Director of Service Management

2 weeks ago

London, Greater London, United Kingdom Peabody Full time
160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties.

The organisation's purpose is to help people flourish by providing great homes and housing services, making a positive impact in communities, and creating an inspiring, inclusive place to work.

We are looking for a Director of Property Services to join the business who's purpose will be to develop and deliver a high-quality responsive repairs service to all customers while at the same time offering value for money to the organisation.

To include developing a consistent level of service to residents across all areas of operation while deploying a variety of delivery models to manage risk.

Also continually seek to improve and modernise the service and associated customer experience.

Develop and deliver a high-quality maintenance and repairs service, with the resident at its heart, for around 100,000 properties with efficient delivery and minimal customer inconvenience.

Measure and monitor service performance to identify improvement areas and implement enhancements.
Ensure team alignment with corporate objectives - safety, high customer service quality, and value for money.

Manage significant contractual relationships within the supply chain, meeting obligations, service levels, governance, risk management, and quality auditing for continuous improvement.

Evolve the service, focusing on a lean but effective resident-centric team structure
Develop and maintain standards, policies, procedures and specifications framework, implementing equal opportunities and conduct policies.
Ensure health and safety for residents, colleagues, contractors, and those impacted by repairs activities.
Develop service oversight identifying property condition detriment risks and enabling swift reactive measures.
Manage delivery model dependency risks by exploring, implementing, and monitoring market options to achieve objectives.
Proactively identify underperforming service delivery and financial models, recommending future service delivery enhancements.

A customer service champion with the passion and drive for excellent service.

Extensive experience of managing a multi discipline budget exceeding £25M per annum for works/services in the housing sector or other relative sectors.

proven record of preparing and delivering persuasive, high quality, written and verbal reports and presentations within the organisation up to Group Board level and externally.

An experienced collaborator with a proven record of successfully leading, managing and coaching employees and supporting them through times of change.

Proven record of developing and leading on change management programmes through employee engagement, involvement, and collaboration.
Strong commercial awareness with knowledge of budget management, planning and proven experience of leading on risk management.
Effective, networking, negotiation and influencing and stakeholder management skills.

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