About the role:

We have an exciting new opportunity to join our Planning and Business Services team as Operations Manager. Putting our Tenants at the heart of everything we do we are striving for the service we provide to be the best in industry, high quality and efficient.

During a period of transformation we are investing in a new Operations Manager position that will lead the delivery, co-ordination and overall management of Gentoo’s Planning, Administration and Tenant Contact activities.

Bringing extensive experience, industry best practice ideas and innovation this will be a critical role responsible for the transformation of services to deliver an excellent Tenant experience aligned to the Group's vision and values.

In conjunction with key stakeholders you will:
• Recommend and determine the optimum operating model and KPIs to deliver quality services for our Tenants.
• Be closely involved in the Group’s implementation of new technology (Salesforce) within the team ensuring all systems, processes and ways of working support an excellence customer and Tenant experience.
• Analyse data to change and drive optimum service delivery.
• Be accountable for ensuring that the Group's access processes are defined, established and followed to ensure that timely access is achieved in line with the agreed timelines.
• Establish and embed the Property Case Management Team and processes to ensure oversight and management of the case management processes.
• Measure and monitor Tenant Satisfaction and take appropriate actions as needed.

Collaborating closely and building professional relationships across the Group you will drive holistic service delivery. Experienced in people management and engagement you will encourage a culture of empowerment within the Teams, maximising autonomous working.

What we are looking for:

You must have worked in a similar level role within a highly regulated business / industry. You will have a proven record of achieving excellence in the delivery of services and have a commitment to continuous improvement. Delivering customer focused services – listening, incorporating feedback and tailoring services as a result.

With an understanding of the operational delivery requirements of an in-house administration, planning and tenant contact team you will have the ability to lead, coach and motivate a team to achieve delivery

Using data to drive your decision making you will be able to demonstrate when you have used data to monitor, measure and improve performance.

With an understanding of change management you will be experienced in introducing new technologies ensuring colleagues are involved and engaged in changes to ways of working at each stage of the process.

Providing effective leadership and support to managers, team leaders and colleagues you will be a role model who inspires and motivates.

Closing date:

25-Jun-2023

We're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.

We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.

This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents.