Director of Customer & Communities in Cheshire, Warrington

Great Places Housing Group is a leading provider of housing, owning and managing over 27,000 homes across the North West and South Yorkshire. With a strong commitment to creating great homes and communities, we ensure that our customers receive high-quality housing and services that improve lives. We believe that everyone should have a safe, good quality home to provide a sound foundation that enables them to fulfil their potential in life. We are also one of the leading developing housing associations in the North. As a strategic partner of Homes England, we will deliver 4,500 homes during the life of the Affordable Homes Programme. Our aim is to maximise investment in affordable, high-quality and sustainable homes, ensuring they meet the needs of our customers and strengthen the communities we serve.

We are now looking to appoint a Director of Customers & Communities. Reporting to the Chief Customer Officer, this strategic leadership role will provide vision and direction across housing management, neighbourhood and community investment, ensuring that our customers receive excellent services and that sustainable communities continue to flourish. As a key member of the senior leadership team, you will lead services that promote independence and choice for customers while driving a high-performing culture across housing and community teams. Working closely with fellow Directors and the Executive Team, you will play a pivotal role in shaping our customer services, strengthening partnerships and supporting the continued development of Great Places.

Key responsibilities include:

• Providing strategic leadership across housing management, neighbourhood and community investment to deliver an exceptional customer experience.
• Leading and inspiring colleagues and teams to achieve high performance and embed our Service Delivery Framework.
• Driving collaboration with internal teams and external partners to support strong, sustainable communities.
• Championing customer involvement and engagement, ensuring housing and neighbourhood services play a central role in delivering our Customer Voice strategy.
• Using performance data, customer insight and financial information to shape service delivery and strategic decision making.
• Leading significant projects and presenting recommendations and performance updates to the Board, Executive and key stakeholders.
• Ensuring robust financial management, procurement planning and risk management across the service area.
• Supporting the wider strategic development of Great Places as a key member of the Senior Leadership Team.

We are looking for a senior leader with the following attributes:

• Significant senior leadership experience within housing or a related customer-focused service environment.
• A proven track record to effectively build relationships and effectively engage with colleagues, customers and partners.
• Strong understanding of housing management and neighbourhood services, with a proven ability to deliver excellent customer outcomes.
• Demonstrable experience of influencing stakeholders and building effective partnerships.
• The ability to inspire and motivate a diverse and dispersed workforce in a fast-paced environment.
• Strong analytical capability, with experience using data and business intelligence to drive performance and improvement.
• Experience presenting complex issues and reports to Boards or senior leadership teams.
• Educated to degree level and/or holding relevant professional qualifications such as CIH or Institute of Customer Service membership.
• Willing to work towards CIH with support from Great Places as part of our Leadership Development Programme.

This is an exciting opportunity to play a key leadership role in delivering our vision of Great Homes, Great Communities, Great People, helping to shape services that make a lasting difference to the lives of our customers and the places they call home.