Resident Services Leader: Impactful Community Support

Black Country Housing Group; Rowley Regis; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Competitive pay

Flexible pension

28 days leave

Leave buy/sell

Enhanced sick pay

Health plan

EAP

Qualifications funding

Wellbeing days

Job summary

Black Country Housing Group is seeking a Resident Services Manager to lead a frontline housing team and deliver resident-focused services across telephone, email, digital and face-to-face channels.

You will drive service performance, handle complex cases, and safeguard residents while ensuring compliance with housing legislation and regulatory standards. A CIH Level 4 qualification (or willingness to pursue) is preferred.

Qualifications

• Significant frontline resident or housing services experience in social housing.
• Proven experience leading and developing teams in customer-facing roles.
• Strong knowledge of housing management, repairs, lettings and income processes.
• Experience handling complex cases, complaints and escalations.
• Understanding of housing legislation and regulatory standards.
• Experience with safeguarding and escalation procedures.
• Ability to use performance data and insights to improve services.
• Excellent communication and stakeholder management skills.
• Experience with housing management and CRM systems.
• Willingness to work towards CIH Level 4 if not held

Responsibilities

• Lead and develop Resident Services Officers to deliver high-performing, resident-focused service.
• Ensure effective first point of contact via phone, email, digital and in person.
• Manage complex resident enquiries, complaints and escalations.
• Oversee safeguarding, vulnerabilities and risk signposting.
• Oversee repairs reporting and scheduling with contractors and teams.
• Monitor repairs and compliance, maintain records and standards.
• Manage tenancy administration and income-related processes.
• Oversee waiting list processes per policy and legislation.
• Use performance data and feedback to drive service improvements.
• Ensure compliance with housing law, safeguarding and data protection.

Skills

Frontline housing services

Team leadership

Stakeholder management

Rent and income management

Performance improvement

Housing legislation

Safeguarding awareness

Data analysis

Customer service systems

CIH Level 4 readiness

Education

CIH Level 4 qualification (or equivalent)

Tools

Housing management systems

CRM systems

Job description

Black Country Housing Group is seeking a Resident Services Manager to lead a frontline housing team and deliver resident-focused services across telephone, email, digital and face-to-face channels.

You will drive service performance, handle complex cases, and safeguard residents while ensuring compliance with housing legislation and regulatory standards. A CIH Level 4 qualification (or willingness to pursue) is preferred.