At a Glance
- Tasks: Lead customer services and drive operational excellence to enhance customer experience.
- Company: Join Selwood Housing, a forward-thinking organisation committed to community impact.
- Benefits: Opportunity to make a significant impact during an exciting transformation period.
- Other info: Inclusive environment with a commitment to diversity and support for all applicants.
- Why this job: Shape the future of customer experience and inspire high-performing teams.
- Qualifications: Housing-related qualification and significant experience in customer-facing operations.
The predicted salary is between 56059 - 68517 £ per year.
What impact could your leadership make on the next chapter of our customer experience? At Selwood Housing, we're looking for a leader who can build on strong foundations, inspire excellence and help shape the future of our customer experience. This is an opportunity to lead at a defining moment in our journey.
As Head of Operations Services, you'll shape how customers experience Selwood Housing, leading our repairs, customer services and complaints teams to deliver exceptional services, drive meaningful change and create lasting impact for the communities we serve. This fixed-term opportunity offers the chance to make a significant impact during an exciting period of transformation.
About the role
Working closely with the Group Operations Director and senior leadership team, you'll lead some of our most critical customer-facing services, driving performance, service improvement and operational excellence. A key focus of the role is the leadership of our responsive repairs and voids services, overseeing the delivery of around 24,000 repairs each year and ensuring homes are maintained to a high standard for our customers.
We're looking for a proactive, visible and performance-focused leader who can motivate teams, hold contractors and colleagues to account, and use data and insight to drive continuous improvement. You'll be responsible for improving productivity, reducing turnaround times, enhancing customer satisfaction and ensuring services consistently deliver strong outcomes.
Leading our customer services, responsive repairs and complaints functions, you'll play a pivotal role in shaping how customers experience Selwood Housing. With the autonomy and influence to transform services, champion innovation and deliver meaningful improvements, you'll help strengthen customer outcomes and make a lasting difference to our communities.
You'll bring:
- A housing-related qualification, degree or equivalent professional experience, together with a management qualification at Level 5 (or equivalent experience).
- Significant experience leading customer-facing operational services within housing or a related sector at a senior management level.
- Experience of driving service improvement, operational performance and organisational change.
- Experience of leading high-performing teams across areas such as repairs, voids, customer services and complaints, delivering excellent outcomes for customers.
- Strong knowledge of complaint handling, customer feedback and service recovery, including a detailed understanding of the Housing Ombudsman's Complaint Handling Code and its practical application.
- The ability to use data, insight and performance management to drive continuous improvement, hold teams and contractors to account, and deliver value for money.
- A thorough understanding of housing management, regulatory requirements and the challenges facing the social housing sector.
- Excellent communication and stakeholder management skills, with the ability to influence and build effective relationships at all levels.
- A current driving licence and access to a vehicle for business use.
- A commitment to creating an inclusive environment where colleagues and customers are treated with fairness, dignity and respect.
For further information on the role, please review the job description attached to the advert.
Pre employment requirements
The successful candidate will be required to complete Right to Work, DBS and DVLA checks.
Ready to Make Your Mark? If you're a leader who thrives on driving change, inspiring high-performing teams and delivering exceptional customer outcomes, we would like to hear from you.
Our Commitment to Diversity & Inclusion
At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us. We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.
We may close this vacancy early depending on application volumes, so we encourage early applications.
Head of Operations Services (FTC, up to 12 months) employer: Shropshire Towns and Rural Housing
Selwood Housing is an excellent employer that prioritises the growth and development of its employees, offering a supportive team environment where collaboration and knowledge sharing are key. With a commitment to inclusivity and a range of benefits including competitive salaries, flexible working opportunities, and ongoing training, this apprenticeship in Melksham provides a unique chance to build a rewarding career in the electrical trade while contributing to the community's future. Join us to power your future and make a meaningful impact in the lives of local people.
Contact Details:
Shropshire Towns and Rural Housing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations Services (FTC, up to 12 months)
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Look for temporary roles on specialised job boards for consulting gigs rather than just generic platforms. Websites like Consultancy.uk or even the Careers pages of major firms could have short-term projects or roles that are perfect for you to jump in at Shropshire Towns and Rural Housing.
✨Leverage University and Alumni Resources
If you’re fresh out of uni or connected with a local institution, take advantage of their career services and alumni networks. Many universities have exclusive connections to consulting firms seeking temporary help. Plus, it’s a great way to meet other aspiring consultants who might share leads about opportunities at Shropshire Towns and Rural Housing.
We think you need these skills to ace Head of Operations Services (FTC, up to 12 months)
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
Tailor Your Experience for the Role:Since this is a temporary position, your application should reflect your adaptability and relevant experience quite clearly. Focus on showcasing experiences that demonstrate your ability to hit the ground running, like previous projects, internships, or freelance gigs in consulting or project management.
Craft a Targeted Cover Letter:Your cover letter is your chance to sparkle! Use it to explain why you're interested in this temporary role at Shropshire Towns and Rural Housing and how your skills suit the specific project needs. Remember to mention how you can provide immediate value based on your past experiences.
Include Certifications or Relevant Training:If you've got any certifications like PMP, Six Sigma, or even coursework that’s super relevant, make sure to list those in your application. Management consulting can be competitive, and these extra qualifications can help you stand out in the recruitment process.
How to prepare for a job interview at Shropshire Towns and Rural Housing
✨Prepare for Case Studies
In management consulting, case study interviews are a big deal. Expect to tackle real-world business problems on the spot. We should practise structuring our thoughts, developing hypotheses, and presenting our solutions clearly, as this is what firms like Shropshire Towns and Rural Housing will want to see.
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You’ll need to demonstrate strong analytical skills and logical reasoning. Brush up on frameworks like SWOT or Porter's Five Forces, as these can come in handy. Think of instances from your experience where you tackled a complex issue—this could set you apart when speaking to Shropshire Towns and Rural Housing.
✨Highlight Your Adaptability
Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at Shropshire Towns and Rural Housing.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at Shropshire Towns and Rural Housing. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
