Job Advert
Exciting Leadership Opportunity at Torus: Director of Housing Services (Customer)
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:
We’re looking for a strategic leader with:
* 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.