Job Details

We are currently recruiting for an Adaptations Business Support Manager working in the Adaptations and Citizens Support department on a full time and permanent basis in Birmingham.

Salary £35-40K per annum

Company Benefits

• 33 days Holiday including bank Holidays
• Health assured scheme
• Company pension
• Company Events
• Dress down Friday's
• Professional development and training opportunities
• Access to Bright Exchange for discounted retail and membership schemes.

Job description

The Adaptations Business Support Manager is responsible for leading the administrative, operational, and customer service functions of the Adaptations service. The role is responsible for managing the admin process in relation to administering the Disabled Facilities Grant (DFG) Staying Independent At Homes (SIAH) contract.

Key Responsibilities

· Lead, plan, and manage all business support and admin functions related to the adaptation service.

· Act as the central point of contact for local authority contracts (e.g. DFG) and take responsibility for compliance and timely service delivery.

· Implement and monitor Service-Level Agreements (SLAs), ensuring all teams meet performance and quality standards.

· Line-manage and develop a multidisciplinary team including administrative staff, Citizen Liaison staff, and Contract Coordinators.

· Conduct performance reviews, coaching sessions, and manage performance improvement plans as needed. Conduct regular 1:1 meeting with the team.

· Ensure effective coordination with Occupational Therapists, surveyors, and contractors to support timely and appropriate delivery of adaptations.

· Monitor, manage, and improve key Customer Service KPIs, including response time, case resolution rates, complaint and satisfaction scores.

· Develop strategies to improve customer feedback mechanisms and user experience.

· Ensure compliance with contractual obligations, funding requirements, safeguarding policies, and relevant legislation (e.g., GDPR, Equality Act).

· Manage the extraction and organisation of workload data in date order to support effective case management, prioritisation, and timely allocation.

· Produce high-level reports on operational performance, risk, and customer metrics for senior management.

· Identify, assess, and escalate risks relating to service delivery, safeguarding, data protection, or operational disruption.

· Ensure all staff follow safeguarding protocols and promote a culture of safety, dignity, and respect.

About you:

· Proven experience in a team leader or managerial role within housing, health, care, or public sector administration.

· Strong understanding of the DFG process or similar adaptations frameworks.

· Strong knowledge of compliance, safeguarding, and public sector standards.

· Proficiency in using case management systems, CRMs, and data reporting tools.

· Experience in stakeholder management involving local authorities, contractors, or healthcare professionals.

· Knowledge of process improvement methodologies (e.g., Lean, Six Sigma).

If you are an experienced manager with contract management skills and a strong understanding of the DFG process or similar adaptations frameworks, then please apply! For further information please call Rebecca on 07385 660400.

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About Us

We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.

We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.