Contract Support Manager (Investment Programmes)

Great Places Housing Group; Manchester; On-site; GBP 51,000; Full time

Job summary

A leading housing organization is seeking a Contract Support Manager to oversee investment programmes and ensure compliance and safety. This role involves managing a team, delivering exceptional customer service, and driving service improvements. The ideal candidate will have experience in social housing and a strong commitment to community engagement.

Benefits

Pension scheme with up to 10% contribution

Healthcare savings options

26 to 30 days annual leave plus bank holidays

Professional membership fee coverage

Discounts on high street, restaurants, and gyms

Hybrid and flexible working options

Wellbeing initiatives throughout the year

Qualifications

• Experience in delivering social housing investment programmes and building safety projects.
• A track record of delivering excellent customer-focused services.
• Proven experience in managing and developing teams.

Responsibilities

• Lead a team of Project Safety Coordinators, Customer Liaison Officers and Programme Coordinators.
• Develop and maintain processes to manage service requests effectively.
• Ensure high levels of customer satisfaction and service excellence.

Skills

Customer-focused service

Analytical skills

Problem-solving skills

Job description

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Client Talent Acquisition Team Leader @ IRIS | Networx | Recruiter | Diversity & Inclusion Advocate

Salary Up to £50,723

Location Didsbury, Manchester

This is a Permanent, Full Time

35 hours per week

As Contract Support Manager, you will lead a team of Project Safety Coordinators, Customer Liaison Officers and Programme Coordinators to support the definition and delivery of annual investment programmes, building safety, and compliance work. You’ll focus on delivering a consistently high level of customer satisfaction and service excellence.

What you’ll be doing

• Developing and maintaining processes to manage service requests effectively, using team resources efficiently to meet changing demands within the department.
• Responding courteously and efficiently to enquiries related to the delivery of investment programmes.
• Delivering a high-quality, customer-focused service that achieves consistently high levels of satisfaction.
• Ensuring customers are kept informed through regular updates and accessible communication, using a variety of formats to deliver a visible and responsive service.
• Attending residents’ meetings and visiting residents in their homes where required.
• Taking a leading role in supporting investment programme delivery, as well as building safety and compliance projects.
• Chairing and minuting regular team meetings.
• Reviewing management reports, interpreting data to make informed operational decisions.
• Managing complaints in line with policy and implementing service improvements based on customer feedback.
• Drafting clear and accurate business performance reports.
• Managing and developing individuals through regular 1:1s, supporting training and development plans for yourself and your team within defined deadlines.

What you’ll need

• Experience in delivering social housing investment programmes and building safety projects
• A track record of delivering excellent customer-focused services
• Experience in leasehold management, including health and safety compliance
• Proven experience in managing and developing teams
• Proficiency in using in-house and bespoke IT systems
• Ability to use your own initiative and remain calm under pressure to meet deadlines
• Strong analytical and problem-solving skills
• Knowledge of relevant leasehold, landlord and tenant legislation
• A full UK driving licence and access to your own transport

What we need from you

• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
• A passion to advocate on behalf of people and communities
• Respecting professional boundaries and conducting yourself in a professional manner at all times.
• A commitment to work in partnership with others for the benefit of Great Places
• A commitment to continuous learning and improvement
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity
• An ability to work in uncertainty.
• To be professional and work with integrity, inclusivity, and respect for diversity

What we give you in return for your hard work and commitment

• Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
• WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members
• Annual leave ¦ Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays
• Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’
• Professional Fees ¦ The business pays the cost of one professional membership fee for each colleague
• The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Ways of Working¦ We offer some hybrid and flexible working
• Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  Civic and Social Organizations and Non-profit Organizations

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