Hybrid INTERNAL APPLICANTS ONLY Residence Experience & Business Support Manager at London Borough of Waltham Forest
London Borough of Waltham Forest · Walthamstow, United Kingdom · Hybrid
- Professional
- Office in Walthamstow
***Internal Applicants Only***
Organisation: London Borough of Waltham Forest
Salary: PO4 £47,532- £50,574 Full time
Contract Type: Full-time, Permanent
Working hours per week: 36 hours a week (Monday to Thursday 9am-5.15pm and Friday 9am-5pm)
Application Deadline: 02/09/2025
Proposed Interview Date(s): To be confirmed
Reference: 1801
About Us:
Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.
We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.
London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.
The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email [email protected] so we can arrange an alternative application method.
The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email [email protected] so we can arrange an alternative application method.
About the role:
We are seeking a dynamic and experienced Resident Experience and Business Support Manager to join our team. The successful candidate will be responsible for overseeing Business Support functions, ensuring high-quality service delivery and operational efficiency.
You will provide specialist knowledge and expertise on the Business Support functions related to the relevant service area, understanding the purpose of those functions in delivering a seamless service to Residents that meets statutory and regulatory standards.
Key Responsibilities:
Providing Business Support across a range of services within the organisation, including Children’s, Adults, Families, Resources, and Neighbourhoods.
Ensuring the delivery of high-quality and efficient Business Support functions related to the relevant service area, with an understanding of their purpose in delivering seamless services to residents that meet statutory and regulatory standards.
Engaging in quality assurance, as well as system and service development.
Leading the operational development of individuals within the relevant team.
Ensuring quality and value for money at all times.
Ensuring compliance with relevant legislation, regulations, and policies.
The role involves overseeing the performance and service delivery of the relevant functions within the Business Support Service and developing and maintaining excellent relationships with stakeholders in the relevant service areas.
By fostering an environment of exceptional service delivery, the manager must demonstrate flexibility and adaptability to the needs of residents, as well as creativity and innovative thinking that supports continual improvement.
The successful candidate will support the values of Mission Waltham Forest and collaborate with managers across the Business Support Service, working within the Waltham Forest leadership framework.
Key Responsibilities:
Lead and manage the Business Support Team.ensuring appropriate behaviours and alignment to the organisation values and mission
Develop and implement strategies to enhance resident satisfaction and engagement.
Monitor and evaluate the performance of the team, providing guidance and support as needed.
Collaborate with other departments to ensure seamless service delivery.
Handle resident enquiries and complaints, ensuring timely and effective resolution.
Prepare and present reports on team performance and resident feedback.
Identify opportunities for process improvements and implement changes to enhance efficiency.
Qualifications and Requirements:
To be considered for this position, you should meet the following requirements:
Degree or equivalent or vocational qualification in relevant subject area.
Terms and conditions:
The below terms and conditions apply to this role:
Satisfactory employment references and CIFAS identity checks;
Satisfactory declaration of interest;
Satisfactory DBS check;
As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
How to Apply:
Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Equal Opportunity Employer:
Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.
To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.
For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us.
Contact Information:
If you have any questions about this vacancy or the application process, please contact Elisabeth Sippings at [email protected]
If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at [email protected].
Click here for further information on the Human Resources recruitment privacy notice.
