Senior Director, Data Services Quality Management
2 weeks ago
The organisation has one main purpose: to provide good quality homes, great services, and real opportunities for their customers and communities.
They are constantly evolving as a business to ensure they are supporting their customers and communities. One Manchester focuses on improving the communities they serve by offering a range of services, including employment opportunities, building new developments, and ensuring their customers have safe homes to live in.
Reporting to the Chief Experience Officer, the successful candidate will be responsible for leading, developing and providing overall strategic direction and operational management for the Customer Function.
Lead, develop and provide overall strategic direction and operational management for the Customers Function.
To support the Head of Communities to implement holistic neighbourhood plans that maximise social impact for customers and support thriving communities.
Have overall responsibility for the Contact Resolution Service (CRC) and specialist services (allocations, income collection, community safety, greenspace and facilities).
Lead and shape the tenancy management of shared ownership, rent to buy and market rent customers ensuring compliance with tenure specific legislation, regulatory requirement, internal policies and procedures and income targets.
To have strategic oversight to ensure the collection of £60m pa rental income and the recovery of any existing or former tenants’ arrears.
Ensure complaints and complex queries are resolved within agreed timescales and in line with regulatory requirements.
Use customer data to identify opportunities where service provision can be tailored to meet the needs of different customer groups.
Ensure that the voice of customers is heard in the development of plans and in the on-going scrutiny of service performance and outcomes.
One Manchester is looking to appoint a senior leader who has the following attributes:
Track record of running an efficient customer-facing social housing service in neighbourhoods with high customer service levels.
Ability to work collaboratively and build successful working relationships with all key stakeholders and partners to achieve community and neighbourhood regeneration.
Experience of providing high-quality, responsive and value-for-money tenancy management and related services.
A motivational leader experienced in building high-performing teams and developing a customer-driven performance culture.
Demonstrable communication skills, able to produce quality materials, and confident presenting and influencing skills.
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