Director of Community Operations

Purpose

A pivotal role in our most senior team, reporting to the Chief Executive and providing strategic leadership to the Directorate and support to Elected Members.

The postholder will be a key member of the Council’s Corporate Leadership Team and will lead and shape services ensuring that resources are developed and deployed in the most effective and sustainable way.

To lead a predominantly Operational Directorate, providing quality of place and service provision, ensuring that services are delivered to the highest possible standards and the quality expected by the residents of South Tyneside Council.

To provide inspirational leadership and effective management in acting as a role model to the Directorate, in supporting colleagues to achieve their full potential.

Lead, motivate and develop the Council’s Community Operations Directorate ensuring that strategically its activities align to the Borough Vision, Council Plan and PROUD values.

Lead and manage the services in the Directorate, ensuring rigorous performance management; embedding effective risk and financial management procedures; and ensuring compliance with standing orders, financial regulations and other corporate policies and procedures.

To support and encourage working in collaboration across all services within the Council and external partners.

This is a key role in delivering our overarching vision of making South Tyneside a place where people live healthy, happy and fulfilled lives.

Key responsibilities

• Lead, motivate and develop an operational group of services and highly experienced leaders – setting direction, establishing priorities, building capacity, maintaining focus, and delivering value for money and continuous improvement.
• Ensure that all statutory duties and roles within the remit of the Directorate are fulfilled including those that relate to Housing Management and service delivery, Highways, Road Safety and Parking, Bereavement, Fleet Services, Waste Management, and Street Scene including area management (CAF).
• Be responsible for ensuring Council compliance for the statutory requirements of the housing regulations and decency standards.
• Ensure that relevant assets and equipment are maintained to a high standard, and that correct capital financial planning is in place with respect to upkeep and replacement.
• Ensure planned and cyclical call maintenance programmes are carried out within budget and in accordance with good practice.
• Provide a strong vision and delivery ethos for the Directorate’s areas of responsibility, bringing innovation, creativity and forward-thinking approaches, whilst ensuring the strategies are well evidenced and evaluated.
• Ensure that appropriate capital and revenue budgets relating to the activities of the Directorate are managed, monitored and reviewed in accordance with corporate guidance and timetables, working closely with Finance and Performance teams as well as service budget holders.
• Attend meetings of Cabinet, Council, Overview and Scrutiny committees and other corporate committees and working groups, providing necessary briefings as required.
• Represent the Council meetings with Partners and other Public and Private sector agencies, voluntary groups and individuals at local, regional and national level as required, helping to influence policies and strategies relevant to operational services within the Directorate and across South Tyneside council.
• Drive a culture of continual improvement in the Community Operations Directorate and a strong ethos of team working at all levels within the Directorate.
• Ensure that the Council’s housing services deliver a high-quality service for residents in the Borough, regardless of tenure, in line with our statutory responsibilities.
• Supporting colleagues in Strategic Transport to ensure South Tyneside has modern, well connected transport networks and residents and businesses benefit from improved and more resilient transport infrastructure, both across and flowing to and from the Borough.
• Ensure the delivery of the Council’s area management and environmental priorities, through responsive and high-performing delivery teams.
• Support the Council’s Strategic Sustainable management team in the delivery of the Sustainable South Tyneside Strategy, supporting the Council to achieve its carbon neutral ambitions by 2030.
• Identify and lead, alongside all Directors, the Council’s transformational priorities including commercial opportunities to make the Council more financially resilient.
• Ensure the Council continues to ‘punch above its weight’ nationally, regionally and locally through its economic, regeneration and strategic priorities.
• Take on a full and active, cross-cutting role in the leadership of the Council acting in the best interests of South Tyneside to maintain the corporate wellbeing of the organisation.
• Work closely with Elected Members to drive forward opportunities and developments and actively engage Elected Members in shaping excellent services.
• Support and contribute to, regional and national leadership roles, including the emerging North East Mayoral Combined Authority work with DLUHC to support our regeneration initiatives across our towns and villages.
• Lead on developing a framework that accounts for the importance of ensuring quality of place forms a core element of high-quality service and delivery across the Borough.
• Have a transformational approach to area management focused on local neighbourhood issues that support the Council’s core ambitions.
• Oversee efficient and effective delivery of operational arrangements in waste management and recycling within the context of the existing waste partnership arrangements and emerging national policy.
• Support the Chief Executive and act as a substitute when required, including representing the Council and the Chief Executive at meetings, including those involving regional and national stakeholders.

Further Detail

The Director of Community Operations will be responsible for providing overall strategic direction to the Directorate Leadership Team, as required, to deliver core business, and will have specific direct line management responsibility for a number of Heads of Service and Senior Managers.

