Head of Housing and Customer Service
6 months ago
**18576**
**Head of Housing and Customer Service (Local Authority)**
**Public sector - London**
- Hybrid working pattern
- C £50,000 - £60,000 per annum + benefits
**About the client**
The Management Recruitment Group is recruiting a Head of Housing and Customer service on behalf of a Local Authority in London.
**Accountabilities**
Reporting to the Director of Housing, accountabilities to include:
- Responsible for the delivery of first-class customer experience for social housing residents
- Responsible for community engagement and ensuring properties are optimally managed
- Develop plans to deliver against KPI’s, H&S, asset management and customer satisfaction
- Develop robust processes to ensure customer satisfaction and lead on service improvements
- Oversee customer complaints in accordance with housing ombudsman requirements
- Provide leadership for the proactive response and remediation of customer complaints
- Ensure housing management teams and operational staff adhere to compliance and regulatory requirements including H&S and Housing Act
- Provide leadership to property teams and operational staff
- Work closely with asset management and support maintenance/FM ensuring building safety standards are adhered to
- Work closely with construction staff to successfully mobilise new-build developments, capital projects and change management projects
- Provide oversight for day-to-day housing operations including rent collection, income management, arrears, property charges, renewals, and minimisation of voids
- Recognised housing qualification such as CIH
- Proven track history in a similar position within a local authority or housing association
- Proven experience leading teams preferably at head of service level
- Good experience within social housing including building compliance, regulatory housing standards and customer voice
- Proven experience strategically leading on customer experience/journey initiatives
- Understanding of asset management operations including maintenance, FM, H&S
- Service improvement and performance management experience and capabilities
**What to do now**
**Campaign Timeline**
This is an urgent post and is open until filled.
**Equality & Diversity Statement
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