Resident Services Manager

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

Resident Services Manager

Contract Type: Full-time, Permanent (35 hours per week)

Lead services that put residents first

We have an exciting opportunity for a Resident Services Manager to join Black Country Housing Group and play a key role in delivering excellent services to our residents and communities. We are looking for an experienced housing professional who is passionate about putting residents first, leading with integrity, and making a positive difference every day.

This is an excellent opportunity for a confident and inspiring people manager who can lead and develop a frontline housing team, role model BCHG’s values, and create a culture of accountability, collaboration and continuous improvement. You will drive service performance, support colleagues to thrive, and ensure residents receive a responsive, professional and compassionate service that helps residents sustain their tenancies, achieve positive outcomes, and supports BCHG’s strategic ambitions for resident success and thriving communities.

This role would suit someone with significant experience of delivering customer-focused housing services and leading teams within a social housing environment.

* Basic DBS Check Required

Specific tasks of the role include, but are not limited to:

• Leading, managing and developing Resident Services Officers and Senior Resident Services Officers to deliver a high-performing, resident-focused service.
• Ensuring an effective first point of contact service across telephone, email, digital and face-to-face channels.
• Managing complex resident enquiries, complaints and escalated cases, including leasehold and shared ownership matters.
• Ensuring safeguarding concerns, vulnerabilities and risks are identified and signposted appropriately.
• Overseeing repairs reporting, scheduling and performance, working closely with contractors and internal teams to improve outcomes for residents.
• Monitoring repairs and compliance activities, ensuring accurate records are maintained and performance standards are achieved.
• Managing tenancy administration, income-related processes, rent accounts, Housing Benefit and Universal Credit interactions.
• Overseeingwaiting list processes in accordance with policy and legislation.
• Using performance data, resident insight and customer feedback to drive continuous improvement and enhance service quality.
• Ensuring compliance with housing legislation, regulatory standards, safeguarding responsibilities and data protection requirements.
• Contributing to audits, inspections and organisational improvement initiatives.

Skills and Experience Required:

• Significant experience delivering frontline resident or housing services within a social housing or related environment.
• Proven experience of managing and developing teams in a customer-facing setting.
• Strong knowledge of housing management, repairs, lettings, tenancy and income management processes.
• Experience managing complex resident cases, complaints and service escalations.
• Good understanding of housing legislation, regulatory standards and current housing sector challenges.
• Experience of safeguarding, vulnerability assessment and appropriate escalation procedures.
• Strong analytical skills with the ability to use performance data and customer insight to improve services.
• Excellent communication and stakeholder management skills.
• Experience using housing management systems and customer relationship management systems.
• CIH Level 4 qualification (or equivalent) or willingness to work towards achieving this qualification.

Why BCHG?

• We own and manage around 2,200 homes, primarily across the Black Country and Birmingham, meaning our homes are geographically close, well known and easier to manage effectively.
• Be more than just a number. Your voice is heard, and your work makes a visible difference.
• Build strong working relationships with colleagues and leaders who know you and value your contribution.
• We are rooted in the Black Country, for the Black Country, by the Black Country, and proud of our social purpose.
• You’ll be joining us at an important time as we deliver our BCHG 2030 Strategy, with a strong focus on quality homes, sustainability, data-led decision making and long-term financial resilience.

Our Rewards

We offer a strong and thoughtful total reward package, including:

• Competitive pay, externally benchmarked.
• Flexible pension scheme with up to 7% employer contribution.
• 28 days annual leave, plus an extra day at Christmas.
• Option to buy or sell up to one week’s leave each year.
• Enhanced sick pay, maternity and paternity pay.
• Health cash plan and 24/7 Employee Assistance Programme.
• Funded professional qualifications, membership fees and leadership development opportunities.
• Wellbeing days, volunteering time and a wide range of colleague recognition schemes.

About Us

At Black Country Housing Group, our values are more than just words. They shape the way we operate and how our colleagues interact every day. We’re dedicated to the growth and wellbeing of our team, earning Gold recognition from Investors in People. We are also honoured to have received the Gold Award from the Armed Forces Covenant for our ongoing support of veterans and their families.

As a Disability Confident Employer, we continuously strive to create a more inclusive workplace. We are proud to promote equal opportunities and welcome applications from all backgrounds, including those of different ages, disabilities, genders, sexual orientations, races, religions and marital statuses. Reasonable adjustments will be available if required during the recruitment process.

If this sounds like the right opportunity for you, we’d love to hear from you.