Senior Home Ownership Housing Officer in Devizes

Are you an experienced housing professional with a passion for leasehold management, customer service excellence, and service improvement? We're looking for a Senior Home Ownership Housing Officer to play a key leadership role within our Home Ownership team, delivering high-quality housing and neighbourhood management services to leaseholders and shared owners. This is a fantastic opportunity for someone who enjoys combining hands‑on housing management expertise with team leadership, coaching, and service development, while acting as a specialist advisor across the organisation.

You’ll be at the heart of ensuring our home ownership services are compliant, customer‑focused, and continuously improving, while also helping to raise the profile of home ownership across the wider organisation. To fully support the team, you’ll be ideally currently based in one of our main regions (Hampshire, Wiltshire, Somerset, Dorset, Devon, Cornwall and London), with travel included. While you will not be out in the community on a regular basis, you will need regular in‑office days with the team and may need to support your team with home visits or trips to court.

What You'll Be Doing

• Lead, coach and support a team of housing officers to deliver a consistent, high‑quality service to leaseholders and shared owners.
• Act as a subject matter expert in leasehold and home ownership matters, supporting colleagues across the business.
• Oversee day‑to‑day home ownership activity across allocated regions, ensuring excellent service delivery and operational consistency.
• Use performance data and insight (including Clarity and Hub reports) to drive continuous improvement.
• Monitor performance, conduct one‑to‑ones, appraisals, and team meetings, and support effective people management.
• Support and guide staff through complex cases, including complaints, safeguarding concerns, and vulnerable customer situations.
• Work closely with neighbourhood teams and specialists (including Section 20 colleagues and service charge teams) to ensure seamless service delivery.
• Assist in the preparation of court documentation and attend hearings where required.
• Investigate complaints in line with policy and ensure fair, timely resolutions.
• Build strong relationships with residents, solicitors, local authorities, partners, and internal stakeholders.
• Represent the Home Ownership service at internal meetings, working groups, and external forums.
• Contribute to policy development, service improvements, and organisational projects.

About You

You will be a confident housing professional with strong technical knowledge and the ability to lead, influence, and support others.

Essential Experience & Skills

• Experience in a customer‑facing housing or leasehold management role.
• Strong understanding of home ownership, leasehold management, or housing legislation.
• Experience working with vulnerable customers and achieving positive outcomes.
• Strong communication skills with the ability to handle complex enquiries professionally.
• Confident problem‑solving ability and a proactive approach to service improvement.
• Strong IT skills and ability to use systems and data to inform decisions.
• Commitment to delivering excellent customer service and improving outcomes.

Desirable

• Housing qualification (e.g. CIH Level 3 or Diploma in Housing).
• Professional membership of CIH.
• Experience of line management or team leadership.
• Experience working within home ownership, leasehold, or service charge environments.
• Experience in court processes or legal housing work.

Why This Role?

• Shape and improve home ownership services.
• Support and develop a team of housing professionals.
• Act as a trusted expert across the organisation.
• Influence policy, process, and service delivery.
• Play a key role in delivering value for money services for customers.

What Success Looks Like

• Delivering a high‑performing, motivated team.
• Improving customer satisfaction and service outcomes.
• Strengthening compliance and legal processes.
• Driving continuous improvement across home ownership services.
• Raising the profile and reputation of the service internally and externally.

What's in it for me

• Flexible working – where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business' needs.
• A focus on colleague wellbeing – workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan.
• We invest in colleagues' careers and development through our leader and colleague development frameworks.
• Defined Contribution Pension and attached life assurance.
• Volunteering hours available to all colleagues to enable them to give back.
• Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more.
• Enhanced leave.
• We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives.

Benefits to Applicants

Successful applicants will be required to complete a Basic DBS check. All candidates will be required to verify their right to work in the UK prior to commencement of employment with the Aster Group & its subsidiary brands. We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.