Head of Housing Management in Hemel Hempstead

Thrive Homes is in search of a Head of Housing Management to lead, inspire, and motivate the Housing Management Team, which includes ASB & Sustainment, Neighbourhoods, Estates, Onboarding & Tenancies, and Income Protection teams. The main focus of this role is to drive excellent performance, ensure a great customer experience, and promote colleague development. The goal is to deliver an efficient, effective, and responsive housing management service to customers, providing a seamless experience and getting it right the first time.

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state-of-the-art offices. During the probationary period you will be required to be on-site at the office more frequently, due to a commutable distance to our head office being essential.

Other Responsibilities:

• Develop partnerships with key stakeholders and network to create good working relationships with third party organisations to support our customers and deliver key services.
• Maximise income, including rent and service charge collection.
• Manage expenditure and seek service improvements and efficiencies throughout, ensuring services remain competitive.
• Maximise occupancy of our homes ensuring a positive end to end onboarding and settling in experience.
• Adopt and deliver appropriate sustainment and intervention practices to maintain tenancies of all tenures, for our customers.
• Ensure the team works proactively and effectively with the wider business to ensure that the annual rent increase and service charge process is delivered, communicated to customers and direct debits updated.
• Seek out opportunities to improve customer experience, being innovative and curious in your approach.
• Proactively manage relationships with customers, ensuring your team has a positive culture, treating customers with empathy and respect.
• Increase and embed customer engagement across your team ensuring that we learn from feedback.
• Ensure regulatory and statutory compliance in handling complaints and the Consumer Standards, specifically the Neighbourhood and Community, Transparency, Influence and Accountability and Tenancy Standards.

Requirements:

• Holding or being willing to work towards a foundation degree or level 5 qualification regulated by Ofqual in Housing Management is important.
• Demonstrable experience in delivering a high performing housing management team across the range of functions within the role, with suitable reporting and data analysis.
• You must be passionate about customer experience and have an understanding of the challenges facing customers.
• You can demonstrate and lead a Customer First approach.
• Demonstrate positive leadership qualities that inspire and motivate colleagues and partners to deliver a reliable and professional service.
• Experience at building, maintaining and managing relationships with key external stakeholders.
• Experience of working in a regulated environment and able to understand the evidence and assurance requirements needed by the board.
• Able to think creatively when it comes to service delivery to ensure the best experience for customers.

Specific roles within Thrive are subject to a basic DBS check; the successful applicant(s) will be contacted by our People Team if this applies to their role.

Closing date: 21st March 2025. Interviews: To be confirmed. We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis, we would advise that applications are submitted as soon as possible.