Are you an innovative leader with a passion for transforming customer services in housing? Torus is seeking a dynamic Director of Housing Services (Customer) to lead our efforts in providing outstanding customer experiences. In this pivotal role, you'll shape the strategic direction of our housing services, ensuring a seamless, efficient, and enhanced customer experience. As Director of Housing Services (Customer), you will lead the following key areas: Customer Resolution: Oversee high-quality complaints handling, ensuring compliance with regulatory standards and driving continuous service improvements. Customer Hub: Drive the transformation of customer-facing services through a shared service approach, utilising automation, improving customer contact performance, advancing channel shift, and aligning with corporate strategic goals. Customer Involvement: Develop and implement innovative models for tenant and stakeholder engagement, building a strong Tenant Voice and supporting governance. Key Responsibilities: Strategic Leadership: Drive the implementation of a customer experience strategy, ensuring all customer touchpoints align with our corporate priorities. Change Management: Lead transformational projects and manage operational services to improve performance and service delivery. Stakeholder Collaboration: Build strong relationships with key partners, agencies, and internal stakeholders to ensure a holistic customer experience. Value for Money: Oversee budget management, procurement practices, and the delivery of cost-effective services while maintaining high standards. About You: Proven track record of implementing strategies, policies, and operational plans Experience managing risk and implementing innovative service solutions. Strong IT skills and knowledge of industry best practices. Compliance with relevant legal frameworks. Extensive management experience Proven ability to lead transformational projects, managing change through inclusive, flexible approaches. Strong leadership skills, able to inspire and motivate teams. Ability to influence and drive innovation, with experience managing at a senior level. Experience in governance and financial compliance management. Ability to manage budgets and assess risk in a balanced way, providing sound advice. 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.