Head of Housing Services

Position: Head of Housing Services
Contract: Permanent
Location: Inchinnan / Hybrid working
Full-time: 35 hours per week
Salary: EVH Grade 9(SM10-SM12): £65,682-£68,910
Benefits: 40 days leave (pro rata - inclusive of statutory leave)
Flexible/Hybrid/Blended Working
Defined Contribution Pension Scheme

Job Description

Job Title: Head of Housing Services
Service Area: Housing Services / Leadership Team
Based: Primary office, Inchinnan and other locations as required. Hybrid working in place.
Hours of work: 35 hours per week
Report to: Chief Executive
Responsible for: Housing Services function i.e. housing management, debt recovery, housing support, customer services and customer engagement
Grade: EVH Grade 9
Date completed: January 2025
Points: SM10-12
Salary (2024/25): £65,682-£68,910

Job Summary

The Housing Services Section’s main aim is to provide customers with a high quality, customer focused service that covers all aspects of tenancy management and support to customers. This includes allocating void property, maximising rental income, dealing with anti-social behaviour, estate management inspections, encouraging tenant participation, managing housing support services, and providing tenancy support to promote tenancy sustainment.

The Housing Services team shares responsibility for the strategic delivery of the Association’s landlord role, focusing on access to housing and tenancy and estate management functions, ensuring compliance with all relevant legislation and regulations. Activities are also focused on maximising income through measures designed to increase rent collection and reduce voids.

The Head of Housing Services will provide strategic direction and leadership for the delivery of the Housing and Customer Services function. The role includes leading, coaching, and supporting the Housing Services team to deliver significant improvements across key aspects of customer service functions.

Core Responsibilities

• Lead and manage the delivery of customer services, housing support, lettings, housing management services and tenancy sustainment.
• Motivate and inspire teams to deliver outstanding performance and customer satisfaction.
• Work collaboratively with external organisations and foster excellent internal and external working relationships.
• Ensure compliance with relevant legislation and regulations.
• Prepare and deliver performance reports and policies to the Housing, Land & Property Services Sub-Committee and the Board.
• Develop and maintain first class customer service standards within the customer service team.
• Provide effective housing support services and ensure compliance with local authority and Care Inspectorate standards.
• Manage financial and budgetary control measures in collaboration with the Head of Finance.
• Provide line management, coaching, and leadership to staff.

Minimum Requirements

The Head of Housing Services should possess:

• High level of Information Technology skills including the use of spreadsheets and databases.
• Strong supervisory and leadership skills.
• Effective communication and negotiation skills.
• Detailed knowledge of social housing policy and legislation.
• Excellent analytical skills.
• Ability to build productive teams.

Core Competencies

• Customer focus
• Effective communication
• Leadership and inspiration
• Strategic thinking
• Problem solving

Key Relationships

Chair of Board, Board Governing Members, Chief Executive, Leadership team, Housing Services Team, Finance Team, Contractors, External Agencies.

All staff of the Association must understand and implement the core values of Bridgewater Housing Association and adhere to the Terms and Conditions of employment and the Association’s Code of Conduct.