Head of Estate Services & Customer Experience

Ad Warrior Ltd; Oxford; Hybrid; GBP 77,000 - 95,000; Full time

Job summary

Stonewater is seeking a Director of Estate Management to provide strategic leadership for estate services across a national portfolio. The role focuses on creating a localised, customer-centric offering while ensuring strong governance, financial control and high performance.

You will drive transformation, empower teams and champion the customer voice, delivering improved services and value for money across communities with a visible leadership presence.

Qualifications

• Extensive leadership experience with a proven ability to build, inspire and develop high-performing teams.
• Strong subject matter expertise in estate services and a clear understanding of what excellent estate management looks like for customers.
• Significant experience leading a diverse and geographically dispersed function within a customer-focused or commercial environment.
• Strong knowledge of the social housing sector, including its regulatory and operating environment at a senior level.
• A successful track record of translating strategy into action and leading large-scale, complex transformation and business improvement.
• Excellent commercial and financial acumen, with experience of managing budgets, performance and organisational risk.

Responsibilities

• Set the strategic direction for Estate Services, creating a clear vision for how we deliver high-quality, customer-focused services across our communities.
• Lead, inspire and empower your teams, creating a high-performance culture where colleagues are accountable, engaged and equipped to deliver great outcomes for customers.
• Champion the customer voice, using insight, feedback and performance data to shape services, address areas of dissatisfaction and drive meaningful improvement.
• Transform and continuously improve services, challenging existing ways of working and identifying opportunities to make our services simpler, more effective and responsive to customers' changing needs.
• Drive strong operational and commercial performance, ensuring services deliver quality, value for money and sustainable outcomes while maintaining effective financial control.
• Build strong partnerships across the organisation, working collaboratively with senior leaders and colleagues to remove barriers, improve efficiency and deliver a seamless customer experience.
• Develop effective relationships with external partners, including contractors, suppliers and Local Authorities, ensuring shared accountability for delivering excellent services.
• Provide clear oversight of performance and risk, using data and insight to identify emerging issues, inform decision-making and provide assurance to senior leadership and Board.
• Ensure strong governance and compliance, maintaining effective controls and ensuring services meet relevant legal, regulatory and organisational requirements.
• Act as a visible ambassador for Estate Services, bringing credibility, energy and expertise to the role while influencing stakeholders at all levels.

Job description

Stonewater is seeking a Director of Estate Management to provide strategic leadership for estate services across a national portfolio. The role focuses on creating a localised, customer-centric offering while ensuring strong governance, financial control and high performance.

You will drive transformation, empower teams and champion the customer voice, delivering improved services and value for money across communities with a visible leadership presence.