Contract Support Manager (Investment Programmes)

Contract Support Manager (Investment Programmes)  

Salary Up to £50,723  

Location Didsbury, Manchester  

 This is a Permanent, Full Time  

35 hours per week 

As Contract Support Manager, you will lead a team of Project Safety Coordinators, Customer Liaison Officers and Programme Coordinators to support the definition and delivery of annual investment programmes, building safety, and compliance work. You’ll focus on delivering a consistently high level of customer satisfaction and service excellence.   

What you’ll be doing  

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  Developing and maintaining processes to manage service requests effectively, using team resources efficiently to meet changing demands within the department.  

  
  


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  Responding courteously and efficiently to enquiries related to the delivery of investment programmes.  

  
  


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  Delivering a high-quality, customer-focused service that achieves consistently high levels of satisfaction.  

  
  


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  Ensuring customers are kept informed through regular updates and accessible communication, using a variety of formats to deliver a visible and responsive service.  

  
  


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  Attending residents’ meetings and visiting residents in their homes where required.  

  
  


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  Taking a leading role in supporting investment programme delivery, as well as building safety and compliance projects.  

  
  


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  Chairing and minuting regular team meetings.  

  
  


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  Reviewing management reports, interpreting data to make informed operational decisions.  

  
  


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  Managing complaints in line with policy and implementing service improvements based on customer feedback.  

  
  


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  Drafting clear and accurate business performance reports.  

  
  


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  Managing and developing individuals through regular 1:1s, supporting training and development plans for yourself and your team within defined deadlines.  

  
  

What you’ll need  

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  A management qualification (ILM, CIH, or equivalent) – desirable  

  
  


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  Experience in delivering social housing investment programmes and building safety projects  

  
  


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  A track record of delivering excellent customer-focused services  

  
  


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  Experience in leasehold management, including health and safety compliance  

  
  


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  Proven experience in managing and developing teams  

  
  


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  Proficiency in using in-house and bespoke IT systems  

  
  


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  Ability to use your own initiative and remain calm under pressure to meet deadlines  

  
  


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  Strong analytical and problem-solving skills  

  
  


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  Knowledge of relevant leasehold, landlord and tenant legislation  

  
  


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  A full UK driving licence and access to your own transport  

  
  

What we need from you  

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  A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing    

  
  


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  A passion to advocate on behalf of people and communities   

  
  


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  Respecting professional boundaries and conducting yourself in a professional manner at all times.  

  
  


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  A commitment to work in partnership with others for the benefit of Great Places  

  
  


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  A commitment to continuous learning and improvement  

  
  


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  Ability to work flexibly and when needed outside normal working hours to ensure service continuity  

  
  


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  An ability to work in uncertainty.  

  
  


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  To be professional and work with integrity, inclusivity, and respect for diversity    

  
  

What we give you in return for your hard work and commitment 

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  Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)   

  
  


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  WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members  

  
  


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  Annual leave ¦ Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays  

  
  


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  Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’    

  
  


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  Professional Fees ¦ The business pays the cost of one professional membership fee for each colleague   

  
  


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  The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more  

  
  


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  Ways of Working¦ We offer some hybrid and flexible working  

  
  


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  Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing