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:
- Proven senior leadership experience in customer-focused roles within housing or related/regulated service industry.
- Demonstrable experience improving services, processes, and resident/customer satisfaction.
- 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 of leasehold and shared ownership management, including legal frameworks, financial models, and operational best practice is highly desirable.
Knowledge, skills, and experience:
- Customer-Centricity: Deep understanding of shared owner and leaseholder needs with a track record of translating those into tangible service improvements.
- Leadership & Influence: Inspiring, resilient leader with the ability to lead teams, influence cross-functional stakeholders.
- Strategic Thinking: Able to see the bigger picture and translate strategic goals into operational action.
- Commercial and Regulatory Acumen: Confident in managing sales processes, service charge regimes, and compliance with housing law.
- Communication: Clear and persuasive communicator, capable of simplifying complex legal, financial, or technical information.
- Quality Assurance: High attention to detail with the confidence to challenge poor quality and say no when resident outcomes are at risk.
- Collaboration: Natural relationship-builder across teams, directorates, and resident groups.
- Change Leadership: Skilled at leading transformation in services, culture, and systems with a focus on innovation and impact.
- 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.
- Able to analyse complex information, make sound judgments, appraise performance, and manage risks.
- 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. Developing 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.