This is an important leadership role for colleagues who want to make a meaningful difference in communities that may be spread out or have fewer natural points of connection. As a Locality Lead, you'll have clear ownership for the customer experience across your patch - making sure services are coordinated, responsive and easy to access, regardless of geography. Working closely with the Head of Area, you'll support the delivery of the wider Area Plan while championing the needs, insights and experiences of customers in your locality. You'll bring colleagues together across housing, income, lettings, repairs and community activity to make sure the service feels seamless, personal and proactive.
What you'll be doing
* Leading day-to-day service delivery across housing, income, lettings and related customer services.
* Ensuring customers in dispersed areas remain connected to us, with consistent access to the support they need.
* Building strong local knowledge and using insight to spot patterns, risks and opportunities early.
* Working closely with repairs and property colleagues so customers receive a joined-up and timely service.
* Monitoring performance and delivering improvements that enhance customer outcomes and service quality.
* Managing the locality's operational budget and ensuring decisions provide long-term value.
* Supporting and coaching colleagues across your locality, helping to build a culture of ownership, teamwork and high standards.
* Strengthening relationships with customers and local partners, building trust even where communities are more spread out.
* Sharing learning and insight with other Places and Localities to support continuous improvement across the wider region. You'll be someone who is energised by variety, problem-solving and working across wide-ranging communities. You'll understand the challenges and opportunities that come with managing dispersed homes and have a genuine commitment to delivering consistent, high-quality services.
You will also bring
* Experience coordinating or managing customer-facing operations across multiple locations.
* Strong relationship-building skills and the ability to earn trust quickly.
* Confidence interpreting data and using insight to shape service improvements.
* Leadership experience, ideally within housing or a regulated service.
* A collaborative, proactive approach to working with teams and partners.
* A relevant qualification (e.g. CIH Level 4) or a willingness to work towards one.
You will also need
* A commitment to role-modelling our values every day.
* Resilience and adaptability in a changing environment.
* A full driving licence and the ability to travel across dispersed areas.
* Flexibility to work in ways that best meet customer and service needs.
As Bromford Flagship LiveWest, we're working as one organisation with one shared purpose: helping every customer feel secure, supported and proud of their home - wherever they live. Our Locality Leads play a vital role in bringing this purpose to life across our more dispersed geographies, ensuring customers receive the same quality of service as those in our more densely populated Places.
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