Annette Moss

• Responsible for the day-to-day operations of Community Base.

Licensee / Service User / Stakeholder liaison

• Day-to-day point of contact for tenant and service focused operations.
• Licensee liaison, relationship building with Directors / licensee representatives, and dealing with higher-level issues and complaints.
• Organise a forums for communication with tenants to ensure high levels of licensee satisfaction.
• Primary point of contact for licensees to discuss financial issues including expanding or contracting their space, subletting, and any other relevant issues.
• Liaise and oversee licensees moving in / out.
• Research, recommend, plan and procure capital improvement works.
• Liaise with licensees, freelance Maintenance Manager, Trustee Board and other stakeholders for all improvement and remedial works.
• Deputise in the Director’s absence.

People management

• Line manage the Receptionist and work closely with the freelance Maintenance Manager.
• Conduct supervision and appraisals with reception staff, locums and volunteers.

Operations and Health and Safety

• Oversee the day-to-day operations of the centre.
• Develop processes, procedures and policies.
• Implement the strategic business plan.
• Update and ensure stakeholder awareness of business continuity plan.
• Procure and manage hard and soft service contracts.
• Ensure the building and facilities are clean and well maintained.
• Planned preventative maintenance and safety checks management.

Environment and energy saving

• Undertake carbon footprint calculations and reports to be shared with licensees and the board of trustees.
• Seek to reduce carbon emissions at time of procurement and disposal of materials and goods.
• Work with licensees to reduce energy use and carbon emissions.

• Responsible for managing a team to deliver services to the public.
• Responsible for the day to day operation of the building, car park and grounds.

Health, Safety and Environmental responsibilities

• Attend CET Health and Safety Steering Group.
• Update local H&S policy and documentation including risks assessments.
• Deliver Health & Safety training to staff and develop new training where necessary.
• Ensure equipment is maintained and safe systems of work are in place.
• Investigate accidents and report findings as appropriate.
• Ensure buildings and facilities are clean and well maintained.
• Manage waste, recycling and cleaning on site.
• Ensure planned preventative maintenance and safety checks are carried out.
• Ensure repairs are done in a timely fashion to a good standard.
• Attend project management meetings, and work collaboratively with other departments and agencies playing an active role in refurbishment projects and development planning.

People management

• Manage Public Service team and Premises Officer ensuring delivery of high quality customer care and service.
• Recruitment lead. Draft and place ads with HR and chair appointing panels.
• Oversee recruitment and training of additional casual staff .
• Ensure all staff have regular monthly supervision and an annual appraisal.

Financial responsibilities

• Budget forecasting and monitoring.
• Capital spending and asset replacement planning.
• Purchasing co-ordinator, authorising financial transactions, raise PO’s and invoices.
• Authorise Payroll documents and casual and additional hours submissions.
• Administrate daily takings, card payment reconciliation and authorise refunds.

Other duties

• Work collaboratively with partner organisations and other departments within ESCC.
• Prepare reports and information for management team and board meetings.
• Develop business continuity and emergency plans.
• Contribute to open days and welcome events.
• Deputise for the Team Manager and Senior Archivists.

• Deliver effective building & facilities management service for the residences.
• Conduct safety inspections across residences.
• Ensure planned preventative maintenance and safety checks are carried out across residences.
• Coordinate repair and refurbishment of communal areas and individual properties liaising with housing officers, contractors and residents.
• Ensure equipment is maintained and safe systems of work are in place and conduct risks assessments.
• Investigate accidents and report findings as appropriate.
• Ensure residences and grounds are well maintained.
• Organise and support Resident Committee groups and events.
• Develop relationships with the wider Community linking residents to external services and community activities.
• Point of contact for prospective residents.
• Coordinate free IT sessions for residents and distribution of wi-fi devices and laptops.
• Act as a digital champion for the scheme.
• Support residents with rent statement queries.
• Support and prompt residents to independently, or with additional support, deal with outside agencies such as Housing Benefit and energy suppliers.
• Refer residents to Support Worker for help and referral to benefits, money and budgeting support services.

