Business Improvement Housing Services Manager
9 days ago
Glasgow
Head of Housing Business Improvement Housing Services Manager Your new company A well-regarded community-based housing provider is seeking an exceptional Head of Housing to lead its Housing, Factoring and Welfare Services. This is a key second-tier leadership role, offering the opportunity to shape high-quality customer service, drive organisational performance, and play a pivotal part in the strategic direction of the Association.Working closely with the CEO and Senior Management Team (SMT), the successful candidate will contribute directly to business planning, corporate decision-making, regulatory compliance and organisational improvement. This role is ideal for an ambitious housing professional with a strong operational background and a passion for transformational service delivery.Your new role Strategic & Corporate Leadership • Contribute to the development and delivery of the organisation’s Business Plan, departmental plans and strategic objectives., • Support the CEO on cross-organisational initiatives, corporate governance and long-term service planning., • Provide strategic insight to improve performance, efficiency and customer experience., • Lead business improvement projects, reviewing systems, processes and policies to ensure modern, effective, customer-focused service delivery.Operational Leadership, • Lead and manage the Housing Team, ensuring delivery of excellent frontline services across:, • Housing management, • Income collection & arrears, • Voids & allocations, • Estate management, • Factoring, • Tenancy sustainment & welfare support, • Customer satisfaction & complaints, • Ensure compliance with all relevant legislation, Scottish Housing Regulator requirements and the Scottish Housing Charter., • Oversee performance reporting, KPI monitoring, and statutory returns.Performance, Improvement & Assurance, • Drive continuous improvement across all housing functions., • Support the Board and CEO with evidence for the Annual Assurance Statement., • Develop strategic solutions to performance challenges, ensuring strong internal controls and robust risk management., • Use performance data to inform decision-making and resource planning.Customer Experience & Community Impact, • Lead initiatives to improve customer satisfaction across all indicators., • Develop and deliver the Customer Participation Strategy and Customer Charter., • Ensure residents can engage meaningfully with services and influence improvements., • Foster strong relationships with local partners and stakeholders.Corporate Support & Business Improvement, • Assist the CEO in reviewing future services, developing new service models, and ensuring the organisation is responsive to sector changes., • Contribute to organisation-wide regeneration, community programmes and wider role activities., • At least 5 years’ housing management experience, • Minimum 3 years’ supervisory or managerial experience, • Experience delivering high-quality housing, maintenance and factoring services, • Strong understanding of Scottish Housing Regulation, legislation and Charter requirements, • Proven track record in performance management, business improvement and customer service excellence, • Ability to lead, motivate and empower staff, • Strong communication, influencing and presentation skills What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 4784155