Head of Housing Operations in Hayes

Are you a strategic leader with a passion for delivering exceptional housing services? The Guinness Partnership has a new opportunity for a Head of Housing Operations. Based in London, Oldham or one of our regional offices, you will be responsible for providing the direction, leadership and overall management of our Customer Liaison Service nationally, who provide services to more than 130,000 customers living in 70,000 homes across England. You will be leading a team of 8 Regional Heads of Service.

This is an exciting time to join us, as the Head of Housing Operations, you will have the opportunity to drive real change and further improve our service to Guinness residents. You will be responsible for developing and delivering the strategic plans to deliver an excellent resident experience and creating a culture that supports and develops employees.

We know that how we do things is just as important as what we do. You’ll not only be an inspirational leader that can think strategically, you’ll also have the determination to ensure that Guinness achieves KPIs and delivers high performance consistently. The role will require national travel, the successful candidate will regularly be in London over the coming months.

• Proven senior management experience and strong operational skills, in a large, complex housing or similar organisations.
• Proven track record of achieving KPIs, delivering high performance and sustained customer satisfaction.
• Experience of strategic and operational planning, collaborative working and leading the delivery of high-quality customer focused services.
• Experience of leading, coaching, performance managing and motivating remote teams, and contractors, in a high-performance culture.
• Experience of budget setting, management and control.
• Understanding of health and safety, risk and regulatory requirements for a housing association.
• Experience of delivering exceptional service to a diverse range of customers through others.
• Excellent written, verbal and inter-personal communication skills across large teams/ in complex organisations.
• Strong stakeholder management and influencing skills.

• Experience of continuous improvement methodologies.

• Educated to degree level or equivalent.
• CIH Level 5 qualified (or working towards).

To find out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the role profile. Please apply with a CV and covering letter that details how you meet the essential criteria.

First stage interviews to be held over MS Teams on Friday 2nd & Tuesday 6th May. Second stage interviews to be held in our London office on Monday 12th May.

If the successful candidate is based in our London office, they will also receive a £6000 Local Job Supplement in addition to the advertised salary.

• Holidays: We offer 25 - 27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days).
• Competitive Pension Scheme: We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions.
• Benefits Portal: We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping.
• Performance Pay: Annual Performance Score bonus subject to eligibility.
• Life Assurance: For peace of mind Guinness provides three times salary life cover in the event of your death.
• Health Plan Options: There are a couple of health care schemes available depending on the post grade.
• VDU/DSE: Free eye test vouchers every 2 years with £55 contribution to glasses if required for VDU work.
• Additional benefits include: Access to the Finance wellbeing portal, Professional subscription annual payment, Travel season ticket loan, Car lease scheme.