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Interim Director of Resident Services
2 months ago
Marks Sattin are partnering with a reputable Housing Association based in the West Midlands to recruit an Interim Director of Resident Services for a period of 12 months. The Interim Director of Resident Services will report to the Chief Exec (CEO) and will sit on the Executive Management Team (EMT).
Key Responsibilities:- Lead the Resident Committee, ensuring professionalism, foresight, and diligence in all interactions.
- Act as a strategic leader, ensuring the organisation upholds the Corporate Plan and its Organisational Values.
- Provide strong leadership and direction to all staff across the Resident Experience and Partnerships Directorate.
- Report to the Board on relevant issues, including Resident Engagement, Insight, and Co-regulation, Market Intelligence to support service development and growth activities.
- Provide in-depth professional expertise and experience in housing related support, resident and community engagement, and consumer regulation.
- Build and nurture effective relationships and partnerships with residents and senior stakeholders in key partner organisations.
- Lead change and transformation activities to deliver the organisation's Corporate Plan.
- Focus on developing a positive and motivating employee culture within the organisation.
- Ensure compliance with housing regulations and standards.
- Continuously improve housing services based on resident feedback.
- Manage projects throughout their entire lifecycle.
- Oversee and motivate the Resident Services, Customer Services, and Operations teams.
- Take accountability for the effective management of corporate budgets within the Resident Experience Team.
- Leadership experience within a complex housing/property management organisation.
- Experience working across functions and 3rd party providers to design and deliver significant improvements in the resident experience.
- Collaborative and inclusive leadership style with a strong emphasis on employee engagement.
- Extensive knowledge and understanding of the current and future legal, regulatory, and social policy landscape for social housing.
- Track record of delivering results, continuous improvement, and growth in resident centric and financially sustainable services.
- Experience co-designing and delivering effective resident engagement strategies.
- Experience using market intelligence to support business development and growth.
- Extensive experience of building and delivering high-performing omni-channel customer service functions.
- Experience implementing corporate systems, policies, and procedures.
- Ability to tackle challenging issues competently and make clear decisions around complex issues.
- Ability to convey complex information to diverse audiences.
- Ideal qualifications include a degree in housing, support, or community development, and a recognised Leadership and Management qualification.
- Supportive leader who can inspire, motivate, coach, and develop others.
- Willingness to challenge non-compliance with corporate requirements and amicably resolve.
This is a fantastic opportunity to join the Executive Management Team (EMT) of a forward-thinking and dynamic Housing Association who are passionate about making a difference in the community.
