Director of Housing Services

Are you a visionary leader passionate about shaping strategic and operational housing management services? Our client is seeking a dynamic and experienced Director of Housing Services to join their leadership team. Based in St Helens, Warrington, or Liverpool, and reporting to the Group Director of Housing, you’ll play a pivotal role in developing and delivering focused, strategic, and operational housing management services. This is your chance to drive meaningful change, forge impactful partnerships: This is one of three Director of Housing Services roles, each focusing on key areas: Neighbourhood Housing Income & Leasehold, Complaints & Tenant Voice Allocations & Lettings, Safer Estates (ASB), Customer Services The primary focus for this role will be on Income & Leasehold, Complaints & Tenant Voice , but they are seeking a candidate with the flexibility and expertise to work across all areas as needed. If you are ready to make a significant impact and lead with vision and purpose, they would love to hear from you! Responsibilities: Neighbourhood Housing Support the Group Director of Housing (GHD) in implementing innovative, sector-first service delivery models grounded in research, commercial best practices, and digital design. Lead strategic priorities as a social landlord, focusing on tenancy and neighbourhood sustainability while addressing risks from deprivation, policy changes, and shifting demographics. Collaborate with health partners to integrate emerging health and social care delivery models. Income Management Oversee Group rental income collection, including arrears, service charges, and bad debts. Lead the Group’s response to welfare reform risks, mitigating the impact of benefit changes on customers’ rent payments. Leasehold Services Develop creative strategies for leaseholder services and management, including emerging tenures like Rent to Buy. Collaborate with Assets to ensure full cost recovery in Leasehold management. Complaints & Tenant Voice Ensure compliance with regulatory standards, addressing complaints effectively and implementing improvements based on feedback. Develop robust tenant engagement models, fostering a strong Tenant Voice and stakeholder governance. Lead the strategic response to tenant and neighbourhood risks affecting sustainability. Allocations Oversee the allocations service, tackling low-demand properties and ensuring legal compliance in policies. Drive the growth of the Under One Roof Service, balancing cost recovery and strategic insights. Customer Services Transform customer-facing services using digital and automation solutions while achieving channel shift targets. Develop a strategic vision for customer service aligned with corporate priorities and commercial practices. Safer Estates (ASB) Lead efforts on anti-social behaviour, hoarding, domestic abuse, and knife crime. Build collaborative partnerships to deliver safer estates services. Develop legally compliant policies and procedures for effective enforcement tools. Skills & Experience: Degree level education, or equivalent, or demonstrable experience Membership of CIH at level 4 or above Evidence of implementing strategies, policies, operational plans and managing risk Experience of leadership and management at senior level Proven experience of managing transformational change projects Evidence of implementing innovative solutions and approaches to service delivery Excellent knowledge of industry best practice and the ability to integrate this in support of strategic aims Excellent written and oral communications skills including public speaking, report writing and presentation skills, conveying information in a coherent manner relevant to the audience Evidence of compliance with relevant legal frameworks across service area Extensive knowledge, experience, and evidence of managing services within chosen practice areas Excellent IT skills Interview Process: Candidates will undergo a two-stage interview process, including a competency-based first interview, followed by a second stage featuring a presentation element and psychometric testing. Additional Information: Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed: Right to work verification Qualification certificate check 2x Completed references OH Health Questionnaire – Fit For Work DBS check (if required for role) Completion of all new starter documentation including signed T&C’s Please note, we reserve the right to close this vacancy early if we receive a high volume of applications. REF-218 562