Job Description
L&Q Group
| Role title | Keyworker Services Property Manager | Date | 14/04/2025 |
| Reports to Title | Team Manager for London Living Rent & Rent to Buy Services | Version | |
| Grade | Grade 6 |
| Role Persona | Office Based / Site Based |
| DBS Disclosure Required: | Yes | | No | No | Standard | | Enhanced | | Enhanced | |
| Responsibility for End Results |
| We are looking to appoint aKey Worker Services Property Managerto join our team in Slough represent and champion the trust and its values whilst leading on effective contract management services which meet and exceed customer service excellence. The successful candidate will be solution focused and will act as a champion of service improvement for our clients. They will operate as the single point of contact with both our client and staff onsite and will be their advocate across all L&Q services. |
| Key Responsibilities / Deliverables: |
| Main Accountabilities: List the major activities or functions necessary to achieve the jobs end results. The percentage of time spent on each of these should add up to 100%. | Time (100%) |
- Customer Service Providing a face-to-face service to staff members on site being the advocate and on site presence for our customers.
| 20% |
- Strategy/ achieving objectives Working in accordance with the legal contract and ensuring they are working towards the team KPIs
| 10% |
- Working with stakeholders internal Being able to consistently display our values and work collaboratively towards a positive outcome for our customers
| 10% |
- Working with stakeholders external Attend weekly & monthly meetings with our external stakeholders. Representing L&Q to the highest possible standard and in line with our values.
| 20% |
- Complaint Management Accurately responding to complaints from both individual residents/occupants but also managing the clients complaints in accordance with L&Q values and complaints targets. Minimising risk or reputational damage and non-regulatory compliance with the Housing Ombudsman Code.
| 10% |
- Compliance
To identify H&S risks and compliance failures swifty and log and track the relevant work. To work within L&Qs principle of safeguarding being everyones business and respond accordingly and in-line with L&Qs safeguarding policies should you have concerns about a child or adult at risk. | 10% |
- Records and systems Able to work productively across multiple systems and to a high standard. Have a keen eye for detail and ensuring that all actions are logged accurately in line with L&Q internal policies.
| 10% |
- Risks Minimising the risk of legal action being taken against L&Q for non compliance of our legal contracts. Ensuring that all fire actions are actioned swiftly and updated appropriately and the wellbeing of our residents is a top priority.
| 10% |
| Financial Responsibility: |
| Ensuring that upfront rents for move ins are taken quickly and are logged accurately on the system and being responsible for the portfolio income stream of 4 million |
| People Responsibility: Indicate below the number of employees for which the role has supervisory / management responsibility. If the number varies indicate an average or a range. |
| | Direct Reports | Indirect Reports |
| Total Employees0 | 0 | 0 |
| Please list below any outsourced service providers that are managed by the role (e.g. payroll) or any functional / project management responsibilities. |
| Nominations Agreement (Contract Management) working within a project group at high level to ensure a clean delivery of our service. |
|
Technical Knowledge/Skills
|
| List of technical knowledge/ skills required to successfully perform the job role; including professional qualifications (please note whether it is essential or desirable) |
- Proficient in the use of Microsoft programmes- Essential
| - Time management and prioritisation skills- Essential
|
- Experience in a Complaint Handling role- Essential
| - Ability to build rapport with third party stakeholders- Essential
|
- Knowledge and application of H&S reporting- Essential
| - Ability to identify and solve problems - Essential
|
- Knowledge and application of Risk Assessment- Essential
| - Effective and adaptable Communication style- Essential
|
- Excellent Organisational Skills- Essential
| - Experience in Contract Management
|
| | |
| L&Q Values |
| These are our guiding principles. They describe how we deliver our mission and vision through our behaviours and actions. |
| People |
- We care about the happiness and wellbeing of our customers and employees
|
| Passion |
- We approach everything with energy drive determination and enthusiasm
|
| Inclusion |
- We draw strength from our differences and work collaboratively
|
| Responsibility |
- We own problems and deliver effective lasting solutions
|
| Impact |
- We measure what we do by the difference we make
|
| Other |
- Commit to supporting L&Qs environmental policy and social mission
- I will comply with all L&Q Health and Safety policies and procedures and commit to working towards best practice in the control of health and safety risks
|
Required Experience:
Manager
Job DescriptionL&Q Group Role title Keyworker Services Property Manager Date 14/04/2025 Reports to Title Team Manager for London Living Rent & Rent to Buy Services Version Grade Grade 6 Role Persona Office Based / Site Based DBS Disclosure Required: Yes No No Standard Enhanced Enhanced Resp...
