Head of Decant Operations
2 days ago
We are seeking an experienced professional to lead our Decant Services team at PA Housing. As the Head of Decant Operations, you will be responsible for overseeing the delivery of high-quality decant services to our residents, ensuring their safety and security within our communities.
Key Responsibilities- Customer Focus: Champion a customer-centric approach, establish positive resident relationships, and ensure reliable, repeatable, high-quality services.
- Service Development: Embed a culture of sensitivity, warmth, and empathy, enable colleagues to self-develop, and resolve decant issues promptly.
- Strategic Accountability: Deliver strategic objectives of the Resident Strategy, implement initiatives supporting residents' return to homes, and emphasize resident well-being and legal compliance.
- Efficiency & Satisfaction: Ensure efficient service delivery, high customer satisfaction, and manage permanent and temporary decants, track spend, and KPIs.
- Performance Improvement: Drive decant KPI performance, embed performance reporting, and contribute to PA's future strategy, ensuring service relevance, recommending KPIs, overseeing budgets, and collaborating for service improvements.
- Holistic Approaches: Engage cross-functional teams, prioritize the Residents Strategy, simplify complex information for actionable insights, collaborate for holistic solutions, resolve service failures, and prioritize quick solutions for residents.
- Cultivation & Representation: Build strong ties with residents, community groups, local authorities, and stakeholders, represent PA Housing in forums, advocate customer voice, and co-create policies with diverse stakeholders.
- Inspiration & Environment: Inspire and motivate team growth, create a collaborative environment, ensure team performance aligns with business objectives, mitigate business risks, support and coach teams, uphold ethical standards, manage complex situations, and translate objectives into actionable plans.
- Data & Insights: Grasp performance indicators, use insights to fine-tune outcomes, address performance issues, maintain business knowledge, and implement performance and budgetary controls with finance and business insight teams.
- Unconventional Approaches: Encourage inventive solutions, boost neighbourhood engagement, remove barriers, critically assess services for improvement, foster achievement, and challenge conventional wisdom for innovative opportunities.
We are committed to promoting work-life balance and offer an optional 9-day fortnight scheme*. This is a fixed-term contract running until 01/11/2025.
Our ideal candidate will possess or be in the process of attaining a Level 5 professional housing qualification, complemented by a degree-level education or equivalent. They will have extensive experience in senior management roles in housing, lettings, or related fields, with a proven track record of driving innovation and implementing impactful changes.
We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.
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