Resident Services Manager (Permanent)

Job Title: Resident Services Manager

Location: London

Salary: £37,350 per annum

Job Type: Permanent - Full Time

About Morden College:

Morden College has more than 250 older people living in Almshouse accommodation on two sites in Blackheath and Beckenham and in our Care Home. We are committed to providing services that support our residents to live independent and healthy lives. As well as independent living, our Blackheath site is also home to the Morden College Care Home.

As part of the Morden College team, you will be committed to challenging ageism, promoting healthy ageing, and combatting loneliness while promoting equity, diversity and inclusion within communities. You will be comfortable with using technology to deliver consistent, equitable, and sustainable services at all times across the charity. You will be a role model for our values and committed to a purposeful, responsible community that is a great place to live and work.

About the role and who we are looking for

This is a new role for Morden College that drives seamless and efficient service delivery for our residents by using technology (our Resident Information System database and Knowledge Bank system), and manages the team that commissions and coordinates consistent, equitable, and sustainable services, advice, and support for residents who live independently.

*Willingness to work one Saturday per month and to flex hours and work some evenings (time off in lieu will be given).

Resident Services Manager are responsible for:

• effective line management of the Resident Services Assistants, General Assistants and Drivers to ensure our residents receive an efficient and effective service that is delivered in a sustainable way, continuously developing the team's skills and performance while maintaining high levels of morale and motivation.
• building and sustaining the Knowledge Bank, which covers Frequently Asked Questions to provide consistent information across all teams.
• ensuring our new resident information system is maintained and used to its full effect by all team members.
• ensuring compliance with agreed policies and processes (including Health & Safety, Safeguarding, GDPR/Data Protection), improving these where they are not working effectively.
• Directly handling complaints and advising Resident Services Assistants on the responses to complaints from residents or third parties (e.g. visitors, relatives, etc), intervening where required and escalating to the Head of Resident Services and the Director of Resident Services and Charity Development, where appropriate.

Main duties and responsibilities

• Provide a positive resident experience by meeting and greeting residents, listening and responding to their concerns and feedback, promoting our values among residents, and by being a visible, supportive, and inclusive manager.
• Support the onboarding (preparing to move in) and induction of new residents to help them settle in quickly.
• Supporting the Head of Resident Services and managing the Resident Services Team, which covers:
  • liaison between residents and other members of Morden College including staff and contractors (e.g. Security, Morden College Care Home, Domiciliary Care, Help and Home, etc)
  • providing residents with advice, support and information about moving into and within Morden College (including how to use things like Appello and other College facilities and systems).
  • answering resident questions and providing consistent information on living at Morden College.
• Supporting the Head of Resident Services to ensure that all residents in Almshouse accommodation are assessed for their independence to self-evacuate in a crisis. Where required, developing a Personal Emergency Evacuation Plan in partnership with the beneficiary and the Health and Safety Officer, ensuring this is recorded and distribute appropriately.
• Encouraging collaborative working and good communication with colleagues and key stakeholders to provide our residents with an effective and efficient service.

Skills, Qualifications and Experience:

• An excellent people manager and communicator who can get the best out of their team and who is willing to continuously develop their people management skills.
• Competence in using various computer systems and databases, including Microsoft Office software (Outlook, Word, and Excel) and Customer Relations Management software.
• An understanding of older people, their situations, and the opportunities they may want and need to explore and engage with to continue to live independently.
• An understanding of working with diverse types of residents/beneficiaries and effective methods of communication with them to develop good relationships.
• A relevant qualification or equivalent experience in service management and/or accommodation provision.
• Must be willing to engage in tasks at all levels to provide the best service and experience to our residents.

Please click apply to be considered for this role.