Director of Resident Experience

As the Director of Resident Experience, this is a newly created role and will play a pivotal role in delivering sector-leading housing services to residents. Responsible for the overall resident experience across social housing, affordable rented stock. Together with portfolio responsibilities for ASB & Community Safety, Home ownership, Resettlement and Voids & Lettings and Tenancy Fraud corporate function.

Client Details

My client are a large G15 Housing Association based primarily in London and the South East of England.

Description

As the Director of Resident Experience, you will be responsible for:

• Developing and overseeing a regional operating plan that aligns with the organisation's strategic objectives and Customer Promise.
• Building strong working relationships across Directorates, ensuring accountability across all teams for a cohesive and high-quality resident experience.
• Delivery of home ownership and leasehold within the region, ensuring working practices meet all legal and regulatory requirements, alongside ensuring we are delivering on excellent services to our homeowners.
• Operational processes, data customer journeys related to the scope of the role.
• Fostering a performance-driven, agile culture that focuses on improving resident satisfaction within budget constraints.
• Developing and implement a regional community programme, ensuring initiatives are tailored to local needs.
• Ensuring services comply with statutory and regulatory requirements, including the Social Housing White Paper, Customer Promise, and within financial parameters.
• Collaborating with the Property Asset and Sustainability Team to integrate data, feedback, and local intelligence into regional property investment plans.
• Working with the Development Team to ensure homes are built in the right locations to meet resident needs.
• Working in partnership with the Estate Services team to ensure estate and communal area standards are met, whilst ensuring value for money and high-quality living environments.
• Ensuring the provision of appropriate resources, systems, and processes to support seamless service delivery.
• Managing and monitoring team and service charge budgets, driving continuous improvement and cost efficiencies.
• Working closely with the Customer Insight Team to act on what our residents are telling us, including strategies to reduce complaint volumes. Together with using residents' voice to shape our thinking, planning and delivery, whilst giving our diverse resident base what they need before they need it.
• Working collaboratively with other Operations Directors to maximise income through effective lettings and rent/service charge collection.
• Identifying, mitigating, and monitoring risks within the Directorates activities, ensuring strong business continuity plans.
• Embedding the corporate control and assurance framework, ensuring operating plans and processes are robust and tested.
• Attending Board and Subsidiary Board/Committee meetings to present reports and provide strategic updates.
• Sustaining and strengthening key relationships with local authorities, voluntary organisations, and statutory bodies to support resident well being and specialist housing services.

Profile

The successful Director of Resident Experience needs to have:

• Experience of working in a person-centred regulatory environment
• Extensive demonstrable experience in leading high performing housing teams in complex mixed tenure (including home ownership and leasehold tenures), regulated environments with a track record for successful strategic planning and delivery.
• Strong understanding of relevant legislation and regulatory requirements at a senior level.
• Knowledge of risk and compliance matters related to care and housing services.
• Demonstrable evidence of using customer insight and data to drive innovation and business improvement.
• Excellent customer service skills with a focus on enhancing the resident experience.
• Strong financial and numerical skills, with experience managing budgets and ensuring value for money.
• Ability to produce and interpret KPIs and management information to inform decision-making and service improvement.
• Strong written and oral communication skills, with the ability to convey complex information clearly.
• Proven ability to build and maintain effective relationships with internal and external stakeholders
• The ability to get to London and across the South East on a regular basis
• Experience in leading large, multi-disciplinary teams with effective delegation, coaching, and risk management.
• Ability to constructively challenge, lead by example and hold others to account.
• Track record of effective delivery in functional area
• Develops and empowers staff, sets clear objectives, and gives feedback.
• Diplomatic with the ability to interact successfully at all levels
• Patience, tolerance, and resilience
• Good listener with the ability to effectively apply the knowledge gained
• Strong belief in customer satisfaction and business benefit-driven solutions
• Ability to make presentations and deliver clear messages to teams

Job Offer

For the successful Director of Resident Experience, this is a very exciting opportunity to join organisation at a very important time and help to pave the way for the directorate to drive their culture and obsessing with putting residents at the heart of all they do. And this is a big opportunity for the successful individual.