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We are seeking an experienced Head of Housing Service Centre to lead a pivotal team within the Housing & Regeneration Directorate at Local Authority. This role involves managing a dynamic Housing Service Centre with approximately 58 staff members, focusing on delivering a first-class customer experience for all interactions within the Council's Housing Management Division. The ideal candidate will drive strategic initiatives, operational excellence, and customer service improvements, fostering a culture of innovation and continuous improvement.
You must have experience within a similar role within Social Housing to be considered for the role.
Key Responsibilities
路Strategic Leadership: Set the strategic direction for the Housing Service Centre, aligning with the council's priorities and the Customer Access Strategy to enhance service delivery and operational efficiency.
路Operational Management: Oversee the daily operations of the Housing Service Centre, ensuring efficient, high-quality customer interactions and first-time resolution of issues.
路Performance Management: Lead a challenging suite of performance indicators and service standards to deliver best-in-class service, balancing timeliness, quality, and efficiency.
路Customer Experience: Champion customer service change initiatives to improve the customer experience, utilizing Lean methodologies and data-driven insights.
路Stakeholder Engagement: Develop strong partnerships with senior leaders and other functions, effectively resolving complex customer experience issues and providing pragmatic solutions.
路Project Management: Sponsor and evaluate customer service projects, ensuring alignment with regulatory requirements, legal precedents, and best practices.
路Team Leadership: Manage and inspire a team of up to six direct reports, fostering a proactive, adaptable, and responsive service culture.
路Regulatory Compliance: Stay abreast of regulatory and policy matters related to social housing management and apply this knowledge to ensure compliance and drive service improvements.
About You
路Experience: Extensive experience in managing teams within a customer-focused environment, with a strong track record in delivering high-performance targets and excellent customer service within housing services
路Leadership: Proven ability to inspire, lead, and influence stakeholders at all levels, instigating and facilitating change within complex organizational structures.
路Technical Proficiency: Experience using data insights and customer segmentation to transform and reposition services, including the digitalization of service delivery.
路Innovation & Problem Solving: Strong problem-solving skills, with the ability to develop innovative solutions that drive continuous improvement and enhance the customer experience.
路Knowledge: Thorough understanding of current best practices across customer experience disciplines, with insight into property/housing management functions.
路Qualifications: A relevant professional qualification or experience in leading transformation in a customer-focused environment, such as Prince2 project management or Lean Systems Thinking, is desirable.
Why Apply?
This is an exciting opportunity to take on a leadership role within a transformative environment, where you can make a significant impact on the delivery of housing services. You will work with a dedicated team and have the chance to shape the future of customer service in housing management, driving improvements and ensuring a high-quality experience for all residents.
If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW.
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Footnote
If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
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