Resident Services Manager

Black Country Housing Group; West Midlands; On-site; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Pension scheme

Annual leave

Leave buy/sell

Sick pay

Maternity/paternity pay

Health cash plan

Employee Assistance Programme

Professional qualifications funding

Leadership development

Wellbeing days

Volunteering

Recognition schemes

Job summary

Black Country Housing Group is seeking a Resident Services Manager to lead a frontline housing team and ensure a responsive, professional service for residents across our communities.

You will develop staff, manage complex cases, and drive performance using customer insight and data analysis, while ensuring compliance with housing legislation and safeguarding practices. The role offers an opportunity to influence BCHG's resident success strategy.

Qualifications

• 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.

Responsibilities

• 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.
• Overseeing waiting 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

Frontline housing services

Team management

Housing management

Complex case handling

Housing legislation

Safeguarding

Data analysis

Stakeholder management

CRM systems

Education

CIH Level 4

Tools

Housing management software

CRM software

Job description

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?

Working at BCHG is different from working in a large, highly complex national provider. Here's why many people choose us and stay:

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.