Complaint Investigation jobs in Ashford

Job title: Operations Team Leader

Department: Operations

Reporting to: Strategic Operations Lead

Location: South East

Contract type: Fixed Term Contract - 18 months

Hours of work: 40 hours per week - Monday to Friday, 8:30am - 5:00pm (with some out of hours coverage until 8pm)

Salary: £47,200.00 per annum

*Candidates must have a full UK Driving Licence and access to their own vehicle*

Purpose of the role:

The Team Leader will be responsible for managing and overseeing the accommodation in South East England. They will manage a team of Housing Officers, who are responsible for property inspections, complaints and the safeguarding and welfare checks of Service Users.

The Team Leader will be responsible for ensuring policies and procedures are adhered to, and Key Performance Indicators are met, whilst supporting the Strategic Operations Lead for the area. The Team Leader will be responsible for areas in and around South East England, but there will be a requirement to cover other areas of London and surrounding areas in absence.

The role is field based, with some administrative tasks carried out from home. There may be requirements to manage incidents, and they will need to have the skills and capability to deal with challenging behaviours and situations, offering support to the Housing Officers. The company is looking for a driven and motivated professional, with previous supervisory or management experience. Previous operational management experience is desired.

Key Relationships:

The Team Leader will be expected to attend meetings for their area, and liaise with Home Office professionals, regional Safeguarding Officers, Local Authorities and the police and other emergency services.

Collaborative working with other functions within CRH is essential for the efficient delivery of Operations.

Scope and Decision Making:

The Operational Team Leader is responsible for the effective day-to-day management of operational activities, ensuring services are delivered safely, efficiently and in accordance with contractual, regulatory and organisational requirements. The post holder works with a high degree of autonomy in planning workloads, allocating resources, resolving operational issues and prioritising team activities to meet performance targets.

The role operates under the direction of the Strategic Operations Lead but is expected to make informed decisions within delegated authority, escalating significant operational, financial, safeguarding, health and safety, contractual or reputational risks where appropriate. The post holder is accountable for monitoring team performance, identifying service improvements and implementing corrective actions to ensure operational standards are consistently achieved.

The role has responsibility for supervising and developing team members, supporting recruitment, induction, performance management, training and employee wellbeing. Budgetary responsibilities may include monitoring expenditure, managing resources efficiently and authorising routine operational costs within agreed limits.

The post holder requires access to operational, customer, performance and management information systems to support service delivery, reporting and decision-making, ensuring all information is managed in accordance with data protection legislation and company policy.

Person Specification

Essential Criteria:

Knowledge and Experience:

• Understanding of effective team leadership and performance management practices.
• Knowledge of health and safety, safeguarding and data protection principles.
• Understanding of customer service standards and service delivery best practice.
• Knowledge of operational processes and performance monitoring.
• Awareness of equality, diversity and inclusion principles within the workplace.
• Experience of leading or supervising a team within an operational, customer service, housing, facilities, support services or similar environment.
• Experience of managing workloads, allocating resources and monitoring performance against targets.
• Experience of dealing effectively with customer enquiries, complaints and escalated issues.
• Experience of implementing policies, procedures and compliance requirements.
• Experience of producing accurate reports, records and management information.
• Experience of working collaboratively with internal and external stakeholders.

Skills and Abilities:

• Strong leadership and people management skills with the ability to motivate and develop others.
• Excellent communication and interpersonal skills, both verbal and written.
• Ability to prioritise workloads and manage competing demands in a fast-paced environment.
• Strong problem-solving skills and ability to make sound decisions using appropriate judgement.
• Ability to analyse information, identify trends and implement effective solutions.
• Competent in the use of Microsoft Office applications and business management systems.
• Ability to build positive working relationships with colleagues, customers and stakeholders.
• Ability to manage change positively and support continuous improvement initiatives.

Qualifications and Requirements:

• Educated to GCSE level (or equivalent) including English and Mathematics.
• Right to work in the UK and ability to meet any required vetting e.g. DBS, SC, CTC where applicable.

Desirable Criteria:

Knowledge and Experience:

• Experience working within housing, accommodation, facilities management or support service environments.
• Experience of budget monitoring and resource planning.
• Experience of leading service improvement or change management initiatives.
• Experience of conducting investigations, audits or quality assurance activities.
• Understanding of contractual service delivery environments.
• Knowledge of performance management systems and KPI reporting.
• Awareness of regulatory and compliance frameworks relevant to the sector.

Skills and Abilities:

• Ability to analyse operational performance data and identify trends, risks and opportunities for improvement.
• Strong coaching and mentoring skills, with the ability to support team development and succession planning.
• Ability to lead and implement service improvement initiatives that enhance efficiency, compliance and customer satisfaction.
• Experience of managing competing priorities and deadlines within a fast-paced operational environment.
• Ability to influence and engage stakeholders at different levels to achieve positive outcomes.
• Strong conflict resolution and negotiation skills, with the ability to manage challenging situations effectively.
• Confidence in producing and presenting management information, reports and performance updates.
• Ability to support change management activities and positively influence others through periods of change.
• Experience of conducting audits, quality assurance reviews or compliance checks.
• Financial awareness, including the ability to support resource planning and budget monitoring.
• Advanced IT skills, including experience of using operational management systems, reporting tools and Microsoft Excel.
• Ability to work independently, exercise initiative and make decisions within delegated authority.
• Commitment to continuous professional development and the development of others.
• Ability to champion organisational values and foster a positive, inclusive and high-performing team culture.

Behaviours and Values:

The successful candidate will consistently demonstrate the ability to:

• Connect and Collaborate by building strong relationships and working effectively across teams.
• Be Responsive by delivering timely solutions and taking ownership of issues.
• Be Talented by applying expertise, developing others and striving for continuous improvement.
• Be Trusted by acting with integrity, accountability and professionalism.
• Be Agile and Diverse by embracing change and promoting an inclusive working environment.
• Be Professional by representing the organisation positively and maintaining high standards at all times.

Qualifications and Development:

• Relevant supervisory, leadership or management qualification, or willingness to work towards one.

Additional:

• Demonstrates integrity, professionalism and accountability.
• Customer-focused with a commitment to delivering high-quality services.
• Resilient and adaptable when responding to changing priorities.
• Committed to promoting equality, diversity and inclusion.
• Leads by example and promotes positive behaviours and organisational values.
• Proactive, organised and results-oriented.

The successful candidate will be required to complete pre-employment checks before employment commences.

All successful applicants will be required to undertake a satisfactory DBS check in line with their job role.

This role is not open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer withdrawn.

We reserve the right to close the advert early if there is a higher level of interest that expected.

Benefits:

• 25 days annual leave plus national bank holidays
• Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
• Life Cover (2 x basic salary)
• Employer pension contribution (4% employer, 4% employee)
• Laptop/Phone/other equipment if required as part of job role
• Referral Scheme
• Mileage expenses (claimable from home)

Pay: £47,200.00 per year

Work Location: On the road