* Lead high-quality, end-to-end housing management services across all customer touchpoints, championing early intervention and customer retention, alongside a firm and decisive approach to tackling tenancy breaches where required
* Take strategic ownership of the Customer Retention Plan (CRP), driving delivery across the organisation to reduce avoidable turnover and improve long-term tenancy outcomes
* Embed a proactive, data-informed approach to identifying at-risk tenancies, ensuring timely and effective interventions
* Drive a culture where enforcement is proportionate and a last resort, with a strong focus on prevention, engagement, and positive outcomes for customers
* Provide visible, values-led leadership across Housing Services, working collaboratively with Repairs, Assets, Compliance, Health and Safety Tenancy Sustainment, and Customer Engagement teams
* Ensure full compliance with the Consumer Standards, particularly directly the Tenant Standard, proactively leading service improvements in line with regulatory expectations
* Use customer insight, feedback, and scrutiny to shape and continuously improve the housing service, ensuring the customer voice is embedded in decision-making
* Lead on housing performance management
* Build and maintain operational partnerships with Local Authorities, Police, support organisations & other key stakeholders
* Lead on policy development and service design, ensuring our approach reflects best practice and sector innovation
* Drive effective change and project delivery, ensuring services remain agile, efficient, and fit for the future
* Support delivery of voids and lettings performance, minimising rent loss
* Lead, inspire, and develop a high-performing team — creating a culture of ownership, accountability, and continuous learning
* Ensure strong financial oversight, delivering value for money while maintaining high-quality service delivery
* Represent the organisation at a senior level, including in formal settings where required
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