Are you a visionary leader passionate about shaping strategic and operational housing management services? Our client is seeking a dynamic and experienced Director of Housing Services to join their leadership team. Based in St Helens, Warrington, or Liverpool, and reporting to the Group Director of Housing, you'll play a pivotal role in developing and delivering focused, strategic, and operational housing management services. This is your chance to drive meaningful change, forge impactful partnerships: This is one of three Director of Housing Services roles, each focusing on key areas: - Neighbourhood Housing - Income & Leasehold, Complaints & Tenant Voice - Allocations & Lettings, Safer Estates (ASB), Customer Services The primary focus for this role will be on Income & Leasehold, Complaints & Tenant Voice, but they are seeking a candidate with the flexibility and expertise to work across all areas as needed. If you are ready to make a significant impact and lead with vision and purpose, they would love to hear from you Responsibilities: Neighbourhood Housing - Support the Group Director of Housing (GHD) in implementing innovative, sector-first service delivery models grounded in research, commercial best practices, and digital design. - Lead strategic priorities as a social landlord, focusing on tenancy and neighbourhood sustainability while addressing risks from deprivation, policy changes, and shifting demographics. - Collaborate with health partners to integrate emerging health and social care delivery models. Income Management - Oversee Group rental income collection, including arrears, service charges, and bad debts. - Lead the Group’s response to welfare reform risks, mitigating the impact of benefit changes on customers' rent payments. - Leasehold Services - Develop creative strategies for leaseholder services and management, including emerging tenures like Rent to Buy. - Collaborate with Assets to ensure full cost recovery in Leasehold management. Complaints & Tenant Voice - Ensure compliance with regulatory standards, addressing complaints effectively and implementing improvements based on feedback. - Develop robust tenant engagement models, fostering a strong Tenant Voice and stakeholder governance. - Lead the strategic response to tenant and neighbourhood risks affecting sustainability. Allocations - Oversee the allocations service, tackling low-demand properties and ensuring legal compliance in policies. - Drive the growth of the Under One Roof Service, balancing cost recovery and strategic insights. - Customer Services - Transform customer-facing services using digital and automation solutions while achieving channel shift targets. - Develop a strategic vision for customer service aligned with corporate priorities and commercial practices. Safer Estates (ASB) - Lead efforts on anti-social behaviour, hoarding, domestic abuse, and knife crime. - Build collaborative partnerships to deliver safer estates services. - Develop legally compliant policies and procedures for effective enforcement tools. Skills & Experience: - Degree level education, or equivalent, or demonstrable experience - Membership of CIH at level 4 or above - Evidence of implementing strategies, policies, operational plans and managing risk - Experience of leadership and management at senior level - Proven experience of managing transformational change projects - Evidence of implementing innovative solutions and approaches to service delivery - Excellent knowledge of industry best practice and the ability to integrate this in support of strategic aims - Excellent written and oral communications skills including public speaking, report writing and presentation skills, conveying information in a coherent manner relevant to the audience - Evidence of compliance with relevant legal frameworks across service area - Extensive knowledge, experience, and evidence of managing services within chosen practice areas - Excellent IT skills Interview Process: - Candidates will undergo a two-stage interview process, including a competency-based first interview, followed by a second stage featuring a presentation element and psychometric testing. Additional Information: Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed: - Right to work verification - Qualification certificate check - 2x Completed references - OH Health Questionnaire – Fit For Work - DBS check (if required for role) - Completion of all new starter documentation including signed T&C’s Please note, we reserve the right to close this vacancy early if we receive a high volume of applications. REF-218 562