Anti-Social Behaviour; ASB) Service Manager

£46,843 + £3,715 car allowance (per annum)

Fixed Term Contract until December 2027 (Maternity Cover)

Lead with purpose. Deliver safer communities.

Are you an experienced people leader with a passion for making a real difference to customers and communities?

We're looking for an Anti-Social Behaviour (ASB) Service Manager to lead a specialist team managing complex anti-social behaviour and community safety cases. This is an opportunity to shape service delivery, champion customer experience, and support vulnerable customers through some of the most challenging situations they may face. Based within the Customer Experience directorate, you'll play a pivotal role in delivering outstanding outcomes while helping to develop and evolve a modern, customer-focused service model.

As ASB Service Manager, you'll lead, coach and develop a team of specialist caseworkers, ensuring they are empowered to deliver excellent customer outcomes while maintaining high levels of engagement and performance. You’ll also work collaboratively with our five national Locality Teams, Retirement Living and Supporting Housing Teams to provide guidance and support.

Key responsibilities include:

• Leading and developing a team managing complex ASB, safeguarding and managed relationship cases.
• Providing expert guidance and oversight on challenging and sensitive customer situations including domestic abuse, hate crime and safeguarding concerns.
• Taking ownership of complex casework and driving continuous improvement through learning and best practice.
• Managing and investigating Stage One and Stage Two complaints in line with the Housing Ombudsman's Complaints Code.
• Preparing and presenting legal cases and court documentation to a high standard.
• Building strong partnerships with Community Safety Partnerships, local authorities, and external agencies to improve outcomes for customers and communities.
• Using customer feedback, complaints data and behavioural insights to identify opportunities for service improvement and innovation.
• Supporting a culture of coaching, mentoring and professional development across the team.

This is more than a management role. It's an opportunity to influence service delivery on a national scale, develop talented colleagues, and help create safer, stronger communities.

You’ll be an inspiring and resilient leader who combines strong operational management skills with a genuine commitment to customer service and community wellbeing.

You'll ideally bring:

• Significant management experience within a customer-focused environment.
• Experience leading, motivating and developing high-performing teams.
• Strong coaching and mentoring capability.
• A thorough understanding of housing, community safety and anti-social behaviour legislation and practice.
• Experience preparing complex ASB court bundles and presenting legal cases.
• Excellent stakeholder management and partnership-working skills.
• Experience using performance data, KPIs and SLAs to drive service delivery and continuous improvement.
• Strong commercial awareness, decision-making ability and problem-solving skills.
• CIH Level 3/4 qualification, or a willingness to work towards achieving it.

If you're passionate about customer experience, experienced in managing complex ASB services, and motivated by the opportunity to lead positive change, we'd love to hear from you.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check (if applicable), satisfactory references and possession of a valid Right to Work document.

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an…