Dot Dot Dot is an award-winning social enterprise and a different kind of property guardian company. We house property guardians, who do great volunteering, in properties that would otherwise be empty, which benefits residents, property owners and the wider community.
Dot Dot Dot prides itself on great relationships: relationships with clients and with guardians. We recognise that positive relationships are essential to the growth of the company and aim to have high customer satisfaction. We have the objective of doing a great job in every building we are asked to manage and by so doing achieve our mission and achieve positive impact in every community where we work.
Services Lead
Full Time
in London
This management role is essential in ensuring that the range of tasks that make up Dot Dot Dot’s services are resourced and delivered effectively across the Services Team. Our work - by its nature - is hard to predict and it will be important to balance demands and company requirements with staff resources, to ensure that risks and outcomes are monitored, and to ensure that tasks are delegated and organized across the team.
This role will strongly contribute to Dot Dot Dot’s service delivery in five ways:
- Relationship management of a portfolio of clients and clusters (properties) to a high standard
- Providing operational direction and leadership to a team to ensure that Dot Dot Dot’s services are delivered to a high standard of quality
- Line management of Assistant roles within the team and any remote workers
- Supporting leadership of the Services Team
- Contributing to the organisation as a whole including following the quality management system and contributing to continuous improvement and customer focus
Key responsibilities
- Provide daily operational leadership of delivery by the Services team, with a particular focus on ensuring that tasks are scheduled, prioritized and resourced as effectively as possible
- Ensure that guardianships are provided and managed in a timely, safe and cost effective manner (primarily through the activities of Relationship Coordinators), including delivery of social impact outcomes
- Ensure that activities to acquire and onboard new guardians are coordinated and integrated into the daily planning/scheduling of the Services team
- Liaise directly with clients on operational and commercial issues, maintaining positive client relationships and supporting business development goals
- Act as owner and lead for Services team processes, ensuring that agreed processes are embedded and monitored in daily activities, and reviewed for suitability on an ongoing basis
- Provide direct support and advice to the Services team in carrying out their daily duties, encouraging self-reliance where possible, but acting with discretion to resolve or escalate more complex situations
- Identify risks to quality, compliance and safety and ensure that these are escalated and tackled
- Assist or lead as required in onboarding, training and deploying remote and support staff to meet the changing demands of the service
- Work with the Head of Services to refine the Services team's delivery model and processes, supporting growth and improvement
- Carry out the duties of a Relationship Manager for allocated properties.This portfolio can be selected according to priority, complexity and capacity and may change. Please see the Relationship Manager role description for more detail of this element of the role.
Person specification – Skills and experience
- Experience of leading or coordinating a team in a complex operational or casework environment (Essential)
- Experience of line-management and the ability to supervise and support colleagues from diverse backgrounds (Essential)
- Computer literate, with experience of MS Office and of cloud applications such as Google/Dropbox. Will receive support and training on use of Salesforce, but some experience of CRM systems is desirable
- Good analytic skills, able to use written and numerical data and to reach structured decisions (Essential)
- Ability to plan and coordinate resources (in house and external) on a short and long term basis across a diverse and dynamic portfolio (Essential)
- Good understanding of customer and client service, with the ability to maintain commercial relationships and to lead effective client conversations (Essential)
- Experience of managing or developing volunteers (Desirable)
- Experience of the housing, facilities or property sector may be an advantage, but sector experience is less significant than the team leadership skills outlined above (Desirable)
Person specification – Attributes and personal qualities
- Excellent inter-personal skills, acting with confidence and authority or with sensitivity as needed
- Good judgement and composure - comfortable when weighing risks, resources and priorities to make complex decisions
- A diligent 'completer finisher' who likes to see processes followed and details checked
- A practical problem solver who looks ahead to avoid difficulties, and finds pragmatic solutions when challenges arise
- Excited about making a social impact
Job purpose:
Ensure the delivery of an outstanding property guardianship service by coordinating, monitoring and supporting the daily activities of the Services team and by liaising with internal colleagues to ensure that operations are joined up across the business. The role includes carrying out the duties of Relationship Manager for a portfolio of properties.
Responsible for:
Line managing a number of staff at the Assistant/Co-ordinator level, and matrix managing other team members in their operational roles. This will include permanent team members based at the Dot Dot Dot office, and a range of occasional and remote team members.
Working pattern:
37.5 hour working week. Working pattern will be within the standard Dot Dot Dot office hours Monday to Friday – these are 0800 to 1800 in our office in Stratford, East London
Salary:
£30-45k dependent on skills and experience
Special Requirements:
Occasional evening work – for example for community meetings, events, networking events, and a limited amount of on-call availability
How to apply
To apply, please complete and download this application form.
Each of these positions is a full time, permanent post, but we are open to applicants with short term availability seeking an interim or short term position. Please indicate this on your application.
Applicants can be considered for more than one position based on a single application. Please review the organogram to see how the roles relate to one another. Please list the relevant positions on your application, and we will be happy to discuss the most appropriate match either before or as part of the selection process.
Please send your completed application form and CV (or Linkedin profile link) to recruitment@dotdotdotproperty.com
TransparencySocial InnovationDevelopment Dot Dot Dot seeks Services Lead Dot Dot Dot prides itself on great relationships: relationships with clients and with guardians. English Dot Dot Dot Property https://dotdotdotproperty.com
For-profit Job (Full-Time) Sales 1509055200 London, UK The View Tube, Marshgate Lane, Stratford London E15 2PJ jobseekerLondonSocial InnovationSocial WorkVolunteering recruitment@dotdotdotproperty.com 1509141600 Default Image 1 
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