Assistant Director of Operations in London

Job Title: Assistant Director of OperationsContract Type: PermanentSalary: £95,405Working Hours: Full-Time 35 hoursWorking Pattern: Monday – FridayLocation: Arlington House, Camden, London (Hybrid)If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.Why Riverside?At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.Working with us, you’ll enjoy:

• Competitive pay & generous pension 
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview. Applications may close before the deadline, so please apply early to avoid disappointmentThe difference you will make as Assistant Director of OperationsAs Assistant Director of Operations (London), you’ll report to the Director of Homes & Communities and work closely with both the Chief Customer Officer and Chief Property Officer. In this leadership role, you’ll unite teams across the capital to improve customer and colleague experiences—fostering collaboration, open communication, and a culture where people thrive.Working with the London Leaders Group and other stakeholders, you’ll turn strategies and business plans into action. By proactively engaging customers, you’ll place their experience at the heart of decisions, addressing service issues and improving processes.Using customer insight, you’ll shape and deliver a London Strategy that tackles issues affecting tenants and residents, while championing their interests across the organisation. You’ll also build strong external partnerships to enhance our reputation and, as part of the National Leadership Team, ensure the London perspective informs organisational strategy and planning.About you You will be an inspiring leader who brings people together and delivers real impact. You’ll have:

• A track record of leading diverse teams within a Social Housing organisation.
• Strong communication and influencing skills, with the ability to build trust at all levels.
• Strategic thinking and problem-solving skills, with experience turning plans into results.
• Solid knowledge of housing and the challenges facing London’s communities.
• A customer-first mindset, driving service improvements that make a real difference.
• A collaborative, inclusive leadership style, committed to developing people and promoting equality.

Role ProfileLeadership

• Taking direction from the Chief Customer Officer and Chief Property Officer on priorities for London, be a visible leader in galvanizing teams to collaborate effectively to deliver successful outcomes.
• Responsible for developing and delivering London’s communication strategy to ensure clear, inclusive messaging, that keeps everyone informed and helps reduce unnecessary contact from customers and partners.
• Ensure a common understanding of our plans and priorities for London as well as ensuring a comprehensive understanding of our phased approach to improvements in the years ahead.
• Build trust in our services by leading and facilitating service improvements on the common pain points for customers in London, including lift management, service charges, complaint management, environmental services and repairs.
• Strengthen team collaboration by creating opportunities to engineer and grow intuitive collaboration across all teams to deliver a comprehensive response to customer, homes and neighbourhood matters. Ensure swift resolution to issues and capture learning for continuous improvement. 
• Utilise customer and stakeholder feedback and insights, drilling into root cause analysis, and facilitate process reviews that improve the customer journey and experience. Demonstrate to customers and stakeholders how their feedback has influenced change.
• Strengthen our brand identity in London and ensure all colleagues feel part of Riverside.
• Implement the overarching London People Plan through the London Leaders Group. Empower colleagues to make ‘every contact count’, doing the right thing, at the right time, to get the right results for customers by listening, acting and showing respect. Promote and encourage participation in the Colleague Voice Forum and other colleague network groups, to drive strong representation from...