The Director of Community Operations will have a number of specific corporate responsibilities including but not limited to:

• Housing Management
• Housing Services delivery
• Property Services
• Fleet
• Highways Maintenance & Engineering
• Parking & Road Safety
• Project Delivery & Management
• Waste Operations
• Street Cleansing (Streetscene)
• Grounds Maintenance
• Town Centres & Coast
• Area Management (CAF)
• Programme Management
• Bereavement Services.

Qualities and Attributes

• Innovative strong leader and coach
• Skilled leader with the ability to listen, influence and negotiate
• Commitment to excellent customer service
• Commitment to “excellent performance” and the highest standards of professionalism for self and whole team
• A “no boundaries approach” to resolving issues
• Self-awareness
• Energy, enthusiasm and pace
• Personal resilience and ability to work under pressure
• Probity and integrity
• Fairness and consistency

Comments

In addition to the above responsibilities and tasks, you may be required to undertake additional or other duties and responsibilities in order to meet the needs of the Council, as determined by the Chief Executive.

South Tyneside Council is committed to safeguarding and promoting the welfare of vulnerable children and adults and has a collective responsibility to provide the best start in life for children and young people and to act as a corporate parent for looked after children. All employees and volunteers are expected to share this commitment.

All employees have a responsibility to undertake training and development as required. They also have a responsibility to assist, where appropriate and necessary, with the training and development of fellow employees.

All employees have a responsibility of care for their own and others’ health and safety.

The standard working week is 37 hours. The nature of the role is such that you will regularly need to work outside normal working hours, including attendance at evening meetings.

Experience

• Substantial experience and a proven track record of managing and developing in a senior operational role.
• Substantial experience of leading a successful housing service ensuring performance and quality management and in compliance with legislation.
• Extensive experience organising, leading and managing multiple teams, developing employees and achieving results through others and a successful track record of leading and managing organisational and cultural change, engaging with and influencing a large workforce.
• Substantial experience of managing assets and equipment to ensure they are maintained to a high standard in compliance with legislation.
• Substantial experience of strategically managing budgets or resources, evaluating competing budgetary priorities and delivering innovative solutions to traditional challenges.
• Experience of delivering a culture of continual improvement.
• Experience of working with, supporting and advising Elected Members.
• Proven experience in the strategic management and delivery of a group of services and a sound track record in the delivery and implementation of business strategies and plans.
• Evidence of providing clear, balanced advice and guidance on strategic issues that achieve the corporate and service objectives of the organisation.
• Evidence of negotiating at a senior level and experience of presenting at board level.
• A proven track record of communicating effectively to a wide range of audiences both internally and externally to achieve the corporate and strategic objectives of a large organisation.
• Experience of managing change in a large, comparable organisation.
• Degree or equivalent professional level qualification in a relevant subject.
• Evidence of appropriate leadership development.

Ability, Skills and Knowledge

• An understanding of and commitment to the Council’s PROUD values and behaviours.
• Ability to ensure equal access to and treatment in employment and services.
• A strong communicator and influencer, able to apply a structured and disciplined approach to work activities. Ability to develop, communicate and gain ownership of a clear vision and direction.
• Sound leadership skills and ability to provide coaching and employee guidance.
• A “team player” who will actively participate in the strategic development of the Council.
• Strong decision maker, positive and open-minded approach, innovative, and open for new solutions.
• Ability to deliver results, work under pressure and deliver to tight deadlines.
• Capable of leading by example, taking ownership and being accountable for deliverables.
• Ability to lead change with both empathy and rigour.

Personal Style and Behaviour

• At a position where you are seeking significant career challenge with the drive to succeed in this important role.
• A commitment to the Borough Vision, Council Plan and PROUD Values and behaviours.
• A passion for furthering Equality, Diversity, Inclusion and Belonging.
• Personal and professional demeanour and credibility which commands the confidence of Elected Members, senior managers, employees, the local community, external partners and other stakeholders.
• A strategic thinker, able to manage a complex multi-discipline organisation.
• Acts and thinks corporately with a collaborative style that empowers others.
• Leads by example and delivers without supervision. Resilient and confident in own ability to make sound decisions incorporating information from varying sources.
• A commitment to delivering positive outcomes.
• A commitment to improve the quality of service to the community, best value and best practice.
• Highly developed verbal, written and presentation skills.
• Highly motivated, resilient and not easily discouraged.
• A commitment to learning and personal development.
• Imaginative problem solver, able to apply remedial actions to business issues and establish permanent solutions.
• Excellent interpersonal skills with the ability to lead, motivate and manage teams.
• Commercially aware, focussed on customer service, possessing drive and determination to drive the business of the Council.

