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Head of Residents First

1 month ago

Harrow, United Kingdom Harrow Council Full time

Overview:
The London Borough of Harrow is seeking a driven and visionary leader to spearhead our Residents First (Housing) service.

In this pivotal role, you'll provide strategic direction, operational management, and financial oversight, ensuring each aspect of Residents Services delivers outstanding support to our residents - tenants, leaseholders, freeholders, and commercial tenants.


What you'll do:

  • Craft and implement a clear vision for Residents Services, fostering seamless integration with other council services, partners, and stakeholders.
  • Lead a highperforming team, empowering them to deliver exceptional customer service that exceeds resident expectations.
  • Develop and implement innovative strategies to improve service efficiency and effectiveness.
  • Manage a significant budget, ensuring responsible financial stewardship.
  • Champion collaboration across the council to achieve our wider objectives.

What you'll bring:

  • A proven track record of success in leading and transforming housing or customer service operations.
  • Strong strategic thinking and planning skills, with a focus on continuous improvement.
  • Indepth understanding of housing legislation and best practices.
  • Excellent communication, interpersonal, and relationshipbuilding skills.
  • A passion for resident empowerment and a commitment to delivering exceptional service.

If you're a passionate leader with a vision for resident-centric housing services, we want to hear from you

This is a fantastic opportunity to make a significant impact on the lives of our residents. Join us and be part of shaping the future of Harrow

About you:

  • Chartered Institute for Housing Level
  • Experience of housing management in particular services to tenants and leaseholder in residential housing and the legal framework.
  • Experience of putting in place strategies which maximise income from rents, service charges, commercial income and leasehold charges including for major capital works.
  • Substantial and successful experience of strategic management and demonstrable personal achievement of delivering at a senior level in a similar role.
  • A track record of establishing and maintaining a strong performance culture including effective performance measures, the evaluation service quality and improving service delivery which meets the needs and expectations of customers.
  • A strong and highly motivated leader with energy and credibility who commands the confidence of Members, senior managers, colleagues, partners and stakeholders.
  • Highly developed analytical and interpretation skills enabling judgements on a range of frequently highly complex and often conflicting facts and circumstances.
  • Experience of working with elected members to deliver effective resident focussed outcomes and high levels of satisfaction.
  • Strategic thinker, able to develop strategy and initiate and evaluate changes in policy and procedures.

Related Documents:
For more information, please refer to the Role Profile/Selection Criteria

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