Head of Resident Management

Braxfield Recruitment are a leading recruitment agency working within the social housing sector. We have been appointed by a G15 housing provider based in London who are currently looking to recruit a Head of Resident Management on an interim basis.

The successful candidate will be responsible for delivering a range of customer services through front line teams and specialist team to residents. This will include the corporate customer service centre, income collection, Right to Acquire and staircasing, allocations and resident management and rent and service charge setting.

The Head of Resident Management will be responsible for any allocations and resident related queries across the leasehold, shared ownership and social tenant portfolio that is too complex to deal with in the customer service centre, as you will be a part of the customer operations departmental management team.

Other duties as Head of Resident Management will include:

• Responsible to Director of Customer Operations as a Head of Service for the management of the Allocation Manager and Resident Manager and their respective functions.
• Providing a high level of customer service and effective management of allocations and resident management functions (across leaseholder, shared owners and tenancy portfolio). For the team to effectively managed and provide support to residents on staircasing, resales and home purchase schemes.
• Ensuring all policies and processed and relevant documentation is up to date, consistently applied and continuously improved as the service develops.

• Ensuring the delivery of an excellent and profession customer service to all internal and external customer and meeting any customer satisfaction targets.

• Lead on cross organisational working, supporting fellow Head of Service and deputise for the Direct of Customer Operations.

• Providing management/business information, quality management systems and performance measurements and implementing and maintain any IT systems and data.

To be considered for this role you must have the following:

• Strong experience in 2 of the following 3 areas, homeownership management, tenancy management or allocations.
• Experienced senior manager with extensive staff management experience and desirably experience of operating at head of service level. 
• Experience in managing within a RSL during a time or organisational and cultural change is also highly desired.

Contract type: 6 months +

Pay rate: £340 - £450 per day

Start: ASAP

If this sounds like something you may be interested in and for more info, please submit a copy of your update CV.

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