Job Description
Key Responsibilities:
* Provide effective line management to the Empty Homes & Lettings Team, fostering a high-performing, motivated, and customer-focused culture.
* Lead and oversee the end-to-end Empty Homes and Lettings service, ensuring processes are efficient, customer-centred, and deliver timely re-lets in line with organisational and regulatory standards.
* Monitor, analyse, and report on performance against key KPIs — including average re-let times, customer satisfaction, and void/rent loss taking action to address underperformance and sustain continuous improvement.
* Work collaboratively with local authorities, partner agencies, contractors and internal teams to deliver effective choice-based lettings, fair allocations, and compliance with agreed nomination and allocations policies.
* Promote and market available homes through a range of channels — including online portals, social media, direct lets, and targeted campaigns — to reduce void periods and improve outcomes for hard-to-let properties.
* Oversee garage lettings, ensuring agreements are managed efficiently, income is maximised, and void levels are minimised.
* Review, develop, and challenge operational procedures to ensure services are efficient, compliant with legislation, and responsive to customer needs.
* Lead regular one-to-ones, performance reviews, and team development activities, setting SMART objectives that align with corporate priorities and drive professional growth.
* Translate strategic objectives into operational delivery, embedding a “right first time” ethos, promoting learning from feedback and contributing to Red Kite’s Group ambition to be a landlord of choice.
Our Essentials:
* Strong leadership, coaching, and people management skills.
* Excellent organisational skills, able to prioritise conflicting workloads in a fast-paced environment.
* Customer-focused mindset with a commitment to high-quality service delivery.
* Effective communication and stakeholder management skills.
* Commercial awareness with ability to maximise income and value for money.
* Flexible and adaptable, delivering services digitally, virtually, and in-person as required.
* Strong leadership and coaching ability, with strong people management skills that inspire high performance and accountability.
* Excellent organisational and planning skills, with the ability to manage competing priorities and deliver results in a fast-paced environment.
* Customer-focused approach, demonstrating a genuine commitment to delivering high-quality, accessible, and responsive services.
* Strong communication, negotiation, and stakeholder management skills, with the ability to build effective partnerships both internally and externally.
* Commercially astute, with a clear understanding of void/rent loss, value for money, and financial sustainability within a social housing context.
* Flexible, adaptable, and digitally confident, able to lead and deliver services effectively across virtual, digital, and in-person environments.
Qualifications, Skills and Experience:
We have a dedicated team here at Red Kite that supports employees with all things Learning and Knowledge. This role requires:
* Proven experience in social housing, lettings, void property management, or related sectors.
* A strong understanding of tenancy law and housing regulations.
* A track record of achieving results in a customer service or service delivery environment.
* Experience in developing and implementing policies.
* Skills in performance management, coaching, and staff development.
* The ability to analyse data and produce actionable reports
* A professional, approachable, and ambassadorial presence representing Red Kite and its subsidiaries.