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Head of Operations

4 months ago

Portsmouth Hampshire, United Kingdom VIVID Full time

VIVID owns and manages 35,000 homes across Hampshire, Surrey, Berkshire, and West Sussex. VIVID believes everyone has the right to a safe and secure place to call home and also provides its customers with a wide range of tailored support to sustain their tenancies and look after their wellbeing. Like the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description. VIVID is one of the largest developers of new homes amongst housing associations in England, having built over 1,500 last year. This is an exciting opportunity to join VIVID as their Head of Operations. This new post reporting to the Customer Services Director, will be responsible for income recovery and income maximisation for customers, as well as ensuring the allocation of homes is a positive experience for customers, minimising void loss, and working with local authority partners to understand need, demand and supply constraints. VIVID is undergoing a transformation period and significantly investing in its systems and digital offer. The successful Head of Customer Experience will be unashamedly customer-centric and commercially driven with a strong grasp on the utilisation of data to make business-critical decisions, and improve processes to drive customer satisfaction. Some responsibilities include:

  • Management responsibility for the following functions: Income and debt recovery, income maximisation and allocation of homes, policy, consumer regulation and special projects.
  • Leading high-performing teams who deliver excellent customer services, creating a customer centric performance culture that drives satisfaction and embeds a continuous improvement approach.
  • Maximising income recovery and income maximisation for customers.
  • Ensuring the allocation of homes is a positive experience for customers, keeping void loss within target and working with local authority partners to understand need, demand and supply constraints.
  • Overall coordination and review of all customer facing polices, consumer regulatory requirements and ensuring changes within the sector are risk assessed and actioned as appropriate.
  • Taking the lead in special projects as they emerge.
VIVID is looking to appoint a senior leader who has the following attributes:
  • Excellent knowledge of income recovery and allocations within the social housing sector.
  • A sound understanding of and experience held in a high level role within the social housing environment, including regulation and emerging government policy.
  • Track record of service delivery in a customer centric business.
  • Proven experience of continuous improvement and transforming service.
  • A strategic thinker with ability to see the ‘wider picture’ and create strategy accordingly.
  • Vibrant and effective leadership skills gained through qualification and experience.
  • Experience of leading major organisational-wide change projects.
  • The ability to work to tight deadlines and motivate teams to do the same.
  • Degree level qualification preferred plus a member of or working towards chartered membership of CIH.
  • A clear commitment to equal opportunities, principles and practices in service provision and employment.
  • Ability to travel between Basingstoke and Portsmouth offices are required.
What's on offer:
  • Salary banding - £91,000 to £95,000.
  • 30 days holiday + bank, sell up to 10 days.
  • Private medical insurance.
  • Performance related bonus up to 10% of salary.
  • Life assurance x3 salary.
  • Healthcare cash plan.
  • Salary sacrifice electric car scheme.
  • Generous salary sacrifice pension matched up to 10%.
  • A real sense of work/life balance where we promote flexible working and an agile culture.
If you are interested in hearing more about this opportunity, please get in touch with one of our consultants at Neemar Search. Tom Neely Director – Eliot Jeffries Associate –