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.
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