Housing Services Manager in Newport

We're looking for a dynamic and experienced Housing Services Manager to provide strategic and operational leadership across housing and neighbourhood services. Leading multi-disciplinary, place-based teams, you will drive performance, service improvement and resident satisfaction across a wide geographical area. This senior role is central to delivering high-quality, customer-focused services, supporting tenancy sustainment and building strong, inclusive communities. You'll work collaboratively with internal teams and external partners, manage complex cases, and use data and insight to continuously improve services while ensuring compliance with regulatory requirements.

A full UK driving licence and access to a vehicle is essential for this role.

Specifically, in the role you will:

• Lead, motivate, and develop place-based, multi-faceted housing teams to ensure high performance, accountability, continuous development and professional growth.
• Oversee day-to-day area housing management across all local authority areas, encouraging learning and innovation whilst also supporting and leading on the development/implementation of policies and service improvements.
• Champion meaningful resident engagement for housing services, improving resident satisfaction by utilising engagement, empowerment and lived experience to influence service design and delivery.
• Support, lead, coach and motivate multiple area housing teams to support the delivery of placed based housing services.
• Ensure all team members understand their contribution to organisational goals through clear engagement, communication and effective leadership.
• Develop, build and maintain effective relationships with numerous key stakeholders, ensuring the effective delivery of the housing service across multiple area housing teams.
• Oversee the management and allocation of homes across all Local Authority areas in Hedyn's operation.
• Lead projects and partnership agreements, supporting agencies, partners and teams with pragmatic problem solving, unlocking barriers and facilitating access to various services to improve resident choice, resilience and independence.
• Act as a senior escalation point for complex cases and complaints.
• Represent Hedyn in court proceedings, internal/external forums and networking events; provide legal advice and support on complex case management and legal matters, deputising for and supporting the Head of Housing as and when required.
• Oversee audit programmes related to place-based area housing services, ensuring accurate reporting and follow-up actions are completed.
• Support with consultation responses to organisations such as Community Housing Cymru and Welsh Government on changes to legislation and government policy.
• Write and provide reports, presentation and assurance, for the Executive/board on compliance, performance, legal/regulatory requirements and risk, in relation to area housing and neighbourhood services.
• Act as a Safeguarding Champion and support with ensuring compliance with safeguarding, ensure prompt action is being taken with any concerns, whilst building strong relationships with multiple local authority teams and partners.
• Manage data and insight to ensure service delivery meets targets, identify improvements and opportunities for better outcomes for residents.
• Lead & encourage area teams to work smarter and more efficiently, using trials across local authority areas to experiment and learn in key areas.
• Champion new approaches, including digital services, and drive performance.
• Ensure services align with the organisation's pledge on Equity, Diversity, and Inclusion, aiming for zero evictions into homelessness.
• Implement departmental action/business planning, identify and manage risk, lead with audits, business continuity, emergency planning and budget management within own area of responsibility.
• Champion best practice, innovation and drive service excellence through emerging trends to enhance operational efficiency and the resident experience.
• Collaborate with Managers, Heads of Service and Directors across Hedyn to ensure effective delivery of operational services.
• Ensure that annual work programmes are achieved, delivered and support long-term sustainability, providing update and progression reports as required.
• Monitor and report on regional area housing performance using customer satisfaction metrics, financial, health and safety, GDPR, budget, regulatory compliance, audits and self-assessment information.
• Drive and support cultural change improving resident satisfaction whilst being aligned to Hedyn's mission, vision, and values.
• Undertake any other duties as deemed reasonable/commensurate to the role.

For further information about the role, please contact us.

Application Process: We require an application form to be completed for every role. We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.

Your Hedyn, our comprehensive benefits package: We believe Hedyn is a great place to work and it's important to us that our people feel the same way. As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

Enhanced Pension Scheme: We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.

Enhanced Annual Leave: You'll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years' service.

SMART Working (dependent on role): You're trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities. At Hedyn, we believe that 'work is something you do rather than somewhere you go.'

Health and Wellbeing: We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

Flexible Benefits: We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.

Development: We offer many professional and personal development options such as sponsored study opportunities and career progression and development. We want you to be at your very best.

Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application. If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.