ASB (Anti-social Behaviour) Service Manager

Do you want to make a difference to an outstanding team managing anti-social behaviour (ASB)?

Do you enjoy coaching people to be the best version of themselves?

Do your strengths lie in people management and getting the most out of your team?

If so, this could be the role for you!

Here at Stonewater, we are seeking a passionate and energetic ASB (Anti-social Behaviour) Service Manager to lead, manage and develop a team in our specialist ASB Service, delivering outstanding outcomes for our customers, communities and colleagues. This includes ASB, Safeguarding, Tenancy Fraud, Managed Relationships and any other complex legal case work (when required).

You will coach, mentor and manage customer experience colleagues to deliver high levels of performance and customer service, ensuring we meet our customer promise. You will support the learning and development of colleagues in a way that promotes new skill development as well as building on expertise. Working closely with managers and colleagues across the business to help deliver our objectives, you will take ownership of complex casework from start to finish of the process, seeking to embed learning and continuous improvement.

You will lead investigations into formal complaints in line with policy and the Housing Ombudsman Service’s Complaints Code and complete Stage One/Two complaints investigations in a timely fashion, adopting a solution focused approach with our customers and demonstrating learning when service failure is identified. Preparing and presenting cases at court to an excellent standard, you will ensure we work in partnership with our local CSP and voluntary agencies to help us improve our outcomes to make our communities safer, this includes ensuring we improve our existing partnerships, as well as building new relationships with partner agencies.

Using data and behavioural insights and customer voice, including learning from complaints, you will propose service innovations and be an active part of delivering change and be a champion for Stonewater’s ‘tone of voice’ campaign, providing a first-class customer service that makes customers feel respected, valued and listened to.

The ideal candidate will…

• Have management experience ideally gained within a customer focused environment, delivering excellent service to internal and external customers in a social and commercial setting.


• Be able to inspire, motivate and develop employees and teams, demonstrating support, co-operation, empowerment and leadership, able to deliver feedback and empower colleagues using a range of methods.


• Have experience of drafting and presenting complex court bundles (relating to ASB).


• Have a clear understating of the Housing and Community Safety legal and political landscape.


• Have experience in mentoring and/or coaching, with experience in managing organisational change.


• Be confident, independent and a proactive manager, able to make decisions in varied and challenging situations.


• Have experience in setting and communicating clear objectives to ensure Team goals are achieved.


• Be experienced in defining and working to KPIs and SLAs.


• Be a practical and logical thinker, overcoming problems/issues to meet deadlines.


• Be able to demonstrate excellent commercial awareness and judgement.


• Be able to effectively work in partnership with colleagues and stakeholders at all levels.


• Have good numeracy and literacy skills including statistical and performance information analysis and report writing.


• Be able to efficiently use IT applications.


• Be educated to Level 5 through relevant training and/or experience.


• Hold a CIH Level 4/5 qualification (or the willingness to study towards it).

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

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.