Head of Relationships

6 days ago

Buckinghamshire, United Kingdom Core Group Full time

We are currently looking for a Head of Relationships to work for one of our clients who deal with in the social housing sector. Based in High Wycombe Salary £80,430

You will be responsible for Empty Homes & Letting Team Leader, Home Ownership Manager, Tenancy Management Team Leader, and relationship Team Leader. This is a senior leadership role and provide leadership and direction to staff to provide high quality customer service.

Encourage a culture of curiosity and pro-activity, where all staff can be imaginative and work together to provide excellent services for our tenants.

Be a strong and effective member of the Senior Leadership Team, providing leadership across the business and maximising the organisation’s use of your skills and expertise.

Oversee the delivery and ongoing review of customer facing strategies. Take ownership of tenancy-related policies and ensure procedures offer assurance and are properly followed.

Work with Board, tenants and the Executive Management Team (EMT) to deliver and continually review our corporate strategy and objectives, helping to ensure the business achieves, and where possible exceeds, its aims.

Network with peers from inside and outside of the sector to bring new ideas, challenge the status quo and consistently drive improvements around how we operate.

Represent our client in local and regional forums. Lead or contribute to tenancy engagement/community initiatives that help improve services for our customers.

Help to ensure our vision and values of Respect, Pride, and Partnership, influence every aspect of our business.

Make sure that our tenants and leaseholders inspire the design, delivery, and outcome of everything we do.

**What you will be responsible for**:
Delivering excellent customer service to tenants, housing applicants, members of the public and anyone else who contacts the company.

Supporting tenants in all aspects of their tenancy, 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.

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