As Operations Manager for Performance and Contacts, you’ll ensure that we are delivering excellent support services to customers with complex needs. You’ll work with other Concrete managers to ensure that customers are receiving the right support at the right time across a range of commissioned services. You’ll be proactive and take accountability for our commissioned contracts, ensuring that contractual performance is met and monitoring performance. Job requirements Take operational lead in meeting contractual performance, monitoring and reporting on KPIs and working with partners to meet targets. Develop a strong relationship with commissioners across all our contracts. Listen to the customer voice, ensuring that customers have several ways in which to influence our service, maximising the use of lived experience to improve services and approach. Have oversight of customer journeys (including KPIs) to ensure customers are progressing through a tenancy ready programme. Control budget spends across the service area, ensuring value for money at all times. Support with tenders, bids, renewals, fundraising and growth opportunities. What we’re looking for A degree level qualification, or qualified by experience to an equivalent level. Strong business acumen and commercial awareness. Excellent communication, influencing and negotiating skills. Significant experience of people management and HR processes. Experience of supporting financial processes including expenses and invoice processing. Significant experience of working on project delivery. An inspirational leader who can coach, develop and empower others. DBS check. Help us give those without a plan, voice or home to build concrete futures by tackling the issues that keep people from finding their own home. Apply now We’ll be interviewing as we go so might close the application process early if we find the right person. Stoke OperationsManager Homelessness Performance CommissionedServices FullTime GreatBenefits JobsThatGiveBack ComplexNeeds HousingCrisis INDMED Who we are We’re part of Honeycomb Group, a team of social-minded brands championing happy homes in our region by providing services and support that help people across Staffordshire and its surrounding areas feel secure, connected and confident. Homelessness isn’t a choice. It can happen to anyone. Concrete is a local charity, support network and campaigner leading the fight to erase homelessness within Staffordshire and its surrounding areas. Through a community-led approach, Concrete helps those without a plan, without a voice and without a home build concrete futures by tackling the underlying issues that keep people from finding and securing a home of their own. Join us on our fight to make homelessness history across Staffordshire and everywhere. Why choose us No matter what brand you're working with across the Honeycomb Group, you can trust us to look after you. Creating a happy home doesn't just apply to our customers, it applies to our staff too. That's why we offer: A range of discounts at many high-street retailers and well-known brands. Discounted gym membership at our head office and access to our cycle to work scheme – save money on bikes and equipment. We offer flexible working, to help you manage your work-life balance. Annual leave purchase scheme with two chances to join and boost your annual leave- you will also be entitled to time off for public holidays or paid days to take flexibly. We also give all staff 'My Day'. Whether it’s celebrating a birthday, spending time with family or just taking a day off to relax. You can use your My Day for anything that really matters to you. A commitment to your learning and development with a great onboarding experience, external events, conferences, coaching, training courses and support with professional qualifications. Keep fit and save money with our cycle to work scheme. Purchase bikes and equipment through your salary and save on tax and national insurance contributions. Our Employee Assistance Programme gives you free access to 24-hour phone counselling support, health advice and legal advice, 365 days a year and face-to-face counselling options. Occupational Health services. Access to a range of services, including free eye tests and flu vaccinations. We never shut the door At Honeycomb Group we know that a Group full of people from diverse backgrounds and communities makes us better at what we do. This means building a more inclusive and diverse workplace and promoting equality for all regardless of what you look like, where you come from and who you love. We are an equal opportunities employer and welcome applications from everyone. We will not discriminate against any applicant or employee because of race, ethnicity, age, gender, sexual orientation, disability or belief. Documents