Head of Customer Services & Quality – Tenancy Services

Hackney; Greater London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A local government council in Greater London seeks an experienced Head of Customer Services & Quality to establish and lead a new service within Tenancy Services. The role involves setting direction for a responsive customer service, ensuring quality assurance, and implementing transformational changes to improve resident experiences. Candidates should have a strong background in housing management and project management, along with a commitment to resident-centric service delivery. Enhanced DBS required for application.

Qualifications

• Experience in a social housing setting.
• Ability to manage service development projects.
• Experience in co-designing customer journeys.

Responsibilities

• Lead and set the direction for the new service.
• Ensure quality assurance for Tenancy Services.
• Implement transformational change projects.

Skills

Strong understanding of housing management

Project management skills

Service design skills

Collaboration

Organizational skills

Education

Chartered Institute of Housing qualification

Job description

Hackney’s Housing Department is changing. We are looking for an experienced Head of Customer Services & Quality to set up and lead this brand new service within Tenancy Services, following a recent service review.

In this critical leadership role, you will have an opportunity to set the direction of change as we modernise into a truly resident‑centric service, with accountability, fairness and respect at the heart of everything we do.

Your new service (of around 18 staff) will comprise:

• A responsive ‘front of house’ into the Tenancy Service for residents and other stakeholders, managing demand effectively
• An Administration team providing various back office functions
• A Quality team who will design and deliver a quality assurance programme for Tenancy Services, oversee our complaint handling and undertake a range of other functions including tenancy investigations, development of SLAs and commissioning for Tenancy Services

You will be at the forefront of delivering transformational change for Tenancy Services as we roll out new Housing IT and various transformation projects aimed at improving the resident experience.

You will use your strong understanding of housing management, project management and service design skills, you will work closely with residents and the operational teams to co‑design and deliver improvements to key customer journeys and processes. You will be hands‑on and flexible, with a strong instinct towards collaboration and capable of inspiring and motivating others towards our vision of the future for Tenancy Services. You will be highly organised and able to manage service development projects and workstreams concurrently with the ‘day to day’ service leadership requirements of the role.

With experience gained in a social housing setting and holding or willing to work towards a Chartered Institute of Housing qualification, you will understand the differing strengths, needs and barriers to accessing services that people living in social housing often experience. You will understand the need to work holistically along customer journeys rather than in service silos, and will ensure your new service is tailored to ensure residents with additional needs are not left behind. You will support the workforce to develop the skills, behaviours and competencies required to deliver our vision through the establishment of training resources, toolkits, procedures and other guidance via our emerging workforce development plan.

Enchanced DBS is required.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.

This application process replaces a supporting statement.

Closing date for applications : 07 December 2025 (22 : 59)

Interview date : January 2026

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are : Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.