Service Delivery-Jobs in United States

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Riverside

London, United Kingdom

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05fb49c6fc25

7

24.04.2025

08.06.2025

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Job Title : Property Services Planning Manager
Contract Type : Permanent
Salary :£55,311 per annum
Working Hours : 35 hours per week
Working Pattern : Monday - Friday
Location :London / Hybrid

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don'tmeet all the essential criteria on the job description.

The difference you will make as Property Services Planning Manager

You will be responsible for leading and managing 1 of 2 operational support teams to ensure the provision of effective and efficient administration surrounding the repairs, services, compliance works and other technical projects. Supporting the Head of P&P to build and maintain effective relationships with a range of customers and stakeholders. Although you will predominantly cover one business area you will be expected to support and cover both areas as the business needs.

About you

We are looking for someone with:

• Strong leadership and management skills
• Ability to motivate others and lead change
• Good negotiation skills, able to recommend and implement strategies
• Ability to plan and organise effectively
• Ability to work under pressure in a fast-paced environment
• A passion for delivering excellent customer service
• Ability to drive productivity and enhance performance
• Excellent communication skills, able to talk to and present to a wide range of audiences
• Uses a variety of techniques to influence decisions
• Ability to manage conflict in order to achieve outcomes

Why Riverside?

(One Housing is a part of Riverside) At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

This role also falls under our Ethnic Diversity guaranteedinterview scheme. If you are Ethnically Diverse and demonstrateyou meet the minimum criteriafor the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Riverside Property Services manages the repairs and maintenance service to over 24,000 properties across London, the Southeast and Home Counties.

Riverside Property Services undertakes repairs, servicing, voids and planned maintenance work to our customers’ homes via our in-house team and a variety of contractors and service providers who are employed on our behalf. This includes repairs to general needs, leasehold, market rent and our specialist Care and Support schemes. Our work also includes statutory and regulatory compliance checks.

The works scheduling team located within the Camden and Dartford office locations provides support across the property services delivery model. Scheduling works for all Riverside Property Services gas servicing, communal heating servicing, EICRs, M&E PPM and repairs (all trades) activities. Which ensures that works orders are scheduled through the In-house appointments system, repairs works are allocated to trade operatives and all works are carried out with minimal average turnaround time. The role will also Include oversight of all sub-contracted work allocations.

This role is responsible for leading and managing the works scheduling teams to ensure the provision of effective and efficient scheduling of works within the repairs service. The role will also be responsible for developing, implementing, and managing an auditable performance matrix to enable the organization to accurately monitor performance across the repairs service.

The Property Services Planning Manager will oversee the planning and performance of the property services team, ensuring efficient and effective scheduling and delivery of repairs and compliance work. This role will also involve managing compliance checks and performance metrics to support the organization's goals.

Principle accountabilities:
• Effective line management of one of the administrative teams. You will lead, manage, motivate, engage and support the team to deliver a customer focused service.
• Provide leadership to the team through effective coaching, mentoring, 121s and team meetings. Ensure team members understand their role and areas of responsibilities.
• Understanding and adherence to Financial and Procurement procedures
• Responsible for ensuring team members are inducted and adequately trained to fulfil their duties and adhere to internal processes and procedures. Ensure personal development plans are reviewed regularly.
• Support Senior Managers to monitor and manage DLO and third-party contractor performance to achieve agreed service levels and KPIs.
• The timely production of management reports to support service delivery and meet business requirements.
• Ensuring investigations are instigated when complaints are escalated, monitoring and analysing property services complaints from initiation to resolution and introducing business improvements identified
• Identify and drive continuous improvement to provide the best possible service for our customers and improve operational efficiency
• Set targets for your team and ensure these targets are monitored and regular reports/updates provided to support the business. Take corrective action where targets are under threat.
• Collaborate with other teams that support direct teams to ensure an efficient and effective communication chain
• Act as an ambassador for the service, actively building positive working relationships with key internal and external stakeholders.
• To support in core HR processes such as investigations and disciplinaries
• Any other reasonable duties to support service delivery.

Key Tasks
• Ensuring maximum productivity is achieved, with technical understanding underpinning effective resource management.
• Ensure all daily planning tasks are monitored and actioned appropriately
• Target driven, fast paced environment with multiple lines of communication.
• Working with some vulnerable service users / groups.
• Managing expectations of client and service users.
• Effective management of Team Leaders and resource.
• Performance oversight and management.

Person specification

Essential
• Strong leadership and management skills
• Ability to motivate others and lead change
• Good negotiation skills, able to recommend and implement strategies
• Ability to plan and organise effectively
• Ability to work under pressure in a fast-paced environment
• A passion for delivering excellent customer service
• Ability to drive productivity and enhance performance
• Excellent communication skills, able to talk to and present to a wide range of audiences
• Uses a variety of techniques to influence decisions
• Ability to manage conflict in order to achieve outcomes
• Accepts new ideas and change initiatives, effectively manages change
• Able to drive and support individuals to adopt change and achieve organisational success
• Excellent analytical skills using an informed, evidence-based approach
• Able to identify and prioritise risk
• Demonstrates financial awareness for cost effectiveness, able to calculate budgets, cost, and time
• Ability to find innovative ways to resolve problems
• Experience working in the housing/property sector
• Experience of scheduling the multi-disciplinary delivery of a large repairs service using an ICT job appointing tool
• Advanced IT skills and literacy
• Proven track record of problem solving, identifying and resolving issues promptly
• Good time management, planning & organisational skills
• Strong customer experience ethos

Desirable
• Ability to understand financial budgeting and forecasting
• Qualification or relevant training in Leadership and development
• Contract management admin support.
• Experience of working in a pressurised environment, dealing with challenging situations.
• Experience of partnership working.
• Knowledge of job ordering / information systems