266 Best customer success Jobs in Sale (December 2025)

Housing Director

2 days ago

Manchester

The Essentials Platform: Group Status: Full time, permanent. Reports to: HSPG Board. Reports: Heads of Housing & Support (2) Salary: £100-120k Bonus: TBD Working arrangement: We typically work 4 days in the office, 1 day from home. Hours: 37.5 hours per week. Start: ASAP The Benefits 25 holiday days per year; 4 ‘Me Days’ per year (take a Me Day – focus on you); Team social events and trips; Wellness allowance of £70 per month to be used for gym, classes, physio or other wellness costs; Private healthcare with Vitality; Mintago financial platform; Drive Electric salary sacrifice; Enhanced maternity, paternity and parental leave; Employee referral scheme: £2,000 towards a getaway of your choice HSPG: A social impact real estate company Our mission is simple: Building partnerships, creating homes, developing communities. There is a critical lack of affordable housing across the UK, affecting the most vulnerable people in our community. We build long-term partnerships with Local Authorities to acquire and manage demand-driven social and affordable housing across various tenures, as per the image below. Across HSPG’s Living Sector platforms, we are actively acquiring 2,500 high-quality homes from national housebuilders and developers by the end of 2025. These properties are managed by our experienced team, grouped into portfolios, and funded by our institutional investment partners. HSPG aims to positively impacts our residents’ lives, while providing long-term, sustainable returns for our investment partners. Core Behaviours Core mission: Your core mission is to protect HSPG by mitigating risk, ensuring our compliance and regulatory excellence aligns with our commercial aspirations. You will always keep us one step ahead of regulatory requirements. You will own all governance, compliance and property management, ensuring that the housing and support function delivers the best possible, high-quality services to our customers across the group. Your ability to lead, inspire and develop your team members is essential to succeed in this role. You must actively grow and support your team through clear development plans and excellent leadership. You lead with clarity and simplicity, backed by resilience and a swan-like ability to remain calm under pressure. You will build strong relationships with our external stakeholders across the group, including with investors, local authorities, housing providers and registered providers. You will be responsible for delivering a seamless, personal experience to every PPHA customer across Affordable Rent, Social Rent and Shared Ownership, from first contact to long-term support. You will also oversee service delivery by our supported housing partners to ensure they are providing the same. You will ensure regulatory, health, safety and compliance standards are consistently met. This includes managing services for Shared Ownership customers and overseeing contracts with current agents, primarily Pinnacle and Block Buddy. Finally, you’ll keep the PPHA Board well-informed on performance, governance, compliance and customer engagement and communication across both PPHA and HSPG. You stay alert to industry trends and risks, anticipating and keeping the business ready for what’s next in regulated and supported housing. Obsess: These points get you out of bed in the morning and keep you up at night! If you’re not obsessed with these, the role isn’t for you. • Customer safety and outcomes— you're genuinely driven by the belief that high quality housing changes lives., • Governance and integrity – you find satisfaction in knowing everything is compliant, well-documented, and audit-ready. Corner-cutting gives you chills., • Risk and assurance – you know the finer details of what keeps people safe in their homes, and the business protected from risk., • Advocacy – you ensure customer needs and lived experiences are properly represented in internal discussions and external partnerships. Excel: You are excellent at these areas: an expert. • Judgment and decision-making - you balance risk, customer needs and commercial growth with clarity and reality. People trust your judgment., • Regulatory leadership – you understand the evolving landscape and complexities of social housing and ensure HSPG stays ahead of the curve, never scrambling to catch up., • Driving accountability – partners and internal teams perform better because of your influence and oversight. You hold people to standards consistently and constructively. Specific Experience • Member of Chartered Institute of Housing (if not, why not?)., • 5+ years’ experience working at a senior level within a Housing Association. Outcomes & Metrics: the desired result and how we measure it Outcomes: the desired result Metrics: How we measure it 0-3 Meet and understand your external stakeholders. • Meet our housing providers, service delivery partners and Local Authority contacts., • Meet Pinnacle, Block Managers, relevant investor partners and Registered Providers., • Identify what they need, how they work and what HSPG/PPHA can do for them., • Evidence that you know how to maximise each relationship and identify new business opportunities., • Present your research to Group Exec Director at your 3rd month review. Build strong, intentional internal relationships across all departments. • Evidence that you have built genuine relationships across the business. Be able to show that you are working together towards the common goal., • Meet with all the relevant people to your role at HSPG and report back on how you see each Platform and function collaborating, and how your role fits in with the wider business mission. Build relationships with investor partners • Meet with all investors to understand their role., • Review agreements in place with investors to understand the delivery requirements., • Review and understand the reporting requirements for investors. Review policies and strategies • Review and understand PPHA and Seahorse policies., • Review policies and procedures of partners (Pinnacle, Block Buddy, Housing Providers and Registered Providers)., • Review and understand the PPHA and Seahorse Asset Management One Page Business Plans and your role in ensuring that they are