Marks Consulting Partners are currently looking for a Hostel Services Manager to work with one of our Housing Association clients.
What the Job Will be doing
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Leading and managing the day-to-day delivery of supported housing and hostel services across multiple sites.
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Managing, coaching and developing Team Leaders and Support Coaches to deliver high-quality, customer-focused services.
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Promoting a psychologically informed, trauma-informed and strengths-based approach to supporting customers.
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Ensuring customers receive safe, secure and well-managed accommodation while achieving positive move-on outcomes.
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Monitoring service performance, KPIs, void levels, rent collection, arrears and tenancy sustainment, taking action where improvements are required.
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Leading on safeguarding, risk management and complex case oversight, ensuring customers receive appropriate support.
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Working collaboratively with local authorities, health professionals, support agencies and community partners to deliver positive outcomes.
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Managing complaints, ensuring they are resolved professionally and in line with organisational procedures.
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Leading service improvements, reviewing operational processes and implementing innovative ways of working.
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Managing service budgets, monitoring expenditure and ensuring value for money across the service.
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Producing performance reports, analysing data and presenting information to senior management.
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Supporting legal action where required, including representing the organisation in court and working with solicitors.
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Working closely with Housing Management, Income, Property Services and Compliance teams to ensure a seamless customer journey.
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Participating in the on-call rota, providing leadership and decision-making support outside normal working hours.
What You Will Need
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Previous management experience within Supported Housing, Hostels, Homelessness, Social Care or Housing Management.
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Experience leading and developing high-performing teams within a customer-focused environment.
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Strong knowledge of safeguarding, trauma-informed practice and supporting vulnerable people.
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Experience managing complex cases, risk assessments and multi-agency working.
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Strong understanding of housing management, tenancy sustainment, income management and homelessness services.
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Experience monitoring KPIs, budgets, performance and driving continuous service improvement.
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Excellent leadership, communication and stakeholder management skills.
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Ability to build strong partnerships with local authorities, support providers and external agencies.
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Strong organisational skills with the ability to manage multiple priorities and services.
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A proactive, resilient and solution-focused approach with a passion for delivering excellent customer outcomes