Job Description
L&Q Group
| Role title | Keyworker Services Property Manager | Date | 14/04/2025 |
| Reports to Title | Team Manager for London Living Rent & Rent to Buy Services | Version | |
| Grade | Grade 6 |
| Role Persona | Office Based / Site Based |
| DBS Disclosure Required: | Yes | | No | No | Standard | | Enhanced | | Enhanced | |
| Responsibility for End Results |
| We are looking to appoint aKey Worker Services Property Managerto join our team in Slough represent and champion the trust and its values whilst leading on effective contract management services which meet and exceed customer service excellence. The successful candidate will be solution focused and will act as a champion of service improvement for our clients. They will operate as the single point of contact with both our client and staff onsite and will be their advocate across all L&Q services. |
| Key Responsibilities / Deliverables: |
| Main Accountabilities: List the major activities or functions necessary to achieve the jobs end results. The percentage of time spent on each of these should add up to 100%. | Time (100%) |
- Customer Service Providing a face-to-face service to staff members on site being the advocate and on site presence for our customers.
| 20% |
- Strategy/ achieving objectives Working in accordance with the legal contract and ensuring they are working towards the team KPIs
| 10% |
- Working with stakeholders internal Being able to consistently display our values and work collaboratively towards a positive outcome for our customers
| 10% |
- Working with stakeholders external Attend weekly & monthly meetings with our external stakeholders. Representing L&Q to the highest possible standard and in line with our values.
| 20% |
- Complaint Management Accurately responding to complaints from both individual residents/occupants but also managing the clients complaints in accordance with L&Q values and complaints targets. Minimising risk or reputational damage and non-regulatory compliance with the Housing Ombudsman Code.
| 10% |
- Compliance
To identify H&S risks and compliance failures swifty and log and track the relevant work. To work within L&Qs principle of safeguarding being everyones business and respond accordingly and in-line with L&Qs safeguarding policies should you have concerns about a child or adult at risk. | 10% |
- Records and systems Able to work productively across multiple systems and to a high standard. Have a keen eye for detail and ensuring that all actions are logged accurately in line with L&Q internal policies.
| 10% |
- Risks Minimising the risk of legal action being taken against L&Q for non compliance of our legal contracts. Ensuring that all fire actions are actioned swiftly and updated appropriately and the wellbeing of our residents is a top priority.
| 10% |
| Financial Responsibility: |
| Ensuring that upfront rents for move ins are taken quickly and are logged accurately on the system and being responsible for the portfolio income stream of 4 million |
| People Responsibility: Indicate below the number of employees for which the role has supervisory / management responsibility. If the number varies indicate an average or a range. |
| | Direct Reports | Indirect Reports |
| Total Employees0 | 0 | 0 |
| Please list below any outsourced service providers that are managed by the role (e.g. payroll) or any functional / project management responsibilities. |
| Nominations Agreement (Contract Management) working within a project group at high level to ensure a clean delivery of our service. |
|
Technical Knowledge/Skills
|
| List of technical knowledge/ skills required to successfully perform the job role; including professional qualifications (please note whether it is essential or desirable) |
- Proficient in the use of Microsoft programmes- Essential
| - Time management and prioritisation skills- Essential
|
- Experience in a Complaint Handling role- Essential
| - Ability to build rapport with third party stakeholders- Essential
|
- Knowledge and application of H&S reporting- Essential
| - Ability to identify and solve problems - Essential
|
- Knowledge and application of Risk Assessment- Essential
| - Effective and adaptable Communication style- Essential
|
- Excellent Organisational Skills- Essential
| - Experience in Contract Management
|
| | |
| L&Q Values |
| These are our guiding principles. They describe how we deliver our mission and vision through our behaviours and actions. |
| People |
- We care about the happiness and wellbeing of our customers and employees
|
| Passion |
- We approach everything with energy drive determination and enthusiasm
|
| Inclusion |
- We draw strength from our differences and work collaboratively
|
| Responsibility |
- We own problems and deliver effective lasting solutions
|
| Impact |
- We measure what we do by the difference we make
|
| Other |
- Commit to supporting L&Qs environmental policy and social mission
- I will comply with all L&Q Health and Safety policies and procedures and commit to working towards best practice in the control of health and safety risks
|
Required Experience:
Manager
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