ASB Service Manager: Lead Safer Communities

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

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.