Christian Action Housing Association

Job Title – Operations Manager (Young People Services/Engagement)

Location: Enfield – Hybrid (Office/Schemes/Home)

Hours: 37.5

Reporting to: Head of Supported Services

Role Purpose

Our Operational Leaders manage a function and/or team and are responsible for delivering on the direction and strategy set by our Senior Leadership Team and Board. They translate our strategy into operational activity, creating clarity and setting standards for their teams. With invaluable front line experience, this role holder can take the lead in the development of policy and procedure, and has responsibility for tracking performance against key metrics. Our Operational Managers are positive ambassadors for Christian Action, enabling effective and continuous service performance improvement through people. They are skilled people managers, developing and motivating individual and team performance.

Core Responsibilities

• To provide a comprehensive, and customer focussed supported housing service for Young People in Enfield and Haringey.
• To lead on tenant involvement, ensuring that tenant’s views influence how services are developed, managed and monitored.
• Lead on the provision of positive engagement opportunities that support Young People to reach their goals
• Identify ways in which supported housing management services can be continuously improved.
• Ensure that compliance and KPIs are achieved in line with local authority contracts
• Assist with the tender process for new services that match our profile.
• Ensure young people’s pathway plans are routinely updated
• Lead on quality assurance and auditing of service provision, including having robust administrative, risk assessment and reporting processes in place.
• Be accountable for delivering services within agreed budgets and evidencing value for money
• Work collaboratively across the organisation to ensure that all teams work together to provide customer focussed services.
• Ensure the safeguarding and well-being of young people in our service
• Model and embed our values working collaboratively with colleagues across the Association
• Demonstrate the Association commitment to building a diverse and inclusive organisation
• Any other duties that may be reasonably required

Key Tasks

• Effective leadership and management of the team to ensure the safe and effective running of the service at all times.
• Ensure all risk assessments and strategies to manage risks/challenges are in place for the service
• Provide accurate data and reporting to the Head of Service, Board, funders and external contract managers, including supporting the development of operational and performance reports.
• Write funding bids and tender applications in conjunction with the Head of Service
• Manage service incidents in line with current procedures, providing guidance and support to relevant staff and managing all safeguarding risks.
• Lead on quality assurance and auditing for our service provision, including maintaining our ‘For Youth’ accreditation awarded by the Foyer Federation.
• Review and develop policy and procedures required for the safe delivery of the service.
• Effectively respond to customer complaints, ensuring our complaints policy is followed at all times.
• Develop effective communication strategies, including social media, for both internal and external promotion of services.
• Manage and monitor budgets, voids and rent arrears in line with key performance indicators
• Direct the facilitation of a structured training programme for residents across all services on a rotational basis covering core areas such as budgeting and finance, sexual health and employability skills, ensuring relevant Service Level Agreements with external training and workshop providers are in place.
• Developing project plans and sourcing funding to run projects, carrying out the necessary monitoring and report writing to support this.
• Provide opportunities for intergenerational working with retirement residents.
• Work collaboratively to support the achievement of our digitalisation strategy.