Company Description

Housing is a major growth opportunity for the Legal & General Group and is a high-profile initiative supported by the Board executive. L&G Affordable Homes (L&GAH) is a wholly owned subsidiary of Legal & General, tasked with bringing much-needed, volume institutional equity capital to the UK social housing sector.

Job Description

Your role at a glance

In this exciting role will hold a leading role in ensuring that Legal and General Affordable Homes customers receive the exemplary standard of service that is associated with the L&G brand.

You will be accountable across your area of responsibility for developing strong relationships, establishing contractual arrangements, and then taking forward the robust contract management of the Management Providers appointed by LGAH.  You will be expected to take a key role in site mobilisation, performance reporting and analysis, as well as audit and benchmarking.

At all times you will work closely with the wider Contract Management team, and colleagues in other LGAH departments to ensure excellence is delivered consistently across our portfolio. You will work actively to ensure Management Providers are brought together to work as a coherent group, and they are encouraged to grow and develop the experience of customers with innovation allowed to thrive.

What you'll be doing

1. Working with the Deputy Head of Contract Management to develop and manage LGAHs relationships with its network of Management Provider.  Ensure these are ‘grown up’ relationships and managed to be responsive to the needs of LGAH customers.
2. Take a lead role in the mobilisation and embedding of contractual arrangements in your area of responsibility, including delivering workshops, establish reporting & payments arrangements and supporting the Management Providers to engage fully with LGAH and delivery their contractual requirements.
3. Take accountability for the contract and performance management cycle across the Management Provides in your area of responsibility to ensure success is delivered across the provider group.  Including conducting regular performance reviews and managing audits.
4. Support the Deputy Head of Contract Management to develop and deliver the reporting of Management Provider performance to LGAH executive, board or other audiences as required.
5. Work with Management Providers and internal Development and Operational colleagues to ensure the successful handover of individual sites.  Ensure Management Providers successfully onboard both homes and customers, and that customers first experiences of LGAH and its partners are exceptional.
6. Working with the wider Contract Team deliver benchmarking exercises, use this work to develop a common understanding across Management Providers on what success in service delivery looks like and that maximises benefit to our customers.
7. Identify opportunities to extract additional value from LGAHs relationships with Management Providers through the development and sharing of processes, systems and third-party relationships.
8. Be responsible for the ensuring that Management Providers deliver swift, successful, resolution of complaints and MP or Councillor enquiries.  Work closely with MPs across your area of responsibility to ensure consistency and that LGAH behaviours and values are embedded.
9. Manage the escalation of urgent and emergency issues in accordance with LGAH and Management Provider policies to ensure customers are served well at moments of real need.
10. Establish excellent working relationships with, and challenge, Development and Operations teams across LGAH to help ensure that new homes which are planned and then delivered enable the successful long-term delivery of services to customers.
11. Act to gain an understanding of regional issues and stakeholder relationships that potentially impact on the delivery of services to our customers and our stakeholders.
12. Ensure our customers receive a responsive, high quality, agile and easy to access Housing Management service that always meets their expectations.
13. Support the development of the systems and processes that enable LGAH to ensure all contracted services are fulfilling the terms of their engagement.
14. Support the delivery of efficiency and value for money from procured services in line with the LGAH business plan.
15. Ensure policy and procedure is effective, up to date and use business assurance techniques to test these regularly.
16. Develop and oversee control systems to prevent or deal with business continuity and disaster recovery.

Qualifications

What we're looking for

• Knowledge of the affordable housing sector, in particular an understanding of the risks and issues in managing outsourced services alongside the statutory responsibilities of RP’s.
• Acting efficiently and pro-actively within defined decision making processes and working to establish and then deliver to defined financial and performance parameters.
• Interest and ideally experience in developing systems to support the business in the management of third party providers.
• Evident of successfully building and maintaining relationships to ensure the successful and agile delivery of housing management and maintenance services.
• Evidence of successfully delivering residential landlord and property management activities to a high standard.
• Background in influencing and shaping the design and development of products and services in a housing or similar service sector setting.
• Previous achievements when establishing systems to ensure ongoing contract management delivers increasing returns over an extended period.

Additional Information

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including employee private medical insurance, 25 days holiday (excluding bank holidays), a generous pension scheme and life assurance. You'll receive a car allowance of 10% of your annual salary, and you can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings. 

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.

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