Estates Services Supervisor

Job Title: Estate Services Supervisor

Contract Type: Permanent

Salary: £38,632.07 per annum

Working Hours: 35 Hours per week

Working Pattern: Monday-Friday

Location: Millwall, London

The difference you will make as an Estate Services Supervisor

Estate services are a hub of customer-focused teams pooling our expertise to strengthen front-line operations. As part of Riverside property services, we work closely with our internal partners. The Estate Services team provides a high quality, cost effective & responsive cleaning and grounds maintenance service, working closely with the regional housing teams, landlord services, residents and external contractors.

About you

• Experience with managing large teams of operatives, 20+ staff.
• Experience within social housing sector
• Excellent customer service skills and ability to manage expectations
• A 'can-do' attitude and solutions-driven, innovative approach that has successfully modernised services.

Benefits

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• 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. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

• Inspire, motivate and develop a confident, highly skilled team who are focused on keeping our grounds and communal spaces clean, safe and highly desirable, exceeding customer expectations and delivering high levels of satisfaction.
• Manage, monitor and support the Estates Services Operatives and Concierge Service staff - to ensure excellent services are provided to residents and continuous improvement is maintained.
• Proactively liaise with all Customers to ensure their views are central to driving service delivery and standards.
• Contribute to the quality and health and safety of the environment by becoming a champion for customers taking responsibility for making our estates and communal areas a great place to live
• Respond quickly and efficiently to emergencies, across schemes and outside normal working hours on occasions.
• Develop and implement systems and processes that ensure an efficient estate management service for your area, working with your colleagues and housing staff to understand the best approach for individual schemes.
• Contribute to excellent management of our homes by taking a holistic approach to estate management - recognising how issues of ASB, vandalism and fly-tipping impact on estates and working with housing teams to prevent misuse.
• Make best use of environmental improvement funds, recommending improvements to estates and working with colleagues and stakeholders to create vibrant neighbourhoods.
• Contribute to the development of new services that reflect customer's needs, tailored to respond to the environment and customers.

Customer services

• Ensure excellent customer services resolving queries at the first point of contact
• Take ownership and responsibility for everything you do striving to perform at a high level at all times
• Ensure you are the friendly face, welcoming voice and reliable person at every interaction; managing, all customer requests for assistance or information.
• Communicate clearly at all levels, being responsive, caring and managing challenging conversations with calm and efficiency.
• Get to know our service, improving service delivery by creating a fantastic experience for residents at every contact; and ensuring high levels of customer satisfaction.

Staff management

• Create an enthusiastic team, who are knowledgeable, determined and able to ensure all customer contact is a positive experience.
• Create a team culture which supports and fosters a positive team spirit.
• Coach and train team members so that they are the very best that they can be and fully understand the health & safety environment in which they work.
• Effectively manage and oversee supplies of equipment and services such as, tree management contract, vehicle leases, uniforms & PPE provision, cleaning and caretaking product supply, equipment, machinery and plant acquisition and maintenance, provision of agency cover staff, domestic and fly tipped waste removal and disposal and to ensure that demonstrable value for money is central to all areas of service delivery.
• Manage performance quickly and effectively.

Modernising the service

• Support better ways of working that drive efficiency, promote excellence and ensure value for money
• Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values
• Meet KPIs achieving upper quartile performance
• Maintain up to date knowledge and understanding of best practice in customer services continually learning, developing and improving.

Collaborative & team working

• Create and enhance internal collaboration ensuring a high level of performance is maintained
• Work with staff across all services to focus on getting the right solution first time for our residents
• Take ownership and responsibility for everything you do striving to perform at a high level at all times.
• Support your colleagues by coordinating your work to meet demand and training less experienced staff members
• Contribute to creating and reviewing procedures for how you and your colleagues work, resolving issues as a team so that we can continually learn and improve.

Person specification Knowledge, Skills and Experience Essential

• Experience with managing large teams of operatives, 20+ staff.
• Experience within social housing sector
• Excellent customer service skills and ability to manage expectations
• A 'can-do' attitude and solutions-driven, innovative approach that has successfully modernised services.
• Confidence and strong communication skills, and an understanding of how to manage difficult conversations face to face.
• An excellent understanding of health & safety legislation (including fire safety) relating to estates management.
• Management experience across a range of different roles from Concierge service to Caretaking.
• Educated to a good standard in English, Maths and IT

Desirable

• IOSH
• Full UK driving licence