Strategic Lead: Housing Services and Customer Standards
- Location: Edinburgh, Glasgow or Dundee base (with regular travel across our Communities in Scotland and opportunity to work remotely available)
- Hours: Full-time, 35 hours per week (Monday to Friday, 9:00 AM – 5:00 PM)
- Salary/Benefits: £72,000 to £78,000 per annum + plus annual Car Allowance
The Opportunity
We are looking for an inspiring and influential senior leader to lead our housing function, oversee our customer contact service and ensure that tenant voice, insight and experience set customer standards and shape decisions. This role offers a significant opportunity to provide corporate and system leadership and turn strategic priorities into high-quality, compliant and sustainable services for older people across Scotland. You will lead housing strategy, performance and improvement; influence policy and partnerships; and help develop accessible, responsive and seamless customer journeys.
Working collaboratively with fellow organisational leads, you will foster a culture of joined-up leadership to deliver Bield’s strategic priorities and enhance outcomes for our tenants, customers, and colleagues.
Reporting to and deputising (when required), for the Chief Operating Officer this is a key role within Bield you will be responsible for:
Key Responsibilities
- Strategic direction, performance and continuous improvement across Bield’s housing services.
- Customer standards and the ongoing development of our customer contact service as an effective first point of contact.
- Meaningful tenant engagement, listening and co-production, making sure insight is translated into action.
- Housing management, rents, service charges, income maximisation and effective use of Bield’s housing stock.
- Regulatory compliance, statutory returns, risk and assurance, including clear reporting to the Executive Management Team and Board.
- Housing development, community-based models and strategic partnerships across the housing, care and public service sectors.
- A values-led, inclusive and high-performing culture that empowers colleagues and delivers better outcomes for tenants.
About You
You will bring demonstrable senior leadership experience from a complex housing, care, supported living or public service environment, together with a strong track record of service transformation and operational delivery. You will combine strategic awareness with sound operational judgement, strong financial skills and highly developed influencing and communication skills.
You will be able to demonstrate:
- Proven experience of leading housing management, a customer contact service or similar at a senior level.
- Experience of leading across multidisciplinary teams, building organisational capability, supporting knowledge transfer and embedding inclusive, values-led ways of working.
- Excellent communication, influencing, negotiation and decision-making skills
- Experience of leading tenant engagement, co-production or customer insight activity to shape priorities, service standards and future direction.
- A creative and adaptable approach to leading change in a complex environment.
- Educated to degree level with a relevant professional qualification or equivalent senior professional experience to support professional membership of Chartered Institute of Housing.
- A valid UK driving licence and access to a roadworthy care, insured for business purposes is an essential requirement of the role.
We Offer
- A genuine commitment to your work-life balance supported by flexible or remote working in line with business needs.
- Excellent holidays of up to 34 days per year (pro rata for part-time employees)
- A defined contribution pension scheme which includes salary sacrifice options
- Learning and development opportunities which include financial contribution or funding for vocational and/or professional qualifications
- Enhanced and paternity and maternity pay
- Employee assistance programme
- Long Service Awards
- Cycle to Work Scheme
- Employee Assistance Programme
Bield is committed to creating an inclusive workplace and we welcome applications from people with diverse backgrounds, experiences and perspectives.
To view the full job description and person specification and to apply for the role, visit https://jobs.bield.co.uk. If you’d like further information, you can call the HR team on 0131 273 4020. If you require this information in an alternative format, please call the HR team or email us on HR@bield.co.uk.
Bield Housing & Care Scottish Charity SC006878 I Property Factor PF000146
Strategic Lead: Housing Services and Customer Standards - INTERNAL ONLY in Edinburgh employer: Bield Housing & Care
Bield Housing & Care is an exceptional employer that prioritises employee well-being and professional development, offering a supportive work culture in the heart of Edinburgh. With flexible hybrid working arrangements and a focus on meaningful HR practices, employees are encouraged to grow their skills while contributing to a positive workplace environment. Join us to make a real difference in the lives of our staff and the communities we serve.
