ASB Service Manager — Lead Safe Communities Team

Stonewater; England; On-site; GBP 45,000 - 55,000; Full time

Job summary

Stonewater is seeking an experienced ASB Service Manager on a fixed-term maternity-cover contract. The role leads a specialist team to manage complex anti-social behaviour and safeguarding cases, delivering safer communities and high-quality customer outcomes within a national framework.

You will coach and develop staff, partner with Locality Teams, and influence service delivery using data-driven insights to improve performance and customer experience. Strong housing knowledge is essential.

Qualifications

• Significant management experience in a customer-focused environment.
• Experience leading, motivating and developing high-performing teams.
• Strong coaching and mentoring capability.
• 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.

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

Stakeholder management

Data-driven service delivery

Commercial awareness

Problem solving

Education

CIH Level 3/4

Job description

Stonewater is seeking an experienced ASB Service Manager on a fixed-term maternity-cover contract. The role leads a specialist team to manage complex anti-social behaviour and safeguarding cases, delivering safer communities and high-quality customer outcomes within a national framework.

You will coach and develop staff, partner with Locality Teams, and influence service delivery using data-driven insights to improve performance and customer experience. Strong housing knowledge is essential.