Interim Director of Resident Services

5 days ago

West Midlands Combined Authority, United Kingdom Marks Sattin (UK) Ltd Full time
Job Title: Interim Director of Resident Services

Marks Sattin is partnering with a reputable Housing Association in the West Midlands 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 responsible for leading the Resident Services team and driving transformational change across the organization. The ideal candidate will have experience in the Housing/Property Management industry and will be a creative and engaging leader with the ability to take a holistic approach when co-designing and delivering sustainable improvement programmes.

Key Responsibilities
  • Lead the Resident Services team and provide strategic direction to ensure the organization upholds its Corporate Plan and Organizational Values.
  • Act as one of the strategic leaders of the organization and 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, including 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 candidates will be degree-level educated in housing, support, or community development; however, qualified by experience candidates will be considered.
  • Ideal candidates 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.

This is a fantastic opportunity to join the Executive Management Team (EMT) of a forward-thinking and dynamic Housing Association who are truly passionate about making a difference in the community.

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