Anti-Social Behaviour Service Manager

About This Role

Leading a specialist team that manages complex anti-social behaviour and community safety cases is the core of this role. This position offers the opportunity to shape service delivery, champion customer experience, and support vulnerable customers through challenging situations. Based within the Customer Experience directorate, you will play a pivotal role in delivering outstanding outcomes while helping to develop and evolve a modern, customer-focused service model.

Responsibilities

• Lead, coach, and develop a team of specialist caseworkers, ensuring they are empowered to deliver excellent customer outcomes while maintaining high levels of engagement and performance
• Work collaboratively with five national Locality Teams, Retirement Living, and Supporting Housing Teams to provide guidance and support
• Lead and develop a team managing complex ASB, safeguarding, and managed relationship cases
• Provide expert guidance and oversight on challenging and sensitive customer situations including domestic abuse, hate crime, and safeguarding concerns
• Take ownership of complex casework and drive continuous improvement through learning and best practice
• Manage and investigate Stage One and Stage Two complaints in line with the Housing Ombudsman's Complaints Code
• Prepare and present legal cases and court documentation to a high standard
• Build strong partnerships with Community Safety Partnerships, local authorities, and external agencies to improve outcomes for customers and communities
• Use customer feedback, complaints data, and behavioural insights to identify opportunities for service improvement and innovation
• Support a culture of coaching, mentoring, and professional development across the team

Requirements

• Significant management experience within a customer-focused environment
• Experience leading, motivating, and developing high-performing teams
• Strong coaching and mentoring capability
• A thorough understanding of housing, community safety, and anti-social behaviour legislation and practice
• Experience preparing complex ASB court bundles and presenting legal cases
• Excellent stakeholder management and partnership-working skills
• Experience using performance data, KPIs, and SLAs to drive service delivery and continuous improvement
• Strong commercial awareness, decision-making ability, and problem-solving skills
• CIH Level 3/4 qualification, or a willingness to work towards achieving it
• Satisfactory Disclosure and Barring Service Check (if applicable)
• Satisfactory references
• Possession of a valid Right to Work document
• Willingness to study towards a professional qualification if not already qualified, to meet the Competence and Conduct Standard for Social Housing