experience using performance data, KPIs and SLAs to drive service delivery and continuous improvement.
• Strong commercial awareness, decision-making ability and problem-solving skills.
• CIH Level 3/4 qualification, or a willingness to work towards achieving it.

If you're passionate about customer experience, experienced in managing complex ASB services, and motivated by the opportunity to lead positive change, we'd love to hear from you.

Job Description - ASB Service Manager

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check (if applicable), satisfactory references and possession of a valid Right to Work document.

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.

Discover Stonewater

Stonewater is one of the UK’s largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.

Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces and young people's foyers.

Everything we do is centred on our customers. We build trusted relationships, create lasting social value and invest in homes, services and communities that enable people to live independently, realise their potential and thrive. Through innovation, collaboration and a long-term commitment to sustainability, we are helping shape stronger communities for the future.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.