Relationship Manager

The Relationship Manager is responsible for the ongoing performance management, commercial oversight, governance, contractor assurance and strategic relationship management of all contractors operating within the Southwark Voids Service.

The role acts as the primary interface between Southwark Council and its contractor network, ensuring contractors consistently deliver against contractual obligations, KPI targets, quality standards, compliance requirements, productivity expectations and value for money objectives.

Reporting directly to the Interim Voids Business Development Lead, the Relationship Manager provides an independent contractor assurance and performance management function, enabling objective oversight of contractor delivery, robust performance challenge and strategic visibility of contract performance across the service.

The role is critical to sustaining the Voids Recovery Programme whilst simultaneously supporting the successful management of the newly implemented voids delivery model. The postholder will play a key role in driving contractor accountability, monitoring performance trends, managing commercial outcomes and ensuring suppliers contribute effectively to reducing turnaround times, increasing housing availability and minimising rental income loss.

Role Relationship Manager

The Southwark Voids Service is operating within a significant service recovery and transformation programme designed to improve operational performance, increase the number of homes returned to occupation and reduce substantial rental income losses associated with prolonged void periods. The operating model now comprises two distinct but interdependent delivery areas, each requiring dedicated contractor management, performance monitoring and governance oversight

1. Core Voids Service ? Post Mobilisation Delivery Relationship Manager

The Council has recently completed the mobilisation of new voids delivery arrangements and is now entering the critical post-mobilisation phase. The priority has shifted from implementation and onboarding activities to ensuring contractors consistently deliver against contractual commitments, productivity targets, compliance requirements and service standards. The focus is now on embedding sustainable ways of working, improving contractor maturity, driving service performance and ensuring long-term contract success. The Relationship Manager will provide ongoing oversight of contractor performance, governance, commercial management and continuous improvement across this newly established delivery model

Key areas of focus include: Relationship Manager

• Contractor KPI achievement.


• Operational performance management.


• Commercial performance monitoring.


• Contract compliance.


• Governance and assurance.


• Value for money delivery.


• Performance challenge and intervention.


• Continuous improvement planning.


• Long-term contractor development.


• Delivery of contractual obligations.

• Significant experience managing housing, repairs, maintenance or property-related service contracts.


• Strong contractor relationship management experience.


• Significant experience managing performance frameworks and KPIs.


• Experience undertaking commercial and financial contract reviews.


• Experience leading contractor governance arrangements.


• Experience producing management information and performance reporting.


• Experience implementing contractor improvement plans.


• Experience managing multiple suppliers and delivery partners.


• Experience operating within a social housing, local authority or regulated service environment.

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