Head of Housing in King's Lynn

Are you a curious, values-driven leader with a passion for delivering exceptional housing services and shaping the future of community-centred housing? Do you thrive in environments where you can influence strategic direction, innovate boldly, and lead teams to deliver high-quality, consistent and customer-focused services? If so, this development role offers an extraordinary opportunity.

You will work closely with the Assistant Director of Customer Experience and the Director of Operations, gaining unparalleled exposure to senior decision‑making, Board‑level engagement and cross‑organisational collaboration. You will join us at a time of meaningful transformation, playing a pivotal role in shaping how our housing services evolve in a dynamic and rapidly changing environment. With curiosity and creativity, you’ll help design new processes, harness emerging technologies and rethink how we deliver services that truly meet the needs of our customers and communities.

Working within our Customer & Communities directorate, you will champion our core values – Belong, Own It, Be the Change, Think Customer and One Team – bringing passion, integrity and inclusivity to everything you do. Your leadership will drive continuous improvement, strengthen tenancy sustainment, enhance customer journeys, and contribute to safer, more confident neighbourhoods. Above all, this is a role for someone who wants to make a meaningful difference while developing into a visible, influential leader. If you bring curiosity, drive and a genuine commitment to our values, we will equip you with the tools, support and opportunities to grow into a future Head of Housing.

What you’ll be doing:

• Provide visible, values led leadership that inspires confidence across Housing Operations, empowering managers and teams to deliver excellent, consistent and customer centred services while modelling the highest professional standards.
• Create a positive, inclusive and high performing culture, where wellbeing, diversity, reflective practice and learning are embedded, and colleagues feel supported, equipped and trusted to work safely, confidently and with sound judgement.
• Strengthen and elevate the customer experience, championing dignity, fairness and clear communication, ensuring customers feel listened to, informed and supported — particularly in complex, high risk or sensitive situations.
• Drive a performance and insight led approach, using data, trends and case learning to improve service quality, anticipate pressures, modernise processes and ensure Housing Operations is forward looking, efficient and resilient.
• Lead innovation and digital transformation, promoting smarter ways of working, effective use of systems and tools, and a culture that embraces continuous improvement, creativity and operational excellence.
• Forge strong partnerships and influence across the organisation and community, building trust with stakeholders, supporting safe and thriving neighbourhoods, and ensuring Housing Operations has a clear, confident and collaborative voice.

What we’re looking for:

To be successful with your application, you’ll need to show that you meet the following essential criteria:

• Extensive senior leadership experience within social housing, with a proven ability to lead operational services (including Income, Allocations and ASB), manage performance, risk and compliance within a regulated environment, and work effectively with statutory partners through periods of change.
• Highly developed leadership, analytical and communication skills, with the capability to motivate and stabilise teams, interpret data to inform decision making, resolve complex issues, manage competing priorities, and maintain high quality service delivery under pressure.
• Holds a relevant professional qualification or equivalent senior level housing experience, demonstrating ongoing professional development and a strong commitment to equality, diversity, inclusion and consistently fair outcomes for customers and colleagues.

What’s in it for you?

• Generous Holiday Leave: 25 days plus bank holidays, increasing to 30 days after 5 years of service
• Hybrid Working: Up to 2 days working from home
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway
• Comprehensive Leave Policies: Maternity Leave – 6 months full pay, Paternity Leave – 2 weeks full pay, Carers Leave, Charitable Leave – 1 day per year
• Pension Scheme: Automatic enrolment from day one with Royal London, Contributions start at 3% (employee) and 6% (employer), After probation, Freebridge doubles your contributions up to 6% employee / 12% employer
• Health & Wellbeing Support: Smart Health App – 24/7 GP access, Physio and counselling provision when required, Employee Assistance Programme
• Additional Perks: Discounted gym membership with Alive Leisure, Eye care vouchers for Specsavers, Professional memberships paid for, Generous sick pay allowance, Free tea & coffee, Parking paid for (permit or reimbursement), Home desk setup for hybrid workers, Loyalty rewards: £50 every 5 years of service