Contracts Manager

Service Care Solutions; London Borough of Hackney; On-site; GBP 35,000 - 43,000; Full time

Job summary

PRHA's East London Apartments (ELA) in Tower Hamlets seeks an experienced Contract Manager to lead a team and ensure high-quality services for vulnerable residents. You will oversee contract performance, safety, and work with partners to deliver consistent outcomes.

The role emphasizes leadership, risk management, and continuous improvement while maintaining resident wellbeing and equality, diversity and inclusion in service delivery.

Qualifications

• Experience delivering positive outcomes for vulnerable individuals and communities.
• Strong leadership and people management skills including staff supervision, coaching and development.
• Knowledge of health and safety legislation, policies and procedures.
• Understanding of employment law and recruitment best practices.
• Ability to manage challenging situations calmly and professionally.

Responsibilities

• Lead, manage, supervise, coach and develop staff to deliver high-quality services.
• Monitor contract performance, service standards and targets and drive improvements.
• Ensure resident safety and wellbeing within a safe environment.
• Oversee health and safety policies and incident response.
• Manage risk, incidents and emergencies effectively.
• Ensure quality assurance through up-to-date assessments and plans.
• Collaborate with partners and stakeholders to ensure service excellence.
• Promote equality, diversity and inclusion in service delivery.
• Support investigations into complaints and staff misconduct when needed.
• Assist with recruitment and interview processes.

Skills

Leadership

People management

Contract management

Health & safety

Stakeholder engagement

Risk management

Job description

Location: East London Apartments (ELA), London Borough of Tower Hamlets Salary: £38,972.93 per annum Hours: 40 hours per week Contract: Permanent

Are you an experienced, motivated and passionate manager who wants to make a real difference in the lives of vulnerable people? PRHA is looking for a dedicated and proactive Contract Manager to join our team at East London Apartments (ELA), based in the London Borough of Tower Hamlets. This is an exciting opportunity for an individual with strong leadership, contract management and people management skills who is committed to delivering high-quality services and improving outcomes for vulnerable residents. As Contract Manager, you will play a pivotal role in ensuring that contractual obligations, service standards, organisational objectives and performance targets are consistently achieved. You will lead and support a team of staff, oversee the effective delivery of services and ensure that residents receive a safe, supportive and empowering environment in which they can develop and maintain independent living. Working collaboratively with internal teams, external agencies and key stakeholders, you will drive service excellence, promote continuous improvement and ensure that PRHA's values and commitment to quality are reflected in everything we do.

About the Role

• Leadership and Team Management: Lead, manage, supervise, coach and develop staff, ensuring they have the skills, knowledge and support needed to deliver an effective, high-quality service.
• Service and Contract Performance: Monitor contractual outcomes, service standards and performance targets, identifying opportunities for improvement and ensuring compliance with organisational policies and procedures.
• Resident Safety and Wellbeing: Work with internal and external partners to ensure vulnerable residents receive appropriate support in a safe, welcoming and supportive environment that promotes independence.
• Health and Safety: Ensure the building is maintained to a high standard and that all health and safety policies, procedures and responsibilities are effectively implemented.
• Risk and Incident Management: Oversee risk management systems, ensuring staff are equipped to prevent, manage and de-escalate incidents and respond appropriately to emergencies and crisis situations.
• Quality Assurance: Ensure assessments, support plans, risk assessments and multi-agency risk management plans are accurate, up to date and regularly reviewed.
• Partnership Working: Build and maintain effective relationships with key stakeholders, including HOST, VACT, Safer Neighbourhoods Teams, the Police, Probation Services, Health and Social Care and Substance Misuse Services.
• Resident Engagement: Promote equality, diversity and inclusion, ensuring residents and staff are actively involved in shaping and improving the service.
• Complaints and Investigations: Support the investigation and resolution of resident complaints and allegations of staff misconduct, ensuring matters are handled fairly and professionally.
• Staff Recruitment: Contribute to recruitment and retention activities, including shortlisting, interview preparation and conducting interviews.
• Emergency Response: Participate in the out-of-hours management on-call rota, providing leadership and support when required.

About You – What We’re Looking For

• Experience of delivering positive outcomes and improving the lives of vulnerable individuals and communities.
• Strong leadership and people management skills, including staff supervision, coaching, performance management and development.
• A sound understanding of health and safety legislation, policies and procedures.
• Knowledge of employment law and good practice in recruitment, staff retention and employee relations.
• The ability to manage challenging situations, incidents and emergencies calmly, professionally and safely.
• An understanding of Psychologically Informed Environments (PIE) and how these principles support effective service delivery.
• Experience of risk assessment, safeguarding and supporting residents who may be at risk.
• Strong communication, negotiation and partnership-working skills.
• The ability to monitor service performance, prepare reports, investigate complaints and identify opportunities for continuous improvement.
• A commitment to equality, diversity, inclusion and meaningful resident and staff involvement.
• A passion for delivering quality services that improve residents' independence, safety and overall wellbeing.