Head of Relationships

Leading not for profit organisation
- A company who truly value their temporary staff

**About Our Client**:
**Head Of Relationships (3 Month), close to Marlow**: This is a leading housing association who are going through a period of change. Modern offices, supportive and fun environment.

**Head Of Relationships (3 Month), close to Marlow**:With a handful of direct reports and a large overall Pod of staff, the Head of Relationships must strike a balance between strategic and operational focus, whilst inspiring their teams to achieve challenging objectives in an ever-changing environment.
- **What you will be responsible for**:* Delivering excellent customer service to tenants, housing applicants, members of the public and anyone else who contacts The Group.- Supporting tenants in all aspects of their tenancy with The Group, including putting in place the right support/signposting to help them sustain their tenancy in difficult times.
- Managing empty homes, ensuring void times are minimised and working closely with the Property Pod to take joint ownership of the end-to-end void process.
- Accurately report, interrogate, and improve the performance of your teams.
- Leading the ongoing development of a truly connected customer contact centre and leading the continual development of our customer relationship management system to deliver a great experience for all our customers.
- Promoting the use of technology so that more tenants can self-serve, whilst not excluding people who want to access our services in other ways. Play a lead role in developing the right systems to enable this to happen.
- Ensuring that customer feedback on your services is used to improve the service delivery going forward.
- Motivating your team and colleagues across the business to provide excellent customer services at all times, in line with our values
- Identifying and leading on strategic business-wide change projects to improve service outcomes.
- Continually challenging where there are opportunities to improve or innovate within your own service area, collaborating with your peers to take collective ownership in delivering a high performing, 'can-do' culture.
- Overseeing, managing, and agreeing the budget for your Pod, and working with the Director of Customer Services to provide value for money in all our services

**The Successful Applicant**:
**Head Of Relationships (3 Month), close to Marlow**:
**Where you have come from**:

- You will ideally have worked within a Housing Association
- A record of working at a senior level and managing complex stakeholder relationships.
- Experience of taking a strategic approach, where the impact of your team's activities on the wider business are understood and taken into account when planning new services.
- Experience gained through managing a high performing contact centre and/or not-for-profit housing/public services.
- A good understanding of welfare reform and tenancy related matters with a finger on the pulse of the current policy and economic landscape.
- Experience of embedding positive cultural and structural change.

**As a person, you will be**:

- Passionate about delivering high quality, high performance, value for money services, to customers, staff, and our partners
- Confident and independent with strong problem-solving skills and the ability to instil these qualities in your teams and those around you.
- Committed to the principle of being "tenant-led" and striving to embed this in all you do.
- At ease working as part of a team with other Heads of Service, EMT, and the Board.

**This is a hybrid role requiring attending the office every week, you therefore need to live locally. Additionally, no sponsorship is available for this role.**

**What's on Offer**:
Salary of circa £85,000 paid pro rota or as an equivalent daily rate (this detail is To Be Confirmed).

This is a 3 Month plus contract/interim position.

This is a hybrid role requiring attending the office every week, you therefore need to live locally. Additionally, no sponsorship is available for this role.
- Contact
- Mark Norrish
- Quote job ref
- JN-062023-6070922
- Phone number
- 07768712818