Service Support Manager

LiveWest; Weston-super-Mare; Hybrid; GBP 37,000 - 50,000; Full time

Job summary

LiveWest is looking for a dynamic Service Support Manager to enhance their asset management and property projects. This full-time role offers the opportunity to deliver impactful service improvements in a hybrid work environment, fostering collaboration and innovation while prioritizing customer satisfaction.

Benefits

Generous Annual Leave

Pension Contributions

Health Care Cash Plan

Learning and Development Opportunities

Mental Health Support

Volunteering Days

Qualifications

• Experience managing contracts and projects essential.
• Ability to analyze large data sets and identify trends.
• Strong skills in reporting on performance.

Responsibilities

• Lead service improvement projects and manage governance.
• Develop and implement performance-driven systems.
• Provide training on customer feedback and complaint coordination.

Skills

Data analysis

Contract management

Project management

Stakeholder communication

Problem-solving

Education

Degree or equivalent qualification

Tools

Microsoft Excel

Microsoft Visio

SharePoint

Job description

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About The Role

Are you ready to lead service improvement initiatives in asset management? LiveWest is seeking a dynamic and strategic Service Support Manager to enhance our delivery of planned maintenance and major property projects. This is your opportunity to make a real impact in a forward-thinking housing association committed to excellence and customer satisfaction. Key Responsibilities:

• Collaborate with the Head of Asset Investment - Delivery to ensure systems and processes support operational needs.
• Lead the development and implementation of performance-driven systems and reporting tools.
• Create and manage collaborative workspaces to align cross-functional teams.
• Oversee governance of service improvements and ensure adherence to industry standards.
• Strategically manage IT systems to optimise supplier delivery and future-proof operations.
• Deliver service improvement projects with effective change control and accountability.
• Develop and deliver training on customer feedback and complaint coordination using RACI methodology.
• Anticipate future challenges and contribute to strategic planning across the Operations Directorate.
• Identify trends in planned maintenance and develop innovative service responses.
• Lead training initiatives across the Asset Management function to maximize system utilisation.
• Investigate complaints and lead service improvements in quality, performance, and customer service.
• Provide regular updates and reports on project progress and customer feedback analysis.

Why Join LiveWest?

At LiveWest, we believe in creating a home for everyone. As a Service Support Manager, you will be part of a passionate team that values collaboration, innovation, and customer focus. You will have the autonomy to lead meaningful change, supported by a culture that encourages learning, safety, and doing the right thing. With a hybrid working style and a commitment to professional development, LiveWest offers the perfect environment to grow your career while making a difference in people's lives.

This role is being offered on a full time, permanent basis working 37 hours per week. Hybrid working is available for this role working 2 - 3 days per week in the office.

For further information about this role, please view our candidate information pack.

About The Candidate

To be successful in your application for the role of Service Support Manager, you will have the essential skills and experience for a level 3 role (please see candidate information pack) and the following role specific skills and experience:

• Good all-round education - degree or equivalent qualification or experience relevant to a lead role or senior level experience.
• Experience of managing contracts and/or projects.
• Ability to analyse large data sets, identify trends and evidence results.
• Experience of reporting on performance.
• Experience of Contract Management, Project and Programme Management. Communicating and working with a wide range of stakeholders, including providing advice on service areas in written and verbal form.
• Advanced Microsoft Office skills, particularly Microsoft Excel and Visio. Knowledge of SharePoint and document management.
• Confident and influential team player.
• Ability to work strategically and deliver organisational outcomes that will ensure holistic long-term solutions.
• High personal integrity and a strong focus on personal accountability to deliver effective outcomes.
• Self-motivated, results driven, and customer focussed with a 'can do' attitude. Understand the need to deliver regular communication, reports and analysis.
• Best practice approaches to contract management, property maintenance and Health & Safety.

Please note: This role is not eligible for visa sponsorship. Applicants must have the right to work in the UK for the full duration of the role without requiring sponsorship.

About The Company

Our Reward and Benefits:

• Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance.
• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Priorities your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.

About Us:

At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.

Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.

As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.

We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.

Inclusion at LiveWest:

At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellent, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.

We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.

Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.

You can read more about Inclusion at LiveWest by visiting our website.