Assistant Director of Customer and Housing Services

We are looking for an Assistant Director of Customer Housing Services to join our Leadership Team at Havebury Homes, taking overall responsibility for our housing management functions including income, lettings, anti-social behaviour, estate management, supported housing, resident involvement and engagement, customer experience and complaints. You will lead, motivate and empower your teams to deliver outstanding, resident-centred services - ensuring compliance with all relevant regulatory and legislative requirements while actively contributing to the corporate development and strategic direction of the business. As a credible, values-driven leader, you will role model the behaviours and competencies that define our culture and inspire those around you to be the best they can be.

We own and manage c.8,000 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

Many of our roles come with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Outline of key responsibilities...

• Play a significant and active role in setting and managing the strategic direction of Havebury Homes, establishing long-term and annual targets and driving their delivery across the business
• Lead the delivery of excellent customer services to residents across approximately 8,500 homes, using customer insight, data and experience to inform strategic decision making and drive continuous service improvement
• Provide visible, empowering leadership across a portfolio of housing and customer service teams including Customer Experience, Resident Engagement, Neighbourhood and Estates, Supported Housing, Allocations and Income - coaching, developing and holding teams accountable for high performance
• Provide expert advice to the business on all housing and customer service matters, acting as the internal subject matter expert and a credible voice at leadership level
• Lead the development and implementation of customer-facing strategies, ensuring a strong resident voice influences service design and improvement.
• Drive a culture of performance and continuous improvement, ensuring KPIs and targets are met and that the right operating models are in place to deliver outstanding services
• Act as the operational lead for legislative and regulatory compliance across relevant areas of responsibility, commissioning internal audits, identifying gaps and implementing effective action plans to ensure full compliance at all times

We are looking for someone who has...

• A minimum of a Level 4 CIH qualification or willing to achieve this qualification
• A thorough knowledge of the statutory and regulatory framework governing housing associations and the wider social housing sector, with the ability to translate this into effective operational delivery
• Proven experience of leading multi-faceted operational teams, implementing relevant policies and procedures and driving high performance across a broad range of service areas
• Strong budgetary and financial management skills, with the ability to manage resources effectively and deliver value for money across a complex portfolio of services
• A track record of working across professional and stakeholder boundaries, building effective partnerships and influencing at a senior level both internally and externally
• A full, valid UK driving licence and access to their own vehicle, as the role may require travel across our homes and other locations as needed

In return, we are offering...

• An annual salary of £92,231.00 plus a car allowance of £5,000 per annum
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate hybrid working conditions for some roles, from home and our office in Bury St Edmunds
• Flexible working around a 37 hour week
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension – between 7% - 12% dependant on individual contribution
• Life assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

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