You will be accountable for developing strong relationships and leading the contractual arrangements with a set of management providers.  You will be responsible for robust but collaborative contract management of the Management Providers appointed by LGAH.  You will be expected to take a key role in site mobilisation, performance reporting and analysis, as well as audit and benchmarking.

You will be accountable for developing strong relationships and leading the contractual arrangements with a set of management providers.  You will be responsible for robust but collaborative contract management of the Management Providers appointed by LGAH.  You will be expected to take a key role in site mobilisation, performance reporting and analysis, as well as audit and benchmarking.

You will work closely with the wider Contract Management team, and colleagues in other LGAH teams to ensure excellence is delivered consistently across our portfolio to ensure we deliver high quality asset management and customer care. You will work actively to ensure Management Providers are brought together to work as a coherent group, and they are encouraged to grow and develop the experience of customers with innovation allowed to thrive.

Responsibilities include:

• Working with the Head of Contract Management lead the development and management of LGAHs relationships with its network of Management Providers, taking primary accountability for the Provider operating in your area. You will maintain a regular dialogue with Providers around their performance to ensure these are ‘grown up’ relationships and managed to be responsive to the needs of LGAH customers.
• Take the lead role in the mobilisation of contracts in your area of responsibility, including delivering workshops, establish reporting & payments arrangements and supporting the Management Providers to engage fully with LGAH to  deliver their contractual requirements.
• Organise and drive the contract and performance management cycle across the Management Provides in your area of responsibility to ensure success is delivered across the provider group.  Including conducting regular performance reviews and managing audits.
• Support the Head of Contract Management to develop and deliver the reporting of Management Provider performance to LGAH executive, board or other audiences as required.
• Work with Management Providers, Customer Care teams and Design and Quality Managers to  ensure the successful handover of individual sites.  Ensure Management Providers successfully support onboarding both homes and customers, and that customers first experiences of LGAH and its partners are exceptional.
• Working with the wider Contract Team deliver benchmarking exercises, use this work to develop a common understanding across Management Providers on what success in service delivery looks like and that maximises benefit to our customers.
• Identify opportunities to extract additional value from LGAHs relationships with Management Providers through the development and sharing of processes, systems and third-party relationships.
• Be responsible for the ensuring that Management Providers deliver swift, successful, resolution of complaints and MP or Councillor enquiries.  Work closely with MPs across your area of responsibility to ensure consistency and that LGAH behaviours and values are embedded.
• Manage the escalation of urgent and emergency issues in accordance with LGAH and Management Provider policies to ensure customers are served well at moments of real need.
• Establish excellent working relationships with, and challenge, Development and Operations teams across LGAH to help ensure that new homes which are planned and then delivered enable the successful long-term delivery of services to customers.
• Act to gain an understanding of regional issues and stakeholder relationships that potentially impact on the delivery of services to our customers and our stakeholders.
• Ensure our customers receive a responsive, high quality, agile and easy to access Housing Management service that always meets their expectations.
• Be confident in your knowledge base to be able to challenge the service providers both operationally and commercially to ensure delivery.

Track record

• Evident of successfully building and maintaining relationships to ensure the successful and agile delivery of housing management and maintenance services.
• Evidence of successfully delivering residential landlord and property management activities to a high standard.
• Background in influencing and shaping the design and development of products and services in a housing or similar service sector setting.
• Previous achievements when establishing systems to ensure ongoing contract management delivers increasing returns over an extended period.

Experience

• Knowledge of the affordable housing sector, in particular an understanding of the risks and issues in managing outsourced services alongside the statutory responsibilities of RP’s.
• Acting efficiently and pro-actively within defined decision making processes and working to establish and then deliver to defined financial and performance parameters.
• Interest and ideally experience in developing systems to support the business in the management of third party providers.

Skills/ Attributes:

• A self-driven entrepreneurial spirit that embraces change and opportunity
• An agile and creative approach to relationship-building and problem solving
• A great communicator who can deliver key messages with confidence across a range of stakeholders
• Decisive whilst working at a quick pace
• Comfortable working outside the defined areas of your role to help LGAH develop
• A focus on the customer and how your areas of responsibility promote the L&G brand.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, 10% car allowance, life assurance, employee private medical insurance, 25 days' holiday, performance related bonuses, your hard work will be rewarded when you join us.

Please contact Chloe McCauley, Resourcing Lead - Chloe.McCauley@landg.com for further information.