Area Manager

Salary: £42,000 – £45,600 per year

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

The landmark National Accommodation Management Services (NAMS) contract for the Defence Infrastructure Organisation (DIO) goes live in March 2022 to provide Service Family Accommodation housing management to 49,000 homes, and the service families who live in them.

As an Area Manager you will be jointly responsible for helping to create an effective and efficient organisation with a positive workplace culture, that will enable us to deliver an excellent service, putting the customer at the centre of our approach, focusing on enhancing the lived experience behind every move in, move out and repairs and maintenance process, delivering top quality housing management services every time.

The Role – Area Manager (6-month FTC)

The Area Manager will manage, support and develop a team of up to 9 Housing Officers, a Housing Assistant and a Housing Graduate. The Housing Officers will be mobile and along with other team members sometimes dispersed across a large geographical area. Your team will focus on delivering high quality family centred services during the occupancy cycle and while families are living in their homes. To deliver excellent services you will work closely and collaboratively with our local industry partners, DIO our client and key stakeholders such as family’s federations, military liaison officers and senior service personnel.

This role is a 6-month FTC with the potential to be made permanent.

Duties/Key Responsibilities

Working as part of the regional housing management team, support and deliver a range of family focussed area services and activities in line with contractual requirements, relevant regulation, government policy and performance indicators.

You and your team will deliver the following:

• Provide services to families as part of the occupancy cycle such as planning for, attending, and administering pre move out, move out, pre move in, move in and 14-day observation (settling in) visit appointments while working collaboratively with industry partners to meet the required standards

•Ensure occupancy standards are met and recharges allocated as appropriate using a combination of personal audits, staff training, coaching and analysis of complaints and other feedback from stakeholders
•Ensure excellent and sensitive regional housing services are delivered while families are living in their homes including where aids and adaptations (ANDA) are required and there are welfare/support needs

•Develop and maintain in partnership with stakeholders the regional housing element of Estate Management Plans
•Maintain documented, structured and routine meetings, communication and performance reporting with stakeholders as well as with individual staff and teams
•Lead, plan, monitor daily and approve housing officer dairies in long term scheduling and short notice changes (sickness) ensuring that housing officers have sufficient time for standard appointments (60% of their time) and to improve the lived experience of families, their community/patch and to engage with stakeholders (40% of their time).
•Routinely liaise and consult with the Regional Manager on short/long term planning and with other area managers in your region and other UK regions in the event cross regional resourcing is needed.
•In consultation with the regional management team, plan for and lead large scale and sometimes short notice moves in your area and support this in other regions (may require UK travel)
•Contribute to ensuring families and the places that they live receive a comprehensive and holistic patch service by raising, reporting, and monitoring to a successful conclusion any health and safety concerns, issues which impact on service families lived experience in their homes and or the areas they live in.
•Liaise, engage, and work in partnership with a range of internal and external stakeholders such as local agencies, charities, support providers, military liaison officers, family’s federations, service hubs and statutory authorities to deliver joined up support and services to families
•Liaising with the Customer Solutions Manager ensure complaints, councillor and member of parliament enquiries are investigated and resolved with any immediate learning being addressed within the team and service
•Produce internal/external routine and one off operational and performance reports to a range of stakeholders working closely with regional performance and customer solutions managers
•Contribute to and lead on continuous improvement and specific projects and initiatives locally and sometimes nationally
•Recruit, supervise, manage, coach, support and develop your team to deliver excellent services and generate a continuous improvement culture in line with Pinnacle’s performance framework and values. You will be a highly visible leader and manager to stakeholders and staff
•Being responsible for the day-to-day management of Pinnacle staff both mobile and based in offices ensure the highest standards of Health and Safety for staff and families.
•Contribute to planning and control budget expenditure managing resources to achieve value for money.
•Ensure effective business assurance and compliance arrangements are in place
•Maintain the highest standards of conduct and integrity ensuring that service families, staff, and stakeholders are treated fairly, irrespective of race, gender, disability, creed, or sexual orientation.
•Ensure that all national and local policies, procedures, and processes are implemented consistently across the area
•Deputise for the Regional Manager as required

Person Specification

•Management experience working in a complex operational environment providing housing management or community-based services
•Experience and demonstrable success in implementing service change and new ways of working

•Full driving licence with occasional national but frequent regional travel

•Security and other relevant clearance
•Demonstrates commitment to and passion for providing enhanced services to service families
 

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.