Paul Fleming

• Highway Assets: Continued improvement to the highway asset. We will do this by utilising best engineering principles, update the Highways Asset Management Plan (HAMP) and continue to implement the highway maintenance Code of Practice. This will ensure we maximise value for money and improve the lifespan of our assets.
• Road Safety / Traffic Improvements: The team provides road safety education within schools, management of the school crossing patrol service and the design and implementation of road safety and traffic management schemes which include parking restrictions, permit schemes and advisory parking restrictions.
• Parking Services: Management of 41 off-street car parks and 238 on-street parking bays. The Council is responsible for the operational management and enforcement of these facilities. The Council also enforces residents’ parking schemes; bus lane and school keep clears.
• Construction Works: The construction element of the service is delivered through an in-house frontline construction team. They deliver capital and revenue works to maintain the highway network and construct road safety schemes across the borough, utilising specialist sub-contractors where necessary.
• Street works: This area of the service manages requests from utility companies and their contractors to excavate within the highway and footway to maintain and expand their utility network.
• Network Management: Improved Network Management coordination to reduce congestion, improve air quality and journey times.
• Health and Safety: the safety of our workforce and the users of our asset should not be compromised in any situation. We will ensure that good practices and principles are always applied to ensure that we comply with policies and regulations.
• Fleet: Fleet Services will provide a fit for purpose, cost effective and compliant fleet for the Council operations

Andrew Whittaker

Neighbourhoods:

• Street Cleaning/Beach Cleaning: including for mechanical and manual sweeping, fly tipping, beach cleaning and foreshore management, litter and recycling bin emptying, and graffiti. This service is provided in house and follows the Litter Code of Practice. The Foreshore has a Blue Flag for 2024.
• Weed and herbicide treatment. This Is carried out through an external contactor however the Council is working with Friends of Groups to reduce the need to provide treatment in some areas
• Grounds Maintenance: including grass cutting, shrub maintenance and bedding, is also provided externally through two contracts.
• Untidy Sites: An internal working group leads on enforcement and engagement activities at the many sites requiring intervention, particularly in our Town Centres and hospitality sector.
• Out of Hours Services: The Street Cleaning team provide this important function to ensure compliance and support for residents and partners
• Town Centres/Villages and Foreshore: The team coordinate meetings with our businesses to ensure great lines of communication and engagement at this difficult time for the high street

Bereavement Services:

• Crematorium services operate internally at one location. The Crematorium has the latest emissions equipment fitted.
• There are 4 active Cemeteries, and the remaining operational lifespan of these sites is under review
• Memorial Safety. A regime of monitoring and management is underway with an internal team.
• Memorials. The service manages residents’ requests for memorials at our formal facilities, and also within our community and open spaces

Community Area Forum management:

• The small team manage the forward-looking area planning process, Elected Member liaison, CAF grant funding applications and partner engagement

Gary Kirsop

Housing

Develop and implement a holistic Homeless Improvement Plan by working with all partners to develop a preventive homeless service with suitable support for complex cases, an appropriate accommodation offers and effective resources to tackle homelessness.

By continuing to implement the Financial Inclusion Strategy we will continue to provide advice, signposting and referral support to those customers who may be financially, digitally, or socially excluded. This is being done in partnership with STC and external partners.

We will develop our approach to safeguarding by designing, developing, and implementing safeguarding protocols which ensure that vulnerable adults and children are safeguarded, and Housing Services are a key part of the provision of holistic, joined up people-based services.

Continue to develop people-based Housing Services with an inclusive behind the door approach with particular focus on those customers with additional or multiple complex needs and ensure this approach is embedded within STC and the external environment.

Property Services

The landscape within the Social Housing Sector has changed significantly over recent years not only with legislation and regulation through the Building Safety Act 2022, the introduction of a new Building Safety Regulator and The Social Housing (Regulation) Act 2023. Further impact has been felt through inflationary costs for materials, increased demand for repairs, and the availability and retention of skilled trades.

Therefore the Asset and Property Services Team have placed a great focus on following key priorities.

Effectively implement the approved Capital Investment Programme to ensure that the Council’s housing stock is maintained to the Decent Homes Standard. Including the development of plans to tackle those properties that fall below EPC C, whilst working with Strategic Housing to develop and agree a costed Affordable Warmth Strategy.

Review our workforce plan and contractor requirements to confirm the resources required to deliver a 5 year investment programme.

Engage with tenants and review the feedback from the Tenant Satisfaction Measures to develop a Repairs and Maintenance Service that delivers high levels of customer satisfaction and provides value for money.

Maintain the safety of tenants and buildings through ongoing checks and cyclical works in line with legislation and regulation.

Develop plans that ensure compliance with the consumer standards and evaluate the findings of Awaab’s Law Consultation.