Department: Communities
Reports To: Head of Communities
Directly Responsible For: Team Leader - Community Safety, Advisor - Community Safety, Advisor - Mental Health & Wellbeing, Advisor - Safeguarding
Hours: 37
Overall team / department
The purpose of the department is to build strong customer relationships, sustain tenancies, maximising income, and ensuring the creation and management of safe and sustainable neighbourhoods. The team comprises
The Housing Team is responsible for building strong relationships with their customers to enable them to sustain their tenancy. They maintain contact with the customer throughout their tenancy, identifying where customers need additional support to maintain their tenancies in line with our requirements
The Community Safety Team provides a responsive and proactive service to customers to tackle all forms of anti-social behaviour (ASB), and domestic abuse. The team also offers signposting to support services for mental health and wellbeing for a defined period. These teams collaborate closely with the Advisors - Housing on a case management basis to enable them to sustain their tenancy and remain safe in their home and their community
The Income Team, which is responsible for effective arrears management and a financial wellbeing service for customers. The team proactively manages all housing debt types, implementing payment agreements when appropriate and pursuing debt recovery to maximise income for the business.
Key role priorities
* Manage teams and develop strategies to:
* Shape and deliver strategic and operational Community Safety priorities in collaboration with the Head of Communities, aligned to organisational goals and continuous improvement.
* Lead a customer-first service that supports safe, secure tenancies, with oversight of complex and high-risk cases.
* Drive innovative, partnership-led interventions addressing ASB, domestic abuse, safeguarding, and wellbeing across communities.
* Inspire and lead the Community Safety Team, including the Safeguarding Advisor, to deliver high-performing, customer-centred services.
* Provide strategic oversight of safeguarding, ensuring duties are fulfilled in line with corporate priorities and external frameworks.
* Champion safeguarding best practice and ensure effective case coordination across the Group.
Key working relationships
* Directly line manages the Community Safety Team Leader and is responsible for the Community Safety service.
* Line manages the Mental Health and Wellbeing Advisors and is responsible for the Mental Health and Wellbeing service.
* Line manages the Safeguarding Advisor and oversees all safeguarding activity across the Group.
* Works closely with all colleagues across the Group to support service alignment and delivery of corporate objectives.
* Develops strategic and operational plans with the Head of Communities and contributes to wider Directorate and Corporate Plan delivery.
* Builds and maintains strong relationships with external partners and key stakeholders to drive positive outcomes for customers.
Main duties & responsibilities
* Lead a customer-focused Community Safety service, ensuring compliance, responsiveness to emerging needs, and continuous improvement.
* Shape and deliver strategic priorities for Community Safety, embedding a trauma-informed, person-centred approach across ASB, Domestic Abuse, Safeguarding, and Mental Health & Wellbeing.
* Inspire, coach, and hold teams to account, building a high-performance, development-focused culture.
* Strengthen community safety outcomes by forging effective multi-agency partnerships and local networks.
* Act as a key escalation point and strategic safeguarding partner, ensuring aligned, early intervention responses.
* Champion customer voice and casework insights to drive service innovation and inform continuous improvement.
* Lead the design and delivery of community investment initiatives to address identified service gaps.
* Provide strong leadership to the Safeguarding Advisor, ensuring robust safeguarding practice, MASH coordination, and organisational safeguarding awareness.
* Oversee compliance, data reporting, budget management, and resource optimisation to ensure value for money.
* Deliver service improvements and strategic initiatives that respond to changing customer needs and organisational priorities.
* Promote a strong safeguarding culture through training, policy development, and collaborative practice.
* Undertake additional duties aligned with the service manager role as delegated by the Head of Communities
Key measures of success
* KPIs for areas of responsibility consistently achieved.
* Full compliance with relevant legislation, policies, and regulations.
* Evidence of continuous service improvement through customer feedback (complaints, TSMs, surveys).
* Delivery of service improvement plans aligned with business objectives.
* Safeguarding actions delivered within agreed service-level timeframes
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re always open to feedback as we strive to deliver first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us:
- listen to our customers and makes their needs a priority
- is committed to equality, diversity, and inclusivity
- takes a flexible approach and works where we are needed
- follow health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague, and third-party data
- is guided by our policies, procedures, and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
Education & Qualifications
Degree level qualification in a relevant subject of equivalent relevant experience (D)
Relevant accredited Housing Qualification or prepared to work towards (E)
Experience
Experience of leading diverse teams in a challenging and target driven environment (D)
Senior level experience of ASB/DA service provision in a relevant setting (D)
Skills, Knowledge & Abilities
In-depth understanding of regulatory frameworks and legal responsibilities within social housing, safeguarding and community safety (E)
Strong knowledge of the social housing landscape, with insight into current and emerging sector challenges (E)
Demonstrated ability to communicate with influence and build constructive, effective relationships with a wide range of stakeholders (E)
Proven ability to develop and embed service improvement initiatives aligned with customer needs and organisational objectives (E)
Strategic thinking and operational planning skills, with an organised, solutions-focused approach to service delivery (E)
Competent in budget management and financial accountability (E)
Proficient IT skills, including Microsoft Office and case management systems (E)
Personal characteristics
Customer Focused (E)
Driven to achieve results(E)
Good planning, organizing and time management skills (E)
Other
A flexible approach to hours worked (E)
Able to travel independently to other locations (E)
Essential = E; Desirable = D
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.