Head of Housing Operations

Southdown Housing; Lewes; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Health cost cash-back scheme

Interest-free loans

Access to the Easit Network

Blue Light card

Free advice and counselling service

27 days paid holiday

Job summary

Southdown Housing is seeking an exceptional Head of Housing Operations to lead housing management and property services across the organisation. You will oversee senior teams, translate strategy into action, and drive improvements to deliver safe, compliant and customer-focused services for hundreds of residents.

As part of the Chief Operating Officer Leadership Team, you will shape service delivery, manage a multi-million pound budget, champion innovation, and build strong partnerships with

Qualifications

• Significant senior management experience within social housing.
• Experience leading managers and delivering high-performing services.
• Experience using data and insight to improve outcomes and customer experience.
• Experience leading change, transformation and digital innovation.
• Strong financial management and budgetary experience.

Responsibilities

• Lead Housing Services and Property Services managers, creating a high-performing and accountable leadership team
• Use performance data and customer feedback to drive decision-making and continuous improvement
• Drive a culture of customer focus, continuous improvement and innovation
• Contribute to organisational leadership as a member of the wider senior leadership team
• Deliver outstanding services to our tenants, shared owners and operational teams
• Manage significant operational budgets and reinvestment programmes
• Ensure effective, efficient and resident-focused housing and property services
• Improve tenant satisfaction through insight, engagement and excellence in service delivery
• Lead operational change programmes and technology-enabled service improvements
• Ensure property safety and compliance and ongoing assurance
• Maintain robust governance, assurance and risk management arrangements
• Ensure compliance with housing regulation, consumer standards, health and safety requirements and organisational policies
• Provide confidence to C‑Suite leaders and board members through effective reporting and performance management
• Manage resources effectively
• Deliver value for money while maintaining high-quality services
• Build productive relationships with contractors, local authorities, commissioners and partner organisations

Skills

Strategic thinking

Operational excellence

Stakeholder management

Leadership

Education

Level 5 Housing qualification

Job description

Lead Housing Services That Change Lives

At Southdown, we believe everyone should have a safe home, strong support, and the opportunity to live well. As one of the South East's leading housing, care and support providers, we're looking for an exceptional leader to join us as our new Head of Housing Operations.

This is a pivotal senior leadership role with responsibility for housing management and property services across our organisation. You'll lead high-performing teams, shape service delivery, drive continuous improvement, and ensure hundreds of residents receive excellent services that are safe, compliant and customer focused.

The Opportunity

As a member of the Chief Operating Officer Leadership Team, you will provide strategic and operational leadership across housing management and property services, translating organisational priorities into excellent services and measurable outcomes.

You’ll oversee:

• Housing management services
• Repairs and maintenance
• Property compliance and safety
• Tenancy sustainment
• Rent collection
• Allocations and lettings
• Void management
• Service performance and customer experience
• Operational budgets of approximately £4.5 million

This is an exciting opportunity to lead change, champion innovation, and help shape the future of housing services at Southdown.

What You’ll Do

Provide operational leadership and translate strategic objectives into operational priorities and deliver measurable improvements.

• Lead and develop Housing Services and Property Services managers, creating a high-performing and accountable leadership team
• Use performance data and customer feedback to drive decision-making and continuous improvement
• Drive a culture of customer focus, continuous improvement and innovation
• Contribute to organisational leadership as a member of the wider senior leadership team
• Deliver outstanding services to our tenants, shared owners and operational teams
• Manage significant operational budgets and reinvestment programmes
• Ensure effective, efficient and resident-focused housing and property services
• Improve tenant satisfaction through insight, engagement and excellence in service delivery
• Lead operational change programmes and technology-enabled service improvements
• Ensure property safety and compliance and ongoing assurance
• Maintain robust governance, assurance and risk management arrangements
• Ensure compliance with housing regulation, consumer standards, health and safety requirements and organisational policies
• Provide confidence to C‑Suite leaders and board members through effective reporting and performance management
• Manage resources effectively
• Deliver value for money while maintaining high-quality services
• Build productive relationships with contractors, local authorities, commissioners and partner organisations

About You

• You will be an experienced housing leader who combines strategic thinking with operational excellence
• You will have experience in leading operational functions within a registered provider of social housing – be that within Housing Services, repairs and maintenance or asset management

We are committed to building a workforce that reflects the diverse communities we serve. We particularly encourage applications from people from minority ethnic backgrounds, who are currently underrepresented within our leadership. All appointments are made on merit through a fair and transparent recruitment process.

Perks and benefits:

• Health cost cash-back scheme:access to our health insurance scheme which covers dental, optical, physical therapies and other medical treatments with the option to add greater levels of cover
• Interest-free loans:assistance with larger costs that arise such as tenancy deposits, season travel tickets or buying a car
• Access to the Easit Network:discounts and incentives on train, bus and car journeys such as 15% off eligible daily and season rail tickets
• Blue Light card:access to discount services for the social care sector with savings across thousands of online shops, restaurants, and high-street vendors
• Free advice and counselling service:confidential emotional support and practical guidance from our independent telephone service
• 27 days paid holiday(increasing to 32 days after 5 years service) plus bank holidays

You will also benefit from:

• Annual salary progression across a three‑point scale
• Hybrid and flexible working
• Ongoing training and development opportunities:Our award-winning in-house training team will help you to gain valuable qualifications, continually develop your skills and build a great career with the largest provider of housing, care and support in Sussex

What you’ll need for the role:

Experience:

• Significant senior management experience within social housing, housing management, property services or a related customer-focused environment
• A proven track record of leading managers and delivering high-performing services
• Experience using data and insight to improve outcomes and customer experience
• Experience leading change, transformation and digital innovation
• Strong financial management and budgetary experience

Leadership & Personal Attributes:

• Excellent stakeholder management and communication skills
• The ability to inspire, develop and motivate teams while maintaining clear accountability

Knowledge:

• Strong knowledge of housing regulation, compliance and service performance.

Qualifications:

• Level 5 qualification in Housing (CIH or equivalent) or willingness to work towards and achieve this
• A Basic Disclosure and Barring Service (DBS) check, which will be paid for by Southdown
• A full driving licence is desirable along with access to your own vehicle or a vehicle insured for you

Why Southdown?

At Southdown, our values of being Compassionate, United, Trustworthy, Responsive, and a Force for Good underpin everything we do. You’ll join a supportive organisation where your work has tangible, life‑changing impact. At Southdown, our values shape everything we do.

We offer the opportunity to:

• Influence services that make a real difference to people's lives
• Lead experienced and committed teams
• Shape the future direction of housing services
• Work within a progressive, values-led organisation
• Drive innovation and service improvement at scale

Join Us

If you're an inspirational housing leader with the ambition to deliver outstanding services, improve resident outcomes and lead through change, we'd love to hear from you.

Be part of Southdown's next chapter. Lead services that matter. Deliver homes and outcomes that transform lives.