Location: Central East London
Rate: £35.62 per hour (PAYE) / £46.68 per hour (Umbrella)
Contract Type: Interim
About the Role:
We are seeking a Head of Housing to lead the regional Resident Experience team, which sits at the frontline of the housing service, dealing with complex housing issues and seeing residents in their homes. You will be responsible for ensuring that every interaction with the housing team is a positive experience, delivering high-quality neighbourhood services across mixed tenure communities. You will motivate and energise your teams to deliver excellent housing advice and support, while collaborating with internal teams and external partners to enhance resident satisfaction.
Key Responsibilities:
* Lead the Local Link model, delivering the highest quality, tenure-neutral neighbourhood services across a specified region, including Home Ownership and Independent Living.
* Provide leadership and strategic direction, ensuring a performance-driven service that achieves stretching targets balanced with a strong customer focus.
* Manage your team with empathy, actively developing and growing their capacity as individuals and as a functional body.
* Contribute to the setting, monitoring, and control of regional team budgets, ensuring compliance with procurement policies.
* Engage honestly and empathetically with residents, team members, and colleagues, delivering difficult messages with sensitivity.
* Lead on stakeholder consultation and negotiations with local authorities, other registered social landlords, partner organisations, and customers.
* Hold lead responsibility for area health and safety, ensuring full compliance with organisational policies.
* Oversee the management of complex cases and neighbourhood improvement plans, including assessing requirements, costs, and delivery timelines.
* Hold accountability for Regional Resident Panels, leading meetings and ensuring resident feedback shapes regional decisions.
* Manage local and groupwide contracts in areas such as CCTV, parking, and mediation.
* Respond promptly to enquiries and complaints, including stage 1 complaints and Councillor/MP enquiries.
* Prepare and present reports for internal and external purposes.
* Work within the Risk Management framework, ensuring compliance with statutory, regulatory, and policy requirements.
* Represent the organisation as an ambassador at external conferences, seminars, and networking groups.
* Participate in the out-of-hours rota.
Requirements:
* Proven leadership capability, with experience leading operational front-line teams delivering services to residents.
* Ability to foster a positive work environment and promote a culture of teamwork and collaboration, including leading agile teams.
* Excellent communication skills, with the ability to present complex proposals clearly at all levels.
* Strong negotiating skills and emotional intelligence for successful collaboration with internal and external stakeholders.
* Strong organisational skills to manage complex projects, teams, and responsibilities.
* A strong decision maker who takes ownership and responsibility for outcomes.
* Ability to manage change effectively and contribute to continuous improvement.
* Meets targets and deadlines, showing persistence and determination when setbacks occur.
* Full UK driving licence with access to own vehicle (Essential).
* Ideally accredited to Level 5 CIH (Chartered Institute of Housing) qualification.
Additional Information:
* The post holder will be required to work from other company locations.
* Ability to work flexibly to meet customer and business needs, including evening and weekend working.
If this role aligns with your experience, please send an updated copy of your CV to Sean Cloherty at Elevate Projects so we can discuss further
Salary description
£35.62 - £46.68 per hour