• Responsible for the operational management of the student residences.

• Worked collaboratively with the Housing Office, Student Support Manager and other departments.
• Ensured a successful student intake weekend putting 4000+ students to bed.
• Acted as Health, Safety and Environmental Coordinator for Residential Services.
• Produced and update the safety handbook and risks assessments.
• Completed annual safety inspections and compiled the annual health & safety report.
• Ensured Health & Safety training was given to staff, developing new training where necessary.
• Ensured equipment is maintained and that safe systems of work were in place.
• Investigated accidents.
• Ensured buildings were well maintained.
• Ensured compliance with the UUK Code of Practice for Student Accommodation.
• Worked on the design brief for new builds.
• Attended project management meetings and worked collaboratively with other departments and agencies.
• Managed and motivated a large team (85+) based at multiple locations to operate as part of an effective and co-operative team delivering high quality customer care and service.
• Drafted and placed ads with HR and chaired the appointing committee.
• Ensured staff received an annual staff appraisal.
• Undertook and investigated disciplinary issues acting as investigating officer or chair where appropriate.
• Budget forecasting and monitoring.
• Acted as Purchasing Co-ordinator for the Unit.
• Authorised financial transactions, HR and Payroll documents.
• Authorised rent rebates and discretionary payments to residents.
• Deputised for the Residential Services Manager.

• Project manage relocation of centre to a new purpose built facility.
• Build key relationships with partners and stakeholders, including BHCC, BACA, and B&H Albion.
• Ensure new premises fit for purpose and negotiated funding and support from BHCC and B&H Albion.
• Manage daily centre operations, creating a safe and nurturing environment for users.
• Develop, maintained, and implemented all health and safety requirements.
• Manage building maintenance, security, and cleaning requirements.
• Manage and negotiated all building-related contracts and budgets.
• Work closely with CEO and project manager to ensure full compliance.
• Generate and maximise income streams from room hire and café revenue.
• Develop and deliver marketing strategy, including direct e marketing and social media.
• Create marketing materials and copy for website, press releases, and newsletter.
• Line manage administration team, cleaning, and community café staff.
• Support admin and café team in delivery of good customer service and develop feedback and improvement processes.
• Recruit, support, develop, and induct volunteers.
• Created volunteer handbooks and resources and achieve volunteer quality mark.
• Build relationships with key partners for volunteer training opportunities, qualifications and life progression.

• Develop fire safety and security procedures and conduct risk assessments.
• Maintain and develop property management routines and maintenance schedules.
• Coordinate maintenance, improvements, and major refurbishment works for facilities and buildings.
• Prepare tender documents with directors and stakeholders for submission.
• Handle planning applications and resolve planning issues as required.
• Plan budgets and manage capital expenditure planning for projects.
• Serve as point of contact for current and prospective licensees.
• Facilitate communication forums for licensees to share updates.
• Prepare board meeting reports with relevant information and recommendations.
• Draft HR documents and create interview questions for recruitment.
• Participate in staff selection activities for new hires.
• Develop and commission online web resources, databases, and room hire systems.
• Deputise for director to cover responsibilities when required.

• Team member delivering group day service programme for adults with complex mental health needs.
• Periodic lone worker and designated responsible person on site.
• Support clients to maintain independent living and develop personal skills and networks.
• Prompt clients with day-to-day living skills per support plans.
• Deliver practical help with cooking, cleaning, budgeting, shopping, and tenancy duties.
• Dispense and administer prescribed medication while supporting self-medication and records.
• Enable clients to access activities and services matching support plan goals.
• Support use of community resources to counter discrimination and encourage inclusion.
• Provide clients with health promotion information and guidance on benefits and employment.
• Monitor client progress, judge mental health changes, and escalate relapse signs.
• Maintain accurate written records of client support sessions for audit.