Job Description
Head of Housing Business Improvement Housing Services Manager
Your new companyA well-regarded community-based housing provider is seeking an exceptional Head of Housing to lead its Housing, Factoring and Welfare Services. This is a key second-tier leadership role, offering the opportunity to shape high-quality customer service, drive organisational performance, and play a pivotal part in the strategic direction of the Association.Working closely with the CEO and Senior Management Team (SMT), the successful candidate will contribute directly to business planning, corporate decision-making, regulatory compliance and organisational improvement. This role is ideal for an ambitious housing professional with a strong operational background and a passion for transformational service delivery.Your new roleStrategic & Corporate Leadership
* Contribute to the development and delivery of the organisation’s Business Plan, departmental plans and strategic objectives.
* Support the CEO on cross-organisational initiatives, corporate governance and long-term service planning.
* Provide strategic insight to improve performance, efficiency and customer experience.
* Lead business improvement projects, reviewing systems, processes and policies to ensure modern, effective, customer-focused service delivery.
Operational Leadership
* Lead and manage the Housing Team, ensuring delivery of excellent frontline services across:
o Housing management
o Income collection & arrears
o Voids & allocations
o Estate management
o Factoring
o Tenancy sustainment & welfare support
o Customer satisfaction & complaints
* Ensure compliance with all relevant legislation, Scottish Housing Regulator requirements and the Scottish Housing Charter.
* Oversee performance reporting, KPI monitoring, and statutory returns.
Performance, Improvement & Assurance
* Drive continuous improvement across all housing functions.
* Support the Board and CEO with evidence for the Annual Assurance Statement.
* Develop strategic solutions to performance challenges, ensuring strong internal controls and robust risk management.
* Use performance data to inform decision-making and resource planning.
Customer Experience & Community Impact
* Lead initiatives to improve customer satisfaction across all indicators.
* Develop and deliver the Customer Participation Strategy and Customer Charter.
* Ensure residents can engage meaningfully with services and influence improvements.
* Foster strong relationships with local partners and stakeholders.
Corporate Support & Business Improvement
* Assist the CEO in reviewing future services, developing new service models, and ensuring the organisation is responsive to sector changes.
* Contribute to organisation-wide regeneration, community programmes and wider role activities.
* Participate in and chair internal working groups, ensuring collaborative working across all departments.
What you'll need to succeedThe ideal candidate will bring:
* At least 5 years’ housing management experience
* Minimum 3 years’ supervisory or managerial experience
* Experience delivering high-quality housing, maintenance and factoring services
* Strong understanding of Scottish Housing Regulation, legislation and Charter requirements
* Proven track record in performance management, business improvement and customer service excellence
* Ability to lead, motivate and empower staff
* Strong communication, influencing and presentation skills
* A dynamic, forward-thinking approach with a passion for continuous improvement
A relevant qualification (HND/Degree) and CIH membership are desirable.What you'll get in returnThis is an exciting opportunity to step into a senior leadership role within a respected organisation committed to delivering excellent services and improving outcomes for tenants and the wider community. You will play a vital part in shaping the future direction of the organisation, supporting the CEO at a strategic level, and leading a motivated team to achieve high standards.
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. # 4784155