Director of Housing Ops & Customer Experience

GatenbySanderson; Nottingham; On-site; GBP 90,000 - 140,000; Full time

Job summary

Onward is seeking an exceptional Executive Director to join the Executive Team and lead our Operations function across housing management, neighbourhood services, and customer engagement.

Reporting to the Chief Executive, you will shape strategy, deliver the Customer Voice and Influence Strategy, drive service excellence, and embed technology to enhance the customer experience while working collaboratively with Boards, partners and communities.

Qualifications

• Senior leader with track record in social housing.
• Experience delivering large-scale operational services and transformation.
• Ability to work with Boards, customers and partners to drive change.

Responsibilities

• Lead housing management, neighbourhood services, and customer contact/engagement.
• Deliver Customer Voice and Influence Strategy and drive service excellence.
• Embed technology to enhance customer experience and operational efficiency.
• Collaborate with Boards, customers, colleagues and external partners to create value.

Skills

Strategic leadership

Stakeholder management

Change management

Governance

Commercial acumen

Tools

CRM systems

Job description

Onward is seeking an exceptional Executive Director to join the Executive Team and lead our Operations function across housing management, neighbourhood services, and customer engagement.

Reporting to the Chief Executive, you will shape strategy, deliver the Customer Voice and Influence Strategy, drive service excellence, and embed technology to enhance the customer experience while working collaboratively with Boards, partners and communities.