About you
You’re not afraid to speak up, with intention when this serves a clear purpose. You’ll do the right thing, even when it’s hard. You’ll inspire others through your actions, making people want to follow your lead—not because they have to, but because they want to. You’ve got a track record of leadership in customer-focused roles. But more importantly, you bring:
Qualifications
- Substantial leadership experience with a focus on customer service, housing management, or community engagement.
- Strong understanding or appetite to learn housing policy, regulation, and sector-specific challenges.
- Demonstrable experience in driving service improvements, innovation, and transformational change.
- A deep commitment to equity, diversity, and inclusion, with practical experience implementing these values within an organisation.
- Ability to travel round our neighbourhoods by vehicle and/or use public transport.
Knowledge, skills, and experience
- Substantial experience of managing P&L and commercials in substantial businesses with strong business to customer deliverables.
- Deep understanding at a customer, operational and regulatory level of the housing sector including the regulator and all other stakeholders.
- Puts customers first.
- Passion for service excellence and continuous improvement.
- Customer-Centric Mindset: Ability to understand, anticipate, and respond to resident needs while delivering improved outcomes and maintaining high standards of service.
- Transformational Leadership: A proven track record of leading teams through change, with the ability to inspire and manage through complex, high-pressure situations.
- Ethical Leadership: Strong moral compass and the ability to make decisions with integrity, ensuring fairness and compliance across all aspects of service delivery.
- Resilience & Emotional Intelligence: Ability to navigate challenging situations with emotional intelligence, demonstrating resilience and perseverance in a high-pressure environment.
- Collaborative Approach: Experience building strong relationships and working collaboratively with cross-functional teams and external stakeholders.
- Communication & Interpersonal Skills: Outstanding communication skills, with the ability to engage, inspire, and build trust with a wide range of stakeholders.
- Substantial experience of instilling a culture of high performance, delivering positive outcomes within agreed timescales.
- Able to analyse complex information, make sound judgments, appraise performance, and manage risks.
- An experienced leader and motivator of people.
- Highly developed problem solving and negotiating skills with ability to manage complex issues.
- Works at pace and demonstrates high levels of energy and enthusiasm.
- Personal integrity, transparency, and openness; empathy, excellent interpersonal and communication skills.
- Commercial and business acumen.
Solving problems
Strategic situations requiring a significant degree of evaluative judgement and innovate thinking to analyse, evaluate and arrive at creative conclusions. Requires the development of new concepts and imaginative approaches contributing significantly to the advancement of knowledge and thought throughout the industry.
Communication & influencing people
An experienced communicator and influencer effectively changing behaviours. It involves inspiration, motivation, the development of others and the creation of the right working climate. Sustaining and enhancing effective relationships with all stakeholders.
Adapting approaches
Listening to feedback instigating changes as needed. Role modelling best practice in line with changing business and operating environment to maintain service performance and reputational perception.
Delivering results
Drives performance through enabling people raising the expectations of delivery. Setting strategic goals and driving achievement. Leading change within the service.
Financial responsibility
Setting best practice and role modelling the application of financial and budget management.
People interaction
Direct: includes day to day interaction for the role internally and externally.
Indirect: includes less frequent interaction and more typically external.
Qualifications: