Location: Monson House (Tunbridge Wells). Hybrid Working - 3 days in the office About the role Role Summary Purpose: To lead the IT department’s service desk team and take a hands-on approach in co-ordinating and resolving any issue or request received into the department, whilst taking ownership of the outcomes and service levels. Implement and drive an effective and efficient IT service management (ITSM) function, that supports TCH’s objectives and oversee TCH’s IT change management process and communications strategy. Salary: £45,000.00 - £53,000.00 Hours of Work: 35 Contract: Fixed Term Contract - 1 year Probation Period: 6 Month Notice Period: 1 Month Who are we? We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area. What will you be doing? Role Specific Responsibilities Service Delivery: Deputise for the Head of department when required Attend monthly service review meetings with the TCH Repairs and joint venture partner management teams, and collaborate with all parties in making service improvements to TCH Repairs Lead by example to consistently deliver high levels of customer service and best practice standards, with a positive and customer focused attitude Ensure that service management processes are robust and ensure the team meet the defined General Job Responsibilites: To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible. Recognise, respect, and promote the different roles and diversity of individuals. To actively contribute towards the key performance indicators and professional standards. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. To participate in training, attend other meetings, and staff events as required. Be an effective member of your team, presenting a positive impression of your section and the Group. Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements. Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately. Maintain awareness of budget requirements and value for money while delivering your role. Consider and highlight any risk to the organisation or individuals whilst delivering your role. Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly. This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence. This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected. About you Education & Qualifications: A-Level or equivalent education A professional IT support qualification Proof of continuous professional development ITIL Certification, understanding of ITIL framework and Service Management practices (Desirable) Key Skills & Competencies: Exceptional interpersonal and communication skills The ability to manage the performance of others Able to develop others by identifying relevant development opportunities Ability to lead influence and inspire others Customer focused, with a positive and constructive disposition Strong problem-solving skills Committed to meeting challenging targets and deadlines Commitment to the ethos of social housing Able to translate Team objectives into individual objectives to deliver results Able to analyse information and data logically and reach sound conclusions. Able to plan and organise in an effective way. Able to work effectively in a pressured environment. Behaviours: Communicates effectively and professionally, projecting a positive impact on recipients. The ability to interact and build productive relationships internally and externally. The desire to address the needs of customers in a way that shows commitment to excellent customer service. Proficiency in planning, executing, and overseeing change initiatives, ensuring successful implementation and alignment with the corporate strategy. Expertise in navigating complex scenarios and making informed decisions in uncertain conditions. Resilience in maintaining composure and effectiveness under pressure, particularly in time-sensitive or critical business situations Why Choose Us Contributory pension scheme 4% to 10% matched contributions Hybrid working Free onsite car parking Life assurance of 4x annual salary (Terms and Conditions apply) 30 days annual leave in addition to bank holidays Two volunteer days per year Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions) Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses Extensive annual Staff Wellbeing programme Enhanced maternity, paternity, and shared parental leave provision Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.) Annual flu vaccinations Access to an extensive range of corporate discounts on shopping, travel & days out Social events, including lunchtime walking, rounders, festive Fridays Travel loan Our values Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done. Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites. We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board: Do the Right Thing Pull Together Celebrate Diversity Love New Ideas Be Kind Keep Our Promises Equal Opportunities Statement TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH. We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process. Key dates Applications Close: Sunday, 9 February 2025 Interview Date: Monday, 17 February 2025