Head of Housing Operations
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
As the Head of Housing Operations you will be responsible for providing leadership and direction across our Customer Relationship, Income, Welfare and Neighbourhood teams.
You will be responsible for ensuring we have the most effective processes in place, to enable us to deliver outstanding services with excellent outcomes for our customers.
You will have in-depth knowledge of arrears recovery, tenancy sustainment and managing anti-social behaviour – alongside building thriving neighborhood services and tenancy support offers.
With a proven track record in residential housing management and demonstrable financial management and budgetary control, you’ll adopt a proactive and strategic approach to management of our tenanted portfolio by ensuring your department delivers excellent customer service, compliance and value for money.
This is a hands-on role where you will be making a clear impact in the community and for our residents.
• Provide leadership, coaching and training to the team so that they provide an excellent and professional service in dealing with our customers, ensuring a positive customer experience and outcome
• You will need to have strong interpersonal, communication and leadership skills at all levels
• To act as a role model in actively putting the customer at the heart of the service. You will find ways to give residents a say in decisions that matter to them
• To exercise strategic and operational leadership to ensure the full development of our service vision, its promotion and continuous improvement
• Responsibility for ensuring that your team work safely
• Ensure the team proactively delivers high quality services of mixed tenure management including letting empty homes, income collection, management of service charges, anti-social behaviour, estate management, safeguarding, tenancy fraud case management and other day to day tenancy issues
• Strategically lead and develop the operational management team to enhance performance by setting clear accountable performance measures
• Identify new tools and technologies to better serve the customer through leading SBHG’s customer satisfaction strategy
• Responsible for reviewing and developing current policies and procedures
• Responsible Senior Leader in the organisation to ensure compliance with the RSH’s Consumer Standards and housing legislation
• Set and manage the budget (c£2m p/a) for the service.
• Responsible for the rent and service charge collection of c£40m p/a
• Define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning in conjunction with business objectives and service level agreements
• You will be commercially and financially aware and be able to evidence the ability to develop good services and customers’ needs
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues
• Lead on the development of the service’s operational risk map, implementing management actions and mitigations
You will have previously worked as a Head of Housing or Assistant Director of Housing and managed neighbourhood and housing operations teams.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
• Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI’s & SLA’s, in a quality led, legislative compliant environment
• A strong sense of ownership and responsibility for your work and a commitment to collaborative working with colleagues, suppliers and residents
• Good working knowledge and experience of contract management
• Experience of external and internal partnership working to achieve positive outcomes for customers and the organisation.
• Adept at using key applications and able to interrogate systems and understand data and insight and turn this into action
If you feel that this could be the role for you, please upload your CV and no more than two sides of A4 setting out your suitability for the role, giving examples of how your skills and experience meet the job requirements.
Application deadline : 24th August 2022
1st Stage Interview : 6th September 2022
2nd Stage Interview : 13th September 2022
Shepherd’s Bush Housing Group has a commitment to ensuring that equality and diversity is integrated at the core of our business and responds to the needs of our employees, workers, stakeholders and customers. By accessing, recruiting, and
developing people from the widest possible talent pool, we gain an insight into different communities. This allows us to generate greater creativity in supporting the diverse needs of our customers and the community.
We are committed to equality and valuing diversity within our workforce and with the volunteers who give their time to us. We expect everyone to understand and accept their personal responsibility to recognise and value differences and the unique contributions that people make to the way we deliver our services.
For more information about us or the role, visit www.sbhg.co.uk or contact our HR Team on: HR.Team@sbhg.co.uk
Our mission
We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.
We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.
Our mission is social heart, business head, local impact.
Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.
Our values
Community focused
Caring
Accountable
Innovative
Why work for us
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