Head of Service Delivery - hybrid

Title: Head of Service Delivery

Contract Type: 12 Month Fixed-Term Contract

Hours: Full time, 35 hours per week

Persona: Agile, office based 20-40% (3-4 days homeworking, 1-2 days in office)

Location: West Ham Lane, Stratford or Sale Point, Manchester

Salary: Competitive

Closing date for applications: Sunday, 15^th September 2024 at 11:59 pm

Interviews will be held via MS Teams on Tuesday 17^th September 2024

**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Are you passionate about customers and putting things right when they go wrong? Do you have proven experience in running high performing services in the social housing sector? Do you have a drive to get things right first time? And an unwavering commitment to putting residents front and centre? Are you driven to inspire and motivate others to deliver a first-class customer experience?

If you are, then you sound perfect for this new fixed term role with us!

We are going through an extremely busy time right now and have a number of key projects geared around improving services for residents and driving up our performance. We are also in the process of creating a new team focused on Managing Agents.

To help us in delivering on these varied projects, we are now seeking a Head of Service Delivery to move this work forward and deliver against project objectives. We are looking for someone with exceptional leadership skills and knowledge of working within a housing organisation, to lead on the direction and delivery of several improvements, all focused on delivering better and more consistently for residents.

We will expect you to be an ambassador and promote a collaborative approach across the organisation. You will be instrumental in leading change, identifying opportunities to improve services via the systematic learning from complaints analysis, whilst developing and supporting an engaged team, driving performance to meet and exceed targets.

To be successful in this role, you will need to evidence current experience of leading high-performing teams to improve services for customers.

If you are self-motivated, an innovative problem solver, target driven, and solution focused then apply without delay!

* We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.

L&Q benefits:

• Hybrid/agile working
• Strong family-friendly policies
• Committed Learning & Development
• Annual leave starting from 28 days rising to 31 days plus bank holidays
• Excellent Pension Scheme – double contribution up to 6%
• Westfield Health Cash-plan
• Generous non-contributory life Assurance
• Employee Assistance Programme
• Employee discount scheme
• Great places to work certified 2023
• Best Workplaces for Women

For more information, please refer to the role profile.

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part-time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.