Marks Sattin are partnering with a reputable Housing Association based in the West Midlands to recruit an Interim Director of Resident Services for a period of 12 months. The Interim Director of Resident Services will report to the Chief Exec (CEO) and will sit on the Executive Management Team (EMT).

The Interim Director of Resident Services will be experienced within the Housing/Property Management industry, delivering transformational change across Resident Services, Customer Services and Partnership functions. The Interim Director of Resident Services will have held Executive level positions previously, will be a creative and engaging leader with the ability to take a holistic approach when co-designing and delivering sustainable improvement programmes.


Responsibilities of the Interim Director of Resident Services will include:

• Being the lead officer for the Resident Committee, earning the respect of others through professionalism, foresight and diligence
• Acting as one of the strategic leaders of the organisation ensuring the organisation upholds the Corporate Plan and its Organisational Values
• Providing strong leadership and direction to all staff across the Resident Experience and Partnerships Directorate
• Reporting to the Board on a range of relevant issues, in particular matters relating to Resident Engagement, Insight and Co-regulation, Market Intelligence to support service development and growth activities
• Providing the Board and wider organisation with in-depth professional expertise and experience in relation to housing related support, resident and community engagement and consumer regulation
• Building and nurturing effective relationships and partnerships with residents and senior stakeholders in key partner organisations to broaden the organisations reach and influence
• Providing strong leadership through change and transformation activities to help deliver the organisation's Corporate Plan
• Having a strong focus on developing a positive and motivating employee culture within the organisation
• Ensuring compliance with housing regulations and standards
• Continuously improving housing services based on resident feedback
• Managing projects throughout its entire lifecycle
• Overseeing and motivating the Resident Services, Customer Services and Operations teams
• Taking accountability for the effective management of corporate budgets within the Resident Experience Team

To be considered, you will:

• Have leadership experience within a complex housing/property management organisation
• Have experience working across functions and 3^rd party providers to design and deliver significant improvements in the resident experience
• Be able to evidence a collaborative and inclusive leadership style with a strong emphasis on employee engagement, recognising and celebrating high performance whilst working with colleagues to address under performance
• Be able to demonstrate extensive knowledge and understanding of the current and future legal, regulatory and social policy landscape for social housing
• Have a track record of delivering results, continuous improvement and growth in order to deliver resident centric and financially sustainable services
• Have experience of co-designing and delivering effective resident engagement strategies that translate to tangible improvements in the resident experience
• Have experience using market intelligence to support business development and growth through the design and launch innovative projects, products, and services
• Have extensive experience of building and delivering high-performing omni-channel customer service functions, successfully using technology to enhance the customer experience and drive efficiencies
• Have experience of implementing corporate systems, policies and procedures and ensuring organisation wide compliance
• Be able to demonstrate evidence of tackling challenging issues competently with the ability to make clear decisions around complex issues
• Be able to write, display and present well to convey complex information to diverse audiences
• Ideally be degree level educated in housing, support, or community development; however qualified by experience candidates will be considered
• Ideally have a recognised Leadership and Management qualification i.e. ILM, CMI
• Be a supportive leader who is able to inspire, motivate, coach and develop others
• Have a willingness to challenge any non-compliance with corporate requirements and amicably resolve

On offer is a fantastic opportunity to join the Executive Management Team (EMT) of a forwarding thinking and dynamic Housing Association who are truly passionate about making a difference in the community. If you feel you meet the requirements of my client, please do not hesitate to apply!