Head of Housing

Morgan Hunt are working with a Housing Organisation that are looking for a Head of HousingThe Head of Housing is responsible to the Deputy CEO for the strategic leadership, operational performance and continuous improvement of resident-facing services. The role ensures services are resident-focused, compliant, efficient and aligned with the corporate strategy, while championing customer experience and leading the delivery of the customer loyalty framework across all customer-facing services.Top Three Responsibilities1. Strategic Leadership and Service DeliveryLead and continuously improve resident services including tenancy and estate management, income collection, rent setting, lettings, leasehold services, antisocial behaviour management, complaints handling and customer services.Deliver strategic priorities within the corporate plan and contribute as an active member of the Senior Management Team.Lead and develop high-performing teams that promote accountability, professionalism and resident focus.2. Customer Experience and Service ImprovementEstablish and embed the contact centre and customer service model, improving accessibility, responsiveness and first-contact resolution across all channels.Champion resident voice, customer insight and the customer loyalty framework to enhance service delivery and resident satisfaction.Drive service improvement using complaints data, resident feedback, Tenant Satisfaction Measures and operational performance information.3. ..... full job details .....