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.
- Participate in and chair internal working groups, ensuring collaborative working across all departments.
What you’ll need to succeed The ideal candidate will bring:
- 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
- A dynamic, forward-thinking approach with a passion for continuous improvement
A relevant qualification (HND/Degree) and CIH membership are desirable.What you’ll get in return This is an exciting opportunity to step into a senior leadership role within a respected organisation committed to delivering excellent services and improving outcomes for tenants and the wider community. You will play a vital part in shaping the future direction of the organisation, supporting the CEO at a strategic level, and leading a motivated team to achieve high standards.
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…