Head of Resident Services - 6 Month FTC (0794)

Sage Housing; Northampton; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading housing provider in Northampton is seeking a Head of Resident Services for a 6-month fixed-term contract. The role involves leading a multi-disciplinary team to enhance customer satisfaction and community development. Ideal candidates will have proven leadership experience in housing operations and strong strategic thinking. This role includes a hybrid work model and offers competitive benefits, aimed at empowering staff to thrive.

Benefits

25 days holiday

Health cash plan

Study support package

Workplace Pension

Cycle to Work scheme

Electric car scheme

Wellbeing support

Paid volunteering leave

Charity fundraising support

Qualifications

• Proven leadership experience in housing operations (Income and Community safety)
• Ability to influence and engage stakeholders at all levels
• Experience in managing change and leading remote teams through transformation

Responsibilities

• Lead multi-disciplinary team delivering housing services to affordable rent customers
• Drive strategic initiatives that enhance customer satisfaction
• Build and maintain strong relationships with external stakeholders

Skills

Leadership experience in housing operations

Strategic thinking

Project management

Data analysis

Communication skills

Job description

About Sage Homes

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 17,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and we continue to deliver high quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

About the role

Sage Homes is seeking a Head of Resident Services on a 6 month FTC to lead a multi-disciplinary, geographically dispersed field-based Income, Financial Wellbeing and Community Safety management function, responsible for the safety and wellbeing of Sage customers. You will be an experienced people leader that will foster an inclusive environment that prioritises resident satisfaction and community well-being.

This is a pivotal leadership position, reporting to the Customer Services Director. This role requires strong leadership capabilities and the ability to influence key stakeholders, building long lasting positive relationships, both internally and externally including local authorities, MPs, government departments, landlords, managing agents and network with agencies that relate to local and national housing related strategies.

Based in Northampton on a hybrid contract, this is a 6-month fixed-term opportunity to make a real impact.

Key Responsibilities

• Lead multi-disciplinary team delivering housing services to affordable rent customers.
• Drive strategic initiatives that enhance customer satisfaction, community development, and tenancy sustainment.
• Champion Sage Homes Customer Experience Programme, embedding a culture of resident-first service across the organisation.
• Build and maintain strong relationships with external stakeholders including MPs, local authorities, and managing agents.
• Oversee contract delivery and performance, ensuring value for money and compliance with lease covenants.
• Provide leadership through change, establishing new functions while maintaining high-quality service delivery.
• Monitor and improve service performance using data, resident feedback, and robust reporting systems.

About you

• Proven leadership experience in housing operations (Income and Community safety).
• Strong strategic thinking, with the ability to influence and engage stakeholders at all levels.
• Demonstrated success in managing change and leading remote teams through transformation.
• Confident communicator, capable of handling complex issues and maintaining productive relationships.
• Experience in project management, policy development, and embedding operational procedures.
• Confident in analysing data to identify trends and drive meaningful improvements across service delivery.

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

Culture and benefits

At Sage Homes, we want to empower diverse, ambitious people to thrive. We are fast-paced and inclusive, and encourage our people to use their passion, curiosity and inventiveness to help us create safe places for our customers to flourish.

To make sure our colleagues feel welcome and cared for, we provide a suite of excellent benefits, including:

• 25 days holiday, and an additional day for every year\'s service (up to five years)
• A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
• Study support package, helping you achieve your personal and professional development ambitions
• Workplace Pension - matching personal contributions up to 5%
• Cycle to Work scheme, helping you save up to 40% on a new bike and accessories
• Electric car scheme, enabling you to rent a brand-new electric car at low-cost payments
• Wellbeing support through MyndUp
• Two days\' paid volunteering leave a year, allowing you to support causes you care about
• Charity fundraising support, with match-funding up to £1,000 for good causes

We believe that investing in our people is key to our success. Our benefits are designed to support your well-being, professional growth, and work-life balance, ensuring you feel valued and empowered to make a difference every day.