Interim Director of Resident Services
7 days ago
Job Summary
Marks Sattin (UK) Ltd is partnering with a reputable Housing Association to recruit an Interim Director of Resident Services for a period of 12 months. The successful candidate will report to the Chief Executive Officer (CEO) and will sit on the Executive Management Team (EMT).
About the Role
The Interim Director of Resident Services will be an experienced professional within the Housing/Property Management industry, delivering transformational change across Resident Services, Customer Services, and Partnership functions. The ideal candidate will have held Executive-level positions previously and possess a creative and engaging leadership style with the ability to take a holistic approach when co-designing and delivering sustainable improvement programs.
Key Responsibilities
- Lead the Resident Committee, earning the respect of others through professionalism, foresight, and diligence.
- Act as one of the strategic leaders of the organization, ensuring the organization upholds the Corporate Plan and its Organizational Values.
- Provide strong leadership and direction to all staff across the Resident Experience and Partnerships Directorate.
- Report to the Board on a range of relevant issues, particularly matters relating to Resident Engagement, Insight, and Co-regulation, Market Intelligence to support service development and growth activities.
- Provide the Board and wider organization with in-depth professional expertise and experience in relation to 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 organizations to broaden the organization's reach and influence.
- Provide strong leadership through change and transformation activities to help deliver the organization's Corporate Plan.
- Have a strong focus on developing a positive and motivating employee culture within the organization.
- 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.
Requirements
- Leadership experience within a complex housing/property management organization.
- Experience working across functions and 3rd-party providers to design and deliver significant improvements in the resident experience.
- A collaborative and inclusive leadership style with a strong emphasis on employee engagement, recognizing and celebrating high performance while working with colleagues to address underperformance.
- Extensive knowledge and understanding of the current and future legal, regulatory, and social policy landscape for social housing.
- A track record of delivering results, continuous improvement, and growth in order to deliver resident-centric and financially sustainable services.
- Experience co-designing and delivering effective resident engagement strategies that translate to tangible improvements in the resident experience.
- Experience using market intelligence to support business development and growth through the design and launch of innovative projects, products, and services.
- Extensive experience of building and delivering high-performing omni-channel customer service functions, successfully using technology to enhance the customer experience and drive efficiencies.
- Experience implementing corporate systems, policies, and procedures and ensuring organization-wide compliance.
- Able to demonstrate evidence of tackling challenging issues competently with the ability to make clear decisions around complex issues.
- Able to write, display, and present well to convey complex information to diverse audiences.
- Ideal candidate will be degree-level educated in housing, support, or community development; however, qualified by experience candidates will be considered.
- Ideal candidate will have a recognized Leadership and Management qualification, i.e., ILM, CMI.
- A supportive leader who is able to inspire, motivate, coach, and develop others.
- A willingness to challenge any non-compliance with corporate requirements and amicably resolve.
About Marks Sattin (UK) Ltd
Marks Sattin (UK) Ltd is a leading recruitment agency specializing in the placement of senior-level professionals within the Housing and Property Management industry. We are committed to delivering exceptional recruitment solutions that meet the unique needs of our clients and candidates.
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