Inclusive Services Team Leader

Job Description

Location: West DidsburyContract: Full time, PermanentSalary: £32,000Benefits: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.You’ll be leading our Inclusive Services Team to initially deliver our You Share, We Shape customer profiling campaign to capture or refresh our customer Equality , Diversity and Inclusion (EDI) data; ensuring we know who lives in our homes and that we understandtheir individual, and often complex needs.You’ll be the operational expert for Customer Diversity and Inclusion related enquiries, supporting both customers and colleagues as needed, whilst representing the Inclusive Services team on internal projects and working with other members of the GreaterManchester Housing Providers. Working closely with our Head of Diversity, Equity and Belonging and our EDI Business Intelligence Specialist you will explore broader themes in EDI data, customer feedback or the service adaptations identified through your team,to understand where we need to drive changes in processes and/or ways of working to improve the experience of those customers with additional needs.What you’ll be doing

• Providing support, leadership and direction for a team of Inclusive Services Specialists and Administrators.
• You’ll be responsible for making sure that all service demands into the Inclusive Services team, through all communication channels, are dealt with at the first point of contact where possible and in a timely manner.
• Coaching and guiding the team to work within our customer experience principles and service delivery framework, whilst enhancing their understanding of diverse customer needs to ensure that customers receive excellent customer service, in the best way forthem.
• Effectively using data and insight to support our understanding of who our customers are, what they need from us and to provide recommendations for improvement or service review.
• Working with our wider EDI focused colleagues, our Every Customer Counts group and the GMHP EDI Leads networks to drive forward the customer inclusion agenda both internally and across the sector.
• Supporting the creation of relevant reports and presentations on Customer Inclusion matters.
• Working closely with the Hub Management team and peers around the business to continually improve our services to make sure that all customers receive an excellent and equitable service experience.
• Dealing with customer escalations and complaints, and in understanding how individual differences and requirements may shape their service experience and needs. You’ll take a solution focused approach to these to improve our services based on this feedback.

What you’ll need

• You will have a strong understanding of EDI legislation and the impact of this in working practice, with knowledge of cultural differences and diverse indivduals needs and vulnerabilities.
• You will be confident in a customer focused role, supporting diverse customers with complex needs.
• You will have experience of managing detailed administration and recording procedures, with a strong attention to detail and positive approach to GDPR.
• You will be confident with both reporting and data analysis, using this insight to make decisions based on business intelligence and inform prioritisation and work planning.
• You will have good written and verbal communication, with the ability to support report writing and present complex information in an easily accessible format.
• You will build effective relationships with colleagues and other stakeholders so you are able to find information, work collaboratively and resolve problems positively.

What we need from you

• Due to the demands of the team you will be required to work flexibly between 8am and 6pm, on a pre-agreed rota. Occasionally you will be required to work weekends and evenings to maximise customer contacts.
• Working as part of our customer Hub, you will be expected to spend part of the week in the office, with the ability to work some days from home, after an initial induction period.
• As a line manager you will need to actively support your colleagues with their development and well-being, some experience of this is desirable but not essential as we offer full support to people transitioning into a management role.
• Due to the nature of this role, this position is subject to a basic DBS check. By applying for this position you agree to the completion of this, and will provide details of anything that may effect this.

What we give you in return for your hard work and commitment

• Pension | DC scheme (up to 10% contribution from both colleagues and Great Places).
• WPA | Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members.
• Annual leave |Start at 26 days annual leave, increasing up to 30 days + Bank Holidays.
• Flexi time | Allows colleagues to achieve a healthy work life balance whilst carrying out requirement of the role. A maximum of 13 days flexi can be taken in a year.
• Greater Working | We offer Hybrid and flexible working to fit the schedule of you.
• Professional Development | Our learning academy offers a wide range of learning and development opportunities to support your personal and professional growth.
• Professional fees | The business pays the cost of one professional membership fee for each colleague,
• The Market Place | Providing high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more.
• Health and wellbeing initiatives | Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing.
• Everyone Counts | Our colleague network groups support you to be confident bringing your whole self to work and provide the opportunity to help shape our inclusion and belonging activities.

REF-210 640