Head of Housing Service Centre & Customer Experience

Tower Hamlets Homes Ltd; Greater London; Sur place; GBP 87 000 - 95 000; Plein temps

Avantages offerts par ce poste

Local Government Pension Scheme

Generous annual leave

Flexible working

Staff money-saving schemes

Learning & development

Résumé du poste

Tower Hamlets Homes Ltd is seeking a Head of Housing Service Centre to lead the Housing Service Centre within the Neighbourhoods & Customer Services division. This senior role shapes strategic direction and delivers an exceptional first point of contact for housing services.

The role requires transformation experience, data-driven decision-making, and strong leadership to drive performance, customer access strategy, and continuous improvement across channels and processes.

Qualifications

• Substantial experience leading teams to deliver demanding targets in housing or property services.
• Strong knowledge of customer experience disciplines and housing services.
• Proven record leading transformation with data insight, segmentation, and digital channels.
• Ability to inspire, influence and challenge at senior level, build effective partnerships.
• Commercial and financial awareness, with experience of budgets and contracts.

Responsabilités

• Provide strategic and operational leadership for the Housing Service Centre.
• Develop a clear direction and a professional, proactive and responsive service.
• Drive performance culture balancing timeliness, quality, and first-time resolution.
• Deliver the Customer Access Strategy and target operating model.
• Use insight and performance data to redesign processes and support evidence-led decisions.
• Lead change and transformation projects, embedding Lean, digitalisation and continuous improvement.
• Ensure alignment with housing regulation and best practice.

Connaissances

Senior leadership

Customer service

Transformation

Data insight

Lean / process improvement

Formation

CIH Level 5

PRINCE2 (or Lean Systems Thinking)

Description du poste

Tower Hamlets Homes Ltd is seeking a Head of Housing Service Centre to lead the Housing Service Centre within the Neighbourhoods & Customer Services division. This senior role shapes strategic direction and delivers an exceptional first point of contact for housing services.

The role requires transformation experience, data-driven decision-making, and strong leadership to drive performance, customer access strategy, and continuous improvement across channels and processes.