Head of Resident Operations

1 month ago


London, United Kingdom CRA GROUP LIMITED Full time

The areas of operational responsibility include:

  • To manage strategically and develop a professional service area ensuring that the delivery of the service meets all Council, professional and legislative requirements.

·         Corporate Contact Centre including telephony systems and channel shift.

·         Workforce planning and performance management.

·         Quality assurance and system and service development.

·         Delivery of Resident Experience Programme work streams.

·         To act as a lead operational interface with the wider leadership team, building positive and effective relationships across the organisation at all levels.

·         To ensure the effective handling of enquires and complaints received by service via all means of communication, including the oversight of office systems.

·         To work with a high degree of autonomy and initiative, independently providing reporting, briefings, research, complex drafting, special projects and the production of internal and external facing presentations.

·         The post holder will be expected to make a significant contribution to the effective delivery of services and delivery of the key corporate objectives to improve resident experience.





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