Director of Housing & Customer Services
Director of Housing & Customer Services
Location: Various C&C sites including London Waterloo and working remotely
Salary: £80,000 – £90,000
Job Type: Permanent, Full-time
Who We Are
With an ambitious development programme valued at over £100m and c.2000 properties in prime locations across London, C&C is a forward-thinking and innovative charitable provider of Housing, Care, and bespoke services exclusively for people over 55 in London. Since 1926, we have helped our residents to enjoy vibrant, active and fulfilling lives.
Today, C&C supports people aged over 55 across a portfolio of safe and affordable properties and care homes, in outstanding locations. As a not-for-profit organisation, we re-invest every penny into helping our residents achieve their potential. From partnerships in fitness and the arts, to innovative technology and building inspiring homes, we support vibrant, active, and connected communities.
Day to day, we live our values: to be pioneers, to believe in better, to do what we do from the heart, to invest in each other and to have the courage to act.
The Role
Reporting to the Chief Executive, our Director of Housing & Customer Services will lead a highly skilled Housing and Customer Services team and will represent C&C when working with external stakeholders and partners.
You will have a senior level qualification or equivalent experience.
As the Director of Housing & Customer Services, you will be responsible for delivering an outstanding specialist over 55’s housing support service in London linked to, and supported by, technology that assists independent living. You will also ensure that services provided are highly satisfactory to our residents, that all feedback received is responded to and that lessons learned are incorporated into future service delivery and development.
Your role will:
- Be responsible for the delivery of C&C’s ‘A Fit Future’ strategy and ensure C&C’s brand and reputation is enhanced
- Lead and coach a high-performing team and foster and maintain a service centre that deals with resident enquiries across the C&C Group at first contact
- Develop partnerships with key stakeholders that enhance C&C services and benefit residents
- Ensure development and regeneration projects are defined by service outcomes with full input from service staff and residents
- Collaborate with C&C support functions to drive maximum benefits for residents
- Ensure services generate financial and social value, are fully funded, and that all targets are met
- Define and mitigate risks, as well as ensure that business continuity plans are up to date and tested regularly
- Contribute to organisational decision making and take responsibility for wider organisational activities
- Ensure the effectiveness of the health and safety systems
- Integrate new services and developments
You will have senior management experience developing strategy and policy for all elements of social housing, especially sheltered, over 55’s specialist housing, Extra Care, and supported housing.
You will have a strong and demonstrable knowledge and experience of:
- Successful multi-functional collaboration and co-operation to achieve the best outcomes
- Establishing and sustaining relevant and effective stakeholder relationships
- Successfully leading organisational and cultural change, with a focus on quality and delivery
- Developing an agile, responsive and performance focused workforce
- The social housing sector and regulatory framework, ensuring full compliance with legal and regulatory requirements
- Applying technology in over 55’s specialist housing
- Operating a call/service center, as well as handling customer service and complaint
- Prioritising and dealing with complex issues, as well as interpret detailed information to generate workable options within deadlines
- Safeguarding and Health & Safety
- Business continuity planning and performance & risk management
C&C is passionate about fostering diversity, inclusion, and gender balance across the organisation and we always welcome applicants from diverse and ethnic minority backgrounds.
If you consider this to be the right opportunity for you, apply with your most up to date CV, if you wish to include, we are also happy to receive covering letters.