Director of Housing Services

1 week ago

St Helens, United Kingdom EASYWEBRECRUITMENT.COM Full time
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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