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Regional Manager

Posted: 10 Oct 2019 Closes: 21 Oct 2019
Southgate, North London Salary £47,058pa - £57,058pa per annum depending on experience plus £1300pa Essential Car User Allowance* (pro rata)
Permanent & Full-time l-q-group/20191010130417

Regional Manager


Based in Southgate, N14


Salary £47,058pa - £57,058pa per annum depending on experience plus £1300pa Essential Car User Allowance* (pro rata)

We are looking to appoint a Regional Manager to join the leadership team in our North Neighbourhood, to represent and champion the trust and its values, whilst leading and motivating staff to ensure our housing management services meet and exceed customer service excellence. The successful candidate will be solution focused and will act as a champion of service improvement. You will demonstrate strong leadership skills and ideally have experience of growing and developing a team. You will possess a track record in innovative service development, business planning skills and developing operational excellence.

Key responsibilities include:

  • Deliver a responsive, efficient, and customer focused housing management service to residents

  • Manage a team and its performance to meet and exceed business objectives and key performance indicators, whilst promoting a culture in line with L&Q values

  • Work collaboratively with internal and external stakeholders to achieve results

  • Develop and influence relationships at all level ensuring effective and efficient delivery of services


Requirements include:

  • The ability to lead and motivate a team to deliver a high quality, effective customer focused service in a demanding, public facing environment is essential to this role

  • Exceptional stakeholder management skills with the ability to build and maintain strong working relationships

  • Innovative, solution focused with excellent organizational and reporting skills

         Excellent verbal and written communication

  • Housing and/or Facilities management experience gained within a residential environment


Closing date for completed applications:                          21st October 2019


To be placed in:                                                                     Internal/External

Interviews will be held on:                                                  30th October 2019 at West Ham Lane, Stratford


Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life.  Please let us know during the recruitment process if you’re interested in part time working or job sharing.  In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion.  We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility



L&Q Group

Role title

Regional Manager


November 17

Reports to Title

Assistant Director, Neighbourhood Services



DBS Disclosure Required: Yes   No * Standard   Enhanced   Enhanced +  
Responsibility for End Results

Purpose: Ensure the delivery of a responsive, efficient, customer focused and agile case and tenancy management and facilities management services to mixed tenure customers and prospective customers through effective leadership and management of resources. Representing and championing the Trust and its values whilst contributing the financial strength and customer experience.

Key Responsibilities / Deliverables:

Main Accountabilities:  List in order of priority, the major activities or functions necessary to achieve the job’s end results.  The percentage of time spent on each of these should add up to 100%.



1.   Manage the case management, property management and caretaking teams, in line with L&Q values to ensure delivery of the highest level of customer service. Ensure the team provide a professional and knowledgeable service, to internal and external customers and ensure issues are resolved efficiently and effectively.


2.   Take ownership to ensure own performance and team performance contributes positively towards team objectives, key performance of the business and customer experience by providing a proactive and customer focussed service.

Areas of responsibility include:

·     Property and Estate Management,

·     Tenancy Management.

·     Caretaking.

·     Including other tasks associated with the role.


3.   Work collaboratively with internal colleagues and teams to ensure an effective, efficient and customer focussed delivery of the Housing Management and Facilities Management service.


4.   Develop, maintain and influence relationships with key stakeholders and partners, promoting and representing L&Q at meetings/ events.


5.   Prepare, manage and control budgets for activities managed whilst having regard for financial strength at all times.


6.   Ensure own compliance in respect of governance and adherence to relevant statutory and regulatory provisions and internal policy and procedure. Keep up to date on all legislative and regulatory issues that impact the role. This includes ensuring financial probity and identifying potential fraud.


7.   Take responsibility to maintain and review the necessary written/ electronic records and systems, ensuring team members are utilising the systems correctly.


8.   Manage risks associated with areas under the jobholder’s control including but not limited to the risks in respect damaging L&Q's reputation through case or property management.


Financial Responsibility: Enter below any revenue, operating or capital budgets for which the role is accountable.    £0.5m - £1m

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 Employees

3 - 8


Please list below any outsourced service providers that are managed by the role (e.g. payroll), or any functional / project management responsibilities: Limited but varied support service contractors sometimes working through Service Level Agreements (SLAs), e.g. counselling service providers, 3rd sector, security, managing agents, lawyers.

Technical Knowledge/Skills

List of technical knowledge/skills required to successfully perform the job role; including professional qualifications

·       Demonstrable experience of managing a team, delivering a responsive, efficient, high quality and customer service in a demanding, public facing environment whilst delivering against defined objectives.

·       Housing sector experience and knowledge on all aspects of

Case Management - Tenancy/Leasehold management, and Anti-Social behaviour, Domestic Violence and Vulnerable Residents and Safeguarding.

Property Management – Facilities Management, Communal Inspections and Service Charges

Including relevant Housing and Immigration Las and Welfare Reform.

·       Highly developed relationship management or stakeholder engagement skills, with the ability to influence, deal with difficult behaviours and conflict management.

·       Highly developed financial and commercial acumen.

·       Excellent communication and presentation skills, with the ability to handle complaints and communicate verbally and in writing in a positive manner.

·       Strong IT Skills – MS Office suite, CRM and internal computer systems and devices.

L&Q Values

These are our guiding principles.  They describe how we deliver our mission and vision through our behaviours and actions.


·       We care about the happiness and wellbeing of our customers and employees



·       We approach everything with energy, drive, determination and enthusiasm



·       We draw strength from our differences and work collaboratively



·       We own problems and deliver effective, lasting solutions



·       We measure what we do by the difference we make



·       Commit to supporting L&Q’s 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


L & Q Group

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