delivered., • Operational review to understand service delivery, void performance and our compliance with regulatory standards., • Present any operational and process-driven changes required to optimise our service delivery., • Demonstrate your understanding of the above by presenting back to Group Exec Director at your 3rd month review. Deliver performance reporting requirements for PPHA Board, HSPG SLT and investor partners. • Provide progress reports for the SLT forum, highlighting areas of success and required improvement., • Lead investor KPI reporting and performance review meetings. Visit a selection of our current homes. • Agree on where to visit and report back to the Group Exec Director on findings, observations and recommendations. Create and build relationships with members of the PPHA Board. • Meet with the PPHA Board members and establish mutual understanding and respect., • Report back your findings to Group Exec Director. Present a plan for the growth and development of your team. • Get to know your team, their responsibilities and how they work together to deliver the business plan., • Support the team members in their roles, identifying any training, coaching or development needs., • Present back the above, together with succession planning ideas for your team. 3-6 Regularly complete industry horizon scanning. • Create regular updates and report to the wider business on trends and developments in the sector in a meaningful way that can be used to impact real change. The measure of this is that people do not simply scan your updates (/delete them!), they should look forward to them., • Monitor PPHA's ongoing compliance with regulatory requirements, including safety requirements, allocations and tenant rights., • Provide the PPHA Board with regular updates on regulatory changes, compliance with regulatory standards and improvement actions. Take an active involvement in the whole flywheel of both platforms, and how they feed into the strategic delivery. • Actively oversee the PPHA and Seahorse pipeline being delivered by the acquisitions teams, ensuring we are delivering an excellent, seamless and personal service to customers from the homes they’re moving into, to the administrative process that leads them there. And everything in between., • Work closely with both acquisitions teams to develop LA partnerships in areas we want to grow. Oversee KPI performance, compliance reporting, auditing and strengthen performance monitoring. • Improve KPI reporting and suggest effective ways to bring new recommendations to the SLT and investor partners. Oversee the performance of our delivery partners (Pinnacle, Pinnacle Connect, Block Buddy, 3rd party block managers and Housing Providers) • Identify short term improvement plans and implement quick wins., • Support the team to develop new business opportunities. Monitor changes to regulatory requirements, identify any areas for improvement and implement action plans. • Ensure policies and team training are updated in line with changes to regulatory requirements., • Monitor ongoing compliance with regulatory requirements, including legal safety requirements, repairs, allocations and tenant rights., • Lead on ensuring that complaints are managed in line with the Housing Ombudsman Code of Conduct and completing the annual self-assessment to assess this., • Create and implement action plans to mitigate any shortfalls. Accountability and responsibility: establish clear areas of accountability and responsibility within the team. • Evidence that you have built genuine relationships with the team and you are all working together to the mission., • Documented organisation and accountability., • Develop a road map with clear timescales and responsibilities, aligning with the one page business plan objectives 6-12 Support the delivery of the one page business plan. (OPBP) • Identify resources and skills required to meet growth and new business targets, recruiting resources as agreed., • Identify the training and development needs of the teams and arrange them as agreed., • Understand the key goals of the business plans and how all teams contribute to the overall objectives., • Ensure team members’ personal goals are aligned with the business plan objectives., • Deliver service improvements to improve the customer experience., • Ensure compliant services are delivered that meet the regulatory and governance requirements., • Use data and reporting to regularly assess performance against targets., • Ensure the platforms have grown with new Housing Providers and properties in management. Operational oversight and service delivery. • Monitor housing services, including tenancy management, ASB and allocations., • Ensure an efficient and cost-effective repair service., • Actively monitor void turnaround times and costs to make improvements., • Oversee budgets to ensure cost-effective service delivery., • Assess and approve expenditures and identify cost-saving opportunities. Develop yourself. • Identify and complete relevant learning and development opportunities., • Complete housing policy training, sharing learning with the wider team and implementing improvements based on insights gained. Ensure the customer engagement strategy is being executed brilliantly. • Implement an updated, refreshed customer engagement strategy, considering investor requirements., • Provide progress reports to the PPHA Board and SLT., • Conduct forums, surveys, scheme visits, and joint meetings with delivery partners and developers to gain customer feedback., • Highlight areas of improvement and implement improvement plans. Most importantly, ensure they are actioned. Monitoring and mitigating risk. • Ensure Property Managers are completing regular block inspections to monitor safety and audit the level of service provided by block managers., • Closely monitor safety compliance performance., • Identify and record tenant vulnerabilities and make this information available to Property Managers and service delivery partners., • Financial risk monitoring with the tracking of arrears performance, service charge budgets and service delivery cost., • Contribute to the risk register and risk management plans for PPHA.

Customer success jobs in SaleCreate job alerts

Popular jobs searches in Sale

Popular customer success jobs locations