Resident Services Delivery Manager

Your Place (London) Limited; Greater London; Hybrid; GBP 40,000 - 48,000; Full time

Benefits offered by this job

Holidays

Wellbeing

Pension

Career development

Flexible working

Employee socials

Office equipment

Discounts

Family friendly

Job summary

Your Place @ Anchor House in London is seeking a confident Resident Services Delivery Manager to lead resident-facing teams and drive high-quality, people-centred services that improve lives.

You will use performance data and resident feedback to enhance outcomes, manage complaints, and promote continuous improvement while upholding our values and customer service standards.

Qualifications

• Experience leading resident-facing teams.
• Ability to use data and resident insight to improve outcomes.
• Strong customer-service mindset and stakeholder management.

Responsibilities

• Lead resident-facing teams to deliver high-quality, resident-focused services.
• Drive service performance and continuous improvement.
• Respond to resident feedback and complaints, ensuring timely resolutions.
• Ensure services align with organisation values and customer service standards.

Skills

People management

Customer service mindset

Performance data analysis

Job description

Resident Services Delivery Manager

REPORTING TO: Head of Services

RESPONSIBLE FOR: Resident Services Officers, Housing Engagement and other resident-facing roles as required

PURPOSE OF POSITION

Are you passionate about delivering excellent services and creating positive experiences for residents? We are looking for an experienced and motivated Resident Services Delivery Manager to lead the delivery of high-quality, resident-focused services that make a tangible difference to people's lives.

In this pivotal role, you will provide leadership and oversight to resident-facing teams, ensuring services are responsive, efficient, and aligned with the organisation's values and customer service standards. You will play a key role in driving service performance, managing resident feedback and complaints, promoting a culture of continuous improvement, and ensuring residents' voices influence how services are designed and delivered.

The successful candidate will be a confident leader with strong people management skills, a customer-focused mindset, and the ability to use performance data and resident insight to improve outcomes. This is an excellent opportunity to join an organisation committed to delivering exceptional services and building strong relationships with the communities it serves.

Please note: Shortlisting will take place on a rolling basis while the advert remains live, so early applications are encouraged. Candidates selected for interview will be required to complete an assessment as part of the selection process.

• Team: Resident Services
• Role: Resident Services Manager
• Location: Your Place @ Anchor House
• Remote status: Hybrid
• Salary: £40,410 - £47,853/year

Your Place @ Anchor House

Our offer

• Holidays

  Time off to do as you please - you'll get 25 days, rising one day annually up to 30 days, plus bank holidays.

• Wellbeing

  We've also got reimbursements for the costs of a gym membership, a 24-hour confidential helpline for practical and emotional support (for your work or personal life), a cycle to work scheme, and activities like group yoga classes too.

• Pension

  Your pension will be with TPT Retirement Solutions and we match what you pay into your pension up to 7.5%. Extra money for your retirement!

• Career development

  We all know having the opportunity to develop in your career is really important to people, so we've got different options depending on what suits your role best. It could be getting a recognised qualification, doing some internal training, working towards professional accreditation, or having a membership to a professional body.

• Flexible working

  We want to help you achieve the best work-life balance possible. We have made some promises to our residents about when we are around, so we just need to have the needs of your team in mind as well as the organsision, to get the best out of it.

• Employee socials

  Fun at work is important too! Some of our teams help organise social events in the summer and winter - get involved!

• Office equipment

  You'll get the best possible IT equipment and if your role involves working remotely, you can order items like desks, chairs or other equipment to help with your comfort and wellbeing.

• Discounts

  You'll have access to discounts for holidays, shopping, eating out, and loads more with our Proud to Care scheme.

• Family friendly

  We have a variety of family-friendly leave available to all employees for maternity, paternity, and adoption.

• We've put together this employee benefits package to make sure we give our best so you can give yours!

About Your Place

Your Place where homelessness is solved one person at a time.

Your Place is much more than somewhere to call home. We work one-to-one with people experiencing homelessness, helping them to regain their self-belief and rebuild their lives. We can’t end homelessness for everyone overnight. But we can solve it one person at a time.

We run two main services from our base at 81 Barking Road - our core hostel (which accounts for approximately 80% of our bed spaces) supporting people experiencing homelessness with low to medium support needs, as well as our intensive support service for people who need extra help on their journeys.

You can find out more about how we help people by visiting our website.

Registered Charity No. 1147794 - in England and Wales

Registered Company No. 08075329 - in England and Wales

Registered Office: 81 Barking Road, London, E16 4HB